CX stands for customer experience. CX can occur at any
point in a customer's relationship with a brand, from before considering a
purchase to after-sales service.
CX can also refer to customer experience management, which is an organization's efforts to improve customer experiences
Marketing
is “the right research and planning
(getting) the right product or service to the right people (target market), at
the right time, at the right place (distribution, e-commerce), at the right price,
with right partners/relationships/alliances,
with right communications, promotion plus passion and presentation.”
Brand
managers and advertising managers sometimes want to play it safe and communicate
broadly to the masses but in my world more importantly to a target market of
potential customers or “People” under my 9P’s of Marketing.
These
manager sometimes want to avoid alienating.
But I feel a
good number of TV spots in the Super Bowl will be dumb. They are doing the
opposite—they are trying to shock the audience.
I saw a
prediction that brands that dare to get weird will rule in 2025, turning
heads, stopping scrolls and building cultural moments people won’t forget.” Harder said than done.
CX stands for customer experience, which is the overall
impression a customer has of a brand or company after interacting with their
products or services (“Product” under my 9P’s.
CX may also refer to the a level of satisfaction with a
government agency, product, or service.
As in the five ways you can segment a target market. CX is a
combination of a customer's cognitive, affective, sensory and behavioral
responses to a product or brand.
My Marketing variable “People,” can also include the
customer's feelings, perceptions, memories, and behavioral attitudes/intentions. Think
purchasers and users.
CX can be difficult for brands to control because customers
can react in unpredictable ways.
To improve their CX, brand, customer service and advertising managers, their brands can:
- Research
customer perceptions, including users
- Review
and optimize each customer touchpoint
- Develop
and determine marketing research insights (“Planning,” under the nine P’s.
- It
seems everyone wants a good rating. Listen to and collect actual customer
feedback
- Design
products and services plus solutions to meet their customer needs
- Add
the insights and perceptions of you or their employees
- Develop
Marketing budgets. Look at Media with an eye on Reach, Frequency and
Continuity
- Use
technology, data, and analytics. Look at moral, ethical, legal and privacy
concerns. Marketing, “People/Targeting/Data,” Promotion, Advertising and
the FTC. Adding Influencers or evaluating them.
The Nine P’s include these important concepts, practices and components:
- People (Segmentation and Targeting)
- In my 9P's, I stress that firms need to look and analyze potential, new, existing and repeat customers and users.
- Product and Services
- Place (Distribution)
- Price or Pricing
- Planning and Research. From the founder of Intuit, Scott Cook, said: " A brand is no longer what we tell the consumer it is -- (maybe from Marketing Research never was is my comment) it is what consumers (“People” in the 9P’s) tell each other it is.
- Promotion:
- There are eight (8) major, strategic components or communication elements which are personal and non-personal communication activities.
- The activities that communicate the merits of the overall product include:
- Personal Selling/ Sales Force: Sales persons
- Listen more than you talk. People who listen more, learn more, plus helps you position your service/product/solution or offering.
- Advertising:
Like Super Bowl advertising in February for Super Bowl LVIII on CBS.
You may not know that Google, Facebook and Amazon attract 46 cents of every dollar spent by advertisers. In fact, Google and Facebook are the dominant digital advertising market vendors in the US, accounting for a combined 48.4% of total digital ad spending. Think about this expression "It is only creative if the product or service sells." I wanted to add "It is only good media spending if it sells."- Sales Promotion
- Collateral Materials
- Direct Marketing (also referred to as Action or Direct Response Advertising)
- Interactive/Internet/Web, Digital Media, Social Media:
- Events and Experiences
- Public Relations/PR
- With inflation at increasing higher levels, we are seeing brick and mortar retailers needing physical traffic to survive. Gas prices at record levels are keeping customers from driving more. One stop shopping is more important than ever.
- Partners/Alliances: Most times Marketers can’t create customer value and build customer relationships only by themselves. They work closely with partners and alliances outside the firm, and with other company departments (inside partners).
o Partnering with brands outside their sector will open up added sales, new area or new “People.”
o Partnerships and teams that feel a connection to the work and the purpose are going to speak far more passionately together and to your or their “people,” and with far more influence.
o A partnership; the joint relationships, partnerships and strategic alliances: The relationship existing between two parties; a relationship resembling a legal partnership and usually involving close cooperation between parties having specific and joint rights and responsibilities as a common enterprise. Usually plural or “Partners,” not Partner.
o Ensure that there is excellent planned and natural alignment of internal and external agencies/partnerships/alliances around common goals and purposes. They should be moving toward shared goals or goals.
- Presentation:
- Passion, Employees need to be focused on with CX and their experiences too.
I am an experienced, senior Forensic Marketing Expert, Advertising expert, Advertising/Marketing consultant with Londre Marketing Consultants, LLC.I created the 9P's of Marketing--Planning, People, Product, Place, Price, Promotion, Partners, Passion and Presentation to solve Marketing and business problems and create Marketing opportunities.
I own a copyright for these Nine P’s/9 P's of Marketing©2007 concepts and Marketing practices, which augment the 1960's Marketing Mix (Product, Price, Promotion and Place) or the 4P’s by the American Marketing Association (AMA), Neil Borden and Jerome McCarthy in the study and practice of Marketing. It's sixty years later and we are in the digital age.
The Nine P's/9P's of Marketing help identify marketing problems in a number of strategic areas and help develop profitable marketing’s objectives, strategies, tactics and solutions. The 9P's are insightful. The nine P's were created for the digital age.
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