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