Your Brand SuffersĪs a marketing leader, you do everything in your power to build and protect your company’s brand. In fact, studies show that CX laggards grow revenue nearly 6 times slower than industry leaders. It hits you again and again, driving up customer acquisition cost and sinking customer lifetime value. When you let your customers down, it doesn’t just hit you once. It’s a frustrating experience for everyone involved.īut while poor customer experience is bad for the buyers, it’s disastrous for your business. They wait days, if not weeks, for replies, which often come back as stock emails. Buyers get lost in confusing websites and have to fill out lengthy forms just to get answers. Businesses serve up generic ads leading to unpersonalized landing pages. While innovative companies like Netflix and Amazon are driving progress in the consumer space, the B2B sector lags way behind. It’s the same story online, especially in B2B. The checkout experience was something you endured, rather than enjoyed. Trying to find a shop clerk was like playing hide and seek. You were left fumbling your way through the store on your own. Think of what shopping at JCPenney was like before they went bankrupt.
Drifting lands book series book 3 how to#
How to optimize Conversational Marketing for maximum resultsĪ Nordstrom-style experience may be what customers expect, but it’s definitely not the norm.How to accelerate revenue with Conversational Marketing.What Conversational Marketing is and how it works.
In this book, you’ll discover three approaches you can use to visualize, plan, and implement Conversational Marketing in your business. Build conversational experiences and design conversations that accelerate your business’s revenue and make buying more enjoyable. It accelerates business revenue by removing friction from the customer experience. That’s where Conversational Marketing comes in.Ĭonversational marketing creates instant and personalized engagement with customers and buyers. In other words, your business needs a model that focuses on the customer first. To keep up with skyrocketing expectations, you need to remove friction and give customers what they want at the exact moment they want it. When a customer visits your site, they expect the same type of experience they’d get from Nordstrom or Netflix. Today, people want an experience that isn’t just frictionless, but enjoyable. Brands like Netflix, Spotify, and Amazon have raised expectations and redefined how consumers interact with brands online. This customer-centric revolution isn’t limited to physical retailers. Wherever you went, an employee was there for you – whether it was helping you get a garment tailored, return an unwanted purchase, or unwind with a cold beverage. When you were in one of their stores, everything was about you, the customer. Shops like Nordstrom set a new standard for customer experience.
After you made a purchase, instead of sliding your bag across the counter, the salesperson walked around and personally handed it to you. A personal shopper guided you from one department to another. Imagine, back in pre-COVID times, walking into Nordstrom.įrom the moment you stepped foot in the store, you were treated like a VIP. Introduction Customer Behavior Has Evolved
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