Delivering a personalized experience to every customer—regardless of where they are in buying lifecycle or the channel or device they’re using at the moment—is the new imperative. Consider that by 2016, 89% of companies expect to compete mostly on the basis of customer experience. Yet today, fewer than half of companies consider their customer experience capabilities to be superior to their peers (on the bright side, two-thirds have plans to be a leader within five years).
Regardless of where your company currently stands, two things are certain:
Your value to customers is no longer measured exclusively on the quality of your product or service.
Any company that does not make customer experience a top priority will be replaced by those that do.
How to Deliver Cohesive Experiences
For marketers, delivering cohesive, 1-to-1 experiences with every interaction can seem like a daunting task. Coordinating messages, timing, and frequency across channels like email, mobile, social, ads, apps and the web has historically been a ‘hit or miss’ proposition. And with the blurring of lines between marketing, sales and service, the challenge is compounded even more.
As brand leaders like Hautelook, RBC, Sony, and thousands of other companies of all shapes and size will attest, the key to meeting ever-expanding customer expectations is Marketing Cloud.Marketing Cloud is the industry’s only platform to connect interactions from any channel or device, and combine customer data and behaviors to create relevant communications that are delivered in real time, and on each customer’s terms. It empowers marketers—and your peers throughout the organization—to plan, personalize and optimize customer journeys, enabling you to deliver the right message, at the right time, and on the right channel.
In other words: Marketing Cloud gives you everything you need to not only compete on customer experience, but to win.
Interested in learning more? Download our Guide to the Marketing Cloud—and get ready to elevate your cross-channel marketing to entirely new heights.