Consistency and the Customer Journey
- The value of consistency in the customer experience on your business
- How to achieve an outstanding customer journey
- An assessment of your own customer journey maturity
B2B Marketers Need to Own the Customer Experience
The modern customer journey is complex. The B2B buyer moves from channel to channel, consuming content and messaging from your brand every step of the way. Unfortunately, most B2B companies struggle to find cross-team alignment, which leads to a disjointed customer experience, lost business, and poor customer retention.
“Maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20% but also to lift revenue by up to 15%.” -McKinsey
Social media, product marketing, demand generation, content, digital marketing, inside and outside sales, customer service, account management—all of these teams engage with the buyer along their customer journey. But without alignment across channels and campaigns, your buyers experience confusing, disjointed content and messaging.
“While delight has a purpose in customer experience strategies, it will never move the needle-like consistency.” -Gartner
As the owners of most communications channels, B2B marketers must take control of the customer journey.
Download this white paper, and make the case for a cohesive, consistent, marketing-driven customer experience—and see the long-term impact on your business.