Exceptional Web Experiences provide benefits that are difficult to ignore:
400% higher visit-to-lead conversion rate
41% lower page abandonment rate
16.6% more recommendations by customers for products and services
15.8% fewer customers lost to competitors
14.4% repeat purchase interest by customers
Source: Forrest Research Inc.
During the Portal Excellence Conference in Chicago last week, IBM announced Project Northstar. According to IBM, Project Northstar is a vision and multi-year roadmap for how organizations can create next-generation online experiences.
It is great to see IBM backing up this strategy. Many clients started moving this way over the past couple years. They were looking for solutions that bring together the entire web experience. The web experience includes web content, social media, real time communication, search, mobile access, and many other features. The days of the static web site that simply pushes content to users is over. The site now has to be interactive. News sites started with comments. Apple and other sites started using tools like LivePerson to provide instant messaging on the site. Several retailers are starting to create social groups on its site so that their customers can aid in the sales process. On Facebook, Toyota started inviting owners of its cars to tell their stories.
IBM has the tools to bring about a rich user web experience. I look forward to seeing these roadmaps and plans as Project Northstar matures.
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