Research: How can Marketing build loyalty and advocacy?

The Economist asked Western European CMO’s: How can Marketing build loyalty and advocacy?

The answer is not truly surprising, but still something that not all CMO’s are working on actively at the moment. Or not enough. Maybe that is because it is so obvious, which makes it easy to overlook the importance of it. The Marketing Department can build loyalty and retention best by accepting responsibility for the customer’s lifetime experience, CMO’s say. 31% of European marketers say that at this moment the Sales Department is responsible for the customer experience, and only 14% of the CMO’s believe that this will still be the case in 3-5 years. “Why wait?”, we would add to that statement….

By contrast, 65% of the interviewed CMO’s agree that The Marketing Department is currently expected to manage the end-to-end customer experience, jumping to 81% in the near future. That sounds more like it, we think.

Don’t stay behind and contact VEMT today to start managing your Customer Journey end-to-end from a marketing perspective.

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