Marketing is playing a greater and increasingly significant role in the customer experience. Some companies are struggling with how to integrate the customer experience enterprise wide. Absent a dedicated Customer Strategy team, marketing does own many, but not all, of the customer touch points.
Here are some valuable suggestions from Martech Today: Three things marketers must do to better serve customers in 2018
1. Own all customer touch points
Marketers must be acutely aware of every touch point that impacts existing customers, even when they fall far outside the traditional marketing purview.
For example, many companies are trying to scale their interactions with the use of AI-powered bots that will help guide customers. In most companies, it is IT, or perhaps a customer account department, that drives this kind of project. If marketing doesn’t have a clear understanding of how this is impacting the customer experience, then it’s not stepping up to being the shepherd of the end-to-end customer experience.
2. Existing customers are worthy of your best everything
All of the things that are important to attracting new customers are just as important to retaining existing customers. AI, personalization, consistency of interactions and alignment of people in the company across the customer experience function are all critical components of retention.
Perhaps most important of all is constantly seeking and acting on feedback to not just increase sales but to also create the kind of loyalty and advocacy that help mold the perceptions of other existing customers and pull in new ones.
3. Find the metrics that matter most to the customer experience
Relying on the Net Promoter Score (NPS) to measure customer loyalty is no longer enough. It’s too general and static a measure for today’s fast-moving customer environments. What’s necessary is to also understand the sentiment of each customer as an individual.
Again, the solution is to constantly seek feedback on how you are doing in meeting each individual’s increasing expectations through the lens of the customer experience. This can be accomplished as easily as presenting a simple emoji scale for customers to score their satisfaction with every interaction.
Thus armed, you can measure such things as ease of purchase, satisfaction with sales and service, the value of your content and so on. This data can then be combined with data on repurchase rates, number of advocates created and so on, to provide a more complete, accurate and timely picture of marketing effectiveness across the customer journey.