Customer Experience Design
As previously mentioned, the marketing mix is no longer just about price, product, place or promotion. The customer is now central to every successful marketing strategy. However, it is not as simple as just focusing more attention on the customer. It needs to be a tangible part of your value proposition and one the customer knows is authentic, to the point they can almost reach out and touch it.
CX, as it is also known, has been a significant part of my professional life, even before it was a thing. I was very fortunate in the early 2000s to have mentors who saw this as a real necessity in how we run our businesses.