Digital Experiences Matter
After six weeks, my policies were approved. There was no button to click. I received an email and then had to call to discuss it with them.
Eventually they sent me more paperwork, which I was required to fax back to them. Yes, fax! This meant I had to locate a fax machine to send it from.
While I searched high and low for a fax machine, they kept calling. Often.
As it happened, they never received my fax. This time, I decided to scan the document and uploaded it to my Google Drive. But the company was blocked from accessing Google Drive. I was then forced to email personal information, unencrypted. It’s a good thing they sell life and disability insurance rather than identity theft insurance.
I will avoid this company in the future. It took them two months to determine whether they would agree to trade annual payments of money from me for a promise to pay if something bad happened to me.
They may have eventually guaranteed to pay, but I guarantee I won’t do business with them again.
During this same time period, I also refinanced my mortgage. To do this, I identified an online lender, which promised a mostly digital experience and great rates.
I was impressed by their pricing and even more impressed by the technology. This company knew that it was 2021. Their platform was easy to use, and uploading documents was a breeze. I even received preliminary approval for my refinance within 24 hours — on a weekend.
Then the questions began. Underwriters had questions. Document processors did not understand what I sent them.
Then came the emails. Every day I received more emails — sometimes eight emails a day from eight different people. And I had no idea who these people were or what their roles were.
I knew a conversation would make things easier. Context matters. Q&A is easier in real time.
These are B2C examples in highly regulated industries, but they apply just as much to the B2B world. Ask yourself this: How is your B2B digital experience?
Is information readily available?
Can your prospective buyer engage with you on their terms?
Do you follow their journey in real time, looking for opportunities where you can delight them?
Do you make it easy for customers to say yes and give you money?
Does the journey flow seamlessly between online and offline experiences?
The best digital experiences enhance your brand by living up to customers’ expectations. It’s about delivering incredible experiences that enable sales. Marketing is sales. Digital is about closing. Relationships and connections still matter. How do your buyers really feel? Are you delivering an incredible experience?