Build a consumer-centric journey based on brand values to enhance CX

New Ideas in MarketingEssential news for marketers, summarised by YouGov
January 05, 2022, 2:49 AM UTC

Ensure that consumer experience (CX) initiatives are linked to every facet of the business and have buy-in from the C-suite.

Addressing issues that make CX challenging can help companies deliver exceptional CX. Rather than waiting for problems to emerge in the customer journey, being customer-centric helps brands offer proactive solutions and boost CX.

Craft content, use technology and optimise the supply-chain process around customer-centricity to become proactive. Customer journeys built on brand values as well as positive and friendly employee behaviours, can help elevate CXs, supported by the transformation in consumer support.

This can also help businesses build long-lasting customer relationships and convert consumers into brand advocates. While tech tools and platforms can make transactions and interactions seamless, brands must be dedicated and consistent in their CX efforts.

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