Content leads to ‘optimal’ customer experiences for enterprise marketers

February 20, 2020 by Aimee0
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Enterprise marketers need to use content during every phase in which a customer interacts with their company as it is essential for delivering ‘great’ experiences, a new study by Content Marketing Institute (CMI) has found.

Enterprise marketing is naturally grander in scale and scope than traditional marketing as it combines different departments and activities across an organisation to drive sales and attract and retain large audiences.

The latest report by CMI, titled ‘Enterprise Content Marketing 2020: Benchmarks, Budgets, and Trends – North America’ has uncovered a direct link between the deployment of content during each stage of the cycle, which generally starts with ‘awareness’ and concludes with ‘action’, and the quality of experiences.

More than half of enterprise marketers working for a brand delivering ‘optimal’ customer experiences say that their content marketing strategies and campaigns are either ‘extremely’ or ‘very’ successful.

Those using content every time a customer interacts with their company are enjoying greater success.

Just 29% of all respondents are managing high-quality content marketing activities and those who do not are struggling to deliver the experiences that their customers demand.

CMI general manager Stephanie Stahl said that the report shows that brands deploying content regularly are not only providing great experiences but are also truly focused on the needs of their audience.

This can pay off in a number of ways at the point of sale and further down the line as brand retention and loyalty comes into play.

Speaking about successful enterprise marketers, she added: “They give their audience what they want and need, when and where they need it.

“They create content based on specific points/stages of the buyer journey.

“Their content creates credibility and trust. On top of that, they view their role as directly connected to sales.”

Stahl also believes that content ties everything together and is able to unite disparate moving parts to ensure that customer experiences are seamless from the first interaction to the last.

In large-scale enterprise marketing, this is very important.

Enterprise marketers are also becoming more strategic as 46% now have some sort of documented strategy for content marketing in place.

There have been notable strides in this area as only 36% said the same 12 months ago.

While content is a unifying influence, the actual act of coordinating content creation and distribution is still proving to be a challenge as 62% say that this is their top issue for the year ahead.

Back in 2019, the same challenge came out on top.

There is also room for improvement in terms of deploying content after every touch point as just 44% said that they agree that their organisation can deliver seamless, optimal experiences during the entire sales and engagement cycle.

The 10th annual study shows that for brands naturally eager for customers to return and buy products and services a number of times, content can play a major role in strengthening ties, trust and loyalty.

Nine in 10 providing optimal experiences value the creativity and craft that’s central to content creation and a similar number strongly believe that relevant content needs to be distributed at points when individual customers can see it most.

Aimee


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