The intersection between marketing and customer experience is a critical aspect of a successful business strategy. Both areas play a vital role in shaping how customers perceive a brand, and a company succeeds most when the two departments are interconnected.
In this article, let’s explore those key intersections of marketing and customer experience and how we can develop a truly mutually beneficial relationship between marketing and customer experience.
Key Intersections Between Marketing and Customer Experience
1. Brand Consistency
Marketing: Marketing curates and communicates the brand message, values and promises. It’s also a responsibility of marketing to interface with the CX department to determine the strengths and weaknesses of what customers are actually experiencing. This determination helps frame the messaging by tailoring the brand’s image to play to its strengths.