Don’t forget the human touch

In all our excitement about multichannel engagement in customer journeys, have we forgotten about personal contact? Face to face, person to person, great service delivered on site can leave a lasting and positive impression. Perhaps more memorable than a digital communication, thanks to its physical presence, the service visit, on time, prepared for action, ready to resolve the issue at hand is probably the one that makes the most compelling association of your brand. Somewhere on a customer’s journey, they’ll meet someone who represents your company, face to face. Make sure it’s a positive engagement and I’ll bet you’ll reap the rewards, even just by being different when the good experience is so unexpected.
Don’t forget the physical link in all this online activity, it might be the one that counts the most.

About Ann James

Expert B2B marketing generalist. Digital advantage meets offline. Obsessor of results. Curious, doer, collaborator, deliverer. Questionner. So What? B2B marketer offering a unique combination of creativity, strategic planning and 'can do' attitude. Over 20 years' experience in marketing SaaS & tech for EMEA start-ups, scale-ups and corporate organisations. Extensive skills in creating successful messaging and campaigns to ensure lead and business generation in competitive and emerging technology markets. Highly organised with particular attention to detail, an excellent communicator and pragmatic marketer, delivering programmes that get results. The 'So what marketing' blog is the expression of all I have learned - am still learning - about B2B marketing - I hope it's of some use to you. Contact me for consultancy, contract or permanent assistance to boost your sales pipeline. https://www.linkedin.com/in/ann-james-627973/

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