As customers demand better customer experience from their brands, this deck explores what CX is, how SEO fits into it, what gaps exist and how SEO can help create better, and more profitable, experiences for both brand and customer.
Strategy and Customer Experience Helping organisations reach the right customers, with the right message, at the right time and place in their journeys Working on helping businesses know what it means to be customer-centric
Executive to Global Director Talk a lot about marketing strategy and how marketing needs to be more valued Red wine drinking cat lady @colletteontour #brightonSEO https://www.slideshare.net/slideshow/brightonseo-addressing-seo-cx-cmdl-apr-24-pptx-92ab/267433209
gaps between CX and SEO? @colletteontour #brightonSEO https://www.slideshare.net/slideshow/brightonseo-addressing-seo-cx-cmdl-apr-24-pptx-92ab/267433209
C o m p a n y CX, or Customer Experience, encapsulates everything a business or organisations does to put customers first, managing their journeys and meeting their needs. @colletteontour #brightonSEO https://www.slideshare.net/slideshow/brightonseo-addressing-seo-cx-cmdl-apr-24-pptx-92ab/267433209
spend more, and buy more products and services from a business than least satisfied Institute of Customer Service Research @colletteontour #brightonSEO https://www.slideshare.net/slideshow/brightonseo-addressing-seo-cx-cmdl-apr-24-pptx-92ab/267433209
e s t c o m m e r c e . c o / r e s o u r c e s / t h e - r e a d o u t - a p r i l - 2 0 2 3 - e c o m - s t r a t e g i e s - b r a n d - m a r k e t i n g / In 2023, eCommerce brands were spending, on average, 80% of their marketing budget on acquistion campaigns. @colletteontour #brightonSEO https://www.slideshare.net/slideshow/brightonseo-addressing-seo-cx-cmdl-apr-24-pptx-92ab/267433209
e 63% of customers expect businesses to know and meet their unique needs @colletteontour #brightonSEO https://www.slideshare.net/slideshow/brightonseo-addressing-seo-cx-cmdl-apr-24-pptx-92ab/267433209
for Search Terms High ranking Keywords Optimised Site Speed Technical Improvements Link Building Mobile First Content @colletteontour #brightonSEO https://www.slideshare.net/slideshow/brightonseo-addressing-seo-cx-cmdl-apr-24-pptx-92ab/267433209
are deprioritised Not enough time & attention putting resources into 'supporting' content Vanity metrics are driving SEO strategy Search intent doesn't have context As a result - there are gaps... @colletteontour #brightonSEO https://www.slideshare.net/slideshow/brightonseo-addressing-seo-cx-cmdl-apr-24-pptx-92ab/267433209
the right message to the right people Get the right message at the right time to customers Customers aren't channel specific – make SEO part of the wider journey Create content and experiences for every stage of the customer journey
and engagement to all other channels SEO is evolving to mean Search and not just for the Search Engines @colletteontour #brightonSEO https://www.slideshare.net/slideshow/brightonseo-addressing-seo-cx-cmdl-apr-24-pptx-92ab/267433209
i o n - t a l k t o y o u r c u s t o m e r s 2 . D o n ’ t l e t S E O w o r k i n a S i l o 3 . D o n ’ t p r i o r i t i s e t o p o f f u n n e l k e y w o r d s 4 . M o r e t o S E O t h a n S e a r c h I n t e n t Key Takeaway’s @colletteontour #brightonSEO https://www.slideshare.net/slideshow/brightonseo-addressing-seo-cx-cmdl-apr-24-pptx-92ab/267433209
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