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Is Marketing Missing the Customer Experience Revenue Opportunity?

September 23, 2022

Via: CMSWire

Marketing’s role beyond the point of sale is a gray area. While we’d all broadly agree that our job is to create demand by helping businesses recognize they have problems, fewer would agree that keeping new customers happy should be a major chapter in marketing’s playbook.

In part, this is because customer service today is still overwhelmingly reactive, with an emphasis on troubleshooting. It’s hard to see where marketing’s expertise would fit in.

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