Today’s marketers are increasingly seeing customer experience (CX) fall under their umbrella of duties. So much so that Harvard Business Reviewclaims that customer experience “has become the new marketing … [because] it influences brand perceptions and impacts business performance just as strongly as tradition- al marketing.”
Harvard Business Review got it right. CX programs are a new marketing approach that matches its predecessors — and its impact will only grow.
However, many still confuse CX efforts with traditional strategies like loyalty marketing programs. But there’s a fine line between the two — and marketers should be warned that this is a place where “similar” definitely does not mean “equal.” So what are the differences between loyalty marketing programs and CX programs, and why can a CX mindset empower your loyalty program?Read More on CMSWire!