Customer Experience, Bringing Content and Commerce TogetherBrands have traditionally built separate brand experiences and e-Commerce shops, hidden behind the familiar “shop” link. But this divide makes customers choose between content and commerce and creates one more hurdle to jump through. How many get lost on the way?

These scenarios reduce e-Commerce experiences to a minimal feature set: browsing the catalog, checking out and customer self-service, such as checking an order status. The fundamental issue with this approach is that it does not span the entire customer journey, which includes awareness, engagement, browsing to purchase, service and subsequent loyalty.

Added to this, too often the underlying technologies are poorly integrated, leaving consumers with inconsistent experiences across the buying journey. This is further aggravated by customer expectations of a cohesive experience across mobile, Web and other channels.

Brands now know that building rich content worlds works to engage customers and capture their attention. By fostering a dialog around the content and products, brands can build communities, encourage dialog and promote commenting regarding the topics which results in users spending more time on the brand experience. Separating this from the e-Commerce experience moves e-Commerce one step further away from the consumers’ attention.

Here are some best practices that avoid this divide, that build engaging experiences which bring rich content into the e-Commerce world, and vice versa.

Integrating e-Commerce and Content

Bringing together the content and e-Commerce worlds has traditionally been a challenge, from a business as well as a technology perspective. e-Commerce systems have traditionally focused on managing product content, however editorial content management functionality is not comparable to an enterprise web content management (WCM) system. At the same time, many of today’s WCMs focus on building content-based experiences, but lack the rich integration into the e-Commerce systems.

Traditionally, WCM and e-Commerce systems have been separate technologies. Both want to be the technology that owns the direct interaction with the consumer. To bring the content and commerce worlds together, these technologies need to also come together. Three major integration approaches include putting commerce first, putting content first and a hybrid integration.

Commerce First

Here, the e-Commerce system fronts the experience, setting the focus on e-Commerce. A WCM system delivers single page fragments to the e-Commerce system, which in return delivers the assembled page to the consumer. This has been the traditional way to integrate these systems, as it requires the least effort to accomplish. While it provides an easy way to infuse some content islands into the shopping experience, this approach also has some significant challenges:

  • The WCM system is not fully integrated and the content editor is forced to jump back and forth between two administrative tools
  • Personalization needs be work across both systems, with e-Commerce sharing the user context with the WCM
  • Content shared with the e-Commerce system often needs to include product information and real-time pricing and inventory data
  • Re-using content to provide different layouts across web, tablet, and mobile -- whether through responsive design or separate experiences -- is a major challenge in this approach.

Content First 

In this approach, the WCM system fronts the experience, integrating the e-Commerce system via a technology such as Web services. From a customer experience perspective, this is the perfect scenario. The advantage of this solution is that the experience can be created in a sophisticated WCM solution, and that marketers and merchants can work in their respective back-end tools with little or no jumping between both tools.

This scenario also poses some challenges. Many WCM systems in the market lack a deep integration with e-Commerce utilities and hence many of the vital features of an e-Commerce solution are lost: