Are you using Journey Builder effectively?
If you are struggling with journey builder, you are not alone. Salesforce Marketing Cloud is a powerful tool, if used correctly and to its full potential. You have already made the investment by purchasing licenses, implementing the tool and training your staff. Let us help you optimize it and get you better engagement and better return on your investment. Our clients report an increase of up to 54% in their customer engagement after optimizing their journey builder.
A study conducted by Oracle found that 86% of customers will pay more for better brand experiences, but only 1% feel that vendors consistently meet their expectations.
Here are a few tips to consider:
Create a plan - sure this is a no brainer. But you would be surprised how many people just wing it. Even if you are starting small on a new journey, having a thought out and documented strategy will help with measuring its effectiveness and optimizations needed.
Have a solid data strategy - Data is KEY. One of the benefits of using Salesforce Marketing Cloud is its ability to have multiple data sources that drive a better customer journey. But usually these data sources exists in multiple locations and are disconnected across systems. Consider how you will enable these and in what order to maximize your journeys’ reach and unearth actionable insights to maximize campaign effectiveness.
Involve the right stakeholders - avoid working in a vacuum. This should be an inclusive process. Bring your brand, campaign management, UX, analytics, sales, and customer service together to craft the journey for maximum effectiveness and best outcomes.
And remember, journey builder is a journey, not a destination. Tweaks, changes and optimizations are what makes the customer experience great.