Why is Customer Experience Important?
Optimizing B2B Buyer Journeys and Customer Lifecycles: tailored strategies for every stage of the client experience
Transform Every B2B Touchpoint
CX impacts every stage of the buyer journey and customer lifecyle. Without a good customer experience, you risk losing your most valuable accounts to your competitors with every touch-point. Investing in professional CX is critical to create a seamless experience of quality – especially in the complex world of B2B.
Forrester says that customer-obsessed organizations reported 41% faster revenue growth, 49% faster profit growth, and 51 better customer retention that those at non-customer-obsessed organizations. We ensure that every interaction a customer has with your brand – from the initial awarness to purchase and beyond – is a positive experience that turns your prospects into loyal advocates.
Adapting to complex b2b journeys
Today’s B2B buyer journey is far from linear, which is why it’s time to embrace insights-driven strategies that adapt to unique needs.
The involvement of buying group members varies from one organization to another, making one-size-fits-all approaches ineffective.
LeadFabric tailors buyer journeys to ensure your content and strategy resonate with all decision-makers involved.
Is Your Customer Experience Strategy Ready for Growth?
Unlock your company’s full potential by discovering how well you’re meeting your customers' needs. Our CX Maturity Assessment will give you a clear picture of where you stand and provide actionable insights to improve.
Reimagining CX: The Pivotal role of pre-purchase engagement
The essence of CX begins even before a prospective account is converted into a customer account. When many traditional B2B acquisition and engagement processes start showing signs of fatigue, CX is emerging as the cohesive bond, bridging the B2B experience gaps.
With a profound AI-shift underway, a revisit and overhaul of CX strategies are not just desirable but crucial.
Our CX Methodology
Our approach integrates the buyer journey and customer lifecycle for a consistent experience that drives repeat purchases, upsells, and cross-sells. We focus on recognising the key signals buyers and customers send throughout their journey and use them guide us in providing the right information and support at the right time.
Read more about our Methodology.
Use cases
CUSTOMER DELIGHT
Enhance your brand reputation by providing memorable experiences that ensure customer loyalty and repeat business.
VOICE OF THE CUSTOMER
Leverage real-time feedback to stay attuned to your customers' needs and preferences, fostering stronger relationships.
BUYER INSIGHTS
Obtain critical insights into customer purchasing patterns to tailor your approach and drive sales growth.
"By partnering with LeadFabric, we were able to synthesize and bring to light our buyers' motivations, decision-making criteria and pain points as well as their journey.
This helped us drive important conversations internally on where to focus our efforts for maximum long-term results."
This helped us drive important conversations internally on where to focus our efforts for maximum long-term results."
Allison Sheehan, Head of Brand
Here's data that speaks for itself
2% of B2B buyers say the buying cycle for new purchases has gotten longer.
Customer experience is the new competitive advantage, with two-thirds of companies competing on experience alone.
72% of B2B customers expect fully/mostly personalized content.
Why choose LeadFabric for CX?
As an agnostic MarTech provider, the only organisation we answer to is you. Our success is dependent on the success of your business and achieving your objectives.
Our consultants are trained on a wide array of CX success tools and techniques, allowing us to find the right tool and appraoch for your specific circumstances. The majority of our team are expert implementers as well as strategists, giving you the full package no matter your challenges.
LeadFabric is a full-solutions consultancy that offers independent advice and services across your entire MarTech and customer experience needs, from conceptualisation and strategy to implementation and configuration.