How to reconcile marketing and sales?
Posted: Tue Feb 11, 2025 4:09 am
Why is taking care of customer experience so important?
Mariusz Lodyga
Marketing Strategist
6 min
It is probably common knowledge by now that an appropriate customer experience is one of the fundamental elements of building a brand's relationship with the customer.
The experience we provide to our customers largely determines how the customer will perceive our brand, how strong the bonds will be with it and (which is crucial for many) whether they will decide to purchase our product/service or become a loyal customer of our brand.
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At the same time, every well-functioning brand should know that customer experience can be built throughout the entire purchase (and post-purchase) path.
All of this sounds like it requires a huge amount of effort from the brand, and indeed it sometimes does.
Ultimately, the customer experience should be consistent with the adopted strategic assumptions of the brand at every stage of the customer journey (at every point of contact with the brand), i.e. build a unified brand image and respond to their individual needs.
In other words, customer experience is something that cannot be built just like that, or as some would prefer – ad hoc.
As a result, some brands completely give up on customer experience design, ultimately building an inconsistent brand image that, moreover, poorly addresses the expectations of their customers.
Let's see what the research says on this subject.
Mariusz Lodyga
Marketing Strategist
6 min
It is probably common knowledge by now that an appropriate customer experience is one of the fundamental elements of building a brand's relationship with the customer.
The experience we provide to our customers largely determines how the customer will perceive our brand, how strong the bonds will be with it and (which is crucial for many) whether they will decide to purchase our product/service or become a loyal customer of our brand.
Topically related articles
Mariusz Lodyga
21.02.2024
6 min
How does customer service translate into marketing oman telegram data effectiveness?
Mariusz Lodyga
03/19/2024
7 min
At the same time, every well-functioning brand should know that customer experience can be built throughout the entire purchase (and post-purchase) path.
All of this sounds like it requires a huge amount of effort from the brand, and indeed it sometimes does.
Ultimately, the customer experience should be consistent with the adopted strategic assumptions of the brand at every stage of the customer journey (at every point of contact with the brand), i.e. build a unified brand image and respond to their individual needs.
In other words, customer experience is something that cannot be built just like that, or as some would prefer – ad hoc.
As a result, some brands completely give up on customer experience design, ultimately building an inconsistent brand image that, moreover, poorly addresses the expectations of their customers.
Let's see what the research says on this subject.