{"id":84597,"date":"2021-01-22T08:00:27","date_gmt":"2021-01-22T13:00:27","guid":{"rendered":"https:\/\/www.drift.com\/?p=84597"},"modified":"2023-02-24T23:52:04","modified_gmt":"2023-02-25T04:52:04","slug":"how-to-create-digital-experiences-that-turn-your-prospects-into-customers-and-your-customers-into-advocates","status":"publish","type":"post","link":"https:\/\/www.drift.com\/blog\/how-to-create-digital-experiences-that-turn-your-prospects-into-customers-and-your-customers-into-advocates\/","title":{"rendered":"How to Create Digital Experiences That Turn Your Prospects Into Customers (and Your Customers into Advocates)"},"content":{"rendered":"
Your buying experience shouldn\u2019t start when your prospective buyer arrives on your site. And it shouldn\u2019t end once that buyer, you know, buys.<\/p>\n
84%<\/a> of B2B sales<\/a> start with a referral.<\/p>\n That means your best salespeople are actually your current customers.<\/strong><\/p>\n The buying experience needs to be an all-encompassing, personalized journey for each buyer that starts the moment they interact with your brand for the first time and continues long after the ink on their contract is dry.<\/p>\n That\u2019s what\u2019s going to turn your prospects into customers…and your customers into advocates.<\/p>\n I sat down with Enlin Chua<\/a>, Strategic Account Manager at Front<\/a>, to talk through examples of personalized experiences at each stage of the buying journey, how these experiences lead to higher conversion rates among your ideal buyers, and how to turn your new customers into outspoken advocates for your brand.<\/p>\n Ah, doesn\u2019t this picture look nice?<\/p>\n <\/p>\n Everything falls in little buckets, with each stage completely separate.<\/p>\n We all know that\u2019s not how it really works.<\/p>\n Even though you might spend every day thinking about your product, your customers don\u2019t . Throughout any sales cycle, you typically uncover multiple stakeholders with different opinions, lengthy internal processes, and competing priorities that add a level of complexity to the buyer\u2019s journey. When all is said and done, it ends up looking more like this:<\/p>\n These complexities make creating the perfect digital buying experience challenging, to say the least.<\/p>\n In fact, 80% of brands <\/a>believe they deliver a superior customer experience…but only 8% of customers agree.<\/p>\n Your customers want more. And they’re frustrated when they don’t get it.<\/strong><\/p>\n 73% of customers<\/a> expect brands to understand their needs and expectations. And 64% expect<\/a> tailored experiences based on past interactions. Here\u2019s how to do it right:<\/p>\n So, how do you actually deliver a more personalized experience for prospects and customers?<\/p>\n Here are five tried-and-true digital marketing tactics<\/a> you can use to build a better, more personalized experience for your buyers.<\/p>\n If we\u2019re doing our job right as marketers, it means the right person receives the right message at the right time.<\/p>\n And it works. Conversations started from marketing campaigns are 268% more likely<\/a> to convert from visitor to a lead.<\/p>\n In order to meet your customers where they are, you first have to understand and define who it is you\u2019re targeting, and where in the buyer\u2019s journey they might be.<\/p>\n Translation: You have to engage prospects and understand them in order to recommend the best course of action for them.<\/p>\n Let’s look at an example in practice \ud83d\udc47<\/p>\n <\/p>\n Here’s a closer look at each stage:<\/p>\n That gives everyone who comes to the website a 1:1 experience that best suits their needs.<\/p>\n 46% of customers<\/a> expect a response within five seconds or less.<\/p>\n 1, 2, 3, 4…do you have a response yet?<\/p>\n Don\u2019t wait for leads to convert or fill out a form. Your sales interactions happen in real-time<\/a>.<\/p>\n That means your sales team needs tools to be responsive and provide immediate value to your prospects.<\/p>\n We do this at Drift by allowing for real-time engagement through notifications and live chat:<\/p>\n <\/p>\n Use notifications to enable your sales team to make that quick connection when it\u2019s appropriate.<\/p>\n That\u2019s important because prospects are <\/a>5x more likely to convert<\/a> when a human jumps in<\/a>.<\/p>\n The reason notifications work so well is that sales reps have the context they need to have informed conversations with prospects. They can see which campaigns a prospect engaged with, what pages they viewed, and any other information we\u2019ve gathered about them through previous conversations and touchpoints.<\/p>\n <\/p>\n To build a personalized experience, you need to have the right data.<\/p>\n We\u2019ve said this before, but it\u2019s worth repeating: The sales process isn\u2019t over just because you closed the deal.<\/p>\n Once you\u2019ve converted a prospect to a customer, the focus becomes setting the tone for a customer relationship that brings value to both sides of the equation.<\/p>\n Happy customer relationships start with smooth sales handoffs<\/a>. Your sales team needs to collect deployment and outcome information during the sales process in order to be successful down the line.<\/p>\n <\/p>\n Put yourself in your customer\u2019s shoes by aligning your objectives with theirs. Ask yourself:<\/p>\n It takes teams working together to design and consistently execute these handoffs, to make sure that you’re creating a centralized place for critical information during the sales process that builds on your customer relationship.<\/p>\n Because then it\u2019s time to…<\/p>\n Every customer should feel like they\u2019ve had a tailored experience with your buying process so they feel supported and excited about what you have to offer.<\/p>\n The key? Communication. Set the stage for what customers can expect in the onboarding and account management phase of the buyer\u2019s journey within the sales process.<\/p>\n 51% of customers<\/a> stop doing business with the company after one bad experience. Because of this, we can\u2019t stress how high the stakes are during this process.<\/p>\n Your sales and customer success teams should feel like one team. Our friend Chad Horenfeldt over at Updater said it best:<\/p>\n <\/p>\n In practice, a successful handoff looks something like this:<\/p>\n By dedicating time to the relationship between customer success and sales teams, you\u2019re building empathy for your customers and each other, to ensure the success and longevity of the relationship between yourself and each customer.<\/p>\n The more you learn about your customers, the more you can make business and product decisions that help your company grow.<\/p>\n Feedback is the engine that makes this possible.<\/p>\n <\/p>\n Asking for feedback can feel awkward. But it\u2019s not just important for you. Asking for feedback makes your customers feel important and involved, so they know you value their opinion.<\/p>\n But so often, this feedback gets trapped with sales or customer success.<\/p>\n Implement a feedback engine<\/a> that spans the customer lifecycle so every team can understand what\u2019s working and what\u2019s not. Once you’ve collected this feedback, it’s really important to act on it so it doesn\u2019t live in a vacuum:<\/p>\n Providing the ideal experience for your customers and prospects \u2013no matter where they are in the buying journey \u2013 can be challenging.<\/p>\n It requires personalizing at every stage of the journey:<\/p>\n You have to make it easy for a customer to do business with you. Otherwise, why would they stay? And that starts from the moment they interact with your brand.<\/p>\n <\/a><\/p>\n","protected":false},"excerpt":{"rendered":" Your buying experience shouldn\u2019t start when your prospective buyer arrives on your site. And it shouldn\u2019t end once that buyer, you know, buys. 84% of B2B sales start with a referral. That means your best salespeople are actually your current customers. The buying experience needs to be an all-encompassing, personalized journey for each buyer that […]<\/p>\n","protected":false},"author":222,"featured_media":84683,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false},"categories":[79,42],"tags":[85,270,243],"acf":{"evergreen_content":false,"hero_image":{"ID":84685,"id":84685,"title":"2101 Customers Into Advocates HERO@2x","filename":"2101-Customers-Into-Advocates-HERO@2x-scaled.jpg","filesize":355985,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/01\/2101-Customers-Into-Advocates-HERO@2x-scaled.jpg","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/01\/2101-Customers-Into-Advocates-HERO@2x-scaled.jpg","alt":"","author":"109","description":"","caption":"","name":"wp-attachment-2101-customers-into-advocates-hero2x","status":"inherit","uploaded_to":84597,"date":"2021-01-20 20:31:46","modified":"2021-01-20 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Customers Into Advocates INDEX UNFURL","filename":"2101-Customers-Into-Advocates-INDEX-UNFURL.png","filesize":1084114,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/01\/2101-Customers-Into-Advocates-INDEX-UNFURL.png","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/01\/2101-Customers-Into-Advocates-INDEX-UNFURL.png","alt":"","author":"109","description":"","caption":"","name":"wp-attachment-2101-customers-into-advocates-index-unfurl","status":"inherit","uploaded_to":84597,"date":"2021-01-20 20:29:05","modified":"2021-01-20 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08:00:21","post_date_gmt":"2020-01-07 13:00:21","post_content":"<\/strong>\r\n\r\nMost companies today prioritize the experience of their sales reps over their buyers. It\u2019s seen in a number of ways \u2013 like putting business hours in a service level agreement (SLA). Doing this means a rep wouldn\u2019t have to respond to a lead who came in on a Friday night until Monday morning. Not a great experience for the buyer...\r\n\r\nWhen setting up your inbound SLAs, you have a choice \u2013 do you measure from your buyer\u2019s perspective, or your sales rep\u2019s?\r\n\r\nOf course, you need to think about both, but only one can take priority \u2013 and that has to be the buyer\u2019s experience.\r\n Source: BrightVessel.com<\/em><\/p>\r\nAs part of this map, companies will also include customer feedback gathered from these touchpoints and layer that on top of this journey. We\u2019ll discuss more about using customer feedback to improve experiences further down in this article.\r\n\r\nFinally, we suggest revisiting your customer journey map at least every quarter. Given digital experiences, technology, and preferences change, revisiting this on a regular cadence is important.\r\n\r\nOnce you\u2019ve identified your problem areas, next you\u2019ll need to act \ud83d\udc47\r\n Drift: Conversational Marketing Paid Ad Flow<\/em><\/p>\r\nThis journey no longer relies on static communication and replaces forms, emails, and delayed follow-up with chat.\r\n\r\nChat<\/a> is just one way to help minimize the number of hoops buyers jump through. You should also look at other critical milestones in the customer lifecycle \u2013 like onboarding. Drift partnered with CustomerGauge to survey 100+ B2B businesses on the state of buyer and customer experience<\/a>. In that survey, 57% of respondents said their onboarding was only somewhat effective in setting their customers up for success.\r\n\r\nYikes.\r\n\r\nStats like these are a good reminder that you need to look at the entire end-to-end customer journey and critical milestones within that journey.\r\nWhat the Buyer\u2019s Journey Really Looks Like<\/h2>\n
Image source<\/em><\/a><\/h6>\n
5 Ways to Deliver a More Personalized Buying Experience<\/h2>\n
1. Create Targeted Campaigns<\/h3>\n
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2. Action Your Sales Team<\/h3>\n
3. Stress Customer Experience in the Sales Process<\/h3>\n
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4. Master the Sales <> Customer Success Handoff<\/h3>\n
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5. Build a Feedback Engine<\/h3>\n
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Tailor Your Buyer\u2019s Journey to the Customer<\/h2>\n
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Can your sales and marketing keep up? Learn how to make real-time a reality<\/a> for your business.<\/h3>\n
Why It Matters<\/h2>\r\nWhen a qualified lead comes in, the goal is to start a conversation with them, right?\r\n\r\nThey\u2019ve done something that signals they\u2019re interested, like:\r\n
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Building Your SLA<\/h2>\r\n
SLA Targets<\/h3>\r\nPickup rate:<\/strong>\r\n\r\nWe recommend using a target of 95% of leads picked up in 24 hours. This metric should be easy for your reps to maintain and should stay much closer to 100%.\r\n\r\nResponse time:<\/strong>\r\n\r\nWe recommend setting up two response time targets:\r\n
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How This Impacts Rep Behavior<\/h4>\r\nResearch shows<\/a> that if leads aren\u2019t responded to within five minutes, there\u2019s a 10X decrease in your odds of ever connecting with that lead. And if you don\u2019t respond within 10 minutes, your odds of qualifying that lead decrease by 400%.\r\n\r\nBut these targets are hard for sales reps to hit consistently.\r\n\r\nWhat if the rep is:\r\n
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Business Hours Vs Actual Hours<\/h3>\r\nIf a qualified lead comes in during off-hours, should they be treated the same as a lead that comes in during business hours?\r\n\r\nMany organizations want to set SLA levels within business hours, and on the surface it makes sense. Let\u2019s say office hours are 8-5, how can they be held accountable to a 2-hour response time if they\u2019re not in the office when a lead comes in? They can\u2019t reply to leads while they\u2019re sleeping!\r\n\r\nRegardless, we do recommend using actual hours<\/strong>.\r\n\r\nHere\u2019s why: the prospect doesn\u2019t care if your business is open or not.\r\n\r\nIf our primary belief is that creating a great prospect experience drives conversion to revenue, and a fast response time creates a great experience, then you need to use calendar hours in your SLA. And tools like Conversational Marketing<\/a> and Drift Automation<\/a> are here to help.\r\n
How This Impacts Rep Behavior<\/h4>\r\nLet\u2019s say our business hours are 8-5, and a lead comes in at 4:00 PM, should they get the same experience as someone that came in at 2:00 PM? Using a two hour target within business hours, the 4:00 PM lead doesn\u2019t need to be responded to until 9:00 AM the next morning (17 hours later) to be within target. Now just imagine that lead came in on a Friday, the rep would have until Monday morning to respond. Would you still consider that a hot lead?\r\n\r\nIf you were measuring actual hours, the likelihood of your rep working that lead before 6:00 PM would increase substantially.\r\n\r\nSomething that we hear is that off-hour leads are skewing metrics, which could be true, but how many leads do you have coming in during off-hours? 5%, 20%, 50%? If the number of off-hour leads is substantial enough to skew your numbers, and you believe that getting back to prospects quickly makes an impact on your conversion rates, shouldn\u2019t you have a dedicated team that works off-hour leads?\r\n\r\nThe goal of response time SLAs is to create a measurable improvement in the customer experience, which should translate to an increase in sales. By measuring by business hours you turn this into a vanity metric where your reps can meet the metric without creating the desired outcome.\r\n
Defining \u201cResponded\u201d<\/h3>\r\nNext, we need to clearly define what it means to respond to a lead \u2013\u00a0what touchpoint takes them from \u201cassigned\u201d to \u201cworking\u201d to give you the lead response time.\r\n\r\nWe\u2019ve got a number of different types of touchpoints to look at:\r\n
\r\n \t
Build Your SLA To Encourage The Behaviors You Want To See<\/h2>\r\nLet\u2019s circle back and ask this question again, in your lead response SLA, are you measuring from your buyer\u2019s perspective or your sales rep\u2019s?\r\n\r\nYou need to think about both, but only one can take priority \u2013 and that has to be the buyer\u2019s experience.\r\n\r\nHere\u2019s how:\r\n
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Want more lead management best practices? We\u2019ve partnered with Drift on a free eBook: The Measurable Lead Model<\/a>. Get it here<\/a>.<\/h3>\r\nMarko Savic is the CEO of FunnelCake, a Revenue Operations Platform that dramatically improves lead management and pipeline performance for fast growing SaaS organizations. Along with driving the growth of FunnelCake, Marko is a sought-after thought leader in the B2B SaaS revenue space and one of the founders of the RevOps movement. His seminal book \u201cThe RevOps Framework\u201d helped an entire industry see the value in a centralized operations role. Most recently, Marko authored \u201cThe Measurable Lead Model\u201d, a fresh look at how today\u2019s lead models are broken and how a new lead model is needed to drive growth.\u00a0<\/em>\r\n\r\nEditor\u2019s Note<\/em><\/strong>: This is a guest post. Interested in contributing content to the Drift blog? Email Molly Sloan at\u00a0<\/em>msloan@drift.com<\/em><\/a>.<\/em>","post_title":"How & Why To Rework Your SLAs Around The Buyer\u2019s Experience\u00a0","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"slas-and-the-buyers-experience","to_ping":"","pinged":"","post_modified":"2022-03-15 09:42:25","post_modified_gmt":"2022-03-15 13:42:25","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.drift.com\/?p=49990","menu_order":0,"post_type":"post","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":63487,"post_author":"357","post_date":"2021-03-25 08:00:03","post_date_gmt":"2021-03-25 12:00:03","post_content":"You\u2019re ordering swag for an upcoming outbound campaign. You find a vendor that looks great. Their buying experience is streamlined. The website is easy to navigate. And you get what you need in a matter of minutes.\r\n\r\nA great experience from start to \u201cAdd to Cart.\u201d\r\n\r\nThen, a week and a half pass. And you notice your order hasn\u2019t arrived and the delivery date was two days ago.\r\n\r\n\u201cNo problem,\u201d you think, \u201cI\u2019ll contact customer support.\u201d You find an email and a phone number. You send an email off. Then you wait. And you wait. And you put up with waiting for 2-3 days before resorting to the phone number.\r\n\r\nSigh. A 60-minute wait time. You throw up your hands in exhaustion and hang up.\r\n\r\nYou get an email two days later saying the items you ordered were out of stock the whole time \ud83e\udd26\u200d\u2640\ufe0f\r\n\r\nSound familiar?\r\n\r\nMaybe you\u2019ve experienced the reverse<\/strong>: Where the buying process is difficult and cumbersome. But the eventual customer experience is stellar and cohesive.\r\n\r\nAccording to Salesforce\u2019s 6th edition State of Marketing<\/em><\/a> report, 84% of customers now \u201cbelieve the experience a company provides is just as important as its product and services.\u201d In other words, companies can no longer afford poor CX and convoluted buyer experiences.\r\n\r\nBut solving problems like the ones mentioned in our scenario above aren\u2019t overnight fixes. They require going back to the basics and really looking at the journey you\u2019ve built for your buyers and customers.\r\n\r\nIn the next few sections, we\u2019re sharing tactics for creating a frictionless end-to-end customer experience \u2013 from simplifying touchpoints to delivering digital innovations that delight:\r\n\r\nMake the Buyer & Customer Journey Less of a Labyrinth<\/a>\r\n\r\nUse Data Responsibly & in Service of Your Buyers & Customers<\/a>\r\n\r\nInvest in Digital Experiences that Support & Scale<\/a>\r\n
Make the Buyer & Customer Journey Less of a Labyrinth<\/h2>\r\nOld inbound funnels leave a lot to be desired. With lengthy forms<\/a>, delayed follow-up<\/a>, and generic digital experiences, it\u2019s no wonder the buyer\u2019s journey often feels disjointed.\r\n\r\n\r\n\r\n\ud83d\udc46 And that\u2019s just one half of the customer lifecycle.\r\n\r\nAccording to Salesforce, \u201c54% of customers say they get annoyed if they are targeted with an ad for something they\u2019ve already bought. With 71% of customers having used multiple channels to start and complete a single transaction.\u201d\r\n\r\nSo what can you do to make your experience less of a labyrinth?\r\n\r\nLet\u2019s dig in \ud83d\udc47\r\n
Create or Revisit Your Customer Journey Map<\/h3>\r\nCustomer journey maps<\/a> are pretty much what they sound like. They\u2019re blueprints of the different paths customers take with your brand:\r\n
\u201cA customer journey map is a visual representation of every experience your customers have with you. It helps to tell the story of a customer's experience with your brand from original engagement and into hopefully a long-term relationship.\u201d <\/em>\r\n\r\n- Salesforce<\/em><\/blockquote>\r\nThe example we used earlier is just a small part of a larger customer journey map. When creating a customer journey map, you\u2019ll work with other departments to identify points of friction. These could include things like needless touchpoints, a complex internal tech stack, long wait times, and confusing marketing copy.\r\n\r\nHere\u2019s an example of what a more robust customer journey map might look like:\r\n\r\n\r\n
Seriously Simplify Your Touchpoints<\/h3>\r\nEarlier we showed a buyer journey for a paid advertisement. Here\u2019s that same journey simplified:\r\n\r\n
Use Data Responsibly & in Service of Your Buyers & Customers<\/h2>\r\nAccording to Accenture<\/a>, 83% of customers are willing to share their data to personalize experiences. The problem? Customers don\u2019t think their data is being put to good use.\r\n\r\nOne of Drift\u2019s leadership principles<\/a> is to \u201cput the customer at the center of everything you do.\u201d This is a good policy to keep in mind when it comes to using customer and buyer data: Only ask for the data customers and buyers will see tangible benefits from.\r\n\r\nIn that vein, here are some best practices for using data (responsibly) to improve experiences:\r\n
Keep Data Asks Small<\/h3>\r\nForms with endless fields<\/a> are antiquated and lead to a poor experience. And even if you do invest in more real-time communication, it\u2019s important to limit your number of asks (basically don\u2019t turn your forms into long chat conversations).\r\n\r\nFor example, only ask for an email if you\u2019re actually sending something, and phone numbers if buyers actually want to talk over the phone. Append data with third-party vendors<\/a> to fill in the blanks and layer on additional personalization \ud83d\udc47\r\n\r\n\r\n\r\nAnother reason to keep your data asks small: A growing list of data privacy laws. Since GDPR came into effect in May 2018, a number of new privacy laws have been added to give buyers and customers more control over their data \ud83d\udc40\r\n
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Get Personalization Right<\/h3>\r\nPersonalization<\/a> isn\u2019t just a name token at the top of an email. It\u2019s an entire strategy. That means your first step should be to map out where you want to use personalization in your buyer and customer journey. This will identify what other data you need to capture, and how you plan to use it.\r\n\r\nIdeally, personalization should focus on two key components of the customer lifecycle:\r\n
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Use Customer Feedback to Improve your Products & Services<\/h3>\r\nWhether you\u2019re a product- or service-based company, customer feedback<\/a> is an invaluable tool to elevate your business.\r\n\r\nYet, many companies aren\u2019t using feedback effectively according to our survey with CustomerGauge<\/a>. In that survey, 64% of respondents either didn\u2019t send a survey to customers at all or only sent one survey a year \ud83d\ude2c\r\n\r\nSending a survey after milestones \u2013 or on a quarterly basis \u2013 makes it easier to identify problems or potential churn. Companies can then be agile in acting on those findings and plan accordingly.\r\n\r\nHere are some other tips to keep in mind when using surveys:\r\n
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Invest in Digital Experiences that Scale & Support<\/h2>\r\n2020 was a wake-up call<\/a> for marketers still on the fence about investing in digital innovations.\r\n\r\nAs the world went virtual and physical channels became less viable, marketers had to double down on digital marketing<\/a> to make up the difference in pipeline.\r\n\r\nCustomer marketing, customer success, and customer support have been equally tested. Customer support hotlines and generic help@ emails led to long wait times and frustrated customers.\r\n\r\nThere\u2019s no question \u2013 companies can and must do more to support their employees and customers across the board to scale and support their work.\r\n\r\nIn this final section, we look at two ways to better prepare and scale your business with digital, while also empowering buyers and customers.\r\n
Make Communication & Self-Service Easy<\/h3>\r\nEarlier we showed how chat can simplify the buyer\u2019s journey and enable better communication between buyers and sellers.\r\n\r\nThe same benefits can be found with customer support.\r\n\r\nHere\u2019s Hannah Steiman, COO of Peak Support<\/a> on why conversational channels are so important to customer enablement \ud83d\udc47\r\n
\u201cYou have to invest in conversational channels \u2013 online chat and social media. Studies show that customer satisfaction rates for chat are as high as 92% \u2013 greater than any other channel. That\u2019s because <\/em>live chat<\/em><\/a> enables you to have a back-and-forth conversation, resolving multiple questions in real-time.\u201d<\/em>\r\n\r\n- Hannah Steinman, COO, Peak Support<\/em><\/blockquote>\r\nChat also enables better self-service for buyers and customers. A survey from Zendesk<\/a> found that more than 67% of buyers and customers prefer self-service over talking with a rep. Empowering customers and buyers with self-service options are vital in scaling marketing and customer-facing business operations.\r\n
Adapt Your Experience to a 24\/7 World<\/h3>\r\nIn a digitally-enabled world, business doesn\u2019t stop when the workday ends. That means your ability to help clients get the answers they need shouldn\u2019t either.\r\n\r\nAutomation and AI<\/a> have given companies \u2013 from small businesses to the enterprise \u2013 the ability to service and help clients 24\/7.\r\n\r\nOnly a few years ago, both automation and AI seemed inaccessible to small and medium-sized businesses. But new advancements in technology have lowered the barrier of entry for these companies.\r\n\r\nTake Drift's Conversational AI<\/a>. Based on patented technology, our AI-powered chatbots engage and qualify your site visitors at all hours of the day, in multiple languages. They allow salespeople to book meetings while they sleep, help customers find the self-service resources they need, and navigate buyers seamlessly through a website. A win-win-win.\r\n\r\n