The Digital Experience: Why One Size Doesn’t Fit All

Resolution Digital’s head of experience, Myles Humphrey, takes us through why creating a tailored customer experience is key to driving conversions and organic rankings.
There are 100s of different journeys to guide a potential customer through your digital ecosystem – however big or small – and it is our job to understand what they could be, answer questions, alleviate concerns, reduce anxiety when it arises while all the time informing and nurturing towards a clear objective. Finally, we need to be flexible enough to understand that one size doesn’t fit all.
The question is – how do you successfully navigate each customer to the desired outcome when each customer’s needs are different? The answer is knowing your audience and being as prepared as possible.
We all deal with it every day in our normal lives. For me, the clearest example is when I pick my 2-year-old up from day care and take her home. Firstly, I’ve got to figure out who I’m dealing with; Is she the wonderful angel wanting to play in the park or is she the tired little monster who I need to inspire and motivate?
The objective is still the same: get her home, snacked, fed, bathed, read to, hugged and ultimately in bed on time – the desired objective – but the journeys are completely different. Without being flexible enough to manage her needs and having the right tools and information on hand to keep her plodding along, getting her home would be a nightmare!
Most importantly, I understand that it doesn’t all change the moment I get her through the door. I’ve learnt what mood she’s in, what has inspired her and what she needs – along with the promises I’ve made – so why wouldn’t I use all that information to build the best experience for everyone?
Now, this is clearly a super idealised day, with the reality being, there are usually plenty of dramas and distractions along the way. However, it’s my job to understand my daughter, and so armed with knowledge and the required tools I can ultimately get her to bed on time, whatever the journey. Preparation and flexibility are key. In the digital experience landscape, it is only through iteratively testing and learning that improvements can be made.
The joy of making the journey less imperfect every time creates a smoother more relaxed environment for everyone. Objectives are achieved and no one is left feeling cajoled into anything; you want the customer who didn’t realise they needed you, not the one without any interest in what you are selling. Then, if something interferes with the process, like stopping to buy milk, or friends are on their way over for a BBQ and we need to hustle, I can pull out the big guns and start to talk incentives. I’m pushing her to do what I want and so I have to offer a delicious ice cream to grease the wheels.
Ultimately sticking to your key values and messaging is the nucleus of the journey you want to achieve.
For Resolution Digital, it starts with simple keyword research (consumer demand analysis) to see what your potential customers are talking about. We then expand that to understand your customer’s wants and interests, where these overlap and how we can be flexible; that is the sweet spot where the digital assets you have influence over should play.
In a truly integrated digital marketing strategy, websites and apps, right through to your eCommerce funnel, social channels and email journeys, should be aligned and tailored to your customer’s needs.
The way to help customers along the journey is by evolving; filling gaps, adapting, constantly changing when new insights arise, creating great content and using Conversion Rate Optimisation (CRO) to iterate and test hypothesis.
Next, understanding your customer – monster or angel? We help clients to segment and build bespoke journeys for their customers. From more sophisticated DXP/CDPs, or by using easy to implement CRO tools to alter experiences based on identifiers such as the paid media driving customers to site (symmetric messaging), or the content they landed on – it is accessible to all.
Finally, by understanding customers you should be creating inspiring content and journeys, tailoring experiences to extend engagement with your site, encourage loyalty, retention and build word of mouth referrals. This will all lead to three delicious cherries on top:
– Great customer experience.
– Improved organic rankings.
– Increase in conversions.
Latest News

Optus Joins The Ash Barty Party & Becomes Her First Partner Since Retirement
Optus has announced world-champion tennis player Ash Barty as its chief of inspiration, Barty’s first new partnership since her retirement from professional tennis in March. The partnership will see Barty feature in a mix of content initiatives, employee engagement programs and community-focused campaigns to connect Australians and inspire them to say “yes” to their dreams, […]

Lisa Ronson Jumps Out Of The Trolley & Exits Coles
Lisa Ronson has announced she’s is leaving her role at Coles as the chief marketing officer. Ronson is out of the trolley and into the fire, as they say! Ronson announced the news via Linkedin: “It’s with sadness today that I announce I’ve decided to move on from Coles Group to pursue a number of […]

Tourism New Zealand And DDB Invite Curious Explorers In New Global Campaign
Tourism New Zealand has unveiled its first global campaign in two years, IF YOU SEEK – the country’s invitation to international visitors. Launched today in core visitor markets such as Australia and the United States, IF YOU SEEK explores perspectives unfamiliar to the travel category; enticing audiences to explore Aotearoa New Zealand via glimpses of […]

Hardhat Lands Retail Pioneer Godfreys Account Following Tough Pitch
Following a competitive pitch, retail group Godfreys has announced the appointment of independent creative agency Hardhat. Following two years of growth, with the business now sitting at more than 150 stores and 3 million customers, Godfreys has set about transforming its retail stores to more accurately reflect the business’ category leadership and expertise. At the […]

Biggest Spenders In Podcast Ads Revealed By iHeart And Magellan AI
iHeart announces top ad spenders in podcasts. No word on how many listeners skip through every ad they encounter.

Revealed: Australia’s Top Ad Spenders For The First Half Of 2022
Feeling bad about your expensive coffee habit? This read should put your woes in perspective.

Google Wins Big After Australian High Court Deems The Search Engine Is Not A Publisher
Defamation laws may finally relax in Aus! Hence, why we are revealing our editor is addicted to gaviscons.

Rural Aussie Women Celebrated With The Announcement Of 2022 Shine Awards
Rural and regional women who have excelled in making their communities better places to live and work are set to be celebrated with the launch of the Shine Awards, a six-year partnership between rural and regional newspaper, The Weekly Times, and Harvey Norman. Readers are being asked to share their stories and nominate the unsung […]

Seven Drops Education Tool Attempting To Get Marketers & Agencies To Focus On Total TV
Seven no longer calling it just TV, but "total TV". Preferring you also scream it while doing jazz hands.

Seven Supremo James Warburton Takes Massive Haircut, But Still Banks $3.4M For 2021-22
The salaries for Seven's top earning execs are in & make for interesting reading. And completely depressing reading too.

“Exciting Times Ahead”: TotallyAwesome Raises $14.24 Million In Seed Funding
If you think seed funding has to do with feeding birds, this article is not for you.

Congratulations! AWARD State Finalists Announced For Top Student Of The Year Award
Do you get jealous of high achievers that are younger and have perfect blood pressure? Get ready for your blood to boil.

Study: Aussies Drinking Less Alcohol Post-Covid, As RTD Sales Hit Record Highs
B&T staff once again bucking the national trend as latest study reveals Aussies boozing less post-COVID.

Australian Turf Club Appoints Enthral To Lead PR For Upcoming Everest Carnival
Enthral intern spotted buying glitter, clown noses and comically big shoes to prepare the office.

“Massively Offensive!” Paint Ad Slammed As Misogynistic, As Brand Defends “Humour”
B&T throwing the old adage "as boring as watching paint dry" out the window today, as humble paint ad causes fury.

Matt Preston’s 10 Return Might Mean He Is Cooking Something Up With The Network
Preston clearly prepared to do anything for a free subscription to Paramount+

Tuesday TV Wrap: Matt Preston As A Gnome Beats Out Foodie Matt Preston
Preston giving Shaun Micallef a run for his money as the most seen man on telly! But neither have a stitch on Ms Kruger

A Letter To All Women Hustling In Their Careers: Sian Whitnall & Laura Nice, OMD
Need something to make you feel all warm, fuzzy and inspired! Then we'd humbly suggest clicking on this lovely yarn.

OMA Adds Blue Tongue Outdoor, SureVision And Veridooh To Association
The Outdoor Media Association (OMA) has this month welcomed Blue Tongue Outdoor, SureVision and Veridooh as the latest companies to join the Association. Speaking about the three new members, Charmaine Moldrich, OMA CEO said: “We’re pleased to announce our continued expansion includes media owners, suppliers and adtech. Blue Tongue Outdoor is our first South Australia […]

Indie Agency Hypnosis Launches In Perth, Lands New Clients
Think Sam Worthington was the most exciting thing to come out of Perth! Think again.

Go-To Skincare Choses Wit Over Glam In First Brand Campaign Via Sayer Brand Momentum
Here at B&T, we won't hear a bad word said about Zoe Foster Blake! She's simply too fabulous.

Cheil And Samsung Pre-Empt Galaxy Z Flip4 And Fold4 Release With Melbourne Pop-Up
Data-driven, CX agency Cheil has teamed up with Samsung Australia for the unveiling of Samsung’s latest Galaxy Z Series, the Galaxy Z Fold4 and Galaxy Z Flip4, at one of Australia’s busiest shopping centres, The GPT Group’s Melbourne Central. The ‘Unfold your world’ takeover, which consists of a 64sqm pop-up store in the center of […]

UnLtd On The Hunt For New GM As It Gets Set To Launch In New Zealand
The Kiwis again pinching one of our great ideas. Much like the pavlova, Phar Lap and Russell Crowe in Gladiator.

Nespresso Launches Australian StartCup Challenge With A Focus On Innovation
Nespresso is today calling for entries to the Australian StartCup Challenge, a new competition which supports and rewards innovative, circular business ideas. The challenge is open to pioneering start-ups and SMEs from any sector or industry to pitch their circular solutions for review by an expert jury and then via public vote for the chance […]

CarExpert Acquires PriceMyCar For $4 Million
Australian new car website, CarExpert.com.au has today completed the strategic acquisition of PriceMyCar.com.au, accelerating the company from online publisher to new car marketplace. The acquisition is for 100 per cent of the business at a purchase price of $4 million. This is a mixture of an upfront payment with a two-year earn-out period which will […]

IKEA Festival Set To Launch In Sydney And Online
Calling all students, bachelors and couples who probably won't last six months, an IKEA festival is on its way!

“Dixon Butts!” US Politician’s Crude Adverts Turn Out To Be The Work Of TikTok Prankster
Appalled by the juvenile headline on show here? Well, be warned, things get steadily worse from there.

Crowe LLP Launches Volatile New Campaign Via Strawberry Frog
Crowe LLP, a public accounting, consulting and technology firm in the U.S. with offices around the world, has debuted a new integrated brand platform entitled “Embrace Volatility.” The campaign, which seeks to flip the perception that volatility is something to fear to something that creates opportunity, was developed by StrawberryFrog in its first project for […]

NOVA Nabs Zenith’s Joanna Fawkner As Commercial Operations Director
Joanna Fawkner forced to deny any knowledge of Kylie Minogue's back catalogue as she joins the NOVA team.

Georgie Tunny Lands Career-Making Gig At 10’s The Project
Georgie Tunny joins 10's The Project full-time. Has been pre-warned about parking in Lisa Wilkinson's car spot.

Optimizely Bags Strong Performer Result In Forrester Report
Digital experience platform (DXP) provider Optimizely has announced it was named a Strong Performer in The Forrester WaveTM: Marketing Resource Management, Q3 2022. The report states that, “Welcome’s legacy in content marketing and editorial shines through in its ample content and people management offerings. And its superior innovation roadmap plans, to employ AI for content […]

YouTube Looking To Get Into Streaming Subscriptions With Online Channel Store
Here's some hot breaking tech news that B&T pinched off a hot tech site known for breaking industry news.

Snapchat Drops New Features Exclusively For Paid Subscribers
Having racked up over 1 million paying subscribers since the release of Snapchat+, a paid subscription service complementing the communication app, Snapchat has announced a number of new features to further reward its user base. The newly added services include priority story replies, which highlights a users responses to Snap Stars; an option to show […]

Monday TV Wrap: Malcolm Turnbull Rousing On ScoMo Draws Viewers To 7.30
It was ear-to-ear grins on 7.30 last night as Big Mal returned to roast and baste the Morrison years.

Vampires Star In New Work For Tint-a-Car Via Indie Agency TRP
These vampires make a damn good shake of things. Not as good as Gary Oldman, but far better than Sesame Street's Count.

The Block Names 2022 Sponsors With Mitre10 Still On Site & Disney+ Joining The Build
Few surprises, as The Block names its 2022 sponsors. Well, you could argue a2 Milk is a bit left-of-centre.