Prioritise CX to build brand reputation

New Ideas in MarketingEssential news for marketers, summarised by YouGov
March 02, 2021, 5:55 AM UTC

Apart from focusing on marketing practices, marketers must prioritise more accessible and creative customer experience (CX) using automation tools.

The pandemic has led many businesses and organisations to automate their marketing activities. Apart from focusing on the five Ps of marketing, businesses should also look into providing a seamless CX that builds brand reputation. 

Instead of thinking of automation as a cost-cutting exercise, focus on delivering new experiences through new channels. Businesses can take cues from how SMBs adopted automation to their benefit amid the pandemic. However, automation must support overall personalisation efforts, instead of automating every step of the customer journey.

Technology must be coupled with creativity to deliver experiences at “individualised media opportunities.” Marketers should also use Net Promoter Score surveys to generate customer reviews and referrals.

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