Your customers’ experience is a vital part of marketing. It’s the first impression, the last impression, and everything in between. A great customer experience (CX) can increase customer lifetime value, improve retention and drive referrals. Conversely, a bad customer experience has the opposite effect.
It is essential to ensure that every touchpoint—from website, to email, to social media, to chat tools, to phone calls, and more—is a positive experience for your customers.
Complexity Breeds Chaos
Consumers now have unprecedented access to brands, products, and services. As a result, companies now have more channels and properties to manage than ever before. This abundance is both exciting and overwhelming for both marketers and prospects.
With this abundance, most marketers today struggle to provide an incredible customer experience because they’ve lost control over their marketing touchpoints through complexity. The result is that prospects have negative customer experiences using outdated and ineffectual websites and are subject to unfocused, poorly executed marketing programs.
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Most marketers have no idea how many different tools they use or where they go wrong with their customer experience. With systems cobbled together, processes are overly complex, and reporting is inaccurate or non-existent.
In response to this complexity, many companies have turned to automation tools like CRM or email marketing software to make sense of their data. But unfortunately, these tools don’t work in conjunction with one another. As a result, marketers must use multiple tools simultaneously, which is ineffective and inefficient, which causes adoption rates for non-integrated technology tools to plummet. Additionally, manual efforts are redundant, your customer data gets lost in confusion, and reporting is inaccurate.
The net result of all this complexity is that your business growth stalls, your efforts are unfocused, and your leadership is frustrated.
Achieve Clarity for Growth
The good news? You don’t need to hack together your marketing or learn multiple tools to provide a fantastic customer experience. Instead, companies can use HubSpot’s powerful Marketing Hub and world-class CMS Hub to improve their customer experience and increase ROI through a simplified, unified toolset for growth.
When your critical elements of customer experience management—Content, Messaging, Automation, Reporting & Data—are unified in technology and effort, your ROI magnifies tremendously. A single buyer’s experience becomes the center of it all.
Improving customer experience with unified marketing, website, and sales have several benefits for you and your customers:
- A single source of truth improves your buyer experience with one customer record, not many.
- An intuitive user experience and easy-to-use software will improve adoption among your team.
- You will see a reduced total cost of ownership by taking a strategic approach to the consolidation of customer tech.
Plus, businesses improve organic website traffic and inbound leads over time using Marketing Hub and CMS Hub combined.
Why struggle with disorder and chaos when your business can benefit from a CRM-powered growth engine that will improve your customer experience, and that is customized to fit your business needs? Adopting a unified approach to marketing your business improves your customer experience and empowers you to:
- Use data to create sophisticated experiences across all customer touchpoints.
- Leverage automation to ensure a seamless customer experience, from the first website visit to handing off to sales.
- Create better content by removing gatekeepers.
- Effortlessly report on the ROI of every customer touchpoint.
- Keep your messaging consistent across all touchpoints.
