If you are like other CEOs, CMOs and business executives — you are quickly coming to the realization that every aspect of your organization must work together to achieve lasting customer experience success. It’s not just about successful lead generation. It’s not just about great sales conversion rates, or a better-than-average Net Promoter Score. Only when all three phases of the customer experience (self-service, sales, post-purchase) are performing at a high level can a company reach its full potential.
There is one aspect of your business that connects and directly impacts every phase of the customer experience … your corporate story.
More specifically, the words that prospects and customers encounter throughout the journey with your company. From a prospect’s first encounter with your website, to the conversations they have with your sales team, to the connections they have with your customer support team — and everywhere in between — your story is omnipresent.
The question is, just how clear, compelling and consistent is that story?
If your corporate messaging is inconsistent, fragmented and disconnected, it negatively impacts your business. How? An inconsistent story creates customer confusion, uncertainty, doubt and negatively impacts loyalty and trust. And we all know the foundation of any lasting, profitable customer relationship is … trust.
Maybe that’s why McKinsey & Company discovered … the No. 1 trait of companies that succeed in delivering a superior customer experience is … the ability to develop and deliver a clear, consistent corporate message.
OnMessage has spent the last 17 years working with executives to ensure their story comes to life consistently throughout the customer journey. We work with executives who understand what it takes to compete in the new experience economy. Executives who are committed to ensuring employees and partners can instinctively activate the company story as they connect and communicate with customers.
To learn how we can help you activate a clear, compelling and consistent story throughout the customer experience, request a briefing with our experts today.