{"id":30153,"date":"2020-07-16T10:52:43","date_gmt":"2020-07-16T14:52:43","guid":{"rendered":"https:\/\/smps.org\/?p=30153"},"modified":"2023-06-20T17:48:02","modified_gmt":"2023-06-20T17:48:02","slug":"marketings-role-in-customer-experience","status":"publish","type":"post","link":"https:\/\/smps.org\/2020\/07\/16\/marketings-role-in-customer-experience\/","title":{"rendered":"Marketing\u2019s Role in Customer Experience"},"content":{"rendered":"<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone wp-image-30151 size-full\" src=\"https:\/\/smps.org\/wp-content\/uploads\/2020\/07\/Marketer-TakingCEFirmwide-1280x570-1.jpg\" alt=\"Marketing\u2019s Role in Customer Experience\" width=\"1280\" height=\"570\" \/><\/p>\n<p>According to an Accenture study, 90% of B2B executives cite customer experience (CX) as very important to achieving their companies\u2019 strategic priorities. But only 20% excel at it and see strong returns on their investment.<\/p>\n<p>Why are the other 80% of companies failing? Often the cause stems from misalignment between CX goals, strategy, and execution. Although companies understand the importance of CX, they struggle with the \u201chow\u201d of implementing it.<\/p>\n<p>To capitalize on CX potential, experience design and implementation must be fully integrated into everything an A\/E\/C firm does\u2014from its long-term strategy to daily actions and across all functions, departments, and communications.<\/p>\n<p>To read more, <a href=\"https:\/\/smps.org\/wp-content\/uploads\/2023\/06\/Marketings-Role-in-Taking-Customer-Experience-Firmwide_Marketer-June-2020.pdf\" target=\"_blank\" rel=\"attachment noopener wp-att-30157 noreferrer\">download<\/a> the full article.<\/p>\n<p>&nbsp;<\/p>\n<p><em>Article, written by Marketer contributing editor Ida Cheinman, first appeared in Marketer journal. \u00a0<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>According to an Accenture study, 90% of B2B executives cite customer experience (CX) as very important to achieving their companies\u2019 strategic priorities. But only 20% excel at it and see strong returns on their investment. Why are the other 80% of companies failing? Often the cause stems from misalignment between CX goals, strategy, and execution. [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":43112,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[35],"tags":[414,415,416,230,417,203,418,419,368,420,421],"class_list":["post-30153","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketer","tag-customer-experience","tag-cx","tag-execution","tag-experience-design","tag-firmwide-cx","tag-goals","tag-ida-cheinman","tag-implementation","tag-marketer-journal","tag-marketings-role","tag-strategies"],"_links":{"self":[{"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/posts\/30153","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/comments?post=30153"}],"version-history":[{"count":1,"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/posts\/30153\/revisions"}],"predecessor-version":[{"id":43114,"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/posts\/30153\/revisions\/43114"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/media\/43112"}],"wp:attachment":[{"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/media?parent=30153"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/categories?post=30153"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/smps.org\/wp-json\/wp\/v2\/tags?post=30153"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}