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Trusted by design

 
 

Flexible, Agility With Data Privacy Baked In To Meet As-Yet-Unknown Needs And Ensure Your Organization Is Trusted By Design For Customer Loyalty And Advocacy.

3 Vital Elements of CX for Today and Tomorrow


#1 EMOTIONS

 

The importance of emotions in Marketing

Customers respond to your brand’s positioning, the urgency of their need AND how they feel about their connection with your brand.
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Emotions Define Experience

Digital marketing has evolved beyond data; predictable personal response is everything.

Customers make decisions based on emotion; as a marketer, you must understand what will evoke the most positive, compelling customer experience and, over time, the most powerful brand loyalty.
Positive experiences naturally become repeat experiences, a cornerstone of customer advocacy.

 

Why are you loyal?

You can be your own best customer.

Any long-term relationship requires a sense of being cared for, of sharing experiences, receiving value and feeling a real (emotional) connection.

Just like any of your other relationships, for you to be loyal, there must be personal attention and reciprocal benefit that grows better and more profound with time.

The same is true for your customers.

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Why Do Marketers Cultivate Loyalty?

Loyalty goes both ways.

We want to serve our customers better, help them gain social status, support their success and build sustainable relationships.

While there is a transactional element to our customer relationships, business is done between people. The best business is done with mutual respect, trust and predictable loyalty both ways.


TRUSTED BY DESIGN

Advocates have greater confidence in your brand when they know you will take care of them and their referrals by protecting their data.  

#2 Expectations

 

What Do Customers Expect?

Respect. Trust. Empathy.

Customers expect that you know everything about them - without having to repeat their information - for easy, seamless communication and to get their needs met more efficiently. This means their customer data is integrated for a unified view AND is protected in your organization.

People think that privacy is related to being able to unsubscribe via a checkbox. Users think that data privacy means they have not opted to share their information - and believe that if they have not signed up for something, their data has not been shared. Even enterprises assume data is innately protected, that there are laws and that technology handles privacy.

The future of privacy is upon us and it will be delivered via automation - not through cookies.

The fact is that neither companies nor customers completely understand data privacy so they cannot deal with it properly.  The truth is that customers are inviting companies to follow them home and companies are sometimes not even aware they are doing it through their third-party vendors.

However, things are changing as customers become empowered, more vocal and influential. Companies must consider privacy as a priority because it is part of the customer experience. The way you handle customer data defines your organization - and your future. Without trust, there are no relationships.

Your customer experience is your reputation. Trust sells. Be reputable.


Apache Unomi

TRUSTED BY DESIGN - WITH APACHE UNOMI

Jahia's vision is that end users, visitors and consumers need to understand and have a choice in the amount of their information that is tracked and used by digital enterprise.  

Digital marketing tools must be more transparent and, thus, more ethical.

Jahia is the leader in the movement for customer data privacy and protection as demonstrated through the Apache Unomi Project.

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When you accept cookies, you think that you are accepting one vendor to access your data. In reality, your data is collected and used by many, without you really understanding all the information they can access.

Jahia’s vision is that end users, visitors and consumers need to understand and have choice in the amount of their information that is tracked and used by digital enterprise. Digital marketing tools must be more transparent and, thus, more ethical.

Learn How We Use Apache Unomi

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Very soon, privacy and usage standard will not be simply voluntary ‘good will’ on the part of ethical companies. The courts are recognizing that individual’s privacy rights need to be respected, even on the internet. No enterprise can afford to be behind in this area.

Jahia started on the path of data privacy in 2013 with the launch of the OASIS consortium of a standardization project aiming at enabling data exchange interoperability between heterogenous profile management systems. The objective of this standard is to meet both data privacy concerns and enable interoperability with many third-party systems. 

Jahia created the Unomi engine as a reference implementation project of this standard and contributed it to the Apache Software Foundation for it to become an open source project that everyone could use. The Context Server (CXS) and the Apache Unomi Project are still under development. We are innovating in this field and are working with all organizations interested in creating an open solution that will meet market expectations and needs. 

Within the Jahia ecosystem, the Marketing Factory digital personalization solution integrates and leverages the Apache Unomi Project code.

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  • Ethics—Apache Unomi ensures fair and responsible collection and use of customer data.
  • Transparency—Give customers a clear view of the data you are collecting and how you are using it.
  • Control—Consumers can control what data should be anonymized. Consumers can see where the data goes and who has access to it.
  • Access—Ensure that only authorized people and companies have access to the data.
  • Auditing—Be accountable to your own data policies as well as emerging legal requirements.
  • Security—Recognized, verified security standards developed, maintained and certified.
  • Standards—The CXS standard ensures interoperability and clarity that will stand the test of time. Apache Unomi is relevant to the entire digital industry and for all consumers.

Resources

Discover resources, reports and more that you can use right now:

The New Privacy Forrester says that privacy is now about context.

Even more, privacy gives enterprises a market advantage. Learn how your organization can gain marketshare through contextual privacy.

Read more

Trusted By Design: Privacy, Advocacy and CX 

There is a powerful combination that occurs when privacy, customer experience and loyalty create brand advocacy. Discover the hallmarks of being trusted by design in this webinar, hosted by CMSWire.

View the Webinar

Why IT is the New Defender of Customer Anonymization Whitepaper

Customers expect that you know them; they expect that you know they are important. And the amount of data at marketers’ and IT teams’ fingertips means you can know them very well and, in certain cases, predict their purchasing patterns. IT holds the key to this customer data and, as such, becomes responsible for it.

Read more

Brochure Apache Unomi

Read more

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APACHE UNOMI PROJECT

at Apache Foundation

Jahia started on the path of data privacy in 2013 with the launch of the OASIS consortium of a standardization project aiming at enabling data exchange interoperability between heterogenous profile management systems. The objective of this standard is to meet both data privacy concerns and enable interoperability with many third-party systems.


#3 Experiences

Third Wave Digital Marketing Is Here. Ready?

Everything in business can be commoditized EXCEPT for customer experience.
 

Your customer is your only competitive advantage

 
Design authentic, personalized customer experiences with privacy baked as a foundation for customer loyalty and marketplace leadership.

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THE LOYALTY HIERARCHY

Climb The Mountain Together For Advocacy

Your customers will move through the stages of digital transformation, through your relationship, to reach the top tier of Advocacy. This is where they become a leader and can advise others on how to climb successfully which, naturally, includes your solution.

Climbing the mountain of discovery and capacity-building, in partnership with your brand, creates loyalty. Your partnership is integral to creating their experience and their success. That means they cannot tell their story without including your solution.

The right experience fulfills the right expectations which generates the right emotions which, naturally, creates loyalty - especially when predictably repeated over time.

This is the essence of Third Wave digital marketing.

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