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How website personalization delivers effective communication in the public sector

The concept of personalization has been ongoing in the retail industry for years now. But for the public sector industry, municipal leaders are just starting to realize the potential of crafting customized customer experiences based on user behavior and context.

Many government websites host a vast variety of content, information, and news that is easily comparable to a big corporation operating in various businesses. Even a small local government site might host information about parking permits, daycare services, tourist attractions, and building permits while trying to attract new employees – just to mention a few. An unexpected situation like the COVID-19 crisis adds another layer of complexity for communication. 

Web visitors want to have the information they need without spending any extra time on the site. If the information is difficult to find or not interesting enough, web visitors will end up contacting the call centers which will then add up to the overall costs of the service. 

Personalization helps the users find the information according to their interests thus making the service relevant and more engaging. For citizens, it’s important that the user experience is seamless, regardless of the different administrative boundaries. The visitors seek great usability and the easiness to find information.

The benefits of personalization in the public sector:

  • More relevant messaging saves the resource of call centers and have a direct link to cost savings.
  • Employees are happier due to reduced routine work-load in support.
  • Make all information and content easily accessible across administrational boundaries for all citizens.
  • Better digital services bring more satisfied visitors that engage more with the content.
  • Allow rapid pervasive response to evolving situations by allowing targeting content to certain groups.
  • Achieve all these without expensive systems projects or adding manual labor.

    Personalized content block in public sector
    Personalized content block – Easy way to start providing the content that site visitors want and need

Easy way to start personalization

Personalization can take many forms, but to ease the adoption, we’re recommending to start with the following use cases that are very easy and fast to implement to any public sector site: 

  1. Content recommendations: Frosmo helps site visitors find the correct content by using AI algorithms to recommend relevant content. Recommendation strategies include  ‘Visitors who viewed this article also viewed’ and ‘Trending articles right now’.
  2. Local governments find location-specific personalization interesting as it consists of many geographical areas hosting their own services and events. Site visitors can select their area of interest or the technology can detect their approximate location. This has been popular because otherwise, the local content is buried under the general content or administrative categories. 
  3. Targeted pop-ups or ribbons to communicate urgent information like the COVID-19 related instructions and most recent updates.


Personalization and GDPR

Many are concerned about GDPR. Frosmo is fully GDPR-compliant. Personal data is not needed to provide dynamic and relevant website experiences.

Read more about the solution for the public sector and the privacy policy.


About the writer:

Maija Erkheikki has over 15 years of experience in the international software industry and is driven by a passion to use technology to improve the quality of life. This passion was best exemplified in her role as a consultant for healthcare companies, working on business processes and performance management. This led to a career in the partner-driven software business, where it is critical to build win-win-win models. Currently, she is fascinated by the digitalization of commerce and how artificial intelligence reshapes all industries.

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Better customer experiences through personalization in the travel industry

A holiday is so much more than just being on the actual destination. The customer journey consists of an active pre-travel phase which at times, can be more significant and time-consuming than the actual trip. 

Travel momentsSeveral studies indicate that travelers experience a significant boost in happiness during the planning stages of the trip as they look forward to the holiday experiences ahead of them. The travel customer journey stages include dreaming of the holiday, actively planning and booking the holiday, the actual holiday experience, and lastly, sharing the memories. 

All these micro-moments in the customer journey are important. They give travel providers a golden opportunity to create unforgettable customer experiences that turn website visitors into loyal customers. But during the delicate dreaming and planning phase of the holiday, many things can go wrong if the customer journey is not planned well. 


What is website personalization?

Personalization is a hot trend in the travel industry but it’s often referred to as how to tailor advertising and promotion in third party sites. Website personalization is creating a custom-tailored and seamless customer experience based on what you know about a person’s needs, wants, and preferences. With personalization, you can deepen your relationship with the customer by automating the delivery of relevant content for the right person at the right time.

Website personalization will not only improve customer relationships but also enhance customer retention and boost revenue. With businesses moving away from the one-size-fits-all approach, they can present relevant messages across all touchpoints along the customer journey. A seamless experience that responds to their specific travel needs keeps travelers happy and makes them come back for repeat purchases.

In the dreaming phase, web visits are regular and travelers need to have a variety of options to customize their holidays and enough content to learn more about the destinations available. Product recommendations play a big part to show what options and content are available during the desired timeline. It’s also critical that the web visitors are segmented according to their interests and are shown only personalized dynamic content and activity options that fit their holiday plans. 

The goal behind website personalization in travel is to help customers find what they need in planning the holiday of their lives. They expect a customized itinerary and other tips and tricks on what to do and what to explore while in the chosen travel destination.


Business benefits of personalization in travel

A case study done by Aurinkomatkat, the biggest travel provider in Finland, searched the value of personalization among Finnish travelers. Their findings were: 

66% of consumers say they appreciate individually tailored offers from travel companies

61% of consumers say they would appreciate recommendations in digital services, that are based on their relationship with the company

60% of consumers say it’s important that the company remembers their previous behavior and offer products and services based on that. 

Website personalization is a great way for travel providers to turn the data from customers and vacation dreamers into a great customer journey that will eventually increase conversions, improve ancillary revenue, and drive customer loyalty.

Case study: Aurinkomatkat

Segmenting website visitors is key to personalized customer experiences. Aurinkomatkat has almost 500 different segments based on clicks, searches, device types, geolocation, and booking data. An example of the segment would be families who booked a holiday that starts in less than 30 days — a great segment to start recommending extra activities during the holiday.

Another example of a segment is based on geolocation. Aurinkomatkat targets website visitors who live near the city of Oulu and offers holidays with direct flights from Oulu. This has proven to be a very successful segment with a 498% increase in conversion.

With the gathered data from different segments, Aurinkomatkat can show holiday offers to website visitors according to their interests: from adventurous packages for adrenaline junkies and family deals to travelers with kids. By keeping the content relevant, it becomes easier to find that perfect trip and as a result, conversions go up significantly. For example, by recommending the most viewed hotels, their conversion rates went up to 248%

Overall, 50% of bookings come from clicks through personalized elements. 

Case study: RUKA

Ruka ski resort is one of the leading ski resorts in Finland and the market leader in the ski travel industry with nearly 20% share of ski pass sales. 

For Ruka ski resort, personalization also starts with segmenting visitors: customers who show interest in going to Ruka and travelers who are already in the location. There are two seasons in Ruka, winter, and summer, that attract very different types of visitors. The customer data is then used to show personalized content to push events, ancillaries such as ski lift tickets, and different accommodation options. 

“We’re excited about all the possibilities that personalization brings to us to make the customer experience in all touchpoints of the travel customer journey outstanding — it brings happy customers but also great business results,” Jenni Ihatsu Director, Marketing & E-commerce, Rukakeskus Oy/Pyhätynturi Oy.

The travelers’ interests and needs may also vary based on where they depart. Segments based on geolocation are important to give the right kind of information from different kinds of travel options. The interest is also different in certain scenarios, for example, when the customer is already in the location or when he is still on his way. Mobile users who are already in Ruka receive special content exclusive for travelers such as current events, slope opening times, and snow situations.  


Testing and optimization is part of the customer experience

Testing is always crucial as many improvements can cumulatively turn into big conversion rate generators. Testing helps you gather data to show what should be developed next, reduce risks in costs, understand the audience on a deeper level, and solve the pain points that your visitors might have. Both Ruka and Aurinkomatkat use A/B/n testing to find out which variations of banners, recommendations, navigation, CTA’s, and content perform better. 

About the writer:

Wilfrid Kroath has been in sales for the past 15 years and worked with numerous global brands such as BT, DHL, H&M, Kone, Lego, Nokia, and UPM. He has a solid track record of technology, software, and business development. Besides his current position, he teaches business design and rapid prototyping courses to university students and SMEs.

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Is your marketing automation delivering great customer experiences?

The majority of purchase decisions nowadays are based on customer experiences (CX), not on prices. CX should be on top of every marketer’s agenda so it’s good to see that the importance of CX is finally getting noticed. In the Annual Digital Trends Report by Econsultancy and Adobe, marketers identified ‘optimizing the customer experience’ as the most exciting business opportunity in 2018.

Planning great customer experiences needs a holistic approach with personalized dynamic content to the entire customer journey. Do the tools we use now help us achieve great customer experiences? 

We’ve learned how to use marketing automation tools effectively to design customer journeys with engaging content up to the campaign landing page. If the conversion doesn’t happen at that point, we tend to rely on retargeting advertising to bring the customers back to the campaign site. But to truly transform customer interactions into customized experiences, website personalization is required, and this goes beyond marketing automation. 

In the real world, the customer journey doesn’t end on the campaign landing page but marks the start of the purchasing process. This is where website personalization comes in it helps the customer complete the desired task as efficiently as possible.


Personalization connects the dots for great CX

The exploring and evaluation phases of the customer journey start from the landing pages and this whole process is never linear. In practice, it means going back and forth different pages, exploring the content, and finally, building the confidence of making the right purchase decision. 

How we acknowledge revisiting customers and deliver more information about the products they’ve previously looked at is key to building up their confidence and making their customer journey as friction-free as possible. When effectively done, personalization helps customers progress through the customer journey better and easier. It connects the dots between marketing automation and the purchasing funnel on the website by creating personalized end-to-end customer journeys, thus enabling great customer experiences. 

Although marketing automation enables marketers to make the cross-channel experience a seamless journey for their customers, it shouldn’t stop there. To take marketing automation one step further, marketers should use website personalization to customize and optimize customer experiences. With website personalization and marketing automation, you can make customer experiences even more granular and focused. When combined, it is easier to deliver a full-lifecycle and create a cohesive customer experience across every channel. 

Marketing automation-website personalization


The benefits?

Personalization helps the brand to deliver more emotionally relevant content throughout the customer journey on an individual level. It’s easier to enhance customer satisfaction and drive impact to the bottom line when customer needs are anticipated. Loyalty is among many things that great customer experiences can help achieve. With loyalty comes another good thing, customers tell their amazing experiences to other people which then opens up to opportunities of gaining more customers. Read more about the benefits of personalization.


Interested to learn more?

If you’re interested to learn more about how personalization can help you achieve your customer experience goals, watch this 30-minute webinar with Weld. We’ll discuss the importance of creating meaningful customer journeys that also bring business results. We strongly believe that website personalization with scalable content creation is key to putting customer experience at the center of your digital service.

Webinar: Personalization with scalable content creation

About the writer:

Tanja Säde is the Chief of Marketing at Frosmo. With 20 years of experience in technology marketing, she is always curious about the latest technologies and marketing trends. She is enthusiastic about creating superior digital customer experiences through data, personalization, and AI. Outside of work, she is a yoga addict.

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What is website personalization?

We all know that every web visitor and customer has different individual interests and needs. Every visit they make to your website or online shop is unique. The important question is, how can brands take those differences to make personalized customer experiences that help customers complete the task they need as smooth as possible?

For Gartner, personalization is defined as: 

Software that applies context about individual users to select, tailor and deliver messaging such as content, offers and other interactions through digital channels in support of three use cases: marketing, digital commerce, and customer experience (CX). – Gartner

We, at Frosmo, see personalization as creating a custom-tailored and seamless customer experience while leveraging the data about a person’s needs, wants, and preferences. Personalization enables businesses to move away from the one-size-fits-all approach by presenting the relevant message at the right time across all touchpoints along the customer journey.

It’s not just about brands trying to please the consumers. The demand for better customer experiences also come from consumers regardless of the industry.

Salesforce also found that 80% of customers say the experience a company provides is as important as its products or services. Interestingly, 57% of consumers are willing to share personal data in exchange for personalized offers or discounts. Similarly, 52% of consumers would share personal data in exchange for product recommendations, and 53% would do the same for a personalized shopping experience.


Personalization as a customer service

Think of personalization as a great customer service. Personalization is about helping your customers to complete the actions as smoothly as possible by offering them relevant content, products, or guidance. 

The recent study by Gartner shows that brands generate more help for the customer to make progress on the buying journey with personalization and are likely to see a 16% lift in commercial benefit. The help could be i.e. making it easier to buy, providing assurance about making the purchase, teaching something new about the products or services, messages, or guiding products or services that could solve customers’ problems or rewards with exclusive offers. 

The personalization that helps the customer creates trust. According to a study by Salesforce,  95% of customers say they are more likely to be loyal to a company that they trust. Trust has a great business value as it creates loyalty.


The business value of website personalization

When customer needs can be anticipated, it’s easier to enhance customer satisfaction and drive impact to the bottom line. Personalization establishes the foundation for the ultimate omnichannel experience, paving the way to enhanced customer experience across all channels and devices.

Benefits of website personalization to consumers: 

  • Better overall experience
  • Increased and improved relevancy of content and experiences
  • Reduced clutter when visiting the site, which allows for faster interactions with the brand
  • Easier to find relevant products and services
  • More control over the customer experience 
  • Improved engagement creates brand trust and loyalty

Benefits of website personalization to online businesses:

  • Brand credibility and enhanced authenticity
  • Improved customer insights and data
  • Increased customer satisfaction and more opportunities for customer engagement
  • Improved customer retention and customer acquisition, and better customer support
  • Empowered salespeople
  • Increased conversion rates, revenues, sales order values, and subscriptions
  • More traffic to the site and more customers through referrals
  • Improved brand association and loyalty

In the
Gartner 2018 State of Personalization Survey, 87% of surveyed marketing leaders said that their organization is pursuing personalization. There are many reasons cited but ultimately, most companies aim to drive consumer engagement and completed purchases. Companies also report having to do less front-end development work as it’s easier and quicker to do that with personalization software. Marketers also report a reduction in acquisition costs and improvements in conversion rates from advertising.

It’s important to think of the business value of personalization on two levels; one is about making more conversions and revenues, and the other is reducing the expenses.

Real business value of personalization

Personalization has a positive impact on the conversion rate and average customer value. The customers who complete transactions are more likely to return and share their experiences – and become loyal. The loyalty improvement is the “interest on interest” in personalization ROI.


Where to start the personalization

Before doing a process of change, it’s good to understand the starting point. Personalization is a discipline that requires not only the technology but also processes and skills. 

Personalization shouldn’t be a one-time activity either – leveraging personalization and data-driven service design helps create the best experience and maximize business results. 

Start by completing our personalization maturity assessment and get your personalized report on where to start.  We’ve put this tool together based on our experience with implementing personalization across industries and clients over the last 10 years.


Download the ebook The power of personalization and learn from loads of examples, know the practical tips, and get the standard best practices for different industries, such as retail, media, and iGaming.

The power of personalization


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Getting the best out of personalization


Personalization is not an easy journey. And despite its strong business case, positive results, and years of experimentation to further enhance its capabilities, the opportunities for effective personalization strategies remain largely untapped. Because for every success story, there are dozens of weak efforts or failed attempts.

74% of consumers get frustrated when they see website content that has nothing to do with their interests. -KIBO

With customer expectations for personalization and hyper-customization constantly evolving, it’s time for businesses to keep up. But the question is – how? Here are some questions you can start with to have what it takes to win the personalization game.

Is it relevant and compelling?

A good personalization revolves around relevancy and remarkability. It’s all about providing a richer experience by serving the right message on the right channel at the right time. According to an Accenture study, 44% of all customers feel that brands fail to deliver relevant personalized experiences.

If you’re going to suggest a product, get it right. Whether you’re using a recommendation tool or manually selecting the product you’re suggesting, ensure that the recommendations are relevant and appropriate. If the suggested product isn’t what they’re interested in, you have the risk of losing not only a potential upsell but also the customer’s trust in your capability to connect with them.


Is it too much?

While taking personalization to a whole new level sounds promising, it’s crucial not to let it go too far. There’s a thin line between delivering useful recommendations and those that raise a red flag on privacy concerns. When you cross that line, it will be hard to get the trust back. Your customers should feel recognized and understood, not stalked. So, identify the customers personally, but use their data without being too creepy nor invasive. Strong brands are based on trust.

Personalization is not the experience. It’s how you curate meaningful experiences. -ACCENTURE


Is it repetitive and annoying?

Showing the same offers again and again, even when they’re relevant, will eventually tire customers and drive them away. There are retargeting ads and campaign messaging that chase customers all over the page. Personalization aims to engage customers in an authentic and remarkable way that recognizes them and serves their needs.

Though it might be tempting to over-communicate promotions and recommend multitudes of products, remember that less is more. Keep the frequency down as spamming will make customers feel harassed and regret the decision to give you their information. Most customers appreciate a lot less personalization than most marketers believe. Suggest products they love and encourage more engagement quicker and easier with well-crafted campaign messages carefully selected just for them.


Bottom line

Businesses are now expected to deliver perfectly curated customer experiences. It’s not easy to create messages and offers that feel truly personal and relevant to potential customers, but when personalization is done right, it becomes a very powerful marketing tool with many benefits to both customers and businesses

It’s also important not to violate customer trust when implementing personalization strategies. Data may be one of the factors in enabling personalized experiences but transparency and trust are key elements in customer loyalty.

Two-way conversations when interacting with customers allow the brands to effectively listen to the customers. By doing this, customers have the power in their hands to let brands know what they truly want and when they want it. These continuous two-way digital dialogues result in significantly better and more personalized customer experiences for every individual.

Download the personalization ebook for some insights, examples, and practical tips for different industries, such as retail, media, and iGaming.

personalization ebook

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Shopping funnel optimization tips

For ecommerce stores, the holiday season is the best time of the year for a different reason it’s the perfect time to reap the rewards of shopping funnel optimization. With Christmas only a few weeks away, this article will provide you with a few easy-to-implement last-minute adjustments to maximize conversions and revenues.

The real battle begins when people have already put items into their shopping carts. It’s when you have the biggest opportunity to turn window-shopping into done deals. So at this point, it’s crucial to ensure that the checkout funnel on your website is at its optimal level. Why? Because when people reach the checkout page, usually, they have already made up their minds to buy something and they are most likely to convert.

But let’s face it, not everyone who’s heard about your brand and visited your site will magically turn into loyal customers. According to studies, as many as 75% of users abandon the shopping cart stage for many reasons. This is why optimization at every stage of the funnel is critical to improve the number of people you drive towards conversion. Optimizing your shopping funnel puts the focus on your customers, which, in turn, increases conversions and improves customer experience the winning combination.


What is a shopping funnel?

The shopping or checkout funnel is a visual metaphor for the path taken by a potential customer as they move towards becoming a customer. It’s a process that helps you to visualize and understand the customer purchase flow, and guide the potential customers towards conversion, from the time they land on your site to the time they convert into actual customers.

Shopping funnel

The entire customer journey could take place in a matter of minutes, or hours, or even days, as a customer visits the site, adds items to their cart, and completes their purchase. The funnel shows the number of pages that customers visit from the landing page to the ‘thank you for your purchase’ page. Because the shopping funnel is at the baseline of the marketing funnel and the start of the checkout process, all the marketing efforts have already paid off at this stage.


Understanding the marketing funnel and how it is related to the shopping funnel

Let’s go through the marketing funnel to truly understand how customers move down through the whole journey – from initial contact to final purchase – as they learn more about your product and express intent to purchase it.

A marketing funnel helps you map the customer journey from the initial stages when people become aware of your business up to the time they’re ready to make a purchase. Through the funnel, you can easily identify what you need to do at each stage to make sure that the customer moves towards making a buying decision.

The objective is to improve the conversion rate at each stage of the funnel so that more customers make it through the full funnel. So in a sense, the marketing funnel attracts shoppers to the funnel and pours people in so they can get to the next funnel – the shopping funnel. Once people have reached the last stage of the marketing funnel, you need to pull them through the shopping funnel and guide them to the next desired action. People should be certain about the next steps to take and should easily see the options available.

For example, a typical marketing funnel for an ecommerce site starts with attracting website visitors and ends with the decision to purchase, while the shopping funnel starts with landing on the site and intent to buy until they add the items to cart and complete the transaction.

Marketing vs shopping funnel

But of course, even when the sweet victory of purchase is almost within your grasp, any customer can choose to get off the hook at any step. So, how do we make sure the customer gets to the finish line?


Optimizing the shopping funnel

In an ideal world, it’s really simple. A person visits your site, checks out product pages, adds a product to their cart, and completes the checkout process. But mapping out an ideal shopping process can make you understand more how many of your site visitors are progressing through each of the stages in the funnel. To do this effectively, you need to think about the customer experience at each stage — what they want, and how you can give it to them. 

For example, if you run an ecommerce store, your shopping process might look like this:

Shopping process

Having amazing deals and great content is important, but all your efforts will go to waste if the UX (user experience) is bad. So a well-thought-out and streamlined UX throughout the shopping funnel will become a game-changer when creating the ultimate shopping experience. 

Here are the five stages in a shopping funnel: 

  1. Site visit – A customer arrives at your site.
  2. Product view – Customer views a specific product page for more detail.-
  3. Add to cart – Customer shows a strong preference for a product by adding it to their cart.
  4. Enter checkout – Customer shows strong intent that they will purchase your product.
  5. Purchase – Customer goes through the entire checkout process and completes the transaction.

To build a highly converting shopping funnel, you need to maximize yield in each stage of the funnel. Finetune the key customer touchpoints and increase revenues this holiday season with these optimization tips for every stage:


Stage 1: Site visit

Website navigation should be easy

Website navigation can either make or break the customer experience. Imagine going through a complex maze without a map or a point of reference. It can be frustrating and overwhelming.

The aim is to have customer-focused navigation. A well-defined structure makes navigation easier and more engaging so users will spend more time on the site. Structure your navigation menu so that it reflects the main categories on your website. Every visitor should know what you do, offer, or provide at a quick glance and without having to search for what they want.

Optimize the mobile experience

According to the KPI Report 2019, 53% of online store traffic comes via mobile devices.

With the massive amount of people using mobile devices to shop and complete purchases online, a mobile-responsive UX is no longer a nice-to-have but essential and critical for any ecommerce website. A mobile-optimized website not only increases leads and sales but also helps increase search engine optimization.

H&M mobile shopping
H&M has an excellent layout for mobile checkout. They offer discounts exclusively for mobile users once in a while, and they also allow existing customers to keep the items in their baskets for a few days.

Customers expect the same good desktop experience, but on a smaller screen, which makes it more challenging. So ditch the
original full-featured desktop experience with all kinds of animations, long narratives, and huge images that not only make the loading slow but occupy the whole page. A visitor will leave a mobile page after 39 seconds, so make sure that visitors who are accessing your site from mobile devices have an optimal experience.

Boost site performance

A widely quoted study by the Aberdeen Group found that a one-second delay in page load time yields:

  • 11% fewer page views
  • 16% decrease in customer satisfaction
  • 7% loss in conversions

Load times can heavily impact conversions. A study published by Google indicates that visitors are 32% more likely to leave a site if the page takes between 1 and 3 seconds to load. So if your site is too slow, you’ll lose visitors before you even have a chance to market to them. 

There are many factors that influence the page loading times. Increasing speed can improve customer experience and can have a significant positive impact on your overall site performance. So spend some time to look through your site’s speed test results and focus on the high-impact issues that will result in easy wins. Even small steps can make a difference and have an impact on your conversions.


Stage 2: Product view

Analyze and optimize your product pages

Analyze the various elements on your product pages and understand what your customers get while browsing through them. Check whether or not your product pages:

  • Engage with your customers with a clear product page design.
  • Provide sufficient information such as important features and components to help your customers decide on a purchase.
  • Present your product clearly with high-quality product photos and a compelling description.
  • Include engaging copy that speaks of your brand.
  • Load fast and provide an overall good customer experience.

Provide detailed product information

A product photo is important but it’s the high-level product information that informs customers about the benefits and features of a product. This is the part where you can convince them to buy from you. The product descriptions should position your products, target your ideal customers, and foster a strong buy response. Keep them short and sweet and use a clear structure with headings and bullet points to improve readability.

The product page should provide details such as:

  • A relevant product title.
  • Price and the percentage of discount when applicable.
  • Important features, components, benefits.
  • Materials and compositions of the product.
  • Care and maintenance instructions.
  • Size and other dimensions.
  • Lead-time if the product requires a longer time to ship.
  • Other information about the brand, such as availability, other specifications, and videos or tutorials if needed.
Amazon shopping
On the Amazon website, resellers provide comprehensive product information.

Build and increase trust with customer reviews and ratings

Product testimonials build trust, which in turn increases conversions. They can clear any doubts that your potential customers might have about the products and help speed up their purchase decision. Gone are the days when people rely solely on personal recommendations. Nowadays, many customers prefer to go with social proof such as online reviews and product ratings.


Stage 3: Add to cart

Feature a prominent and clear CTA

Create the perfect CTA (call-to-action) if you want people to buy. The CTA and cart icon should be clearly visible on the product pages. An effective CTA tells customers what they should do next so it should have direct phrases such as ‘add to cart’ or ‘buy now’.

ASOS shopping
Fashion brand ASOS uses prominent CTAs on their ecommerce product pages.


Show that something has been added to the cart

Zara shopping

When the shopper adds a product to the basket, give them the right information to eliminate confusion and shorten the time spent in making the purchase. Going back and forth to check what product has been placed in the basket or how many items are already in the cart interrupts the shopping experience.

Once a customer hovers over the shopping cart icon it should show the details about what they are buying with a small thumbnail image and a short description. There should also be options to either proceed to checkout or continue shopping. The shopping cart icon should also always display the number of items in it and should move down when scrolling and looking through long lists of items. Customers also need to have an option to easily review what’s in the cart, and edit it if needed, without starting all over again.

Emphasize free shipping

Free shipping is one of the most important unique selling points and a factor that often prompts a visitor to choose one online store over another. That’s why it’s so important to emphasize free delivery not only on the main page and product pages but also in the cart where a customer is making a final decision whether to complete a transaction or not.

Another option is to have a delivery calculator, like what kids’ brand Reima has, which serves as a reminder to customers of how much more they need to buy to qualify for free shipping.

Reima delivery calculator


Offer save or wishlist options

At times, people aren’t ready to purchase yet, even if they’re already halfway through the checkout stage. To save those potential sales, there should be an option to let people save items for later, or move items to a wishlist, so they can later continue the shopping without having the need to hunt down the items they’ve initially selected.


Stage 4: Enter checkout

Checkout conversion is undeniably the most critical metric in any ecommerce business. If your shoppers don’t complete their purchases, none of the rest really matters. But with cart abandonment rising in figures and hitting hard, especially during the holiday season, retailers need to find ways to ensure higher checkout conversions.

Let the customers review the product in the shopping cart

Display the products in the shopping cart in a convenient size and good resolution. Small thumbnail images that you can barely see isn’t a helpful reminder of the products they added to the cart. Aside from the images, show them the details of what they are buying, such as availability, the color they chose, and the number of items they added to the cart.

Full disclosure on shipping costs

Be transparent on the fees right away. Ensure that shipping fees, taxes, and other costs are visible throughout. Shoppers highly value transparency. Any hidden costs, such as taxes, are major turn-offs.

At the same time, make sure that the return policies and other detailed shipping information are also easy to find. If finding the delivery information proves to be a treasure hunt, customers may get frustrated and just give up. Customers should also be informed exactly when they will receive the items and what to do if they aren’t too happy about them.

Bestbuy online shopping
Best Buy, an online electronic store, shows delivery information and offers other shipping options and payment options.

Eliminate the mandatory sign up and offer a guest checkout

If this is the first purchase from your website, and perhaps the only one, customers are questioning the value of spending a lot of time filling out a signup form and giving out their email address.  People don’t want to be forced to create an account because signing up can be a time-consuming effort. Now there are faster registration options, like Facebook or Google login.

So for new customers, they should have the option to check out as a guest, especially for single-item purchases. Or you can allow the checkout page to double as the registration page as well, collecting the name and email. You may also want to include the password field in the checkout form to avoid a separate step in the shopping funnel or the option to generate a password after the order has been completed. 

For returning customers, the checkout page should automatically pre-fill their contact information and there shouldn’t be a need to register or enter a password to access the shopping cart. Make it as easy and hassle-free as possible to complete the order.

Create elements of reassurance

Customers judge the security of your checkout process based on how credible your site looks. Doubts and fears are an inevitable part of the online shopping experience and the causes for suspicion can range from outdated layouts to missing images and no SSL certificates. More of a gut feeling, they usually rely on authentication and security logos like ABTA and ATOL for travel or the VISA logo for general ecommerce websites.

But there are a lot of great ways to assure your users that you and your business are both reliable. Your security badges should be clear and visible. A lock symbol in the address bar also indicates security. Potential customers want to make sure that their financial information is in the right hands. They have peace of mind and feel safer when they know that if anything goes wrong, their money will be refunded.


Simplify the checkout forms

Keep the checkout as simple as possible. Reduce the number of form fields and only include the necessary ones. Options for doing this include:

  • Use a single field for the customer’s full name, rather than separate first and last name fields.
  • Make the shipping address the same as the billing address, unless the customer requests differently.
  • Use an address lookup service to automatically find addresses and zip codes.
  • Autofill form data from information stored in a browser or password manager.
  • Retain customer information so repeat customers don’t have to enter the same info again.
  • Automatically copy shipping information to the billing information field if they’re the same.

Deliver relevant, smart, and personalized recommendations

You can recommend relevant products or other similar products to your customers when they’re on the checkout page. Sweeten the deal by offering additional products that complement the item that your customer wants to buy. Consider it as a good customer service because as you encourage the customers to purchase more, it can also help them with their shopping needs. 

For example, for a dress, provide options for shoes and other accessories that match the dress. Personalized recommendations offer a more customized shopping experience, making customers feel more valued. To learn more about this topic, have a look at the comprehensive guide to recommendations


eventim recommendations
Eventim shows recommendations by category, combining similar events and showing ratings given by other visitors.

Stage 5: Purchase

Conduct on-site surveys

The timing of surveys is critical, especially if you want to get the best response from customers without distracting them from their purchase journey. The surveys will give you greater insights into what customers feel, what their goals are, and what their pain points are. The results will help you craft a better, more relevant, and highly-targeted message.

ASOS on-site survey

A survey on the order confirmation page can usually yield more results because people who just bought something are more likely to answer questions about their experience. But this also means you won’t get feedback from those who didn’t purchase. In these cases, you can trigger a survey when customers are about to leave the site or abandon the cart. These are the two common on-site surveys:

  1. On-page surveys are activated when a visitor visits the page, either immediately or after a set period of time. One example is the survey on the purchase page when the order has been completed.
  2. Exit surveys are activated when the visitor shows exit intent, like hovering over the browser’s taskbar and abandoning a cart. The survey will give you the chance to gather feedback from potential customers before they leave.

Turn them into returning customers

Once customers have made the purchase, they’re excited about their order. So the best time to promote your loyalty club is right after they bought something. Having a loyalty program is a great way to encourage repeat purchases and increase customer loyalty. In fact, according to one report, repeat customers spend 67% more than new customers. Offer them discounts such as 10% off or free shipping on the next purchase.


Get those cart abandoners back

Letting shoppers abandon their carts is one thing, but not trying to win them back is another. A website visit normally starts with “window shopping” and it’s in your hands to turn random visitors into buying customers.

Customers may add items to their baskets but, when life gets busy, they leave abruptly and forget all about it. A brief but impactful abandoned cart email is an excellent way to remind people to come back and purchase their abandoned items.

At the same time, you can also let them know that their items will stay in the shopping carts for a certain amount of time, say two weeks, in case they decide to come back and purchase them. Imagine a customer going back to your site after a day or two to finish the checkout, only to find out that all the items in the shopping cart are gone and that they have to put everything back in the cart.

You can also use an exit-intent popup when customers attempt to leave without purchasing. Give them a reason to complete the checkout process. Offer discounts, coupon codes, or some freebies.

Exit intent popup
This is one example of an exit-intent popup that offers a discount when one signs up for the newsletter.

The secrets to a highly converting shopping funnel

Identify leaks in your shopping funnel

Let’s visualize a real funnel and think about how it works. When you pour water into it, all of the liquid contents will be forced through the small hole of the funnel, right? In this metaphor, the water represents the potential customers. And if this is the case, then everyone will become customers. But as we all know, that’s not really true. 

Now, imagine there are tiny holes in your funnel. Water then starts leaking slowly and as you reach your destination, you’d probably be left with just a cup of water. Think now of how the water, or your potential customers, move through the shopping funnel. In most cases, only a handful of those who enter your funnel make it to the bottom. Along the way, there’s always an opportunity for water to escape through the holes. So the question is: Should you start going back to get more water, or should you spend time to repair the leaky funnel? 

The thing you need to constantly remind yourself of is that the funnel will always have holes. You’d fix one only to find out that there are two more new holes. If you can effectively plug the leaks as you spot them, the funnel will be more optimized. Don’t concentrate on getting more water, or sending more customers into the leaky funnel, instead, focus on ensuring that the funnel is in good working condition. It will require a lot of work and constant maintenance, but it will be worth it.

Test, test, test, and test again

A lot of work has been put into your shopping funnel, your content, and your UX. What’s next? It’s time to analyze the different metrics such as click and bounce rates, conversions, and website traffic at each stage of the shopping funnel. Multi-armed bandit experiments and A/B testing can help you identify any unanticipated obstacles. 

For example, you can run a test on your checkout page where users have two options: either click ‘Sign up today’ or click ‘Log in’. When you have the data to back up, you can test different variants, make necessary changes on images, copy, and CTAs, to see how these impact conversions. Set up tests and experiments to find out what’s good for your ecommerce store and start optimizing your product pages and checkout pages.


Continue to build, analyze, and optimize the shopping funnel

Although building an optimal checkout flow isn’t a one size fits all and there may be different solutions for each site, the principles are universal. Having a well-performing shopping funnel in ecommerce and in any industry is crucial to turn potential customers into loyal customers. 

Having a proper and well-structured shopping funnel is essential to any kind of website. Improving your overall site experience and shopping funnel is an ongoing process. You have to continuously analyze, change, and optimize it with smart strategies to give customers the best experience as they move closer to the end goal. 

At the same time, improve on your website personalization strategies and tactics to make sure that this holiday season is indeed the best time of the year. 

Download the personalization ebook for insights, examples, and practical tips for different industries, such as retail, media, and iGaming.

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Delivering product recommendations that customers can trust

Helsinki is located on a peninsula and surrounded by the cold waters of the Baltic Sea. So half of the year means freezing wind and temperatures fluctuating between +5C and -5C. And now that winter is fast approaching, I have to make sure that I have the proper outdoor wear. 

This year, I was on my search for a new winter parka jacket as the current one has finally reached the end of its lifecycle.

I went through many options and utilized highly relevant product recommendations related to similar products by many retailers. In the process, I also came across a few irrelevant recommendation strategies.

The first interesting one was on a mobile page of one retailer, where they clearly had an issue regarding what level of product information is used for recommendations. The image shows the example of a green winter park size 38. The recommendation engine had decided that the top three recommendations for me would be:

  1.  A winter parka of the same brand, but three sizes bigger, the product itself was relevant, size not so much
  2. The exact same product, but two sizes smaller
  3. The exact same product, but five sizes bigger

product recommendations

What a shame. Mobile is a challenging user interface, as the screen is so small and often, the visitor browses quickly through pages so it would be extremely important to make the most of the real estate available.

After going through price and availability options, I decided where to buy the parka jacket. I would have been the perfect candidate for add-on products, such as gloves or scarves, in the last stage of my purchase journey, but guess what they recommended for me?

  1. Exactly the same jacket, but a different color
  2. Another jacket, less than half of the price

product recommendations

At Frosmo, we advise our customers not to make their visitors get confused and doubt their purchases during the whole customer journey. Instead, we consider offering complementary products all the way through the funnel as a form of good customer service. 

As I now wait for my order, I’m having second thoughts as to whether the green parka is better than the black one.

How to do smart and effective product recommendations

In the example mentioned, the company lost potential add-on from a customer who would have been willing to buy additional products. The recommendations failed to create a good customer experience that would help the customer trust her purchase and to find products that would nicely complement the jacket that’s already in the shopping basket. 

It’s crucial to pick the right kind of product recommendations to significantly increase average order values and effectively boost conversions. At the same time, smart and effective recommendations build and instill confidence in customers and ensure them that they made the right purchase. By showing the right content at the right time and in the right place, customers will also have unique customer experience tailored to their interests during the buying funnel. 

Read how international retailers Clas Ohlson and Reima use smart recommendations. 

Download the comprehensive guide to recommendations.

Comprehensive guide to recommendations

About the writer:

Maija Erkheikki has over 15 years of experience in the international software industry and is driven by a passion to use technology to improve the quality of life. This passion was best exemplified in her role as a consultant for healthcare companies, working on business processes and performance management. This led to a career in the partner-driven software business, where it is critical to build win-win-win models. Currently, she is fascinated by the digitalization of commerce and how artificial intelligence reshapes all industries.

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Benefits of website personalization

Personalization is a software that applies context about individual users to select, tailor and deliver messaging such as content, offers and other interactions through digital channels in support of three use cases: marketing, digital commerce, and customer experience (CX). – Gartner

For decades, stores have pretty much dictated people what they should be and what they should wear, dressing up mannequins in clothes and accessories they wanted the customers to like and buy.

But now, the tables have been turned upside down. We’re now at a turning point when technology has evolved to let brands listen to the likes and dislikes of their customers and serve them accordingly. Customers finally have the power in their hands to let brands know what they truly want. And with their demands and expectations swiftly rising all the time, digital marketers and ecommerce managers should customize and deliver a one-to-one digital interaction to reach their customers on a more personal level.

Website personalization

So, what is website personalization?

Personalization is creating a custom-tailored and seamless customer experience based on what you know about a person’s needs, wants, and preferences. In short, it’s the delivery of the right content for the right person at the right time.

Through website personalization, businesses are able to move away from the one-size-fits-all approach by presenting the relevant message at the right time across all touchpoints along the customer journey. When customers have a seamless experience that responds to their specific needs, they feel valued and come back for repeat purchases.

Watch the short video to learn more about personalization and why it’s critical for any online business.

Introduction to personalization

Personalization as a customer service

Businesses need to humanize the digital experience by moving from marketing communications to digital conversations. – Accenture

The attention span of an average consumer is getting shorter and shorter. In desktop but even more critically in the mobile, the “real estate” of providing the relevant content to your web visitors is really small. The first message needs to be personalized to get the attention of the web visitors and present to them the next clear steps to follow.

Think of personalization as a very good customer service.  All website visitors have unique circumstances and therefore, they are in different stages in their buying journeys i.e. one is visiting the website for the first time, one is visiting the website through google ads campaign, and one has abandoned the shopping cart twice already. So, it really makes a business sense to provide dynamic content to meet the needs of different people in these distinctive stages of their customer journeys.

The benefits of website personalization

Personalization influences customer behavior by effectively targeting customers based on their needs, preferences, and intent. It helps the brand deliver more emotionally relevant content throughout the customer journey by segmenting the customer base into meaningful groups, or even at the individual level. When customer needs can be anticipated, it’s easier to enhance customer satisfaction and drive impact to the bottom line.  Website personalization establishes the foundation for the ultimate omnichannel experience, paving the way to enhanced customer experience across all channels and devices.

Accenture believes that the ultimate goal of website personalization is to use data to make it easier for customers to find and consume what they want, how and when they want it, based not only on past purchases or browsing but by understanding the reasons behind their preferences.

83% of consumers are willing to share their data to enable a personalized experience. – Accenture

Benefits of website personalization to consumers: 

  • Better customer experience
  • Increased and improved relevancy of content and experiences
  • Reduced clutter when visiting the site, which allows for raster interactions with the brand
  • Easier to find relevant products and services
  • Improved engagement with the brand creates brand trust and loyalty

Benefits of website personalization to online businesses:

  • Brand credibility and enhanced authenticity
  • Improved customer insights and data
  • Better customer experience and more opportunities for customer engagement
  • Improved customer retention and customer acquisition, and better customer support
  • Empowered salespeople
  • Increased conversion rates, revenues, sales, order values, and subscriptions
  • More traffic to the site and more customers through referrals
  • Improved brand association and loyalty

The key business objectives and use cases for personalization are different for different types of businesses. In media, the key measure of success may be the engagement of visitors and the number of visited pages. In retail, the average order value is the key measure. In travel, profitability comes from maximizing the sales of ancillary services. Gambling typically focuses on the number of games played per session, deposits, and loyalty.

Irrespective of the industry, companies have a focus on personalization in their digital service to:

  • Improve the usability of the service
  • Make it faster and easier to discover the products and services
  • Create a dynamic ability to drive targeted promotions and campaigns
  • Invite the visitor to interact with the site more, and purchase additional or higher-value products
  • Experiment with alternative approaches to find the most impactful experience improvements in these areas impact the basic key performance indicators (KPIs):
  • Customer loyalty
  • Improved conversion rates and online revenue
  • Reduced bounce rate
  • Increased number of items bought (or interacted with)
  • The higher average value of items bought (or interacted with)

Getting the best out of website personalization

Personalization is not an easy journey. And despite its strong business case, positive results, and years of experimentation to further enhance its capabilities, the opportunities for effective website personalization strategies remain largely untapped. The reason is that for every success story, there are dozens of weak efforts or failed attempts.

Successful personalization will only be seen by businesses that start two-way conversations.- Accenture

Download the ebook The power of personalization and learn from loads of examples, know the practical tips, and get the standard best practices for different industries, such as retail, media, and iGaming.

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My first Gartner IT Symposium

This morning, it was snowing on my way to work. Sunny Barcelona seemed to be a million miles away. It’s still just a couple of days ago since I participated in the Gartner IT Symposium for the first time. For me, that meant three days full of information and inspiration. In this post, I want to share my thoughts and main takeaways.

“By failing to prepare, you are preparing to fail” is a quote attributed to Benjamin Franklin and fully applicable to the IT Symposium as well.

My initial thought about planning was making sure that I get a flight and a hotel. Not a trivial task when 7000 people want to make their way to Barcelona at the same time. If I’m going again, definitely the first thing I would do is to book everything as early as possible as there were some challenges with the travel arrangements. What proved to be equally important was going through the agenda and selecting the sessions I wanted to attend. I don’t know how many sessions were offered in total during the week, but just with a filter “AI & Machine Learning” I got a list of 65 sessions, “Leadership, People and Culture” gave a list of 98 sessions. As it seemed feasible to squeeze seven sessions into a day, I had to do some serious prioritizing to decide the most relevant ones. 

As I made my way to the convention center on Sunday, I was feeling excited, but also a bit lonely because I was traveling alone. It had not occurred to me that I might run into people I know at the symposium because of the large number of attendees. After bumping into an old friend at the registration desk and thereafter having a super interesting discussion with the person sitting next to me, my worries were gone.

Drivers for innovation for Retail

Sunday was an industry day which meant there were separate tracks available for nine different industries. As my key area of interest is personalization, I decided to attend the retail track. The retail sessions I selected varied from the changing nature of retail to using AI and hacking the culture. Overall the retail track can be summarized with AAA: Amazon, Alibaba, and AI were mentioned in all presentations as drivers for innovation and disruption.

An overall theme was “techquilibrium“, a term to be introduced the next day, describing the balance point of traditional and digital capabilities. As one analyst phrased it: “some customers want a tech experience and some don’t”. The challenge for retailers to know their customers and find the balance point.

One interesting Gartner prediction was that “By 2023, e-commerce will cease to be a differentiator in the retail marketplace.” During the last session sat next to a former colleague who reminded me to come in early on Monday to secure my seat for the official opening keynote. I thought that it meant being on time, but I was wrong.

The value of networking

On Monday I arrived at the convention center about an hour before the keynote and saw a huge line of people waiting for the doors to open. Luckily, I managed to get a seat at the balcony and 30 mins before the session began, it was a full house. The opening keynote was themed under “Winning in the Turns: Leading in a Digital Society“. It introduced terms such as “TechQuilibrium” and the “Everything Customer” who wants to be served by any device, at any time, but at the same time, keep their data and privacy safe.

On Monday, I was invited to join a fairly small, sponsor-hosted networking lunch. I think sponsors get to invite people they think might be interested in their offering to discuss over lunch. Clearly, this sponsor wanted to avoid making lunch “salesy”, so they talked briefly about industry trends, but never introduced the company. So at least I and a couple of people at my table never understood what they do. I honestly don’t think it would have been too pushy to introduce the company briefly. That’s a lesson for me for in the next event we are sponsoring, to not assume that everyone knows you.

In addition to really high-quality sessions hosted by analysts, I also had a couple of one-to-one meetings to discuss Frosmo’s questions related to our personalization software and go-to-market plans. It really amazed me how quickly the analysts were able to comment on a topic I presented, even though we had no preset agenda for the meetings. I would place the one-to-one meetings as the most valuable part of my symposium experience.

Networking: The only meetings I had prebooked were two one-to-one sessions with analysts. All my other discussions were more or less random based on who I happened to sit next to. This was more powerful than I thought it would be. Often, sharing a session meant sharing some interest and I got to have such interesting discussions with people whom I’d otherwise never speak with.

To know where the world of IT is going

The great value of Gartner is its broad view into different topics and the ability to create frameworks that can be used as checklists for many different purposes varying from organization-level digital transformation down to deploying AI in a retail organization and organizing product marketing in a software company. 

The entire symposium ran from Sunday morning to Thursday afternoon. I left on Tuesday evening after being filled with information from all aspects. Unfortunately, this meant that I missed a keynote by one of my favorite authors Daniel Pink. He talked about “The Scientific Secrets of Perfect Timing” and I’m sure that was a super interesting talk. For anyone attending all five days, it’s really a load of information and discussions and will for sure take some time to analyze and process everything.

The entire symposium was extremely well-organized. I want to give special thanks to David Chamberlain at Gartner for making everything work smoothly and answering all my questions. I would recommend the Gartner IT Symposium for anyone interested in learning where the world of IT is going and networking with IT professionals from all countries.

Download the ebook of the power of personalization to learn more about the examples and practical tips for different industries, such as retail, media, and iGaming.

About the writer:

Maija Erkheikki has over 15 years of experience in the international software industry and is driven by a passion to use technology to improve the quality of life. This passion was best exemplified in her role as a consultant for healthcare companies, working on business processes and performance management. This led to a career in the partner-driven software business, where it is critical to build win-win-win models. Currently she is fascinated by the digitalization of commerce and how artificial intelligence reshapes all industries.

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4 revenue-driving personalised customer experiences for iGaming

Brands need to stand out to be successful. Costs of acquisition are rising due to the ever-increasing competition. These factors, combined with the shifts in customer behaviour and the ease to move onto the next service, make providing a customer experience that stands out of paramount importance.

Your customers are spending the majority of their online time on personalisation supremos such as Amazon and Netflix. These powerhouses talk to their customers on a 1:1 level, which in turn sets your customers’ expectations at a much higher level and means that they now expect you to know their intentions and to serve highly relevant content each and every time they use your service. This bar raise in providing personalised customer experiences results in a squeeze on brands that are unable to compete.

The Frosmo SaaS platform provides igaming companies with complete freedom to offer any type of personalised customer experience, regardless of their existing technology stack and resource. The following four ideas are very easy to implement with Frosmo – and these brand-building ideas will have an instant impact on revenue.

 1. AI-powered recommendations:

Ensure that you’re harnessing all of the data available on every touchpoint of your service. With this data, you can leverage artificial intelligence to start predicting what slot/game/market your customer would like to see next. This combination of learning continuously from a customer’s product interest, their profiles, and the context of their visit, means you can offer highly targeted and relevant content.  These recommendations could reorder your casino lobby by creating an entirely new look and feel, or vary which sports markets are displayed to each individual user. Doing this provides a relevant and engaging experience that will increase retention, and as Accenture has stated, 91% of consumers will remember an ecommerce brand and be more likely to return when they provide relevant offers and recommendations.  

 2. Call out your brand’s USPs & promotions 

Boosting participation in your cleverly thought up promotions or rewards program is always challenging. The effectiveness of direct marketing is being eroded by increasingly noisy market places, compliance, and shifts in consumer behaviour. Using all of the web real estates at your disposal combined with the data available means you can start to offer and highlight to players relevant promotions and rewards, at the right moment in their journey. The most successful brands use unique reward programs to encourage repeat visits and loyalty. Effective personalisation includes maximising the value that these reward schemes drive by increasing customer participation with progress bars, reward callouts and engaging content prompts.  Ensure that you maximise the valuable time that you have with a customer when they’re already at your service. This will increase participation, engagement, and therefore brand loyalty.

3. Effectively cross-sell casino and sports products  

Customers expect a connected and consistent experience between various products and game lobbies. We have seen operators convert more players across products when they start to include recommended content at the right moment in a customer user journey. With personalised recommendations, an operator has experienced a 20% increase in CTR when reviewing against a control group that sees non-personalised content. This operator displays casino games that the player is most likely interested in, this content is shown in the most relevant area of the sports lobby, and when the visitor is most likely to want to engage. This approach provides a connected feel between your two main products, clearly increasing engagement. 

4. Make the front page relevant 

Regardless of whether you’re welcoming a customer to your brand for the first or 10th time, it’s vital that you show relevant and engaging content on the front page. One example includes ushering your roulette playing live casino customer back to your service and directly loading the live roulette game lobby. Another one is ensuring a Wolves football fan who bets routinely on his beloved Wolves is served a pop-up modal acknowledging this type of behaviour and welcomes him with Wolves-themed content and a relevant bet option.  This ability to show relevant content on the first page of your service can have a 4x impact on conversion. 

One marketing trend highlighted in igaming is one-to-one personalization. Read how 188BET is leading the way by being customer-centric.

Wrapping up

With markets becoming more competitive and various outside factors impacting the bottom line on your marketing spend, the rules to succeed are continuously evolving. With nearly all operators offering the same game content and payment options, the true winners will be the companies that realise being at the forefront in customer experience is the key to gaining a competitive edge. Surviving and winning in this customer focused market will depend on providing personalised customer experiences at every touchpoint of customer engagement.  If you would like to talk about how to increase your customer engagement and directly impact your revenues, contact me at

__________________________________________________________________________________________________ About the writer: Matt Buff is a digital customer engagement expert with specialised skills in sales and marketing. Over the last 10 years, Matt has used cutting edge technologies to maximise customer acquisition, retention, and revenues. He enjoys learning about brands and sharing ideas to improve user experience and CRO, and passionate about enabling teams to achieve their individual customer experience goals.

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