In the digital-first world, how big of a role does human interaction play when it comes to customer acquisition?
At the start of the buyer journey, human interaction continually decreases with the decline of telemarketing. However, the role of human interaction further down the line is still absolutely crucial–especially when dealing with complicated goods. Customers simply want to know that if problems arise, they can speak to somebody rather than an automated process.
In the B2B market, how can marketers ensure that they’re delivering exceptional experiences and therefore converting more sales?
In the B2B market, trust and transparency are extremely important, especially today when most of the business is done online. In my opinion, the best sales tool you can have is transparency. If a customer goes to your website and they notice you’re hiding something or you’re being clever with your writing, they’ll disappear. But if a customer feels like they are getting a real, transparent explanation of what they are buying, the chances of closing that sale increase drastically. In addition, consumer rights allow customers to send the goods back, so by not being transparent you’re basically just delaying the non-sale.
“In my opinion, the best sales tool you can have is transparency”.
“We want to get to the stage where a customer can get a credit line that fits with any dealer that’s using our technology”.
In a perfect world, what does the ideal buyer journey look like for your customers?
Our ultimate goal is to create the highest efficiency in car transactions–that it’s a customer preference to use our products and services. One thing we’ve been working on for quite some time now, is Credit eligibility. We want to get to the stage where a customer can get a credit line that fits with any dealer that’s using our technology. The goal is to make every car buyer’s journey as seamless and as comfortable as possible so that when that customer makes the decision to purchase their next car, every dealer can offer the ability to go through the full process remotely.
Evolution Funding is the UK’s largest motor finance broker and technology provider. Their scope and capabilities go far beyond that of a traditional broker. Evolution is at the forefront of digital finance journeys, with their technology powering a broad range of customer experiences in the motor finance market. Their innovative digital finance solutions are shaping the motor finance industry. Evolution’s powerful portfolio of products and services create compliant and optimised customer experiences, whilst maximising conversions for our partners.