An Industry Leader Perspective: Why the Customer Experience is More Important than Ever: Industry Leader Scott Bush, Maritz Research CMO, speaks out
Scott Bush, Maritz Chief Marketing Officer, explains how today’s marketers can use a “customer experience strategy” to drive customer loyalty, retention, and revenue. With 50% of customer attrition blamed on poor customer experiences and the potential for “new media” to spread the news, Bush shares insights and suggests specific customer-experience tactics, including:
- Why describing the customer experience in its best light (as marketers do) is only the first step; marketers must work to make that experience a reality through employee training
- How marketers can and should work with every employee and partner involved with customers to ensure the promised experience is delivered
- Why some organizations are even choosing their channel partners based on their willingness to help optimize the customer experience
When to show employees dashboards and metrics tracking the customer experience – and how it can improve both customer and employee loyalty
