Hasta La Creative!

Your marketing team has planned a blowout launch party. You’ve shot glossy product photos and unveiled an awesome ad campaign. Your website is open for business.

But after all this hard work, does your CMO know what it’s truly like to be a customer of your company? Does the CMO know the concerns your customers are voicing directly to the customer service department on a daily basis? Does she know what your packages look like when they arrive at the customer’s door?

Many CMOs and marketing leaders don’t have direct knowledge of how service is being delivered to the customer, and they possess a significant lack of understanding of how the brand message they’ve painstakingly crafted is translating to customers in their everyday interactions.

Continue reading at AdAge.com