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Customer Experience Marketing

Customer Experience Marketing describes any kind of marketing where the customer is at the center of the marketing strategy, in other words, a business has a customer-centered marketing approach. This means that improving customer experience, increasing engagement and satisfaction, as well as community building are often at the core of marketing activity.

Customer Experience Marketing aims to meet or exceed customer expectations, build relationships, increase usability and deliver personalized experiences.

In order to optimize Customer Experience Marketing, marketers need to make touchpoints visible, research their target audience’ behaviours, and work in close collaboration with the customer service department. Marketers who successfully engage their customers often deliver exceptional customer experiences that create value for the customers and nourish the customer-business-relationship.