The Digital Customer Journey Initiative
Your customer knows where they want to go and how they want to feel when they get there.
But most B2B customer journeys aren’t living up to expectations.
We want to change that.
We devised a methodology to gauge the quality of a company’s digital customer journey and applied it to 15 global brands. The results of this customer journey mapping were eye-opening and the insights revelatory - dig in below.
B2B customer journeys are broken: we want to fix them.
90% of B2B customer journeys start with an online search. Your digital customer experience needs to be on-point, but in B2B, we found this is rarely the case.
We know this, because we've analysed a whole lot of them.
The result? The 2023 Digital Customer Journey Report.
Should this matter to me?
We can tell you how your customer journey stacks up against the competition.
CEO
Very few brands communicate a strong vision, is your company one of them?
VP of Marketing
Is your online presence consistent, cohesive and unified?
Sales Leaders
Are you seeing enough marketing-qualified leads?
Analysing the five stages of the customer journey (discover, consider, convert, retain, champion)
Customer journey mapping, using ‘customer-centric’ marketing philosophies and transparent criteria
The rating system and 200+ hours of audit
Evaluating 22 factors across the journey (each scored out of 10)
Assessing the journey with the latest UX/UI and content marketing strategies in mind
Index League Table:
15 brands across: Aerospace, Renewables and Tech
Customer Journey Success Thermometer
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6 brands have achieved above 55%
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1 brand achieving an ‘A’ rating to date
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4 brands below 25% - even though they are $billion revenue companies
Elevate your own online customer experience
You’ve seen the stats on others, but how good is your online customer journey? Here’s what you’ll get from an audit:
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Meticulous mapping: The data that tells the story of your customer journey
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1:1 Consultancy: Understand the data and how to act on it
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Instant Indicator: A tool for ready comparison against other brands
We can tell you how your customer journey stacks up against the competition.
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