Thursday Mar 07, 2013

Web Experience Management: The Key to Exceptional Online Customer Experience

Today’s customers expect an experience that is both relevant and interactive across web, mobile and social channels. By focusing on creating experiences that demonstrate how well you know your customers, that promote social interactivity, and that allow for anytime, anywhere access across web, mobile and social channels, you can successfully drive customer engagement, and unlock the door to greater sales and loyalty for your business.

The key to delivering the kind of exceptional online customer experiences that can help drive the success of your business is web experience management. A web experience management solution such as Oracle WebCenter Sites, can empower your business to better engage your customers online. With Oracle WebCenter Sites you can:

Create relevant and personalized online experiences

Today, it’s no longer acceptable to deliver a one-size-fits-all online customer experience. Instead, you must demonstrate that you know your customers by providing them with a relevant and personalized online experience that takes their preferences, behavior and past history with your brand into account. Oracle WebCenter Sites provides you with easy to use segmentation and targeting capabilities that will enable you to deliver a more personalized online experience.

Enable social and interactive online experiences

Customers expect their online experience with your brand to be as social and interactive as their experiences on social networks like Facebook and Twitter. To fulfill these expectations, you must provide your customers with plenty of opportunities to interact socially with your brand. This means incorporating user-generated content capabilities such as ratings, reviews, or comments into your web presence and integrating with social networks by enabling social login and social sharing of information on your site. With Oracle WebCenter Sites, you can easily incorporate social computing features into your online experience to drive engagement and foster community.

Deliver optimized experiences for mobile phones and tablets

The online experience is an increasingly mobile experience due to the ubiquity of phones and tablets. To meet the needs of mobile customers, organizations must optimize their web presence for anytime, anywhere delivery to the thousands of different mobile device types that are available. Oracle WebCenter Sites simplifies mobile delivery be enabling you to centrally manage both traditional sites and mobile sites using the same content, navigation and authoring interface.

Empower marketers to manage the online experience

Empowering marketers and other business users to take greater control of the creation, management and moderation of the online customer experience is a prerequisite for delivering the kind of engaging customer experiences that drive sales and loyalty. Oracle WebCenter Sites puts power into the hands of marketers with intuitive and visual site authoring tools that help you get your online initiatives to market faster.

Enable high performance, global online experiences

Assuring optimal performance across enterprise web deployments is a critical component of the online customer experience. With Oracle WebCenter Sites, you can deliver a highly scalable, multisite, multilingual, and multimedia online customer experience. With WebCenter Sites you can assure rapid, dynamic delivery of high-volume sites, streamline the management of hundreds of sites, manage vast and complex product catalogs with ease, and seamlessly incorporate digital assets into the online experience through rich media management.

Connect the online experience with other customer touch points

Customers expect to have a relevant, consistent and engaging experience across all of their touch points with a brand. Oracle WebCenter Sites can be integrated with commerce, faceted search, portal, CRM, BI and other customer experience applications from the Oracle portfolio to deliver a connected and engaging experience across the entire customer journey.

We hope you enjoyed learning more this week about enabling exceptional online customer experiences with Oracle WebCenter Sites. To learn more about Fusion Middleware, please check out other features in the The New Business Imperative: Social, Mobile, Cloud series.

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Oracle WebCenter is the center of engagement for business—powering exceptional experiences for customers, partners, and employees. It connects people, process, and information with the most complete portfolio of portal, Web experience management, content, imaging and collaboration technologies.

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