People have lost their faith in gimmicky and overstated mass marketing campaigns, shares Micah Solomon. Today, they place more stock in what they experience directly with your company, what their friends experience and what the people they listen to online experience. He says adding emotional transportation to your customer’s experience makes it marketing.
Source: Forbes, February 17, 2018.
A well-designed customer experience is also marketing:
- A warm and inviting entrance experience.
- A seamless exit experience, and a payment experience that doesn’t slow customers down.
- FAQ’s that are actually helpful.
- Self-service that actually works.
So, it’s time to ask yourself: How’s your marketing, your newly-defined marketing, going so far?
INSIGHTS: For most boomers, this is how we grew up. Personal interactions are still preferred. Solomon does a nice job of reminding us that business is still people serving people. I would also add: timely follow-up with or without an answer is critical.