destination dollywood! optimizing the digital experience
TRANSCRIPT
Optimizing the Digital ExperienceHow Herschend Family Entertainment uses data and context to engage and excite
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Jennifer GormanDigital Media Manager, Dollywood
Introduction
Bryan HardmanDirector, Digital Marketing, Herschend Family Entertainment
Martin EnglishConsultant and Sitecore MVP, Arke Systems
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Herschend Family Entertainment Overview
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Dollywood Overview
Situation Analysis
How Sitecore is helping to address challenges with connecting the guest journey across disparate systems
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• No ability to test what image/message/CTA converts the best
• No ability to communicate relevant messages
• Siloed CRM Data
• Separate eCommerce Platforms
Dollywood.com Situation Analysis
• Execute A/B and Multi-Variate testing
• Personalize content based on campaign, geo-location, etc.
• Leverage CRM data
• Track conversion across platforms
Challenges Objectives
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Track visitors across multiple sites Track experiences when converting on business activities – goals and events
Connecting the intelligence across touchpoints
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Current Structure
Optimizing Campaign MessagesDetermine which Call to Action drives the highest conversion
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Results for 2016 Season Pass Campaign
?Purchase Today Before
The Offer Ends
3rd Place
Prices Go Up Soon!
4th PlaceThis variant was trailing behind
with conversion rate
18.37% below next closest
Variant
Offer Ends Jan 3!
2nd Place
Prices Go Up After Jan 3!
WinnerPerforms 21.43% better than
Variant A & 9.76% better than
Variant B
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2016 Season Pass Campaign - Post Optimization
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Dollywood’s DreamMore Resort & Spa
Original Variant (A)
Has DreamMore Resort logo on the right side.
Test Variant 1 (B)
3rd Night Free promotion (no logo)
Test Variant 2 (C)
Guest Privileges promotion (no logo)
Test Variant 3 (D)
Skip the Lines promotion (no logo)
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Dollywood.com End of Summer Ticket Offer
Personalization
Deliver the most relevant offers to visitors to Dollywood.com
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Geo Personalization
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Season Passholder Personalization
Analytics Insights
How we optimize based on our Business Objectives
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Visitor Profiles
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How we evaluate content and where to optimize
Page Visits
DW Home Page 105,309
themepark 33,233
buy-tickets 42,344
AllRidesMob 31,431
Calendar 39,152
waterpark 23,506
Season-Passes 24,299
Tickets 26,270
Rides 23,639
Special-Offers 20,664
Top10 Pages
Page Visits Value per Visit
DW Home Page 105,309 0.67
buy-tickets 42,344 1.70
Calendar 39,152 0.27
themepark 33,233 0.43
AllRidesMob 31,431 0.00
Tickets 26,270 1.07
Season-Passes 24,299 1.18
Rides 23,639 0.27
waterpark 23,506 0.69
Special-Offers 20,664 1.21
with Value
Page Value per Visit
buy-tickets 1.70
Special-Offers 1.21
Season-Passes 1.18
Tickets 1.07
waterpark 0.69
DW Home Page 0.67
themepark 0.43
Calendar 0.27
Rides 0.27
AllRidesMob 0.00
Pages that drives value
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Path Analyzer
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Path Analyzer
Configuration andData FlowUsing Federated Experience Manager to create seamless, relevant content and analysis.
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Configuration – Architecture
<script src=“//www.dollywood.com/bundle/beacon”></script>
FXM
Future State
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Configuration – Federated Experience Manager
• Track visitor’s journey from Sitecore site to external sites
• Trigger goals on pages within purchase path
• Key for Dollywood – A/B Testing to determine what content drives most conversions
• Conversion on external site
Click to DW Purchase FunnelStep 1 - Select Products Step 2 – Added to cart
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Configuration – Federated Experience Manager
• Responsive – Mobile specific goals
• Mobile content that drives most conversions
Mobile Click to DMR Purchase Funnel Step 1 - Select Products
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Configuration – Federated Experience Manager
• Funnel Explorer Module – Alex Shyba
• Trigger goals at each step within the purchase path to build funnel
Step 1 - Select Products
Step 2 – Added to cart
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Configuration – Federated Experience Manager
Record Units and Total Amount from Purchase
Complete Booking
FXM JavaScript API
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Configuration – Federated Experience Manager
Exploring the funnelNode size = valueThickness of the line = number visitsGreen = most efficient path
What’s Next?
Using CRM integration and previous visit data to leverage what we already know about our guests.
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Configuration – Primary Objectives
Explicit Experience Personalization
Relevant content on any Dollywood website changed based on what we already know about the visitor. Show visitor we care about who they are and value their business.
• Have children
• Household income
• Season Pass Expiration
• Previous Purchase
• Market Segment
• Location
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Configuration – Primary Objectives
Help Dollywood Marketers
Send key visit information to CRM
• Date of last web visit
• Goals triggered
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Configuration – CRM Integration
• We want to turn anonymous contact into known contact. Why?
• We want to show visitors that we care about the relationship
• Show relevant content around key things we know about them
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Configuration – CRM Integration: ExperienceSync
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Configuration – CRM Integration
Sync CRM contact and xDB Contact
• CRM ID = 123456
• Has children
• Household income = $410,000
• Season Pass Expiration =
04/15/2017
• Previous Purchase = 02/09/2016
• Segment = Family Fun
• Location = 30326
CRM
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Configuration – CRM Integration
Explicit Personalization – we want to show Lars relevant content and guide him to buy Season Passes for the whole family!
After Symposium . . .
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• Identify Goals
• Create a test plan that prioritizes basedon critical KPIs
• Connect inbound channels to relevant content
• Change and improve basedon learnings
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Thanks & Come Visit!
FOR DISCUSSION PURPOSES ONLY. Sitecore Confidential and Proprietary. © 2016 Sitecore Corporation A/S. All rights reserved. Sitecore®
and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All
other brand and product names are the property of their respective owners.