Last week I was at the Martech West 2019 Conference, in San Jose, California. Considering it was less than a two-hour drive away I wanted to experience a completely different world.
Most of it was focused on B2B and at the enterprise level of technology solutions.
But there were some definite gems that I got from it that I wanted to share. 🔥🔥🔥
Obviously, there was a lot of talk about AI and personalization within the marketing technology. The end goal with this is really the Customer Experience (CX).
How can you provide the best CX to your prospects and clients as they interact with your brand, from the initial contact through fulfillment? 🤔
Generational Differences in Customer Experience
It is very important to meet people where they are at during their moment of need:
- Baby Boomers (1945 – 1960) = 64% prefer the telephone 📞
- Generation X (1961-1980) = 29% prefer the telephone 📞+ 28% prefer SMS/Email 📧
- Millennials (1981 – 1999) = 24% prefer Internet/Webchat 🔗+ 24% prefer Social Media 📱
Make sure and adjust your focus depending on your target age group. For a full breakdown of stats, contact us and we will send you the complete matrix.
If you want to talk about your Martech Stack, focusing your team’s contact type to what your target group prefers, or to strategize about ways to align your marketing and sales teams together – use the CONTACT Form to set up a time for us to talk.