If you are in sales or marketing, you are going to be defined as a brand by the experience. This can be hard as it doesn’t seem like you control the experience.
This may be true but what can you do.
Build a brand dashboard. As the owner of brand, you need to find data to show the company what the experience is doing.
If you are insurance, you don’t control the claims department. However, this is hands down the number one way people build their impression and the number one thing people talk about.
Here you build out the segments and the journeys and what people are going through.
A customer is positioned with your storytelling, and then the experience delivers the brand. you can find ways for this to work with the other departments to lead and own the customer experience.
Creating a place for your company to understand what is happening in the minds of customers as they desire and experience the product is critical to success.