Marketers: It’s Time To Own The Customer Experience
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Instead, as we see how “customer experience” and “brand” are becoming interchangeable, marketers should hold their heads high and proudly proclaim their mission is to be “customer experience management.”
Marketers should own the customer experience with the same ferocity they’ve reserved for brand ownership all these years. And CMOs should be the ones providing the strong leadership that’s needed to ensure a consistent, coordinated, personalized, and omni-channel customer experience. |
