This document provides an overview of changing customer expectations and the need for companies to develop strong customer experience strategies. It discusses how customers now expect always-on, frictionless experiences across multiple devices. It also examines how leading digital companies are raising expectations and the roles of various departments like marketing in defining and delivering customer experience. Finally, it emphasizes that developing a customer-obsessed culture is critical to meeting rising expectations.
47. Page 47
And Demand a Personalized Experience
87% of people demand a meaningful brand
experience (Edelman Consulting, 2014)
48. A Transformation in Customer Engagement
Mass
Marketing
Focus on the
message
Transactional
Marketing
Focus on the
upfront
transactions
Engagement
Marketing
Focus on
long-term
relationships
49. Marketo Company Overview
#1 independent marketing platform:
• Innovative digital marketing platform
• Fastest growing marketing technology company
• Customer system of record, 1B leads, 220B+
activities
Top rated by Analysts including Gartner,
SiriusDecisions and Forrester
Marketing First
• Helping marketers master the art and
science of digital marketing
• Unparalleled expertise
4,300 customers across
25 industries in 46 countries