Consumers are increasingly expecting personalised digital experiences – but how can B2B publishers embrace this new trend?
A study by Accenture found that a massive 91% of consumers are more likely to make purchases from brands (whether that is a new pair of shoes, a luxury holiday abroad, or even an annual B2B subscription package) that provide personalised digital experiences.1
Digital giants, such as Spotify and Amazon (think of all those personalised mixes and wishlists) have been the personalisation trailblazers, but other digital providers are catching up as demand grows and the digital landscape becomes increasingly saturated.
In the B2B publishing world, understanding subscriber usage, tracking content preferences and buying history, as well as on-site behaviour are vital metrics for the creation of unique, personalised digital experiences.
Although technical challenges are a common issue associated with personalisation, they can be overcome.
But this begs the question: which features and technologies can publishers practically implement on their digital platforms to make users feel like a unique individual rather than one part of a homogenous mass of subscribers?
1. Reading Lists
Just as Spotify attempts to condense your eclectic music taste into one easily digestible ‘Daily Mix’, publishers can similarly curate personalised reading lists for their subscribers.
Lists are collated based on the information provided when subscribers sign-up, including:
• Job title – a reading list could be titled ‘other CTOs are reading…’ for example.
• Company industry
• Geographical location
• Subjects of particular interest
The same Accenture study, Making it Personal, referenced above found that 83% of consumers are willing to share their data to enable a personalised experience, so do not be afraid to ask subscribers for information to enhance the personalisation experience.
Information gathering does not stop here, however. As new subscribers browse and consume content, their usage data and behaviour can be tracked and collated to compile a personalised list, displaying the licensed products of most relevance to them. Consider the similarities with Amazon and many other online shops which use customer buying and search history for on-site marketing ammunition.
If, for example, the user is accessing content continuously updated to reflect live market developments, similar reactive content not yet read could be suggested or added to their in-platform reading list.
2. Upsell & Cross-sell
This usage data can equally be leveraged for unlicensed content to create further personalisation points. Examples of in-platform behavioural usage data leveraged for cross-selling purposes include:
• Recently viewed products (both licensed and unlicensed)
• Most favoured content formats
• Behaviour of similar user personas
• Buying habits – does the user tend to buy products as part of a subscription or one-off purchases?
• Device data (more on this later)
Equipped with this data, marketing sites or content delivery systems can push similar products available to buy outside of existing subscriptions, often in the form of widgets on the site’s homepage or alongside licensed reports.
Example cross-sell widgets
Recent advances in machine learning and analytics technology have expanded the breadth of trackable data metrics and improved the interpretation of this data. This allows site administrators to automate the recommendation process, improve its accuracy, and reduce the cost of these ‘similar products’ recommendation systems.
Ultimately, if subscribers can see the extent of relevant content outside their subscription package, the publisher’s value is enforced, and further purchases will be encouraged.
3. Flexible Licensing
Underpinning this promotion of both unlicensed and licensed content is flexible licensing technology – a crucial asset publishers must utilise as part of the personalisation process.
Licensing facilitates the creation of trials to entice new users to sign-up, time-limited access to unlicensed content for existing customers, and the formation of user-specific content packages based on subscribers’ exact requirements. The flexibility now afforded by licensing technology is allowing publishers to create truly unique content packages.
Licensing enables the greatest degree and flexibility for personalisation – we covered this topic in detail in a recent article of ours:
“Underpinning this promotion of both unlicensed and licensed content is flexible licensing technology – a crucial asset publishers must utilise as part of the personalisation process.”
4. Device Optimisation
Moving beyond licensing’s role in the personalisation process, the device that end-users access content on reveals much about their behaviour and requirements.
Mobile access might, for example, tell you the user is regularly on the move rather than chained to their desk, so will need bitesize, concise content rather than dense, text-heavy market reports. Short-form content or regularly updated news content can then be pushed to these users rather than those who predominantly access via a desktop.
Equally, desktop users may value visually engaging content that can be displayed at its full potential on a large screen – PowerPoint-authored content could for instance be recommended to these users.
Optimising your mobile offering with either a dedicated application or a mobile version of your website with the same functionality as its browser-based counterpart is also key. Omnichannel consistency will strengthen your appeal amongst all user groups and again increase personalisation levels.
5. CTA’s and Landing Pages
User-specific landing pages are labour-intensive and require cross-departmental collaboration, but can increase conversion rates by up to 10%, according to research by the BCG.2
Creating unique pages for specific user groups with relevant calls to action, such as special offers, free trials or early access to a newly published report are powerful personalisation strategies. Using the data collated during the subscriber sign-up process and on-site behaviour, unique digital experiences can be created for segments of your subscriber base.
B2B publishers must embrace the personalisation revolution. Strengthened customer relationships, increased revenues, and improved renewal rates all await those B2B publishers willing to invest time and money into creating unique user experiences. With growing expectations amongst all consumer groups for personalised experiences, this is an exciting time for those B2B publishers able to embrace the personal rather than the general.