Week of September 2, 2024

Elevate Your Customer Experience Strategy with Marra CX Hub’s Weekly Insights

We know it’s hard find time to keep up with the continually evolving Customer Experience (CX) landscape. We’ve got you covered.

Every week, we bring you the Top 3 CX Articles, handpicked by us to help you stay on top of the latest trends, insights, and innovations. Dive into the latest CX game-changers and empower your team with the knowledge they need to create unforgettable customer journeys that drive brand loyalty.

The Hidden Dangers of Over-Personalization in Marketing

(CMSWire, Chad S. White)  Is over-personalization in marketing hurting you? Discover why too much tailoring can backfire and how to strike a balance with AI-driven strategies.

https://www.cmswire.com/digital-marketing/the-hidden-dangers-of-over-personalization-in-marketing/?utm_source=cmswire.com&utm_medium=web&utm_campaign=cm&utm_content=Share+Widget%3a+The%20Hidden%20Dangers%20of%20Over-Personalization%20in%20Marketing

Gary’s Take: Like anything, “personalization” can be overdone. Chad does a nice job of outlining how too much focus on personalization can lead to diminishing returns. It’s about sending the right messages at the right time and not limiting your customers to a box.

Customer-Obsessed Companies are Making This Major Change

(Fast Company, Melissa Puls) Continuity matters. That’s even more true in the B2B space. As a customer, you want your interactions with vendors to be seamless, efficient, and tailored to your unique needs…Unfortunately, the reality often falls short of this ideal. 

https://www.fastcompany.com/91182543/customer-obsessed-companies-are-making-this-major-change

Gary’s Take: I have certainly lived the thesis of this article myself. Continuity matters! B2B client experiences can vary greatly within an organization, especially large ones, as they over functionalize, create silos, and ownership of relationships is split over multiple disciplines. Success can come from true customer-centricity and a unified approach. Will you make the change?

24 Ways 2024 Customer Experience is Smarter: CX Strategy, Part 4 of 4

(CustomerThink, Lynn Hunsaker) CX strategy is smarter in 2024 due to several new discoveries I talked about last year. You may have adopted these since then, or they may be new to you. 

Going forward, our customer experience profession can increase value and maturity by embracing these 9 strategy truths, in addition to the 15 truths covered in the first 3 parts of this series

24 Ways 2024 Customer Experience is Smarter: CX Strategy (Part 4 of 4)

Gary’s Take: Lynn Hunsaker lays out a brilliant blue-print in a 4 part series on CX Strategy. While Part 4 hits items 16-24, it’s well worth a review of the previous 3 articles and items 1-15. Great outline for your CX Strategy if you are just beginning, and a great check to make sure you are on track if you are implementing!