Why the CX 1st approach is the best marketing plan for 2021

The days of hype are numbered and brands that resonate with a customer’s value system, and are able to convey the same effectively via their customer service, will be the winners.

Young people look for brands that align with their personal values

The digitally savvy, sustainable, cause-conscious consumer is not going to buy without having done their own research and satisfied themselves on the ethics, integrity, transparency, and pricing of a brand.


Thus developing and delivering energizing content is great. Make sure it has customer service at the heart of it.


A survey of 1500 millennials carried out by Teenspire Global Mission Inc saw 58% millennials and Gen Z stating they carry independent research before purchasing a product.

Young people look for brands that align with their personal values.

71% millennials and Gen Z cite the sustainability and ethicality of a brand as major factors in making purchase decisions for Gen Z and millennials. They want brands to better engage, via multi-channel approach, with 48% citing they would like brands to conduct workshops on new products before they purchased from them.

Thus, the more varied and deep a company’s marketing penetration is, the higher the rate of connection with a buyer.

The days of hype are numbered and brands that resonate with a customer’s value system, and are able to convey the same effectively via their customer service will be the winners.


So, how do you transform your CX into a powerhouse of customer service quality and customer experience excellence?


5 steps that you can follow are:

  1. Standardising customer service benchmarks

  2. Deploying customer experience milestone

  3. Training and development to customer service teams that aligns with customer pain points and expectations

  4. Ensuring the customer service is able to articulate responses to customer empathetically, every step of the way

  5. Making the process visually available to the customer service team, having an open feedback system that allows everyone to share their experiences and help others learn from mistakes or apply from wins


TGM Inc Pulse of the Youth survey can be accessed here