This is the last report in our ‘Masters of CX’ series. Written by the globally-recognised blogger and author, Mark Schaefer, The Ultimate Customer Experience was Created 1,000 Years Ago explores a theory that the foundations of the ultimate customer experience were created in medieval marketplaces.

What you’ll learn from this report

Many executives are overwhelmed by the rate of change in the digital space. Little wonder they may even give up trying to understand what drives customers these days. But have consumer needs really changed that much? They haven’t. Marketers have just been immersed in a hundred years of mass advertising and are blind the real reasons customers buy from us.

If you strip away the smartphones, iPads and wearable devices, our innate needs are familiar, even innate. In fact, the desires of the always-on digital native may be identical to their ancestors in the first marketplaces 1,000 years ago. 

In this final Masters of CX report, Mark W. Schaefer explores his theory that the foundations of the ultimate customer experience were created in these medieval marketplaces.

Features of the report

As you create marketing plans for your own business, or if your current efforts are stagnating, maybe it’s time to step back and look at your own cultural layers dividing you and your customers. 

For most companies, the key to the ultimate customer experience isn’t going to be found in the latest social media platform, analytics program, or smartphone apps. It will be found deep beneath the layers of stuff we have built up between ourselves and our customers. 

This report makes the connection between medieval markets and newly organised markets, by:

  • Linking the medieval dots

  • Conducting an archeological dig for the ultimate customer experience

  • Discussing the cultural imperative

  • Adopting the medieval mindset

About the author

Mark Schaefer

Mark is a globally-recognised blogger, speaker, educator, business consultant, and author who writes for {grow} — one of the top marketing blogs of the world.

About the series

The Masters of CX is a series of briefings from industry heavyweights on the new keys to outstanding customer experience.

We’re delighted to be working with some of the most influential authors within digital marketing: Jay Baer, Brian Clark, Mitch Joel, Lee Odden, Ted Rubin and Mark Schaefer.

Econsultancy will be releasing these unique reports over the coming months, along with dedicated webinar sessions where you can gain insight from the authors on the key issues raised.

Watch the webinars

Join best-selling author Jay Baer, and Econsultancy’s Vice President of Research, Stefan Tornquist, for two webinars from the authors of the series.

These one-hour sessions will bring together the renowned authors of the six reports to discuss the themes, issues and opportunities brought up in their work.

With an emphasis on questions from the audience, these web events will cover new ground and new examples of great, innovative customer service, customer experience and customer insight.

  • Webinar one (November 5), featuring Lee Odden and Ted Rubin – Watch now
  • Webinar two (December 10), featuring Brian Clark, Mitch Joel and Mark Schaefer – Watch now