Marketing Wins Strategic Clout by Driving Customer Experience Management

Traditionally, Marketing takes the organization’s message to the customer base, but now equally important is Marketing’s potential to take the customer base’s message back to the organization.

Marketing sets up the value proposition that the brand represents, but ultimately customers define what brand truly means to them. The way we actually deliver the value proposition is more relevant than what we tell customers. Examples from Aon Corporation. From the blog Customer Experience Optimization: (4:00).