I can find all the praises for your product or service easily.
I can talk to one of your reps in minutes.
If I prefer so, your chatbot will guide me to the content most relevant to my situation.
I can painlessly answer a survey to help you improve your website, and with one single click give you consent to using (and share) information about my interests.
Your marketing will seek me out to offer more, for free, as long as I stay engaged.
That rep is still trying to schedule a follow-up call to offer a discount if I sign now.
And then, once I am finally your customer, if I need some information, I have to dig them out of an overly complicated help center page, or pray for a telephone number to appear below one of the folds of your website and wait in queue.
And if I decide that, for any reason, I do not need your service anymore, you frustrate the hell out of me with rules, counteroffers, bundles, and eventually a cold goodbye.
There’s no balance in the way companies allocate budget throughout the customer journey. Or perhaps it’s just they think the journey ends when the customer has paid.
There’s a whole lot more to it.