Centering marketing on customer experience excellence goals
What’s needed for CX ROI?
Do you ensure your marketing reflects a customer-centric culture?
Have you aligned customer outreach with customer experience goals?
Does marketing support the entire customer life cycle?
Do you guide marketing through customer expectation-set personas?
Are you improving company-wide agility to align with customer opportunities?
What can be useful toward reaching these capabilities? Marketing-customer alignment
Do you assess marketing/sales messaging and cadence-alignment to customer experience realities?
Have you assessed customer engagement methods per mutual benefits and long-term goals?
Have you defined marketing support for customer experience needs across the customer life cycle?
Do you bridge silo tendencies between marketing, sales, and service?
Are you preventing missed hand-offs with alliance/channel/field/supplier partners?
Do you use lost sales analysis and voice-of-the-customer for ongoing fine-tuning of marketing processes?
Do you predict sales uplift according to estimated gains in Net Promoter ScoreTM?
Do you organize marketing data for customer-focused interpretation and usage?
Do you champion market intelligence usage across functions company-wide?
Have you identified natural segmentation of customers based on expectation sets?
Have you characterized customer segments (personas) by expectation-sets?
Access customer-centric marketing expertise from people who have been in your shoes.
Our team members have deep insights from years of leading company-wide customer experience improvement inside major companies.