Let’s face it: customers switch off if they don’t get the right knowledge at the right time. So why do we make it so hard for them to access the knowledge they need to succeed—from your brand, experts, and each other?
Increasing market competition, a preference for self-serve options, and the rise of generative AI are transforming customer demand for instant, trusted knowledge. Without easy access to relevant content, peers, and experts to learn from, customer lifetime value is at risk.
Think about the last time you clicked on ‘Resources’ on a B2B company’s website. How often were you presented with a maze of options that led nowhere? The knowledge customers seek is often buried or non-existent. Today’s customers expect personalized learning pathways, not a one-size-fits-all labyrinth. We are missing clear opportunities to recommend and co-create the knowledge they need.
Ignoring this engagement issue puts 71% of existing customers at risk of churn (Gallup). Additionally, 95% of your potential customers will buy from the company that provides the right knowledge at the right time (Oracle).
When budgets are tight and teams are stretched to their limits, it’s easy to stick with the status quo. But there is a solution. Customer knowledge sharing is all about creating a knowledge hub not just for your customers but with them.
Imagine scaling the quantity and quality of knowledge your business can provide. Picture an engaging, personalized customer experience designed to deliver the right knowledge, experts, and collaborators tailored to their goals. This approach can provide a new competitive edge by enhancing how customers search, discover, and contribute knowledge.
Our mission at Zapnito is to make this vision a reality.
The Problems at Hand
Knowledge Supply vs. Demand
91% of customers would use a knowledge base if it were tailored to their needs (Social Media Today). Today, customers expect instant access to trusted knowledge. For most businesses, resources and budgets to meet this demand are dwindling. AI promises to scale content creation, but a ‘knowledge collapse’ is inevitable if expertise is not captured and shared.
Consequences of inaction: Higher customer churn.
Knowledge Search & Discovery
52% of customers wish businesses would simplify access to information and allow them to ask questions (Oracle). Many businesses manage knowledge across fragmented channels. AI can enhance how customers quickly access knowledge, but its effectiveness relies on the quality and quantity of available information.
Consequences of inaction: Higher support ticket volume.
Growing Scarcity of Customer Insight
Despite the decline of third-party cookies, 75% of marketing and CX leaders still depend heavily on them (Adobe). To create more profitable relationships, businesses must improve how they capture and leverage first- and zero-party data to respond to customers’ evolving goals, preferences, and intents.
Consequences of inaction: Lower customer lifetime value.
By embracing customer knowledge sharing, we can address these issues head-on, creating a future where your customers are not just consumers but co-creators of your product’s success. Don’t wait—start your journey towards now.