The Difference Between a Customer Journey and a Buyer Journey

April 8, 2021 I hear B2b marketers use the terms customer journey and buyer journey interchangeably. While it’s not only incorrect, this misunderstanding creates lost opportunities to build early relationships with customers (or potential customers), create a more efficient buyer journey, and develop stronger conversations when it comes time to connect with a sales person. Let’s start with the basics… …

Is Your CX an Awkwardly Long Hug?

August 8, 2019 Everyone’s grumbling about customer experience getting worse. Is it our imagination? Nope. It’s a real thing. At least that’s the findings from a report from Oracle and Customer Experience Expert Jeanne Bliss. The new study, One Size Doesn’t Fit All, highlights the lousy experience consumers have with brands. In fact, 82% give brands the thumbs down. Tapping …

Orchestrating the Experience: The New Buyer and Their Journey

March 29, 2018 by Carla Johnson Just what is a “buyer’s journey?” Do our customers really go through some kind of predictive path on their way to buying a product or service? Has this really changed over the last decade? It’s certainly no secret that the methods and tools that customers have at their disposal have changed more than we …

Customer Experience Is A Team Sport

March 27, 2018 by Carlos Hidalgo 90% of B2B leaders believe that customer experience is key to their companies’ strategic priorities and 75% of those believe that importance will increase over the next two years according to a 2017 study published by Accenture. Given this high level of importance, many B2B mid-market CMOs have assumed the responsibility of delivering on the …

How to Identify What Makes Customers Buy

March 8, 2018 By Carla Johnson Just because two customers are close in age, live in big cities and earn similar incomes doesn’t mean they spend the same way. Despite what they have in common, they could be very different customers once we dig into the details. Once we understand what influences how people make decisions, we can look at …

Why Customer Success May Not be Driving Growth for Your Brand

August 22, 2017 by Carlos Hidalgo It has long been thought that part of delivering a world-class customer experience is ensuring customer success. B2B organizations are making large investments in their customer support while simultaneously building out customer success functions. The prevailing thought is if we can help our customers be successful, this will lead to a good experience, which …

Is Influencer Marketing B2B’s Golden Egg Opportunity?

May 16, 2017 by Carla Johnson As much as we’d like to think we’re impartial buyers, everyone’s influenced by someone. When it comes to big-ticket purchases, it’s even more true. B2B buyers like to think they make decisions based on research and data. But they may be the group most influenced during the buying process. It that’s the case, how …

3 Top Trends in Customer Experience

May 9, 2017 by Carla Johnson I remember seeing the first Terminator movie. Holy crap, the machines scared me. They felt no pity, no remorse, no pain, no fear. It was a far-fetched idea in 1984, but now that our vocabulary is infused with artificial intelligence and virtual reality, some people have a great deal of empathy with Sarah Conner. …

How Giving Useful Ideas and Secrets Builds Trust

May 4, 2017 by Brian Carroll I had coffee with a potential partner, and our conversation ebbed to us talking about business philosophy, marketing, and lead generation. I talked about freely sharing ideas and helping people. He replied something like,  “I think companies [like yours] give away too many of their trade secrets on their website and blogs. They provide …

Why You’re Missing the Biggest Lead Conversion Need and How to Fix It

January 5, 2017 by Carla Johnson People aren’t good with change. We like to think that we are. We say we’ll do it. But even when we’re pounded by evidence of what’s not working we keep trudging on with habitual tactics. Many leading analyst firms claim that buyers are 57 percent of the way through the buying cycle before they …

Want to Keep Your Marketing Job? Why You Must Embrace Change to Survive

November 11, 2014 How buyers buy has changed how we need to think and act as marketers. If you love uncertainty, then being a marketer today feels like being a kid on summer vacation – so many opportunities, ideas and inspiration. But apprehensive marketers are holding onto traditional practices. They think that if they ignore the disruption, they won’t have …

Sales and Marketing: Moving From Content to Conversations

September 16, 2014 Equipping B2B sales teams with the relevant content that helps them have long-term conversations with buyers is hard. Few marketers understand the strategy behind it and even fewer execute it well. It’s an area that’s vitally important to marketers and was the topic of a panel I moderated last week at Content Marketing World in Cleveland. I …

50 Statistics About B2B Sales and Marketing (Mis)Alignment

June 17, 2014 It’s hard to imagine a 2014 topic hotter than Jimmy Fallon right now. I mean, who would’ve imagined that lip syncing would have such a come back? But if there’s one, at least in the business world, it’s how to fix the chasm between sales and marketing so companies quit bleeding leads (qualified or not) and customers. Why …