Last time we explored the current buzz around the term customer experience. While it is positive to see an emphasis on the customer perspective, in reality this concept is nothing new and is a rehash of the original marketing mix.
While the marketing mix is fundamental to the discipline, it is often an area that many businesses fail to get right, partly due to the dilution of what customer experience actually means.
A successful experience is where all elements of the marketing mix provide consistency, instils confidence in the purchase decision, and mitigates doubt. The marketing mix helps ensure that all aspects of your organisation, from back-end processes through to front-end communications reinforce your value proposition.
The Marketing Mix demonstrates the intended breadth of marketing:
- Pricing should be consistent with the value proposition.
- Distribution channels or placement reflects this positioning,
- Provision of physical evidence to demonstrate outcomes.
- Internal processes should facilitate the engagement of customers.
- Promotion and communications needs to reflect the value proposition to reach the intended target markets.
- The actual products or services should be designed inline with customer requirements.
- The people and personnel should reinforce the image of the business and the core value of the brands it provides.
While the Marketing Mix is the cornerstone of marketing, many marketing managers do not have the required visibility or influence across each of these areas. As a result there is a the potential risk of inconsistency, which can tarnish reputations and diminish customer reach.
Kiki K – an example in the marketing mix:
Kikki K is a brand that designs and sells stationery, consistent with Swedish design principles. It challenges its customers to utilise stationery to create the life they want. Ultimately it uses these aspirations to position stationery as the creator of these dreams.
Kikki K’s stores reflect this aesthetic and this is continued through its digital presence, print collateral and the attitude of the staff. The customer experience is further emphasised by Kikki K conducting events that aim to inspire its target markets through the achievement of dreasms.
The business has created a successful stationery brand with a premium pricing model, despite the commoditisation of the sector through competitors such as Officeworks. The reason this works is due to an approach that provides consistency across the marketing mix. Kikki K has a clearly defined target market and has positioned each element of the marketing mix to reinforce this experience.
And another example:
Contrast this to another example: Telstra, which in recent years has been trying to win the hearts and minds of Australians through interconnectedness and personalisation. While its public communications are promoting a friendly and approachable business, this is often not consistent with the experience customers receive through Telstra’s support systems or retail outlets. While Telstra is fortunate to leverage its history as a regulated entity, most other businesses are not so lucky and would suffer reputational risk and loss of market share due to this lack of integration.
Marketing is holistic
Effective marketing achieves outcomes because it is more than just front-end communications. Real marketing undertakes a holistic approach to deliver consistency and confidence throughout the entire customer journey.