What Any Business Can Learn From Verizon About the Transformation to a Digital World

C-Suite with Jeffrey Hayzlett takes you inside Verizon to speak with c-level executives from its Enterprise Solutions division.

CX Trends – What’s changing (and what isn’t) in 2018

As the end of the year approaches, it’s time for the all-too-familiar projections for the coming year. It’s the time where everyone considers what the new year will hold and predicts trends that are worthy of attention. Walker’s December webcast focused on this as its theme but added an interesting twist. In addition to considering

Continue reading

The post CX Trends – What’s changing (and what isn’t) in 2018 appeared first on CX Advantage.

Empathy, Web & People: Improving The B2B Customer Experience

Some businesses make it hard to work with them. It seems at times that many B2B organizations have made it so complex and uncomfortable to work with that customers are forced to find an alternative even if their current provider offers a better product or solution.
As connected consumers, we want ease, we want a good experience, we have an expectation of those with whom we spend our money. We have seen this with 1-click ordering, same day delivery, and improved e-commerce experiences. Given that we want this as consumers, it makes sense that when we move into our professional worlds, we want to work with and buy from companies that have the same kind of focus on customer experience.
However, according to a recent article on DesitnationCRM.com, most B2B organizations are failing in providing a positive customer experience with fewer than 10% of organizations saying they do.
The article goes on to provide some tips that B2B organizations can adopt to improve the customer experience. While I agree with all of the suggestions in the article, there are a few more that I have added here.

Apply Empathy

In a blog post written by Brian Carroll he writes the following:
Neuroscientist, Antonio Damasio discovered, “We are not thinking machines that feel, we are feeling machines that think.” Damasio made this groundbreaking discovery:  when emotions are impaired, so is decision-making. What does this mean? We need to go beyond logic to understand how our customers feel.
This is particularly important if you have a complex sale where B2B buyers face daunting decisions that involve huge risks. Our customers aren’t saying, “We need solutions.” Instead, they’re saying, “We need to solve a problem” So what would happen if you focused on helping them do just that?
One of the questions I am routinely asked by new clients is, “are we the worst case you have ever seen?”  What they are really saying is, “we know we have problems and can you help us. We want to improve.”
Many times the first meeting I have with a client is listening, inquiring and assuring them that all will be ok. It is applying empathy and letting them know that together we will improve.
I spoke with a CEO yesterday who told me, “We have to stop speaking about our platform and begin speaking to our customer's issues and let them know we understand.”  This is empathy in action and he is intent on moving his company in this direction.

Improve The Web Experience

I sat with a prospect a few days ago who said, “if you go to our website you have to have a PhD. to understand what we do.”  She was right. The site is overly complex, hard to understand and trying to find any kind of content is extremely difficult.
The reality is that in most cases, buyers and customers consume content digitally and if organizations make it hard to find or use overly complex language, it makes it harder to do business.
One executive, I spoke with this week told me, “I am not trying to be insulting, but we look to develop content and design our product so that a high school freshman could understand it. We want it to be super easy for our customers.”
Having long web forms, gating all of your content, making a buyer go through multiple clicks and pages to access content, or making your site hard to navigate are all reasons why customers will look elsewhere.
Organizations need to think about the fact that often the first interaction a potential customer will have with your brand is your website, if it is a poor experience, they may not come back.

Focus On Your People

Ever engaged with an employee of a company who hates their job? If you have, chances are you could feel it in the interaction, in the approach they took to you as a customer and it is an all-together negative experience.
One of the places to start in improving customer experience is with your employees. Many companies want to ensure their customers have a great experience but skip over the all to important step of first developing a positive employee experience.
Employees that feel appreciated, are recognized, are given opportunities to enhance their skill set, and given an opportunity to reap the benefits of the organization's success are employees that bring that positive vibe to your customers. This has to be a foundation for any organization if customer experience is going to be realized.
Customer experience is quickly becoming one of the top buying decision and loyalty factors for B2B customers. Organizations can no longer afford to fail at it and need to move quickly to a customer-centric point of view or be left behind.
The full post on empathy by Brian Carroll can be found here
Image courtesy of Halogen Software

The post Empathy, Web & People: Improving The B2B Customer Experience appeared first on the B2B Lead Blog.

How This Company Got Over Screwing Up on Its Biggest Sales Day of the Year

When Valentine's Day deliveries turned into a nightmare for on-demand flower company UrbanStems, a personal touch helped mend relations with unhappy customers.

Don’t Believe These 4 Customer Experience Myths

People will reward you for thinking differently.

Insights Into the World of Content Marketing

Last week, Content Marketing Institute and MarketingProfs released their annual B2B Content Marketing Study that dives into the practices and habits of B2B content marketers in North America.
Content marketing is a key component of any customer experience strategy and while the overwhelming majority of B2B organizations are producing content, the study shows that successful execution may still be elusive.
In looking at this year’s study there are some thoughts and musings I have listed below.

Content Marketing Continues Upward... But Is It Successful?

According to this year’s study, 91% of organizations are using content marketing (an increase of 2% compared with last year’s study) and 38% of respondents expect that their spending on content marketing will increase next year. While there is no doubt that content marketing is a necessary and useful discipline to drive customer engagement, the majority of B2B organizations do not truly understand the impact it is having within their company or their audience.
According to the study, respondents stated the following in regards to the measurement of their content marketing performance:
Only 19% are “excellent” or “very good” at aligning their metrics and content marketing goals only 35% of organizations consistently measure the ROI of their content marketing
Given that so much time, effort and money is being spent on content marketing, it is incumbent upon marketers that they begin to measure the impact content marketing is having on corporate performance. Regardless of “no formal justification being required “, as 38% stated. If content marketers are going to know if they are successful, then they must measure the outcomes of their work and be able to show the impact they are making.

Questioning Commitment

When asked how committed their organizations were to content marketing, 63% of organizations stated they were either extremely committed or very committed to content marketing. However, this “commitment” does not seem to be producing success, as only 24% of respondents stated they are “extremely successful or very successful” with their organization’s approach to content marketing.
So what are organizations committed to when it comes to content marketing? The definition of content marketing within the study is as follows:
“A strategic marketing approach focused on creating and distributing valuable, relevant and consistent content to attract and retain a clearly defined audience – and ultimately to drive profitable customer action.”
Using that as the definition combined with the lack of success or lack of understanding if they are successful, are these organizations truly committed to “profitable actions?”
Simply creating content is not commitment. Being able to demonstrate the profitable actions that customer acre taking in response to content is what will demonstrate commitment.

Talk Is Not A Strategy

When asked if they have a content marketing strategy, 37% stated that they do indeed have a strategy and it is documented. Another 38% of respondents stated they have a strategy but it is not documented.
Any strategy that is not documented and known by key stakeholders in the organization is no strategy at all.  Strategies are documented and not merely spoken.  B2B content marketing professionals need to stop fooling themselves into thinking that having a discussion about their approach to content marketing is akin to a strategy.
For organizations to see success in their content marketing performance they need to document their strategy and re-visit on a regular basis. This allows them to see what adjustments may need to be made and how they are following this strategy, simply talking about it is not strategic in any way.

Time To Re-Think The Approach To Content

Content marketing is a must for any organization looking to connect with their customers; however simply generating content for content’s sake is not a viable approach. This year’s study, as in years past, shows that content marketers are still struggling to make an impact. I believe it may be time to slow down the content factory and be more customer-centric and purposeful in the approach to content marketing.

The post Insights Into the World of Content Marketing appeared first on the B2B Lead Blog.

You Can Collect Customer Data and Deliver a Better Experience Without Violating Privacy

Create customer loyalty with these real-world strategies.

Why Customer Experience Is Your Key to Success

According to research, 70 percent of buying experiences are based on how the customer feels they're being treated.

Free Webinar: How to Build a Customer Experience-Led Business

Learn how to give your customers experiences that are personal, engaging and consistent across every platform.

5 Ways Inbound Sales Teams Can Innovate the Customer Experience

In a world where 70 percent of B2B buying choices are based on how customers rate their treatment, it's crucial that inbound sales teams take ownership of the customer experience early on.