CX stream

Become a CXpert

We all know that customer experience is crucial to our success – but who owns it and what’s the plan for driving it forward?

B2B Marketing’s industry survey shows that 79% of B2B marketers view CX as a significant, or even their highest, priority for the year ahead.Yet, only 3% of marketers are aligned to a cohesive and operational CX plan.For advice, support and case studies on how to improve your CX, download our guide to becoming a CXpert, or take this test to find out how well you’re doing on the CX essentials in this model.

"For marketers to take holistic responsibility for CX they’ve got to recognise they're not just there to serve and support sales, but the customer. Their reach should therefore stretch across the lifecycle and business"

Mary-Anne Baldwin, head of content, B2B Marketing

Swap diffused responsibility for shared ownership through KPIs.
Marketing’s customer insight makes it best placed to lead CX.
Hold on to customers throughout their cycle.

CX: Why timing is everything

When is the best time to post your marketing messages?

School exams taken in the afternoon versus the morning were equivalent to losing 2 weeks of learning.

10-11am: People are most productive

3:00pm: People are least productive

The worst day to send messages is Tuesday, as that’s when we’re feeling most depressed.Familiar with that afternoon slump? Anaesthetists are 4x more likely to make mistakes in the afternoon – what about your own marketing team?Steve Kemish, Junction Marketing Agency