Retail at times feels like it has a monopoly on press mentions for being in a state of flux and turmoil — and there's good reason for that. Yet the issues facing the retail space aren't contained there. The larger implications move across industries and they're driven mainly by the customer. We marketers often forget that customers aren't siloed; a retail shopper also stays at hotels, books airline travel, signs up for credit cards and much more.
Retailers, hotels, airlines, banks and grocers are trying to better align and overcome the challenges of providing service at scale. Here's how this can be accomplished.
https://www.marketingdive.com/news/why-brands-must-scale-service-and-experience-to-meet-customer-expectations/515940/
Now, more than ever, a customer’s relationship with certain brands is relying on the CX. Marketing professionals are responsible for this relationship between customer and brands, that’s why it’s obviously their job to take care of the CX. There’s a good number of reasons why CX is so important in data-driven marketing, and here are a few of them:
https://customerthink.com/why-customer-experience-is-an-integral-part-of-data-driven-marketing/
Customer experience management is generally the domain of the chief marketing officer (CMO) and the marketing department. Information governance usually falls into the domain of attorneys and records managers. It’s time these two groups got together to explore ways they can serve their organization’s mission better as a team.
It’s all about the customers. And their information. And their trust and loyalty.
https://www.cmswire.com/customer-experience/why-customer-experience-needs-information-governance/
Market dominance once depended on delivering the best product or service, at the best price. Yet today, rising consumer expectations have changed the rules, making customer experience the new battleground of competitive differentiation.
As a result, outpacing rivals now means following the example of prominent industry pundits such as Jonah Sachs, and building businesses around people.
https://www.fourthsource.com/data/people-based-marketing-wins-customer-experience-battle-22190/
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