How To Deliver On-Brand Customer Experiences Across Various Customer Touchpoints Using Salesforce Journey Builder

What do you aspire to achieve?

Is your focus on marketing, commerce, or being the next digital leader? Whatever the case, you need to know precisely what’s critical to the unbarred success of a marketing strategy. The answer lies in customer experience. Platforms like Salesforce serve you with the tools to curate the perfect customer journey.

Salesforce Journey Builder is a strong ally for delivering seamless customer experiences across all touchpoints.

However, it cannot produce ideal results all by itself. As you read further, you will unlock deeper insight into defining good customer relationships and benefitting your brand.

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Salesforce Journey Builder

The Salesforce Journey Builder module is one of several rich modules that you can access in your dashboard. It is simple to navigate and apply and helps you build automated journeys for current and potential clients. It integrates all channels into one space and creates a multi-channel journey.

Defining A Brand-Building Customer Experience With Salesforce Journey Builder

‘Be the brand’ is a famous phrase in every industry, but it isn’t just all talk.

It is the key to branding, especially in a digitalized market. It ensures that your customers end their journey with an on-brand experience that has the potential to move the market.

For that, you must serve your customers with a personalized user experience with excellent communication across every channel. The customer journey typically involves six stages:

• Awareness: A customer comes across your brand.
• Acquisition: The customer’s familiarity with your brand turns into a lead, and they display interest.
• Connection: A transaction takes place.
• Engagement: This is where you need to work on building a relationship with the customer and retaining their interest.
• Retention: Retention is all about identifying why a customer loses interest or trust and filling those gaps. You must make it easy for a customer to choose you each time they need the service you provide.
• Support: Customers support a brand by giving feedback and reviews about their experience. You must provide your customer every opportunity to promote your services in a positive light, thus growing your brand name.

You must tailor every phase of the customer journey to a personal extent and satisfy all touchpoints across several channels. Salesforce Journey Builder can help you provide cross-channel experiences at every step.

Take a look at the factors that create an ideal customer journey and how Journey Builder can help.

Awareness And Acquisition: Receptivity And Customer Cues

The first step is to understand your customers to expand awareness ultimately. Purchase history, attributes, browsing behavior- all go towards personalized communication.

Salesforce Journey Builder helps you collect comprehensive data about a prospective customer using different customizable entry sources. Based on this data, you can plan and create touchpoints that will eventually make or break your acquisition and retention stages.

You can adjust customer journeys drawing from their current behavior and predict changes in preferences.

Some examples of vital customer touchpoints that rely upon the receptivity of your brand are as follows:

• Online ad campaign
• SEO
• Social Media
• Blog Content
• Company Website
• Press-Releases

Connection and Engagement: Effective Communication

For a smooth, goal-oriented journey, you need a map. Journey Builder helps you map each customer’s journey with simplicity or complexity in mind.

You can then pick the most suitable method of communication across emails, SMSs, advertisements, and more. Wherever your customer is, you can reach them there. Journey Builder facilities the unification of every department from marketing to commerce to sales and service for optimum customer engagement.

Some touchpoints to satisfy during these phases of the customer journey:

• Reviews
• Brochures
• Point of Sale

Retention And Support: Being Adaptive And Marketing Successfully

Your customers’ wants and needs will constantly be changing. Your brand must be in line with these changes and adapt to them for retention. Journey Builder lends a hand in anticipating behavior changes in the automated journey so that you can be ready for every challenge. Detailed analytics will facilitate this.

Your customers’ word defines your brand. If their journey is unique and you serve them in a way they associate only with your brand, you pave the way for success. The support your customers will extend works in tandem with efficient marketing and selling while staying on brand.

Journey Builder catalyzes the creation of branded journeys for independents as well as franchises across Marketing Cloud.

Here are some examples of customer touchpoints during these stages:

• Feedback Surveys
• Emailing Lists
• Community Management
• Billing

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SK: Your Ideal Salesforce Implementation Consulting Partner

Salesforce appears to be the poster child for digitalizing industries using self-service cloud applications.

Yet, upon looking closely, there are countless Salesforce implementation consulting partners that drive the change. These partners aid customers in implementing, configuring, and optimizing the CRM platform and its sibling clouds.

It is critical to rope in only the best implementation consultation partner if you’re looking to reap all the benefits of Journey Builder. SK is just what you need. Our entire skillset, knowledge, and experience will back you for all your endeavors with our customer-centric approach.

Security

With SK, security always comes first. We operate with utmost confidentiality, integrity, and dependability.

Quality

Quantity wins over quality, and our solutions stem from this principle. We offer premium speed and agility that boosts overall value and enables effective business engagement.

Assured Methodology

Our methods of implementation are backed by several success stories from across different industries. Whether it is hospitality, utility, or finance- we have a solution for everything.

SK- Eliminate The Gap Between Wants And Needs

We can transform your business and help you realize your digital transformation ambitions. Our robust support system ensures collaboration to face every challenge, and nothing goes unaddressed. We will be present and active at every step of your journey, so take a back seat and count on us to help you deliver on-brand customer experiences!