How do you capture the magic of the moment?

Picture this scenario. You’re on the couch, watching an episode of “The Office,” when you receive an email on your phone about an upcoming energy bill. You click the email’s link to view your bill on the company’s website — only to get stymied by the login page since your password is only saved on your laptop. Who remembers their energy password? After three attempts at logging in, you get annoyed and give up, making a mental note to view your bill on your computer some other time. 

 We experience these moments of friction on a daily basis. And in a competitive world where we switch from Uber to Lyft because five minutes is too long to wait for a ride, disconnected interactions can erode your customer relationships and convince users to give your competition a shot. 

Sitecore + Salesforce = ROI 

But here’s the good news — fusing best-of-breed platforms like Sitecore + Salesforce enables you to create moments of magic with your customers and build lasting relationships over time. 

By connecting your data across sales, service, marketing and ecommerce, you’ll be equipped to deliver seamless customer interactions across every touchpoint. Plus, when you sync your front-end experiences with the back-end information you have on each customer, you’ll have the 360-degree view you need to personalize content and anticipate what they need.  

Ultimately, when users continue to have positive interactions with your business and feel like you understand what they want, they’ll become more and more committed. They may even begin recommending your business to their friends and family.  

In today’s world, the first time a customer interacts with your brand is nearly always online. To drive consistent ROI, you can’t afford to guess what your customers want. You need to get it right the first time — and every time thereafter.  

Customer experience is today’s #1 differentiator  

In 2020, customer experience has overtaken price and product as the key brand differentiator. In fact, companies that lead in customer experience outperform laggards by nearly 80%.  

At Horizontal Digital, we believe you’re only as good as your worst customer experience. We also believe Sitecore + Salesforce gives businesses every edge they need to provide superior customer engagements that set the bar higher. That’s because Sitecore’s Digital Experience Platform and Salesforce Sales Cloud, Service Cloud, Marketing Cloud and Commerce Cloud touchpoints — alongside insights from Salesforce Einstein AI — fuel connected experiences that meet customers in precisely the right moment with real-time insights. 

 In our minds, one cool new feature isn’t good enough — you need seamless interactions stitched over time. To truly make a difference, you need to anticipate your customer’s next move and reward their individualism. Mobile-friendly is nice. Multi-channel consistency is better. When your experiences are connected, you’ll be able to maintain fluid conversations as your customers move in and out of digital and non-digital channels. 

Learn more at Sitecore Symposium 

It’s time to fill in the communication gaps and stop looking in the rearview mirror. We’re on a mission to unlock true personalization and optimization through cutting-edge technology and an experience-forward mindset. Are you with us? To find out our secret sauce, tune in for our Sitecore + Salesforce influencer roundtable at Sitecore Symposium 2020.  

Join us at Sitecore Symposium on Tuesday, October 27 at 11:45 CDT for Horizontal Digital’s influencer roundtable: “You’re only as good as your worst customer experience.”