Optimising global eCommerce for Siemens

Putting customer experience at the heart of Siemens’ eCommerce platform

Siemens, part of the world leading BSH Group, had customer experience challenge with their most important channel to market.

They intuitively knew eCommerce performance could be improved, but were missing the crucial aspect of understanding the customer experience throughout the journey.

We helped them turn the research they had commissioned into actionable insights, adding a customer experience layer to their nine-stage customer journey.

For the first time, Siemens understood the drivers, needs, feelings, actions of their core audience as they moved through the consideration, purchase, usage and re-purchase of one of their core product ranges.

Not only that but we focused a core part of the programme on the optimisation of the global eCommerce website – identifying a range of prioritised opportunities to engage, inspire and convert consumers to Siemens customers.

The prioritised list of opportunities was categorised, scoped for both feasibility and impact and organised into a progamme of work for the engineering & content teams.

The team at MetacortX led this programme in previous agency roles.