As companies grow and scale, there’s a natural tendency from them to shift their focus away from what matters most: their customers.
Unfortunately, raising capital and pleasing shareholders will often win out over providing a stellar customer experience. And for years, companies have had the same excuse for taking this company-first or shareholder-first approach: When you get to a certain size, it’s impossible to maintain those close, tight-knit relationships with customers; it’s impossible to scale that one-on-one treatment that you were able to provide back when you were a scrappy startup.
But here’s the thing… with the rise of conversational marketing, companies no longer have an excuse. Today, regardless of company size, if you’re not hyper-focused on providing the best customer experience possible, people are going to leave and find a competitor who is.
Of course, that begs the question: What does a great customer experience look like today? In a world where we now expect instant responses to our questions, and where we can order just about anything online with a few clicks and have it delivered to our door that same day, how can SaaS and B2B companies up their game in order to meet (and exceed) those new expectations?
At Drift, we decided to team up with our friends at SurveyMonkey Audience to find out.
Introducing the 2019 State of Conversational Marketing
In our new report, the 2019 State of Conversational Marketing, we explore how and why customer expectations are evolving and highlight key conversational marketing trends and benchmarks that will help your company become more customer-centric (and, in turn, drive more revenue).
Based on a survey of 1,000+ consumers, the 2019 State of Conversational Marketing is a follow-up to our 2018 State of Chatbots. In last year’s report, we examined the expected benefits of chatbots, the blockers that were preventing people from using chatbots, as well as how chatbots compared to other communication channels. This year, we decided to expand our focus. Here’s why:
While chatbots have evolved into crucial tools for marketers and salespeople, they’re still just one component of a broader conversational strategy.
Today, conversational marketing can no longer be classified as a trend, or fad – it’s a full-blown movement, with the research firm Gartner and the software review site G2 both recognizing it as an independent category.
Whether you’re new to the world of conversational marketing or you already have a conversational marketing strategy up and running, the findings in our 2019 State of Conversational Marketing will help you shine a light on how your leads and customers prefer to communicate so you can provide them with the best experience possible.
Here’s a Sneak Peek at What’s Inside…
We organized the 2019 State of Conversational Marketing into five main sections:
- The Problems With Traditional Online Experiences
- How People Communicate With Businesses Today
- The Strengths (and Weaknesses) of Different Communication Channels
- How Attitudes Toward Chatbots Are Changing
- Conversational Marketing Trends
Here’s a key finding from each of those five sections:
1) The Problems With Traditional Online Experiences
2) How People Communicate With Businesses Today
3) The Strengths (and Weaknesses) of Different Communication Channels
4) How Attitudes Toward Chatbots Are Changing
5) Conversational Marketing Trends