Context
Given that everyone has more than one device in this technology dependant age. It’s difficult to track your customer when they log on from different devices or not even log at all some time. How can I track these customer in this situation ? The Answer is with the Adobe Experience Cloud Visitor ID. In the following demonstration, you will see the Adobe Experience Cloud Visitor ID used together with Customer Attributes and Adobe Target to deliver a personalised experience to the customer based on your own CRM data.
Example Use Case: As a Marketing Director , I want to deliver a personalised experience to my customer based on their Customer Tier, this Experience should persist when the customer returns to the site from any of their devices.
Instructions
Given we have the table below as our Customer Data
Select one of the Customer above from the table that you wish to test with and note down their customerID.
In the address bar of this page, add the customerID as a query String e.g. https://tune-up.team/demos/id-sync?customerID=a0001. Alternatively you could click on the customerID in the table above.
After doing this , view that the below Quote has changed.
You Current do not belong to any Customer Tier
After the above text has changed for you, you can change the URL in the address bar again to be without the ?customerID=xxxxx or click here. You will notice that this time around you do not have to specify the customerID and you are still being served a personalised experience. If you close your browser and come visit this page again, you will notice that the personalised experience for you is still there !
How it all works
Products/Tools Used:
Adobe Experience Cloud Visitor ID
Adobe Experience Cloud Customer Attributes
Adobe Launch
Adobe Target
Adobe Experience Cloud Visitor ID
For the purpose of this demo, the Adobe Experience Cloud Visitor ID was implemented via Adobe Launch. For different implementation methods as well as the requirements to use the Adobe Experience Cloud Visitor ID service. Please refer to this documentation
Adobe Experience Cloud Customer Attributes
Prepare a CSV file that contains the Customer Attributes that you want to use. For the purpose of this demo the above table has been save as a CSV files and can be downloaded here.
Upload the CSV file to your Customer Attributes instance. Setup a subscription for the Customer Attributes to Target and select the attributes (columns) that you want Target to be able to see and use. Lastly ensure that the Customer Attributes is active.
Adobe Launch
Launch was the tool that was responsible for most of the integration work. Using Adobe Launch, the Adobe Experience Cloud Visitor ID service was enabled. Secondly Launch was responsible for taking the customerID from the query string and sending it off to Experience Cloud Visitor ID service. This is where the magic happens and the Visitor ID is synced (mapped) to the customerID provide from the query string should it exist in the Customer Attributes data uploaded before.
Adobe Target
Lastly , Adobe Target was used to create the Audience based off the Customer Attributes. For this demo the audiences that were created include the following:
Customer Tier : Platinum
Customer Tier : Gold
Customer Tier : Silver
Customer Tier: Bronze
Afterwards, an Experience Targeting Activity was configured using these Audiences, each experience was given some text that corresponded to the customer Tier.
Limitations
Below are the findings during the creation of this demonstration:
Each device still needs to log in once to be able to be synced to an customerID.
Shared devices may present an issue. e.g. a single Experience cloud ID can be mapped to two customerID, it will fall on Target to determine which experience to serve.
Customer will have to log in again with a new Visitor ID to be sync if browser cookies or cache was cleared