This is part 4 in a series on the “Last Mile” of Digital Maturity. Read part 1 here, part 2 on reaching & attracting the right prospect here, and part 3 on scale and orchestration to target the right prospect here.

Content strategy has evolved, and it’s big tech that’s set the agenda. Clients and prospects demand a personalized—-and cohesive—experience across channels. Winning firms that use targeted, timely content seamlessly between channels are accelerating business conversion and growth, thanks to a coordinated engagement strategy.

Know Your Audience(s)

Marketing departments (rightfully) invest heavily in getting to know their end customers. But effectively communicating with them requires understanding and balancing the needs of the advisors and agents who take care of them. Not surprisingly, their diversity—across age, gender, race, interests and specialties— is indicative of a variable understanding of, and appetite for, digital adoption.

Since no two advisors are alike, it’s critical to tailor your approach when building digital programs. A good foundation takes advantage of segmented user groups to coach digital behaviors and design content and channel strategy.

Foundations of a Balanced Content Strategy

• Balance automated (campaigns) and personalized (modified, original) strategies to engage clients, across channels, including social and texting.
• Develop a comprehensive content tag strategy to cater to your advisor/agent population and inform client preferences.
• Embrace data. Define targets at the outset, and ensure the infrastructure is in place to measure your efforts and evolve your approach.
• Build a strong partnership with compliance. Find balance between innovation and risk by inserting compliance directly into the ideation or strategy phase. (Learn more about why compliance is your ally in our white paper.)

Having a foundational understanding of your clients and user base will help you develop the systems to improve your program at scale.

Develop your Infrastructure

With a balanced content strategy in place, it’s time to ensure that you have the tools and systems required to drive relevant, powerful messaging across the key channels of social, websites, mobile calling, and text messaging. Clients demand choice, and your field needs to be ready and willing to meet them where they are.

Mature programs are also syncing customer engagement activity with core systems (CRM, CDP, CMS, etc.) to gain a comprehensive omni-channel view of customer engagement. For example:

• Social programs can sync engagement data to enrich systems like their CDP or CRM, which allows for a more complete view of contacts and leads.
• Texting and mobile calling programs can connect with a CRM to initiate two-way activity sync, which allows measurement of engagement frequency with contacts and leads.

Developing an integrated ecosystem puts firms in position to reach clients with the right message on the right channel. But to truly optimize these efforts, they need to guide their field to engage at the right moment.

Initiate Proactive, Omni-Channel Workflows

Leading firms are leveraging their digital platforms to systematize field outreach seamlessly across channels in pursuit of outcomes like improved conversion and business growth.

By leveraging omnichannel workflows triggered by CRM and other core systems, firms can optimize lead management by engaging leads quickly, effectively, and measurably.

Are you ready to win higher conversion rates, more satisfied customers, and more loyal advisors and agents with better nurture and conversion? Download our white paper now.