Customer experience is taking a more central role at B2B brands as retention moves up the agenda, meaning marketers are shifting focus from price to value.
Cosmetics brand Lush has replaced First Direct as the best brand for customer experience, according to KPMG Nunwood’s latest UK rankings.
Brands are increasingly including customer experience in CMO’s remit as the 24/7 nature of consumer interactions means marketers must be responsible for every touch point, from stores to apps, not just the marketing campaign or social media strategy.
The drinks giant is reallocating resources across the group “as part of mitigation measures” as the on-trade is hit by lockdowns.
With the UK in its third week in lockdown, marketers are still reacting to the coronavirus pandemic with budget cuts but also the launch of new campaigns.
Marketers are struggling to balance the pressures of working during the Covid-19 pandemic with having children at home, despite the majority feeling their employers are at least somewhat supportive.
Predictions of fundamental change after Covid-19 are driven by the biased perspectives of those making them – in reality, most things will go back to how they were.