When the Customer Experience and Marketing Intersect

Sometimes the fewest words make the strongest point.  For instance,

No amount of marketing genius will correct a bad customer experience. Large or small, virtual or face-to-face, what your market experiences in connection with your product or service IS your marketing. —Eric Fletcher

Powerful, right? From that post, Eric goes on to say:

“For every business, customer experience and marketing inevitably intersect. More often than not, they merge; and the experience you deliver morphs into the most important marketing you will ever do. 

The receptionist, the accounts payable call, the usability of a web site, the first impression of an invoice, the message delivered in the face of a problem — just a few moments in the experience of a customer that communicate with disproportionate impact.”

His blog, Marketing Brain Fodder, is a healthy, insightful preoccupation with “…the multi-faceted discussion of marketing and business development.” I consider Eric to be one of my key influencers.  I’m also proud to say that Eric is my client. You can find his blog featured in LXBN from time-to-time.

Thanks for your leadership, Eric. I also tip my hat to Alicia Arenas. Her tweet tonight exposed me to Eric’s post.

Eric is Chief Marketing Officer for McGlinchey Stafford, PLLC, a national business law firm, with ten offices across the U.S. He has spent the past dozen years as a marketing executive in the legal industry. He is a frequent speaker, writer and blogger, and a regular contributor to Social Media Marketing Magazine and The Social CMO.