As CX grows as an industry and continues to show its impact on the bottom line, more marketers are tasked with leading it. But how well do marketers really understand CX?
Digital marketing expert Jay Baer says that although there is a large overlap between marketing and CX, there are also crucial differences. While marketing is often tasked with bringing in new customers, CX is all about retention and creating loyal customers and strong relationships.
CX has never been more important than in our post-pandemic world. Across the board, customers are looking for companies that make their lives easier and offer frictionless service.
What customers value and prioritize has changed, and they increasingly want to interact with brands that reflect their preferences and worldviews. Baer says it’s not about reaching the most potential customers but reaching customers who align with the brand’s mission and goals.
The key to marketers understanding CX is to understand their customers. When everyone involved in CX understands customers—especially how they have changed—they can offer a more empathetic and relevant experience.
Baer says that the companies that will succeed over the next few years are the companies that understand their customers the best. Customers have changed so drastically that a company that hasn’t done rich customer research in the last two years is essentially flying blind. Performing a deep dive into first-party customer research augmented by technology is the first step in marketers becoming strong CX professionals.
Most marketers don’t spend a lot of time with customers, which leads to companies that are surrounded by data but starved for insights. Driving a successful CX strategy requires talking to customers and getting to know them—what makes them tick, what they value in a brand interaction, what they want from your company, and more. Baer’s top advice for marketers is to get on the phone and talk to customers.
Marketing plays a vital role in every company. But as customers gain more power, CX is increasingly valuable. To participate in and lead CX efforts, marketers must have a strong understanding of customers and turn those insights and relationships into high-quality experiences.
Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here. Join the new Customer Experience Community here.