How Great Customer Experience Will Make Your Business More Successful

The overall customer experience is critical to growth and competitive differentiation for B2B companies.

Yet, fewer than one quarter of companies excel in delivering experiences that customers notice and deliver

significant value. However, the select group that does it “right”, enjoys

higher-than-average revenue growth.

Example of a Customer Journey in the Investment Sector

VOLVO BRAND

Jean-Claude

Van Dammedoes the

splits for everyone

AWARENESS

Pricing & ROI

PURCHASE

ProcurementCFO

Brochures Product Data

Sheets

Business owner

Engineering

EVALUATION

Training,Drivers

Literature

ONBOARDING

Fleet Managers & Drivers

Maintenance

& ServiceInformatio

n

SERVICE

Engineering

Specialistvideo

For Fleet Managers

INTEREST

A customer journey…

Source: Erin Provey

JEFF ROHRS CHANNELS SLIDE EXAMPLE

Customer Experience is almost exclusivelyfueled by one thing...

CONTENT

Content doesn’t just happen…

There are three areas where you need to focus:

A typical message to content teams…

1. Strategy2. Distribution3. Measurement

Really?

What about content creation?

“More than 50% of marketing spend is on content creation.

Very few companies have a plan for that spend.” 

Source: Erin ProveySirius Decisions 

GOALS

GUIDANCE

GOVERNANCE

GOALS

Set your goals for Terminology, Style and Tone of Voice

Validate your goals by learning from checked content and adjusting accordingly

GUIDANCE

Acrolinx is the only software that can actually “read” your content and help you make it better

GOVERNANCE

A scorecard gives an overview of all the issues found

Generate a baseline for your content, or get an overview of a complete set of assets

Deep metrics help you track content quality trends, utilization, and performance.

GOALS for all aspects of your content

GUIDANCE for content contributors

GOVERNANCE for content teams

Brand, audience, compliance, findability, precision

Wherever they create content

Transparency and control over the entire customer experience

Methodology• 2 similar documents (High

Acrolinx Score vs. Low Acrolinx Score)

• Text only – no formatting or styling

• Isolated A/B test – research participants only saw one version of the content

• Viewers asked specific questions about brand perception, conversion and purchase intent

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B

We make accounting easy! Xtera is the world's leading provider of cloud-based accounting software for small business. Our online solution makes it easy to manage all of your financial needs from start to finish. Whether it's invoicing, bank reconciliation, payroll, or expense reporting, Xtera has got your back. We're just the partner you need to become more efficient, grow your revenue, and build your business. In addition to our fantastic software, we offer so much more. In fact, our outstanding customer support, complete online training, and competitive pricing are just some of the reasons why clients choose us. Ready to get started? Sign up for a free trial today!

A

55%A

23%B

Do you have a positive impression of the company?

(Brand Trust)

60%A

21%B

Would you click on the offer?(Conversion)

51%A

25%B

Would you buy from this company? (Purchase Intent)

Facebook’s management announced revenue would ”meaningfully” slow and it

was ready to make ”aggressive” investments. 

5%despite another record-breaking quarter where sales increased by 56%

Those two words reportedly caused Facebook shares to fall by

For Mark Zuckerberg, this meant a $2.5bn reduction

in his fortune

BRANDING CONTENT QUALITY

USER EXPERIENC

E

CUSTOMEREXPERIENCE

AGILE / LEAN

We can help with 5 big initiatives

We can help with 5 big initiatives

BRANDING CONTENT QUALITY

USER EXPERIENCE

CUSTOMEREXPERIENCE

• We operationalize your branding and style guidelines• You ensure compliance without costly training and

delays, helping you “Speak With One Voice”

AGILE / LEAN

We can help with 5 big initiatives

BRANDING CONTENT QUALITY

USER EXPERIENCE

CUSTOMEREXPERIENCE

• We help execute on common content goals across all touch points

• Improve engagement, conversion, and customer satisfaction

AGILE / LEAN

We can help with 5 big initiatives

BRANDING CONTENT QUALITY

USER EXPERIENCE

CUSTOMEREXPERIENCE

• We ensure standards are met for every writer.• You can increase quality without increasing

headcount, helping you scale your business.

AGILE / LEAN

We can help with 5 big initiatives

BRANDING CONTENT QUALITY

USER EXPERIENCE

AGILE / LEANCUSTOMEREXPERIENCE

• We check for clarity, brand, audience, compliance, findability• You can simplify and “humanize” content, creating great user

experiences across all products

We can help with 5 big initiatives

BRANDING CONTENT QUALITY

USER EXPERIENCE

AGILE / LEANCUSTOMEREXPERIENCE

• We are integrated with Agile approaches and tools • You can embrace Agile and ensure your content strategy is in sync with your development strategy• We accelerate content development and localization

We can help with 5 big initiatives

BRANDING CONTENT QUALITY

USER EXPERIENCE

AGILE / LEANCUSTOMEREXPERIENCE

All of these at global scaleEN, DE, FR, ZH, JP, SV, (ES, PT)

“It is not the strongest of the species that survive, nor the most intelligent, but the one

most responsive to change.” Charles Darwin

Acrolinx Technology Helps the World‘s Greatest Brands Create Amazing Content:

On-Brand, On-Target, At Scale

In a Broad Range of Verticals

SOFTWARE HEALTHCARE AEROSPACE & DEFENSE ENGINEERING HIGH TECH FINANCIAL