Markies Mondays: The Customer Experience Journey

September 13, 2021 | 4 minute read
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Markies Mondays Pinnacle Award Best Customer Experience SMBWelcome back to Markies Mondays, a blog series where we celebrate the finalists and recipients of Oracle's 15th annual Markie Awards. Check back each week to learn how Oracle Advertising and CX customers are building their brand and creating lasting customer relationships with our connected suite of applications.

Every interaction along the customer journey matters. Smaller organizations that provide personalized outreach and a polished customer experience can really set themselves apart—and make them a great choice to receive our Pinnacle Award for Best Overall Customer Experience-SMB.

Let’s take a closer look at five SMB organizations that are delivering experiences that keep customers informed, engaged, and coming back for more.

Quick changes to communications keep customers in the know amidst the chaos

When the pandemic disrupted the launch of their new video game, Bandai Namco had to pivot quickly to pique customer interest and generate anticipation for the new release. Knowing the initial engagement would set the tone for the rest of the campaign, they wanted to kick things off with a bang and get gamers excited about their latest project. Using Oracle Responsys Campaign Management, the team created and sent an integrated newsletter that provided an immersive game experience to entice potential customers. With a 90% open rate for their first email, Bandai Namco successfully reached their target audience, paving the way for a successful product launch.

With regulations in the travel industry rapidly changing to keep pace with pandemic-related policies and protocols, a vacation rentals agency knew their communication with both hosts and travelers was more critical than ever. Working with partner Televerde, the agency implemented Oracle Eloqua Marketing Automation to improve their communication efforts, automate processes, and help make sure everyone was traveling safely. With Oracle Eloqua, they not only saw improvements in their open and click rates, but they were also able to provide timely information to homeowners and guests, and improve the overall customer experience during a stressful, uncertain time.

Revolutionary rebranding campaign keeps fans at the heart of it all

When a popular sports team took the opportunity to rebrand this past year, they made a bold decision: Leave it all up to the fans. For the new name, the new mascot, and even new colors, they asked dedicated fans to give their input and play a key role in the process. After launching Oracle Eloqua Marketing Automation with help from partner Code and Theory, the team was able to communicate directly with fans, resulting in more than 39,000 submissions from more than 60 countries. This campaign created over 4.7 million impressions and 100,000 engagements. This rebrand was more than a shift in team colors and jerseys; it was a revolution in how a team interacts with its fans. The team made it clear that the fans were the most important part of their next era, and their strategy for the historic experience inspired many fans to participate in the journey.

Creating new connections keeps customers coming back for more

As part of their plan to digitize an offline business model and working with partner Compasso Uol, Delly’s Food Service created a central location for order and delivery tracking. And to better serve their customers, they decided to offer new payment methods and self-service capabilities. For any business that moves online, the risk of cart abandonment is ever present, but Delly’s decision to invest in the customer experience has helped their new business strategy pay off. With the help of Oracle Marketing and Oracle Commerce, Delly’s saw a 20% increase in digital traffic and double the amount of SKUs per order. Customers are gladly using their system for takeout and delivery orders, and thanks to the positive experience, they keep coming back.

After a year with no fans in their arena, Spurs Sports and Entertainment was eager to welcome guests back, but doing so in a safe manner was no easy feat. Allowing fans to relax and enjoy watching their favorite team required the organization to mitigate COVID-related risks and implement the necessary protocols. But, most importantly, they also needed to share their new plans with fans. Communication was key, so Spurs Sports and Entertainment worked with partners Instant Marketing, Kore, Satisfi Labs, and  ZipWhip to deploy Oracle Eloqua Marketing Automation, as well as chatbots and plugins, to create and deliver effective communications that helped fans return to the stadium with ease. Increasing stadium capacity was quite a process, but the fun and familiarity of hosting fans again is a welcome reward.

We’re excited to continue celebrating the finalists and winners of the 15th annual Markie Awards with the upcoming posts in this series. Bookmark the Customer Success Stories category of the Customer Experience blog and check back regularly for updates.

In the meantime, learn more about the Pinnacle Award for Best Overall Customer Experience and the other 13 award categories at the Markie Awards website.

Christine Davis


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