It’s Time to Face Marketing’s Impact on Customer Experience
Marketers who ignore the influence of marketing on customer experience do so at their peril.
Bungling the name of a loyal customer on a direct mail piece. Sending a man a digital coupon for a women’s personal care product. Serving a display ad for a product a known customer just purchased online. These are more than cringe-worthy marketing missteps. Rather, they can be serious blows to an organization’s bottom line. That’s because marketing strategies can have a direct impact on customer experience, which in turn, can lead to dramatic changes in revenue, loyalty, and overall profitability.