Are You Designing CX for Marketing or for Your Customers? with James Gilbert, CMO at RedRoute
The focus of today's episode with James Gilbert is customer experience (CX). James is a three-time CMO and the current CMO of RedRoute, an automated customer service voice assistant. According to James, a single bad customer experience can have a bigger business impact than the biggest deal of the year, therefore it's vital to create an impeccable customer experience for everyone who comes across your brand. 0:00 Intro 1:03 Conversation with James 1:55 RedRoute 4:30 Company culture and onboarding 9:00 Instagram to humanize brand 11:06 Customer experience (CX) 14:16 Three perspectives 16:54 Qualities of good vendors 21:24 Wow moments 25:42 Impact of negative experiences 28:35 Should marketing own CX 31:25 Get connected 32:28 OutroAre you Designing CX for Marketing or for Your Customers? Follow The Juice:| Website | Blog | Twitter | LinkedInFollow James: | LinkedIn | Twitter | RedRoute | Creator Page Follow Brett:| Twitter | LinkedIn