In digital marketing, there are no softer, personalised, and timely experiences for your customers; delivering them on time is a must, not an option. Therefore, businesses rely increasingly
on sophisticated tools to navigate their customer journeys through managing and automating. Salesforce Marketing Cloud Journey Builder is one prominent tool for similar use cases.
Journey Builder, but what is it, and how might it improve your business’s engagement/conversion/customer loyalty? This post will explore Salesforce Marketing Cloud Journey Builder’s core features and capabilities and how they can change your marketing.
Table of Contents
What Is Salesforce Marketing Cloud Journey Builder?
- Salesforce Marketing Cloud Journey Builder is a robust automation tool for businesses that can be used to build and oversee personalised customer journeys on various channels.
- Using Journey Builder, you create a single, seamless, and interactive experience to drive engagement among your customers through Email/SMS/Social/web-based on “whatever” customers do or the data they generate.
- Journey Builder is a visual, drag-and-drop interface in Salesforce Marketing Cloud that makes it easier for marketers to architect and automate their entire lifecycle of customer engagement. Built for businesses to send the right message to the right person at the right time in a personalised, intuitive, and relevant way
Key Features Of Salesforce Marketing Cloud Journey Builder:
1.) Drag-And-Drop Interface:
- The Drag-and-Drop Interface Journey Builder provides a drag-and-drop visual journey designer for marketers to build simple and easy multi-channel customer journeys.
- It’s not a developer; it creates automation easily and allows for easy-to-understand how-to guides catered to any level of marketers.
2.) Multi-Channel Marketing:
- Cross-Channel Marketing No Doubt One of the most significant benefits of Journey Builder is combining many channels into a single journey.
- You can layer the personalised touchpoints, be it email or text messages, to social media or push notifications so that they connect and coordinate your multi-channel experience for each customer
3.) Data-Driven Personalisation:
- Personalisation is a Data-Driven Journey Builder that uses customer data in the Marketing Cloud to personalise every journey.
- Using customer profiles, bi-hourly triggers, and segmentation, you can provide relevant and targeted content based on customer preferences and needs, driving engagement and conversion rates.
4.) Automation & Triggered Campaigns:
- Workflows & Triggered Emails The customer’s journey in Journey Builder is automated end-to-end, which helps to reduce manual work and boost efficiency.
- Triggered campaigns allow marketers to automatically send personalised messages when customers do something (e.g., fill out a form, click a link, or purchase an item).
- This means that customers are kept abreast of timely and pertinent communications, which translates into their satisfaction.
5.) Real-Time Customer Interactions:
- Customer Interactions in Real-time No, at its core, Journey Builder also learns from real-time interactions with customers that are not only past data.
- So, when a customer opens an email campaign or clicks somewhere in the body of the email, their journey can get an update in real time; therefore, the next step of their personalised journey is triggered.
How Salesforce Marketing Cloud Journey Builder Helps You?
After going over the key features, let’s dive deeper into how Journey Builder can be helpful for your marketing.
1.) Increase Customer Engagement:
- Use Journey Builder, and you are building experiences that are highly relevant in context to the customer, resulting in enjoyable experiences for the customer.
- You’re not sending out a broadcast email (the same canned message), but you are delivering an experience that feels personal and relevant to each person.
- So, for example, your e-commerce company will send product recommendations based on the customer’s browsing history or remind someone who hasn’t signed in for a while about a subscription service.
2.) Increases Conversion Rates:
- Increases Conversion Rates Conversion rates are king, and the capacity to automate and customise communications on a customer basis is a game-changer.
- Journey Builder allows businesses to step leads through targeted messages as part of lead nurturing, the journey to purchase.
- Follow-up automated emails or SMS reminders can nudge customers to make payments, subscribe to newsletters, and take any other action you desire.
3.) Improves Customer Retention:
- Growing Customer Retention Customer retention is just as important as acquiring new customers, and Journey Builder is a foundational practice in establishing long-term relationships with your customers.
- To keep customers interested and invested in their brand, businesses can offer appropriate, relevant, and engaging post-purchase journeys (think thank you messages, new product recommendations, or loyalty offers).
- After the customer buys something, Journey Builder automatically sends them an email later asking for feedback or a discount on another purchase, thus creating a two-way relationship.
4.) Optimises Marketing ROI:
- Maximises Marketing ROI Marketing Cloud Journey Builder simplifies the Marketing process for businesses to automate advanced campaigns with less human intervention.
- It saves both time and resources at the same time, as marketing efforts are always only improved.
- Monitoring customer interactions and performance data will help you optimise your campaigns and resources (for each one) and, as a direct result, achieve that ROI (Return On Investment)
5.) Enables Data-Driven Decisions:
- Empowering Data-Driven Decision Making Integrates with Salesforce CRM, Salesforce Marketing Cloud Journey Builder, making it easy for marketers to get to know their customers and their behaviours/ preferences.
- A data-driven approach allows every decision to be verified in actionable insights (more accurate segmentation, targeted messaging, and power to your marketing strategy).
Real-World Use Cases for Journey Builder:
Some examples of journeys enabled by Salesforce Marketing Cloud Journey Builder across various industries are
- E-commerce: An online retail brand running a journey to welcome new customers with a personalised welcome email and a set of promotions specific to browsing history/past purchases.
- Financial Services: An automated journey is sent to those who have not completed the loan application, even after initial contact with a personalised walk-through and reminder on why they should move forward through a step-by-step process.
- Travel and Hospitality: One hotel chain uses journeys to reach customers at different touchpoints before, during, and after their stay, including personalised offers, check-in reminders, and post-stay requests for feedback.
- Healthcare: Journey Builder provides appointment reminders and medication alerts for providers, ensuring patients never miss updates.
Conclusion:
Salesforce Marketing Cloud Journey Builder is a powerful tool that allows businesses to automate, personalise, and optimise customer journeys across multiple touchpoints. By leveraging data-driven insights, real-time triggers, and multi-channel communication, Journey Builder helps marketers deliver the right message at the right time, driving engagement, conversions, and customer loyalty.
Implementing Journey Builder can significantly improve your marketing efficiency and effectiveness, whether you’re a small business or a large enterprise. Ready to start crafting personalised journeys that resonate with your audience? Salesforce Marketing Cloud Journey Builder is the tool you need to get started.
About the Author:At Minuscule Technologies, we have a team of certified Salesforce advisors, developers, and administrators who can help you customise a Salesforce solution that will maximise the tool’s potential for your business. With our help and as a Salesforce consulting partner, you can maximise features like lead management, forecasting, and analytics to boost sales and improve your customer relationships.
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