Thursday Aug 27, 2015

Bigger Than Ever - Oracle’s Commerce Solutions at OpenWorld 2015

There are a lot of great reasons for Oracle Commerce customers to attend OpenWorld at the end of October including in-depth product updates, many customer success stories, hands-on labs, and networking events.  Attendees will walk away with a better understanding of how Oracle’s commerce solutions can help them stay competitive in today’s rapidly changing commerce market. 

What’s New and Different?

Meet Oracle Commerce CloudThe Newest Addition to Oracle’s CX Applications Portfolio – See demos, learn about the roadmap, and hear directly from our first customers leveraging this new product

Hands-on Labs – Attendees will see how they can quickly stand up an online storefront with Oracle Commerce Cloud

Interactive Customer Showcases in the CX Commerce Demo Zone featuring Oracle Commerce and Commerce Cloud Customers

All sessions and the demo zone for commerce will be located on 2nd floor of Moscone West in San Francisco.

Conference Sessions

Commerce attendees can explore best practices and share knowledge with over 20 commerce focused sessions including:

  • Roadmap and release updates
  • An in-depth look at Oracle Commerce Cloud
  • Thought-leadership sessions featuring Oracle Strategy Experts
  • Customer Panels featuring both Oracle Commerce and Commerce Cloud Customers
  • Experience Manager and Business Control Center Best Practice Sessions
  • Customer and Partner Case Studies
  • Take part in more than just commerce-focused sessions and explore all that CX Central @ OpenWorld has to offer
[Read More]

Thursday Aug 06, 2015

The Dos and Don’ts of Visual Commerce – It’s all about balance.

After my last post on what visual commerce actually means, I decided to start a list of some do’s and don’ts when working with visual content on commerce sites. With global B2C ecommerce sales expected to reach $1.7 trillion in 2015 the stakes are high for companies to out-pace their competition. Visual commerce is one area that companies are betting on to help get them to the front of the pack. I plan to keep updating this list but here is a start – feel free to add to the discussion in the comments!

Do:

Mix social + product content

Mixing in imagery and reviews from social media sites can help consumers see your product(s) in a different light, but don’t rely solely on social content. Consumers still want to see your product up close through product imagery and need to know the specifics that only you can provide – what colors/sizes are available? What are the dimensions? Etc. Mixing these types of content on your site will allow consumers to discover everything they need to know all in one spot.

Use video and interactive content when possible

Beyond imagery, consumers want to see products in action. In fact, according to TV Page, brands are seeing a 79% increase in conversion rates after [consumers] watch a video. And, while videos are able to help your customers visualize how your product works or how it will look – remember to make conversions easy by embedding links directly to your product so consumers can purchase. At the very least, lead them to your home page or a category page if you are worried about managing inventory or having to frequently update your videos.

[Read More]

Wednesday Jul 22, 2015

(De)Constructing Customer Success for Consumer Brands – Is it More Than a Buzzword and does it Really Apply to Us?

Customer Success…is this just another buzzword, the new must have, a simple checkbox, or does it actually mean something?   I think we all know that big buzzwords (big data anyone?) can lose their impact and meaning but I am here to tell you that when you strip everything away, ‘customer success’ is really at the cornerstone of creating successful consumer businesses. 

Let’s look at the two words separately. Customers—every business wants to maximize the number of customers they have to grow revenues and spread out revenue risk. Success—achieving or exceeding ones goals, can be measured in revenues and metrics around growth, retention and adoption.

It’s interesting that when we put the words together, they take on a variety of meanings:

Customer Success = Superior Customer Experience = Part Process / Part Relationship = Doing whatever it takes to make the customer successful/happy. A few well-known examples: Zappos, Nordstroms, Chick-fil-A.

Customer Success = Helping the Customer Achieve their Goals = Driving their Success = Pro-active Engagement. A few examples: free nutrition classes at Whole Foods, the Genius Bar inside Apple Stores, pool maintenance courses at my local pool store, coffee shops offering lessons on coffee and brewing techniques, outdoor retailers such as Rock Creek utilizing ambassadors to introduce people to particular sports.

These two definitions are very distinct and have varying levels of adoption. The interesting part is that when one combines them, something really magical starts to occur. From the eyes of the business, they clearly want their customers to have a great experience and feel like they receive superior service, be it when they walk into a store, order something online or when they call. The reality is that, unless you are a monopoly, if your customer is not happy because of how they are treated, at some point they will leave you (about 68% of customers leave for this reason). On top of that, Forrester Research has conducted studies across 13 different industries and has shown that perceptions of customer experience are highly correlated to considerations of future purchases, willingness to recommend to a friend and defection rates to competitors (“The Business Impact Of Customer Experience, 2014, Forrester Research, March 2014”). For some businesses, shifts in customer perception equates to multiple, sometimes hundreds of millions of dollars, gained or lost.

But rather than just delighting them with great experiences, what if all businesses also started to say to their customers—we recognize that the experience doesn’t stop when you buy our product, we want to help you achieve your goals, help you succeed. The reality is, up until recently, few and far between would ever say such a thing to a consumer. At a very high level, telling someone is much easier than showing and helping someone. As an example, a health food store might say that eating xyz food will make you feel healthier but not everyone would show their customers how to make a food plan to actually make you healthier.

When one thinks about it, superior customer experiences + engagement is really a double whammy, a value proposition that is nearly impossible to beat. Let me put it this way—how many consumer businesses can you think of that focus both on delivering superior customer experiences and proactively help the customer achieve their goals? Those that do clearly know that underneath this catchall phrase of customer success is the pathway to creating successful businesses. Going back to the individual definition of each word, businesses obtain and keep servicing their customers to ensure their own long-term success.

So, where does this leave all of us? Great question. As you can guess, I am a big believer in customer success, from both an experience and engagement perspective. I also recognize that saying you have a consumer focused customer success program and actually implementing one (hint: sometimes simple actions go a long way) are two very different things. A first step forward is the recognition that customer success is not just a checklist item but also a way to grow your business, perhaps even developing into a viable competitive differentiator.

I plan to write more about the topic, using my professional and personal experiences to highlight ways to bring the various components of customer success to consumer businesses. Next up: A Tale of Two Interactions, Enabling the Customer Experience.

Tuesday Jul 14, 2015

Three “In-the-trenches” design observations to help keep your eCommerce competitive

I was at a trends conference in January of 1997 and the keynote speaker said something that I will never forget, The culture of the World Wide Web will never grow beyond an environment of sharing information."

Back then, there was a commonly understood respect for the Internet and the purists would never consider making it into a marketplace. It was a place where mankind shares knowledge for the common good. To use the Internet to buy or sell would have been to insult the Cyber gods.

2015 Coffee Purchase

Eighteen years later we hold our fingerprint smartphone in near proximity to a contactless reader and it vibrates to confirm the purchase of a $4 cup of over-roasted coffee. Trends can be subjective and misleading. Projected eCommerce US sales for 2016 may reach $316B and $98B* made with a mobile device.
*Statistic source…
Research date: 10.9.2014.

[Read More]

Thursday Jul 09, 2015

It’s Time to Get Omni-Geo: Applying Omnichannel CX Rules to International Selling

eCommerce growth in the more mature European markets has plateaued and many brands are looking to new country markets to achieve continued sales growth. But dealing with customer expectations becomes trickier as brands expand internationally. The headaches around offering shoppers a seamless, omnichannel experience on home territory simply multiply with each new country market.

Shoppers won’t understand if a product isn’t available to them when it’s available to customers in another country. The same is true of promotions, and delivery options.  Shoppers may expect to place an order using a money-off coupon in one country and collect from a store in another country, while adding points to their loyalty card. They won’t understand why that’s not possible – it’s all through the same brand after all.

Some brands try to tackle this issue by not allowing customers to see other country websites at all by geo-blocking, i.e. blocking access to websites based on location, or diverting the page back to a local browser - a practice which only further frustrates consumers.

So why don’t all the rules that apply to omnichannel – such as brand consistency, service offerings and stock consistency – also apply across geographical borders too?

[Read More]

Thursday Jun 25, 2015

Visual Commerce – Content + Commerce Evolved

Unlike a lot of folks around my age who are migrating toward city living and fighting a move to the suburbs, my husband and I recently took the opposite approach.  With a toddler, a massive dog, and a baby on the way, we made the decision to pick up our life in Boston and move to a more laid-back (read: less expensive) place to call home - Montana.   There have been many positives to the move, but one major downside is the lack of local retail options I’d become accustomed to in Boston.  I’ve always been a big fan of shopping online for items such as clothes and make-up but I was use to being able to go into a store to touch and feel bigger purchases – like furniture, sporting equipment, etc.

As if the move wasn’t complex enough, we purchased a home that needs a complete renovation.  If you’ve ever gone down the renovation path, you know it requires lots of imagination, creativity, and of course new, big purchases – everything from cabinets to light fixtures to furniture.  How was I going to do this with the limited options of physical retailers in my area?  Luckily, a lot of brands are taking the next step with their online sites to improve the experience, but I was surprised by how many brands still don’t incorporate anything more than standard product shots to help shoppers make decisions.    

In my quest for the perfect new purchases for my house I started thinking a lot about the types of experiences brands are offering to bring their products to their customers so they can visualize how the product looks, feels, and functions while shopping online.   I want to see what that new couch will look like in my living room, know how the motion activated on/off feature of the facet works…you get the picture.   The term visual commerce is used often to describe this type of content or experience but what does that actually mean?

[Read More]

Monday Jun 15, 2015

Hacking Growth: eCommerce Innovators Re-Imagining Familiar Consumer Markets

I distinctly remember the evening I learned about Uber from a work colleague in 2012. It was a moment that forever changed my level of work-travel-stress forever – it seared into my memory.

We finished dinner at a restaurant just outside of Philadelphia – a location just exterior enough to the city that it would be a pain to call and then wait for a taxi. Probably a wait of “only” 20 mins – but just long enough to become irritating when you desperately just need some shuteye before the next long day.

So if you can travel back in time to the olden days of 2012 – still a moment in time before we did everything (well, everything mundane at least) on your mobiles – Uber seemed truly magical. My colleague pulled up her phone, showed me the little ant-like cars nearby, ordered one – and we were at the hotel in less than 10 mins … exiting the car without worrying about having enough cash, giving directions to the lost driver, or tipping. We pulled up to the lobby. Jumped out. Done. Done!

Problem solved. New loyal customer gained.

In the 3 short years since that evening, terms like “just Uber it”, “it’s an Uber-like” business – have entered the daily lexicon. And not just for companies like Uber – Airbnb, Amazon Prime, Instacart, Warby Parker are all changing the way companies sell online forever. 

More importantly – for us consumers -- the most innovative ecommerce startups are revolutionizing the mundane parts of our day-to-day lives. Saving us precious time! Making things easier for us – so we can use those collective saved minutes to become more interesting, read more books, travel the world, have more mind-space. At least that is what I’m using my extra time for … ;)

Just take a look at the list of top ecommerce startups for 2014-2015. They are all applying innovation to industries / services where shopping experiences haven’t changed in decades.

They are all about creating an “x” experience that looks nothing like the “x” experience of the olden days – a disruptive re-imagining consumer experiences in established industries.

[Read More]

Thursday Apr 16, 2015

Oracle OpenWorld 2015: We Want to Hear Your Story! by Scott Ewart

Do you have a story to tell about your Customer Experiences (CX) in Marketing, Sales, Service, or Commerce? Implementations, solving business problems, increasing customer satisfaction...? We are sure you have valuable information and best practices to share, and our customers want to hear from you!

CX Central @ OpenWorld, taking place at Oracle OpenWorld 2015 in beautiful San Francisco, California from October 25 – October 29, 2015, is designed to provide a single place for all things related to the customer lifecycle. This is for all of Oracle's CX customers whose business requires them to definitively differentiate themselves across all channels, touch points, and interactions.

CX @ OpenWorld addresses: Marketing, Sales, Service, Social, and Commerce – and includes Oracle Marketing Cloud, Oracle Sales Cloud, Oracle Service Cloud, Siebel, Oracle Knowledge, Oracle Social Cloud, Oracle Commerce, and CPQ (Configure, Price, and Quote).

We invite you to submit your story before May 15th, 2015.We would love to hear stories related to your successful Oracle implementations or upgrades around CX, business transformations you have faced and solved, and the increased value your business has achieved through use of Oracle products.

You will be asked to provide information about yourself and the speakers, the proposed title and abstract, and the topic classification (tracks and session type). Sessions at CX Central @ OpenWorld are 45 minutes. Please keep in mind that at least one speaker is required.

Just follow the steps at this link.

Thursday Mar 19, 2015

Oracle CRM Watchlist 2015 Winner

Leading CRM expert, best-selling author, analyst and regular contributor to ZDNet, Paul Greenberg, has listed Oracle as a 2015 winner on his CRM Watchlist. Paul is an advisor to both public and private organizations and continues to define the landscape of CRM including industry trends, challenges and opportunities. As the Executive Vice President of the CRM Association, and Chairman of the University of Toronto’s CRM Centre of Excellence, Paul is considered one of the industry’s top thought leaders.[Read More]

Wednesday Sep 03, 2014

Oracle Commerce is Open for Business at OpenWorld 2014

There are a lot of great reasons for new Oracle Commerce customers and legacy ATG / Endeca customers to attend OpenWorld later this month. Oracle Commerce has scheduled more than 25 sessions presented by leading customers and implementation partners, as well as product management and consulting services.

Commerce @ CX Central—Moscone West, Floor 2
We know how important it is for attendees to  connect with Oracle product experts, implementation partners, and customers with similar interests and challenges. Therefore, all Oracle Commerce sessions will be consolidated on the second floor of Moscone West. Commerce @ CX Central will be the headquarters of all things Commerce at OpenWorld.

Commerce Kick-Off and General Session

  • “Commerce at Oracle: Commerce + CPQ Cloud Vision and Strategy,”  Tuesday at  10:15 a.m. and 12 noon, Moscone West, Room 3003 [TGS8714]
  • “The Future of Oracle Commerce: Roadmap and Release Update,” Tuesday at 4:15 p.m. and 5:30 p.m., Moscone West, Room 3003 [CON7518]

[Read More]
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