Joey Coleman, CX Expert & Co-host of Experience This states, “Every single interaction, the most minute details of interaction you have with your customer, are an opportunity for you to create something remarkable.”A successful approach for optimizing customer experience must include competitive benchmarking of the social strategies of the competitors. Performing extensive customer research about the demographic, firmographic, technographic & psychographic insights of the customers allows marketers to segment the prospects into the right clusters to align the organization around the core bottom lines. Improving customer experience & relationships should be the core area of focus for the brands. Apt utilization of the marketplace data & reflecting on the mission & vision of the brands allows marketers to architect & excel with a customer-centric approach – which includes optimizing customer experience & customer relationships. Marketers need to introspect the cultural, functional as well as emotional aspects of customer experience. Additional tools & techniques need to be deployed to improve customer experiences. All B2B marketers intuitively understand that the customer-centric approach is important to drive positive changes within the organization. The following are some reasons why marketers & customer experience executives need to embrace customer-centricity for B2B branding:
Rachel Arthur, Business & Fashion writer quotes, “The premise, which is built around making it easier for customers to shop in the way they want to, enables app users to select images they like, then book to have them set in a fitting room for them in the store of their choice, ready to try on in person.”Marketers need to make it easier for people to spend their money by showing the value proposition of products or services.
5. Design Amplified Mobile Pages (AMP) that are Simple to Use:The number of mobile users has only grown with time. With the proliferation of mobile technology for navigation, marketers need to ensure that they can deliver a seamless experience for customers & potential buyers with the help of mobile. The browser navigation needs to be simplified for all the device types including the mobile.
Michael Brenner, CEO of Marketing Insider Group states, “If you just help your customers, or help your buyers buy, and answer the questions that they have in that journey, then you can really succeed.”Be it any digital social channel across the web or a live event marketing scenario, consider prioritizing what customers are looking for. Providing most justifiable solutions to the questions of the customers, keeping it highly contextual to the search queries of the customers paves the way for strengthening omnichannel brand experience.