Three Questions Every CMO Should Be Asking Their Team to Improve Customer Experience

“Is Our Company at Risk of Disruption from Competitors Who Are Creating Innovative Customer Experiences?”

The story is painfully familiar: a scrappy startup swoops in with a smart, streamlined strategy and disrupts an established competitor seemingly overnight. These disruptors are so effective because they are obsessed with creating deep customer connections by creating an incredible CX — usually digital. Don’t get pushed to the sidelines. Determine your risk of disruption and how aggressive you need to be to stay ahead.

“Are the Customer Experiences We Create Across All Our Digital and Physical Touchpoints Consistent with Our Brand Promise and Mission?”

Authenticity is the most valuable currency and can set you apart from the other brands vying for your customer’s attention and time. When the customer has an interaction with your brand, whether online, in-app or in-person, can you deliver a consistently authentic brand experience, each and every time?

“How Cohesive Is Our Customer Experience — Across All Touchpoints — with Our Brand?”

Your customers have lives and experiences, not devices and channels. You need to meet them where they live with the content and messages they want in order to make their lives better. Doing so will create cohesive brand experiences and keep customers connected. Doing the opposite, by sending irrelevant or unwanted messages, will ruin experiences and end brand-customer relationships.

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Urban Airship is now Airship! Leading brands trust us to help them achieve digital growth. We make mobile moments magic. www.airship.com

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Airship

Airship

Urban Airship is now Airship! Leading brands trust us to help them achieve digital growth. We make mobile moments magic. www.airship.com