Customer experience is becoming a key focus in marketing right now. Three quarters of marketers think that in five years’ time the marketing function will be almost entirely responsible for overseeing customer experience.
In this 60 second showcase Anna Cotton, Head of Marketing at Brand Management Software provider Brandworkz, answers the question how can marketers take responsibility for customer experience?
Watch the video below to find out. We hope you find it useful and that you gain some valuable insights.
Read the transcript below:
Head of Marketing for Brandworkz, Anna Cotton, discusses ways that marketers can take responsibility for customer experience; outlining 3 tips to ensure an integrated customer experience.
Transcript:
Anna Cotton:
Customer experience is becoming a key focus in marketing right now. 3/4 of marketers think that, in five years’ time, the marketing function will be almost entirely responsible for overseeing customer experience. Great customer experience means that when someone interacts with your brand they get a consistent experience of it, whatever the tough point and they can develop a positive relationship with you. Sometimes, however, brand values don’t make it as far as the shop floor, the call centre or the online experience and there’s a disconnect between what customers expect and what they get.
So what can we as marketers do to ensure an integrated customer experience?
- Well one, work on making your brand messages consistent right across your business.
- Two, educate your staff and internal teams with a clear understanding of your brand values and how to communicate well, whatever their job role.
- Three, give your people a centralized online hub where they can go to get the information they need about your brand stories, values and positioning, so that they can deliver on your brand promise
Find out more about Brandworkz digital asset management software
