Retail Quiz:

Are you an experience-driven commerce business?

In an industry where many retail brands are struggling, capturing every dollar is critical. Enhancing the customer experience not only drives loyalty, it drives revenue growth. In a recent Forrester study, big-box retailers that boosted their Customer Experience Index score by even one point saw an annual $2.44 in incremental revenue per customer.1

But becoming an experience-driven commerce business doesn’t happen overnight — it’s a journey with many steps along the way. To see how far you’ve come and how far you’ve got to go, take this brief quiz. With your results you’ll also receive a free information kit to help get your experience-driven business to the next level.

Question 1 of 5:

How well do you use audience segmentation to customize the customer experience?

  • A

    We have no audience segmentation.

  • B

    We can segment new versus returning audiences.

  • C

    We can segment audiences based on broad customer characteristics.

  • D

    We can automatically target and amplify content to anonymous audiences to drive high-quality new-customer acquisitions.

  • E

    We marry sophisticated audiences and segments with customer profile information to drive targeting of entirely new segments.

Question 2 of 5:

How well can you provide personalized shopping experiences?

  • A

    We don’t — our content is generic and not personalized.

  • B

    We can only target content to known visitors.

  • C

    We have business rules for emails, web ads, and other personalized media and content targeting.

  • D

    We have shared customer profiles across touchpoints that drive automated decisioning for content targeting and personalization.

  • E

    We apply automated cross-channel experiences and content targeting that adapts to changing customer behaviors in real time.

Question 3 of 5:

What is your omnichannel maturity level?

  • A

    Basic — we use the same strategies and content regardless of channel.

  • B

    Burgeoning — we can deploy marketing campaigns and customer experiences designed for specific channels.

  • C

    Intermediate — we can create customer shopping experiences that are consistent across all devices and channels.

  • D

    Advanced — we can reduce redesign and rework for cross-channel campaigns that enables faster time to market.

  • E

    Pro — we can deploy scalable, channel-agnostic content authoring and support that is informed by CRM and ERP.

Question 4 of 5:

How integrated is your content creation?

  • A

    Our content is still sitting in silos — and it’s not easily shared between departments.

  • B

    We create, manage, and organize product shots and digital assets in a single location.

  • C

    We accelerate creative and production cycles, use shoppable media and dynamic content, and eliminate workflow redundancies.

  • D

    We’ve improved collaboration and access to digital and campaign assets across touchpoints and teams as well as responsive and adaptive delivery of dynamic content to all device types.

  • E

    We’ve seen a significant reduction in time to launch new marketing campaigns, collections, and products to market.

Question 5 of 5:

What is your experience-enabled analytics maturity?

  • A

    We’re just getting started — we can analyze clicks, downloads, and views reported in aggregate by page and content, but that’s about it.

  • B

    We analyze content usage KPIs generated and reported for key personas and buyer segments.

  • C

    We use single-source attribution modeling with content impact rated by buyer journey stages.

  • D

    We use algorithmic attribution for content and have experience-specific KPIs reported across channels.

  • E

    We can recognize customers and content targeted across channels at a one-to-one level.

0 of Questions Complete