Post by account_disabled on Mar 6, 2024 8:23:05 GMT
Each other? How marketing experience and customer experience are related if cx looks after the care of consumers, mx talks about the care of marketers . And, of course, both concepts complement each other to create experiences that go beyond the brand. One of the common points that we find in both disciplines is that they pursue the objective of making processes simpler, easier and more pleasant for the client . This is the best task in which they complement each other. Let's look at an example referring to communication. Consumers want, from the marketing departments in companies, the form of contact and the communications they receive to be simple and personalized. An email, a promotion, a limited-time offer, even answers to their questions, everything should be created for the person. If josé has already canceled his bank credit card, why does he then continue receiving emails from a bank to which he no longer belongs? If maría sends a private message through a social network because she has an urgent problem and cannot communicate by phone, why does she not receive a response or is she sent an automatic message that generates even more inconveniences? In these cases, customer experience and marketing must be linked to offer solutions, and not problems.
If this happens, and the cx and mx complement each other, it would be a success. As for customer retention tactics , what the competition does also comes into play here. Let's think that a company can provide a great product, but what would happen if customers discovered that, at the slightest problem, the brand did not respond? And what if the competition really has optimal Buy Bulk SMS Service customer service, and offers better experiences? Perhaps the answer is obvious but yes, consumers are likely to choose the competition. In this case, customer retention tactics would not be as effective, since if the company does not solve the problems that arise, the loss of trust is irremediable. In fact, people trust brands and put their feelings into them. Risking losing the value of the security that customers place in a company is, in many cases, irrecoverable. Analyzing this point, we can say that end-to-end customer experiences are affected by the entire value chain throughout the company. Furthermore, what's better than not using customer service repeatedly? Well, this will mean that the product or brand itself does not generate problems to be resolved, so there will be greater satisfaction.
Here we tell you more about why marketing and cx should go hand in hand . Another way cx and mx relate is to take advantage of marketing's business intelligence capabilities to add more customer insights. And yes, we are referring to the opinion that consumers have about a brand . This includes collecting information through satisfaction surveys and using the data extensively. There is a lot of useful information in customer reviews. Valuing their opinions is how brands, products and services are improved, since they are first-hand data. Why not use them to offer unique experiences? What if we talk about empathy and marketing ? Although empathy is a concept closely associated with cx and ux, it can be implemented in marketing strategies. Listening to the customer's voice first-hand, that is, putting yourself in the other's shoes, is a great resource to relate what what marketing is looking for and what the cx department is looking for. Recommendation: let the marketing staff choose a day to listen to and address the client's needs.