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Business Intelligence


Making Customer Experience the Heart of Your Marketing Efforts

Business Intelligence / 11.12.20 / By Christina Nordquist

As marketers, we know customer loyalty hinges on a positive customer experience. It matters. A lot. In fact, a recent PwC report found that one in three customers will stop working with a brand they love after just one bad experience, while 92% would completely abandon a brand after two or three negative interactions.

Moreover, a recent Walker study found that at the end of this year, customer experience will overtake price and product as the key brand differentiator. So what's driving this shift now? And how can marketers prepare steer customer experience management within their organizations?

Gartner defines customer experience (CX) management as “the practice of designing and reacting to customer interactions to meet or exceed their expectations, leading to greater customer satisfaction, loyalty, and advocacy."

In our latest webinar, Barnali Chatterjee, Head of Customer Experience at GitHub; Casey Keller, Senior Vice President of Customer Success at GiveGab; and our own Vice President of Strategy & Customer Insights Diana Osgood discussed building a CX strategy designed to drive revenue growth.

The conversation spanned a wide range of topics including audience segmentation, consumer research, buyer persona development and customer journey mapping, as well as how to measure the customer experience. Here are some of the highlights.

Watch the Full Webinar

If you're interested in checking out the full conversation around CX, visit our archive and watch the full webinar on-demand.


Christina Nordquist

Christina Nordquist is DS+CO’s director of content marketing, creating strategies that elevate our agency and our clients.