Growth Spark Media

  • Home
  • Who We Are
  • What We Do
    • Overview of Our Services
    • Portfolio – Websites
    • Portfolio – Video Ads
  • Scan Your Business
  • Latest News
  • Contact Us

The New Role of Marketing

By

A Customer Experience strategy achieves higher customer satisfaction/retention, a positive impact on customer loyalty and increased revenue.

Marketing is always changing, and Customer Experience (CX) – interactions between a business and a customer throughout their relationship (ex., awareness, discovery, cultivation, advocacy, service, purchases) – is the new marketing battlefront, focusing on making businesses people-friendly.

  • 89% of businesses expect to compete mostly on the basis of CX.¹
  • 74% believe that CX impacts customer loyalty.²

Following are tips to help build Customer Experience through marketing:

1. Emotion
Create emotional connections: emotionally-engaged customers are at least three times more likely to recommend your product/service, three times more likely to re-purchase, and less likely to shop around (44% said they rarely or never shop around).³

2. Empathy
Put yourself in the shoes of people who use your product/service; connect and empathize with any situations that are facing your customers.

3. Certainty
Spend enough time identifying and aligning any problems; use solutions that will create the most people-friendly outcome.

4. Simplicity
Don’t overcomplicate — simplicity wins with focus geared towards key principles.

5. Vision
Create a clear customer-focused vision, with guiding principles that will drive the behavior of your organization, and communicate this to your team.

6. Feedback
Capture customer feedback in real time with post-interaction surveys, using a variety of automated tools through emails and calls.

Customer Experience needs constant nurturing, and businesses who implement a CX strategy achieve higher customer satisfaction/retention, a positive impact on customer loyalty and increased revenue.


¹Gartner Study; ²Oracle; ³The New Science of Customer Emotions by Harvard Business Review
Source: The Marketing Insider, reported by Joe Parrish; SuperOffice, reported by Steven MacDonald

Filed Under: News

Our Location

located down the street from historic “SoNo” in Norwalk, we’re in the Shore Pointe Building.

1 Selleck St, 3rd Floor, Norwalk, CT 06855

See How GSM Can Help You

Use our free scan tool to see what your web presence looks like – you might be surprised what you find! Or, if you’re ready to get started with us, let us know!

Connect With Us

Want to keep up with everything we’re up to? Connect with us across our social media networks.

  • Email
  • Facebook
  • LinkedIn
  • Phone
  • YouTube

Copyright © 2025 · Custom Theme designed by Growth Spark Media