Is shifting away from Customer experience a wise business move?
How your customers, clients or target audience experience your brand or company is imperative for their affinity, loyalty and ultimately sustained conversion.
Do you think people repeat purchases or subscriptions with those who failed to deliver a pleasurable experience?
Many of us founders, directors and entrepreneurs understand how rhetorical this question is, yet why is it our marketing chiefs are deprioritising customer experience for innovation and business transformation?
According to Dentsu Aegis’ 2019 studies within Marketing Week, the majority of global CMOs are deviating away from customer experience as a paramount duty to any organisation’s marketing operations. If so, what does that mean for your digital marketing campaign’s value within your industry?
Our agency team views overlooking customer experience is overlooking the human element of any marketing campaign; especially for our below-the-line, obsessed content lovers on Facebook, Instagram, YouTube or interactive ads.
If there’s any mistake a B2C or B2B brand or organisation can commit; it’s dehumanising your online marketing strategies to attract.
Disruptive innovations are born yearly as often as new cars registrations manufactured.
However, innovations also get replaced by more contemporary technologies, ways and processes of doing things in life.
Out with the old, in with the new is the saying.
If customer experience within business wasn’t important for senior marketers, why do consumers still value reviews, testimonials, case studies or even the creative video ad on social platforms now?
Customer experience IS and ALWAYS remains a timeless task of marketing campaigns for every CMO to embrace. Disregarding its importance is disregarding the subsequent opportunity of lead generation from your prospects.
Amongst any business sector, your target audience has multiple perceptions of how your business interacts and engages their interests, emotions and long-term goals.
Ever heard of brand positioning before?
The way you position yourself within digital marketing campaigns reflects a customer experience as thought-provoking, entertaining, insightful, emotional or even action-taking.
Aiming for the action-taking positioning approach within your marketing and advertising campaigns is where lead-generation skills come in. Business founders and directors must ensure their marketing initiatives stimulate call-to-action within the sales cycle towards lucrative ROI to excel forward.
Take it as filtering out the clutter within the digital marketing funnel and extracting out pure, long-term profitability of potential customers, clients or subscribers most swayed away by experiential outreach online.
Email and social campaigns, video marketing, online advertising and blog posts = sign-ups, discounts or sales. These are the 3 main conversion actions each marketer, brand or business seeks from these channels long-term.
Yet, delivering a great customer experience remains always the cherry on the cupcake.
Like how a bakery’s finished treats always emanate enticing scents for passers-by each morning; your online marketing campaign must stimulate your prospects’ sensory experiences to convert and retain their profitable lifetime value.
Non-pestering phone calls, personal data retained, face-to-face meetings with prospects – every business operates in a different industry so you’re aware which lead-gen tactics work best following up from your digital marketing strategy.
Never bake for success without a memorable, sweet or fresh sensation involved!
Overall, we strongly urge founders, CEOs and entrepreneurs to pay closer attention to how customer experience is equally your responsibility towards business growth and success as much as your senior marketer’s too.
Business transformation truly begins when a customer or client’s needs is fulfilled from a phenomenal marketing experience.
Retain or repel – the decision’s yours within the campaign management of your business.
What are you planning now?
If you’re having extra thoughts on delivering the best customer experience possible with your digital campaigns – contact us at firstname.lastname@example.org and we’ll work together to achieve your marketing goals expected.