To this good article from Marketing Insider Group about Marketing Trends you need to know for 2020, I’d add for the B2B side of CX, it’s a keen focus on delivering insights-based client value, with a level of personalization, whether it’s content or recognition of an existing relationship. The best CX for B2B customers has to always be about delivering customer value.
- The marketing trends that will dominate in the next 12 months will include Customer Experience, Employee Engagement, and Content Visualization
- The definition of what we consider as “marketing” is changing and becoming broader. No longer just about branding and advertising, marketers must work together with other departments to focus on building great customer experiences and engaging customers for long-term relationships.
“73% of people say that customer experience is an important factor in their buying decisions, but currently only 49% of US consumers say that today’s companies provide a good experience.
What exactly makes a great CX? Efficiency, convenience, knowledgeable and friendly service, and easy payment options are what people value most in their customer experience. But aspects more traditionally considered as marketing’s domain are cited too: up-to-date technology, personalization, an easy mobile experience, brand image, and design all add up to the overall customer experience.” #marketingtrends #2020 #marketingstrategy