Trends Report

Marketers Need To Embrace The Customer Experience Ecosystem

July 1st, 2011
Luca Paderni, null
Luca Paderni

Summary

While marketers spend most of their efforts and resources on top-of-mind channels like the Web or TV, two-thirds of consumers report lackluster interactions with brands, leading to low levels of satisfaction and loyalty. CMOs must embrace the customer experience ecosystem and use it to energize the whole enterprise to adhere to what the end-to-end customer experience actually looks and feels like. The benefit: relevant and consistent brand experiences delivered across hundreds of potential customer touchpoints.

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