According to Oracle’s 2014 “Global Insights on Succeeding in the Customer Experience,” 93 percent of business executives claim that improving the customer experience is a top three priority for 2015 and 97 percent believe improving their customer experience is critical for success. These are notable statistics given that today, only 37 percent of businesses have a formal Customer Experience (CX) Strategy. The lack of strategic CX initiatives among B2B corporations can be attributed to many factors, but siloed organizations, insufficient investments in foundational initiatives such as the development of a formal Corporate Messaging Platform, and the perceived inability to measure performance are key challenges executives face. As a business leader it is absolutely critical that you overcome these challenges.
How critical?
According to Oracle’s customer experience study, “Executives estimate that their potential revenue loss for not offering a positive, consistent and brand-relevant customer experience is 20 percent of their annual revenue, or $400M for a $2B firm.”
It’s that critical.
Delivering a superior customer experience begins with consistent customer conversations. If your customers do not experience consistency in messaging throughout their journey, including the conversations they have with your employees, the discussions they have with your sales people, the content they consume online and through your visual brand identity, you will be unsuccessful at delivering a positive experience. Why? Because you will have failed at developing a sense of credibility and trust along the way.
To truly transform your customer journey, you must discover your true story (by developing a clear, compelling and consistent Corporate Messaging Platform) and then bring it to life with every customer connection you make.
Learn the one single action you must take in 2015 to transform your customer conversations here.
