Ginger Conlon, Editor-in-Chief
Marketers can
talk a good game about customer centricity, but actions speak louder than
words.
“Putting customers at the center of your business is what it takes to
create a competitive advantage.” This simple, yet bold, statement by Lars
Birkholm Petersen launched a discussion around where most businesses are in
terms of their customer experience maturity level.
During a presentation at Sitecore Symposium 2014,
Petersen reviewed the marketing automation company's Customer Experience
Maturity Model (see above). Its stages are initiate, radiate, align (the
“attract” phase of the customer lifecycle); optimze, nurture (the “convert”
phase); engage, lifetime customers (the “advocate” phase). “We've found that
85.4% of companies are in first two stages,” said Petersen, global director,
business optimization services, at Sitecore. “Strategic value increases as you
move further along the model. If you're in those first two stages, how do you
get started?”
Ron Person, senior consultant, business optimization,
for Sitecore, took the stage to answer Petersen's question. To move ahead to
stage three, “align,” connect corporate objectives to marketing objectives,
Person advised. There are six steps to doing so: determining strategic themes (e.g.,
customer intimacy, top quality), setting strategic objectives (what's needed to
make the theme become a reality), defining marketing objectives (specifically
to support the strategic objectives), setting digital goals, creating an
engagement value scale, and then selecting key performance indicators. This
process will help show the link between business objectives and customer
actions.
“All marketing tactics, down to A/B testing, need to
contribute toward reaching strategic objectives,” Person stated emphatically.
The fourth stage is “optimize,” which includes such
activities as rules-based personalization, A/B and multivariate testing, and
campaign attribution. Chris Nash, who joined the stage with Person, explained
that optimization, such as in-the-moment personalization, is exceptionally
powerful. “Use it in all phases of the customer lifecycle,” said Nash, senior
consultant, business optimization, for Sitecore. “Use customer data [in real
time] as it becomes available; use the data that makes the most sense to use
for that personalization. Use different types of data in different
combinations.” Doing so can be complex, he said, but its effectiveness is worth
the effort.”
“Optimization is the low-hanging fruit of experience
marketing,” Nash said. “Focus on the buyer journey.”
Get connected
After the presentation Petersen, Person, and Nash met with several
anaylists and journalists (myself included), to dive deeper into the topic of
customer experience maturity, which is a central theme of their new book Connect: How to use data and
experience marketing to create lifetime customers.
Considering the complexity of the customer experience,
and of marketing, I asked: Are companies at multiple stages of customer
experience maturity with different aspects of their marketing? For example, is
the email customer experience more mature than in other channels? If so, how
can they better connect those stages?
“Companies are being forced by customers to create a
connected experience,” Nash said. “It puts pressure on organizations to think
about the quality of the overall customer experience. Email, for example, is an
‘advanced' silo, but it's often a disconnected experience from other channels.”
Nash explained that this type of disparity creates “moments of disconnected
frustration” for customers.
Eliminating the disconnect and creating a consistent
customer experience is all about people, process, and technology, Peterson
noted. Marketers need to focus on the customer across channels in a connected
way; they should collect and use data create relevant, contextualize
experiences. “This goes back to marketers needing to ensure that they align the
customer experience with strategic objectives to get business value,” he said,
referring to the Customer Experience Maturity Model. “Once they're doing that,
they can optimize and nurture. Then can moved to engage and lifetime
customers.” But tread purposefully: “It takes time, maybe years to move up the
maturity model, espcially in a big organization,” Petersen said.
The journey, however, is more necessary than ever
before.
“Businesses that excel at customer experience,” Nash
said, “make it so other companies need to do the same.”
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