Era of Your Customer: Who’s Minding Their Journey and Experience?
February 16, 2021
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Episode Description
The buzz: “Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020… 33% of customers will consider switching brands after just one poor experience.” (getfeedback.com) The customer journey – mostly online without a salesperson – has become a major puzzle for marketers to analyze. From brand awareness to customer advocacy, each customer’s experience is unique, compounding the challenges. You need to build each step of your touchpoints – whatever the route – toward the goal of a sale. The big questions: Who is responsible for the customer experience – Marketing, Sales or Customer Success – or all? In 2021, how is the customer journey map evolving and impacting customer experience? We’ll ask Tribal Impact’s Vanessa Baker, eConsultancy’s Stefan Tornquist, SAP’s Nicky Elsner for their take on Era of Your Customer: Who’s Minding Their Journey and Experience?
Changing the Game with Digital Engagement, Presented by SAP
Tuesday at 7 AM Pacific Time/10 AM Eastern Time on VoiceAmerica Business Channel
Game-changing technology strategies are transformational, exciting and disruptive for a reason. They shake up your status quo. They get you thinking about new ways to scale, compete and grow. They move you in amazing new directions.
Join host Bonnie D. Graham as she invites you to take an additional Coffee Break with Game-Changers for our special series on Digital Engagement. We’ll explore the fundamental changes that digital transformation is having on the marketing and sales professions. Our panelists will discuss the implications on the buyer journey, how Digital Engagement impacts an organization in terms of alignment, accountability, and business outcomes, as well as how Digital Engagement changes the dynamic between buyer and seller.
Learn how you can become the savvy leader who takes your company across the finish line as you look ahead to the next wave of business innovation. Changing the Game with Digital Engagement, presented by SAP, broadcasts live on the VoiceAmerica Business Channel.
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