A guide to customer experience marketing

Colin Grimshaw

Introduces a series of papers on how to bridge that gap by offering best practice guidance in how to create a rewarding customer experience, how to measure it and assess its impact on the bottom line.

Customer experience marketing

This article introduces a series of articles on customer experience marketing. Read more.

Customer experience (CX) – the interactions between a customer and an organisation throughout their business relationship – is now regularly cited by marketers as the most important route to retaining and growing sales.

No amount of smart advertising can make up for a deficiency in the customer experience of the brand. In the age of social media, even a comparatively small number of dissatisfied customers can ruin a brand's reputation very quickly. At the same time, social media and...

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