Have you ever thought you might need a change in social media marketing plans? Do you need a digital agency? Or, do you need a social media marketing consultant? If you are not quite sure if you need a social media coach, then ask yourself these questions.Read more
Do you know how to use Twitter to send the right message to the right audience at the right time— without making a mistake?
My great Aunt Agnes used to say, “Don’t’ say anything in public that you wouldn’t want others to hear—especially on Twitter.” How right she is! How disastrous would it be if you sent a private Tweet only meant to be seen by your close friend or business associate, but you blasted it to 10,000 followers? It’s happened before with Weinergate and Farvegate. They are Twitter disasters that are hard to forget!Read more
With only 280 characters in play, it seems pretty simple to write the perfect tweet!
How hard can it really be when all you need is a few words to get your point across to your followers? Unfortunately, that is what many marketers and their management think about how it works. Are you one of the 80% B2B companies using Twitter, but not quite sure if you are putting out tweets that are driving business? (source: Brafton)Read more
Before you launch that next social media channel for your tech brand or consulting company, think twice!
Starting channels for the wrong reasons or without the right resources can hurt your brand!
Ask yourself these questions, and then make your move.Read more
B2B social media influencers can help small businesses, big brands and people reach an audience they cannot typically reach with their own marketing and messaging.
So, why wouldn’t a marketer want to find and set up a relationship with influencers to help them reach their business goals?Read more
The Rolling Stones are truly an inspiration for any social media strategy, whether you are a small or large business! They are a great inspiration for how to continue to put out a relevant message no matter the channel—vinyl, Spotify, or Sonos.
Thinking outside of the box is key to develop your social media strategy. I invite you to dust off your old vinyl to find your Rolling Stones social media inspiration!Read more
Do you know how to retweet? Do you understand the nuances of retweeting to ensure your messaging works as hard as possible? If not, then this guide to retweeting can help!Read more
The new buyer journey revolution continues to evolve. It is happening without you and your participation. It will not be televised. However, it still happens in the digital world. Including social media.
The B2B decision maker’s native buying behavior is changing. Customers rely less on the companies from whom they are going to make a purchase when framing their requirements and narrowing down the choices. They are changing their native behavior with how they are making their purchases.Read more
The customer experience is your next competitive battleground. Are you prepared to win it with social media?
You can claim victory by way of this competitive differentiation war by offering the lowest prices or providing a superior, surprising and spectacular customer experience! You may win the price battle, but that is only a short-term solution. However, you will always win the customer experience war. Providing a spectacular experience is more sustainable!
What Is Customer Experience And Why Is It So Important?
Customer experience is your customer’s perception of his or her relationship with your brand. These perceptions result from the collection of their interactions with your brand’s touchpoints during the customer lifecycle.
The rules change daily. Customer expectations of experience are set and improved by the best in class in an industry – Google, IKEA, Subway, and many others. So, with every new improvement or introduction of a new way of doing things, your customer raises the bar and increases your pressure to deliver. Think Amazon’s user experience setting expectations for a B2B software company, or that Apple sets expectations for a retailer, and you start to connect the dots.
5 Key Customer Experience Facts
- 80% of U.S. consumers would pay more for a product or service to ensure a superior customer experience. Source: White House Office of Consumer Affairs
- 68% of businesses plan to increase their spending on customer experience. (Source: Call Center Executive Priorities)
- 44% of consumers consider customer loyalty to be a relic of the past (Source: Avaya and BT Research)
- Shoppers use an average of 10.4 sources of information to make a purchase decision (Source: Google)
- Referred customers deliver 16% higher lifetime value (Source: Wharton School of Business)
Connect The Dots In The Customer Journey Touch Points
Each customer journey includes touchpoints – dots you need to connect to draw a holistic experience. It would help if you increased your relationship currency value at every section of the sales funnel – using social media, content marketing, and traditional interactions to connect these dots. The question is, do you have the resources and know-how to connect the dots to draw a winning solution or a scary picture?
The Customer’s Customer Requires 10 Key Experiences
Customer experience manifests in social selling, content marketing, social media, and every touchpoint on the customer journey. Your customers don’t want it. They require it. Here are ten experiences your customers demand in today’s economy.
1. Keep the customer experience simple and easy
Forest Gump couldn’t have said it any better – “Simple is as simple does.” Brands providing an integrated experience across channels make it simpler and easier for customers to engage. Whether it’s the one-off Google search experience or ordering a sandwich at Subway – two of the most highly ranked ’simple’ brands – a simple and easy experience differentiates your business from the competition. Making it easy to find your brand and consume your content is the key to winning their heart!
2. Educate and communicate with your customers with social media
Your customers do not want to be sold your stuff. They want to be educated on how your staff can help them – then they will buy! The Home Depot builds a great customer experience by giving away their expertise during their Do-It-Yourself, Do-It-Herself, and Kids Workshops! Stitch-Fix, the woman’s subscription clothes service, presents possibilities by providing custom combinations printed on in-box instructions. Customers are self-educating, so integrate education and relevant content into their experience. 82% of U.S. digital buyers prefer to research products from multichannel retailers on the internet (Source: March 2014 study by UPS, ComScore, and the E-tailing Group). If you don’t educate your customers, then your competition will! Take the teaching approach with your customers instead of selling to them, and they will make you a trusted advisor – with sales becoming an exponential by-product!
3. Quickly resolve the bumps in the road using your social channels
4. Personalize the customer experience
Smart, connected customers expect personalized experiences. From REI’s persona-based content marketing strategy targeting (tongue-in-cheek) narcissists who love biking to Nike ID’s custom footwear, customers require an experience that is all about them! A data and analytics strategy gives brands a single-view into individual customers – enabling a positive customized experience.
5. Make it easy to #humblebrag
Customers love to #humblebrag since it validates their purchase. It’s part of their brand experience – both with you and their community. Brands who strategically integrate a video, pictures and hashtag strategy into the customer experience score the most points – and social referrals!
6. Deliver a safe and secure experience
Customers’ heads are spinning with cyber-security breaches. People will share their details to enable a great experience. Just make sure you explain how you are going to securely handle their identity
7. Surprise and delight your customers
Marketing automation has created this ‘bland-compliant’ messaging. The customer wants a little personality and delight with their relationship with you. You have to work hard to differentiate yourself from the competition. Surprising and delighting can be as simple as Netflix’s season two House Of Cards Tweet chat with the actors to Mastercard’s #PricelessSurprises campaign featuring Justine Timberlake! Brands can combine a little bit of big data and creativity to create a priceless connection with customers
8. Be ‘always-on’ to be in the heart and minds of the customer
FOMO (fear of missing out) is the Millennial’s number one fear. So, you want to be always-on with cross-channel access to your brand – on Instagram and Snapchat – so they never miss out on not missing out. Gartner predicts that by 2017, 50 percent of consumer product investments will target customer experience innovation, so investing in an always-on and brand-to-demand strategy makes sense. Translated to Gen X – it’s staying on top of the newest ‘thing’ to ‘keep up with the Jones’. BirchBox does this well
9. Mobilize your experience
With smartphone adoption reaching 70% in the U.S, reported by Asymco, providing a mobile customer experience is not an option, but a requirement! From mobile banking experiences like TD Bank offers or content updates from the Wall Street Journals app, customers want mobile access to your brand. As the man in the old Verizon commercial says “Can you hear me now?”
10. Create a circle of trust for your customers
88% of consumers trust online reviews as much as personal recommendations, reports Bright Local. The fact of the matter is many customers begin their customer journey amongst their circle of trust. This activity means you need to build a trusting relationship with a great brand experience – using social, mobile, analytics, and cloud technology – making it easy for others to communicate their trust. Consumers will continue to build up their trust by using Yelp, Trip Advisor and Amazon Reviews, and their social media networks. How do brands build trust? Listen, respond, and do what you say you will do – just like any good relationship.
Do you have another customer experience you think customers require? If so, then please share below. Or, contact me directly at firstname.lastname@example.org.
As Jimi Hendrix kind of said, “Are you (customer) experienced?” If you aren’t, then you aren’t adding value to your customers, and you will lose the battle and the war with your competition.
NOTE: This blog post was originally published on May 3, 2015, and was lightly updated on January 27, 2021.
Social selling has clearly taken hold in the B2B world. Everyone is talking about it — especially your competition. Perhaps you still struggle with evolving into modern selling?Read more