Improving CX through Digital Communications · 1.Check for 404 errors (broken pages) 2.Check site...

Improving CX through Digital Communications

And Delighting With The Flywheel

Today's Presenter

Chris PeerOwner/CEO

Chris Peer is founder and CEO of SyncShow. Chris is responsible for the strategic direction of the organization, ensuring all products and services meet or exceed high standards of quality, integrity and value.

WE SPECIALIZE ININTENTIONAL INBOUND FOR B2B BUSINESSESCOMMITTED TO GROWTH.

What Marketing & Sales Efforts are you Currently

Engaged In?

Social? Email? SEO? Mobile First? Proposals? Quotes? Outbound Calls? Blogging? Content

Marketing?

Now Ask Yourself What of These Efforts are Actually

Providing Value.

What should you Stop Doing, Keep Doing or Start Doing?

In addition to brand awareness, lead generation, lead nurturing, and customer communications you are now being asked to solve the customer experience problem. No small task.

Why Don’t More Businesses Focus on CX?

I am too busy.It takes time.It’s not my role.I don’t know where to start.I’ve never been taught.

No Meatloafs.

“Every interaction your company has with a customer -- from that very first website visit to their latest

interaction with a customer service representative -- shapes how they view your brand, and ultimately,

what they tell the world about you. And your marketing strategy needs to reflect that.

-Kipp Bodnar, CMO - HubSpot

Replacing the Sales Funnel with the Sales Flywheel

Funnel vs. the Flywheel

Pulls a prospect through buying stages in linear,

purposeful ways.

A cyclical experience that keeps customers (& your

biggest advocates) engaged through momentum.

VS.

The Role Digital Communications can Play in the Customer Experience

8 Ways to Improve CX Through Digital

Communications

#1 Personalize Your Message

#1 - Personalize Your Message

● 88% of marketers say their customers and prospects expect a personalized experience.

● 98% of marketers agree personalization helps advance customer relationships.

● 87% of marketers report a measurable lift from their personalization efforts.

“Instead of one-way interruption, personalized marketing is about delivering value at just the right moment when the user needs it.” - David Meerman Scott

Personalize Your MessageDefine Your Audience

#2 Reach Your Customers With the Right Message at the Right Time

Reach Your Customers With the Right Message at the Right TimeLeverage Marketing Automation

#3 Keep Your Website Updated

Keep Your Website Updated

✓ 75% of consumers admit they judge a business’ credibility on their website*

✓ 79% of shoppers report they would not return to a slow loading website*

*Source: Business.com

Keep Your Website Updated

1. Check for 404 errors (broken pages) 2. Check site speed3. Clean up your navigation (keep a limited number

of top-level items) 4. Check for whitespace (keep it simple)5. Check for spelling and grammar issues regularly6. Check your analytics monthly7. Make it mobile and focus on mobile first

Steps to Improve Your User Experience

6+2 = Bad Experience

Popular Web Testing Tools

#4 Mobile First

57%of all internet traffic comes from smartphones and

tablets.

Make it Mobile

Make Your Site Mobile Friendly

No Pop-Ups

Mobile-Friendly Software

(Accelerated Mobile Pages) New Mobile-Specific

Technologies “Fat Finger” Design

Font SizeMobile-Responsive Design

Make it Mobile

#5 Create Valuable, Search-Friendly Content

Create Valuable Content

✓ Be relevant✓ Be valuable✓ Be easy to find✓ Be mobile friendly✓ Leverage SEO best

practices

For the best customer experience, content must:

Create Valuable, Search-Friendly ContentLook at the Data

● Sessions● Organic traffic● Bounce rate● 10 most-viewed pages● 10 most-viewed blogs● Average time on site

#6 Help Customers Help Themselves

72%Help Customers Help Themselves

According to a Forrester study, 72% of customers prefer to use self-service rather than phone or email support.

Help Customers Help ThemselvesImplement a Chatbot or Live Chat

#7 Showcase Your Company Culture

Inc. Best Workplaces Award

"Customers will never love a company until the employees love it first." - Simon Sinek

“If people believe they share values with the company, they will stay loyal to the brand.

- Howard Schultz, Former CEO, Starbucks

Showcase Your Company Culture

#8 Focus on Customer Retention

Focus on Customer Retention

✓ Delighted✓ SurveyGizmo✓ Ask Nicely✓ HubSpot✓ GetResponse✓ Survey Monkey✓ Formstack✓ Promoter.io✓ Checkbox✓ MailChimp

Popular Survey Tools

Rome wasn’t built in a day...

Organizational Commitment

Chris Peer | chrisp@syncshow.com | 440.356.1903 | SyncShow.com

Thank YouQuestions?