Industry
Automotive
Region
US
Solution
Website Personalization Using Customer Journey Analysis
Context
A brand’s website is one of the primary touch points between a business and its consumers to showcase offerings, inventory, incentives, and more. In an era where generating tailored content is effortless, website personalization can help brands communicate effectively with their customers by highlighting products that appeal to them. A personalized website navigation experience can boost user re-engagement and increase the likelihood of the customer taking the next best step on their purchase, which can have a tremendous positive impact on the business’s bottom line.
Problem statement
The client, a leading automotive OEM, aimed to increase user re-engagement on their brand website, where prospective customers explore vehicles, inventory, and incentives. They sought to implement a personalized site navigation experience based on each customer’s journey, offering unique Next Best Actions for each interaction. With limited capabilities for tailored recommendations, they wanted an automated solution to drive users toward their purchase path, enhancing user experience and elevating sales opportunities.
Impact
- Increased vehicle sales by more than 730 units in six months.
- Witnessed a 20% lift in lead submissions.
- Observed significant improvements in click-through rates on lower funnel activities, which led to better sales and customer experience.