Older Millennials are over 40 and older Gen-Z are over 25. They have budget, influence and buying power in many companies. Here’s how B2B marketers can evolve their customer journeys to suit the preferences of Millennials and Gen-Z.
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Want better B2B customers? With the right experience design your business can play a role in making your customers more successful. It will make your company more successful too.
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A solid remote sales experience is built on both relationships and technology. Building a great remote sales experience depends on preparation and practice. But it's also built on a bedrock of data that helps you understand your customer.
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An excellent customer experience is what takes a person right through from the start of the customer journey to being a brand advocate who can’t stop talking about you. Understanding your customers is vital to delivering an excellent customer experience. This is the first step before you can begin to improve CX in your company.
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Creating an onboarding sequence for your business services company helps clients to appreciate the full benefit of your offer. Learn how to create a post-sale experience that your clients will love.
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Every business needs quality leads to survive, but good leads aren’t easily come by if your website isn’t fully optimised for lead generation. Find out how to make your website into a lead-generating engine that attracts the people you’re looking for.
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A good chatbot experience with a high level of professionalism and polish can wow customers. When created with a bit of flair, the best ones embody the brand’s personality and encourage users forward on the buyer’s journey.
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Consumer behaviours and expectations are constantly shifting and evolving. Your customer experience strategy needs to adapt to keep up. If you're not looking to commit to a full CX transformation programme right now, there are a number of ways in which you can revitalise your CX strategies.
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Networking is important in business. Now that events, trade shows, conferences and launches are moving online, B2B marketers need to deliver new forms of business networking online. Here’s how to incorporate participation and interactivity to make online events at least as good as the ‘real’ thing.
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Conversion Rate Optimisation (CRO) is vital. But too often CRO focuses on marginal gains with minimal customer impact. When faced with multiple optimisation opportunities, choose the ones that your customers will most appreciate. That way you balance building your business with building your brand for the long term.
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The expectations business buyers have for an online experience are not markedly different from those they have as private consumers. Yet, the B2B space is still lagging when it comes to creating great customer experiences. Here’s how to put that right.
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Digital marketers are custodians of customer data. An ethical approach to how customer data is managed and used builds trust and accountability. Here's how respectful use of data can improve customer relationships and experiences
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Webinars can drive an excellent customer experience for B2B marketing professionals. Learn how to make your series a box office hit instead of a marketing flop.
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Customer experience is extremely important in B2B marketing. Discover how to develop a customer experience strategy, how it enhances the customer journey, and the kind of team you need in an omnichannel environment.
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In B2B marketing, a team of people reaches purchasing decisions. Find out how different types of individuals in that team can influence your relationship and how to tailor your approach based on what matters to them.
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We live in a market that values experience. Just as much as in the business-to-consumer (B2C) world, business-to-business (B2B) brands need to deliver moments that matter for their customers. But how to determine if you’re delivering a good customer experience (CX)? What customer analytics should you track to know if you’re meeting your customer experience goals? How do you turn someone’s experience with your brand into a measurable outcome?
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Customer experience is influenced by every interaction: digital engagement, purchase, product use and customer service. B2B organisations need to be careful that they don't differentiate between what they sell and how they sell it. Instead, branding and marketing become an intrinsic part of the organisation's service offerings and in doing so becomes a part of the greater customer experience.
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When it comes to marketing your brand effectively, personalisation is the name of the game. People want to see online content tailored specifically for their needs and preferences wherever they go. Whether they are browsing shows on Netflix, shopping on Amazon, or simply looking up information on the web, customers are more engaged and responsive when presented with personalised content.
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The customer journey map provides an educated model of how various prospects might interact with a business at different touchpoints before making a purchase decision. The map might need to be adjusted to take into account the buying patterns and needs of various customer personas, or different customer groupings who have different reasons for using your product or service. Each persona may act differently or require specific information for their buying process.
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The modern customer journey is anything but linear. It features a labyrinth of choices that customers carefully navigate as they begin, pause, change, and complete their buyer journeys. Search engines, referrals, vendor websites, and social media are all reviewed for insights into products and services. However, according to a recent Harvard Business Review, peer recommendations and referrals are influencing an estimated 90 percent of B2B customers. With this statistic in mind, why do so many organisations misunderstand the customer journey?
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