Our marketing department has a real focus and wants to launch a new campaign. They have done a lot of research and believe it will drive sustained growth with existing customers.
What is the role of the customer experience team for the new launch? A key function is to assess whether employees believe we can keep the implicit and explicit promises that will be made to the customer. A quick journey map may do the job.
Can we validate what will be different for the customer? Is that a good thing? If it isn’t in the best interest of the customer, how can we change it to make it better?
All questions to be asked. Nothing worse than unintended consequences for our marketing efforts.