Customer experience (CX) should be at the center of every marketing strategy. And the market is starting to realize the power of CX. The Annual Digital Trends Report, organized by Econsultancy and Adobe, showed a surprising truth: “optimizing the customer experience” was considered the second most exciting opportunity for organizations, only behind “data-driven market that focuses on the individual.” The report is based on a global survey with 12,815 marketing professionals who work both for brands and agencies.
Companies are finally understanding that the customer’s perception of their brand is based on their experience with products and people related to the brand. Every interaction a customer has with a business helps to build brand perception, and all the touchpoints need to be consistent.
The report also shows that there is a long path to be covered: 44% of organizations consider their CX to be “not very advanced,” and 8% say they haven’t even started on the customer experience journey.
For marketers, this is an opportunity to offer strategic value on their services by integrating a solid and consistent brand voice to all the points of contact with consumers, helping clients to understand the customer journey map and buyer personas and develop campaigns that take into consideration what you want your customer to experience every step of the way.