The days of building your brand solely through carefully-crafted marketing campaigns are long gone, and in this brave new world, every Chief Marketing Officer (CMO) needs to move cultivating a stellar customer experience to the very top the to-do list.
What that means is that every channel, every touch point and every interaction must work in tandem so that ultimately you communicate one essential message: Our customers are what matters most.
Of course, the entire c-suite plays a role in this synchronicity, but as CMO, it’s your job to take the lead in defining your customer journey. You’re responsible for elevating the brand by strengthening relationship (both internal and external) fostering loyalty and encouraging advocacy. And in order to do all that, you need to fully recognize that consumers – and their expectations – have changed . . . dramatically. For example, today’s consumers are: