Most CMOs do not have enterprise-wide processes in place to ensure clear, compelling and consistent messaging is delivered throughout the buying process and customer journey. This results in a disconnected and inconsistent experience for prospects and customers as they travel from one touchpoint to another.
This is not a marketing problem. It is a business problem because inconsistent corporate messaging negatively impacts financial performance, in three very measurable ways:
Customer Acquisition: Your target audience expects personal, relevant and consistent messages as they consume your story online and offline. Confusing and inconsistent messaging in the self-service and sales phases of the buying process significantly reduce audience engagement, break down sales cycles and reduce customer conversion rates.
Customer Retention: When a prospect becomes a customer, they expect the promises made during the buying process to be fulfilled. However — if the story does not ring true — fear, uncertainty and doubt creep into the newly acquired customer’s mind — jeopardizing future purchases and share of wallet.
Customer Loyalty: Loyalty is only achieved when trust has been earned with a customer. Trust is earned when a customer’s overall experience is consistent with their expectations — expectations that you set based on the messages they consumed in the buying process. Consistency matters.
To be successful in today’s environment CMOs must approach messaging development and delivery as an enterprise-wide business process – not a marketing tactic. They must be more disciplined, holistic and intentional with respect to the story that is being shared and how it comes to life in the customer experience.
Only those businesses that share a clear, compelling and consistent corporate story throughout the customer journey will thrive in the future.
OnMessage is the B2B communications consultancy executives call when it counts. When strategic shifts in the business take place, when financial performance is on the line and when the message absolutely must deliver material business results. To learn how we can help you deliver a compelling and consistent story throughout the customer experience, schedule a briefing with our experts today.
That’s Your OnMessage Minute.
