Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

It's an exciting time to be the CMO

In a world where your customer can instantly access a host of different options through websites, instant advertising, apps, reviews and social commentary, brands that provide a quick and valuable customer experience will most certainly gain competitive advantages.

Marketing has always been appreciated in business, but with such a close understanding of the customer relationship, marketing leaders will be absolutely pivotal in managing this customer-centric view.

One of the keys to success rests on the marketing team's ability to capitalise on their customer data. The concept of data being on any CMO's top-5 list of priorities may sound odd but, for marketing professionals, it's a source of powerful information about customer behaviour.

Personalised and relevant marketing isn't a "nice to have", it's the new imperative: In a YouGov survey commissioned by Emailvision, 75% of respondents reported that they would resent a brand after being bombarded by online marketing. Not only does this reflect a growing sensitivity to marketing noise, it also reflects a rise in customer expectations.

The digital revolution has reversed the balance of power between the customer and the business, and customers have immediate access to numerous choices while businesses face growing numbers of both traditional and non-traditional competitors every day.

But it is not all bad news for marketing leaders: thanks to significant investment and innovation in marketing technologies, businesses of all sizes can cost-effectively provide personalised brand experiences across multiple sales channels. Marketing leaders and their teams can tap into new marketing analytics technologies to deliver more actionable insights gained from customer behaviours - from all that customer data and transactional data they collect every day.

Every interaction a customer has with the business - from a browse on the website, to the open-and-click on an email, to the tweet, to an in-store purchase - can be captured to generate valuable data. Today we're seeing a new generation of marketing technology that's dedicated to helping businesses understand this data so they can put customer needs, preferences and experiences at the centre of the marketing plan.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)