Summary
Competitive pressures keep ratcheting up. To survive, companies need to become customer-obsessed and make sure that the promises that they make in the market and the experiences that they deliver reinforce each other. Companies need to make sure that brand, marketing, and customer experience (CX) align. To avoid brand and CX dissonance, CX pros and senior marketers should follow four rules, including painting a vivid picture of the intended experience and interweaving tools and techniques to enrich customer understanding.
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