Customers don’t always expect perfection – but appreciate great resolution

Mark Nardone

In part 2 from our October 28th CMO event @pancomm entitled “The Empowered Customer”, Forrester’s Moira Dorsey kick offs of the discussion highlighting the importance of a cohesive team and their understanding of a great customer experience. The CMO panel highlights for key takeaways as a result: Digital alignment to the customer behavior and overall attributes due to the need for personalized experiences

  1. How customers don’t always expect perfection – but rather what a company does to respond and resolve during the adoption curve
  2. That marketers must learn to keep it simple so that external and internal collaborations in sync
  3. And that teams need to understand engagement goals in order to unify their efforts across all omni-channel marketing touch points.

Take a look and enjoy the expert advice from the leading marketers at SAP, LogMeIn, Imprivata and Wayfair. The empowered customer will be an evolving topic of conversation for years to come and we hope this stream of content makes its way into the discussion. Let me know your thoughts @markcnardone and stay tuned for our final segment next week.

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Topics: Customer Experience, Services, Thought Leadership

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