--- title: Maintaining a Positive Customer Experience is a Marketing Task description: Customer experience matters and contributes to your brand perception and online reputation. Staying on top of that is now a major marketing responsibility. image: https://blog.frontburnermarketing.com/hubfs/Imported_Blog_Media/bigstock-Online-customer-service-satisf-32195915.jpg --- [Skip to content](https://blog.frontburnermarketing.com/blog/maintaining-a-positive-customer-experience-has-evolved-into-a-marketing-task#main-content) Close - Services - [Strategy Development](https://www.frontburnermarketing.com/strategy-development) - [Content Creation](https://www.frontburnermarketing.com/content-creation) - [Social Media](https://www.frontburnermarketing.com/social-media) - [HubSpot](https://www.frontburnermarketing.com/hubspot) - [BigCommerce](https://www.frontburnermarketing.com/bigcommerce) - [Feedonomics](https://www.frontburnermarketing.com/feedonomics) - [Workflow/Mapping](https://www.frontburnermarketing.com/workflow-strategy) - [SEO](https://www.frontburnermarketing.com/seo) - [Paid Media](https://www.frontburnermarketing.com/paid-media) - [Website-As-A-Service](https://www.frontburnermarketing.com/website-as-a-service) - 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[FREE AI Audit](https://www.frontburnermarketing.com/free-ai-visibility-audit) - Our Team - [About Us](https://www.frontburnermarketing.com/agency) - [Join Our Team](https://www.frontburnermarketing.com/join-our-team) - Tool Box - [The Spark Podcast](https://www.frontburnermarketing.com/the-spark) - [Academy](https://frontburneracademy.com/home) - [Blog](https://blog.frontburnermarketing.com/blog) - [Our Work](https://www.frontburnermarketing.com/our-portfolio) - [Partner Ecosystem](https://www.frontburnermarketing.com/ecosystem) PHONE HOTLINE: [(440) 829-8831](tel:4408298831)E-MAIL: [info@frontburnermarketing.com](mailto:info@frontburnermarketing.com) [Contact Us](https://ecosystem.hubspot.com/marketplace/website/power-theme-by-maka-agency) Quick results for "{search\_term}" ![](https://blog.frontburnermarketing.com/hs-fs/hubfs/Imported_Blog_Media/bigstock-Online-customer-service-satisf-32195915.jpg?width=300&name=bigstock-Online-customer-service-satisf-32195915.jpg) [MK Donnelly](https://blog.frontburnermarketing.com/blog/author/mk-donnelly)Feb 3, 2020, 1:03:31 PM2 min read # Maintaining a Positive Customer Experience is a Marketing Task [Previous](https://blog.frontburnermarketing.com/blog/3-marketing-trends-worth-knowing) [Next](https://blog.frontburnermarketing.com/blog/does-your-customer-experience-live-up-to-your-brand-promise) ![bigstock-Online-customer-service-satisf-32195915](https://blog.frontburnermarketing.com/hs-fs/hubfs/bigstock-Online-customer-service-satisf-32195915.webp?width=207&name=bigstock-Online-customer-service-satisf-32195915.webp) Maintaining a focus on constant improvement to your Customer Experience has always been a crucial component of your business’s success, but in this day and age of social media and search engine reviews, it is increasingly a game changer. While the responsibility of delivering quality customer experience lies squarely on operations and customer service, it is the marketing department that has to clean up the mess if things go awry, or conversely, take advantage of opportunities when praise is given. Being aware of what is being said in social circles and the multitude of online reviewing sites, as well as prepared with various canned responses to both positive and negative feedback will benefit your brand reputation. While a particular customer experience may seem limited in scope, it can quickly spiral into a changed customer perception of your overall brand. In fact, customer experience and brand perception have become rather synonymous: Customer experience boils down to the perception the customer has of your brand. Even if you think your brand and customer experience is one thing, if your customers perceive it differently, that is what the actual customer experience is. It used to be that if a client ran into issues with your sales process, product delivery, billing department, or any other aspect for their experience with your business, the fallout was limited to the client’s own circle of influence: neighbors, family, co-workers that they happen to talk to while the experience is still raw. But with Facebook reviews, Google reviews, Yelp reviews, TripAdvisor revisors, Instagram posts, Twitter feeds, (and on and on and on), your customer’s circle of influence is MUCH larger, and their channel to distribute their opinion is MUCH faster. On the flip side, the ability for customers to express their opinions widely in the public space allows for your business to better see what you are doing wrong - as well as what you are doing right.  Keeping your finger on the pulse of what your brand perception and customer experiences are allows you to respond when something may be off. staying on top of reviews and feedback is critical, whether it’s addressing a particular client misunderstanding that can be easily corrected, or identifying an area for improvement in your operations to ensure the issue doesn’t perpetuate. Should your focus on improving customer experience truly pay off with positive reviews, this doesn’t mean your marketing efforts should slow. This is precisely the opportunity you should capitalize on and encourage your promoters to continue to fuel viral growth. Acknowledging and thanking happy reviewers, or even asking them to complete a testimonial or survey, will result in repeat business and increased referrals. Bottom line: Every customer experience matters and contributes to your brand perception and online reputation. Staying on top of what is said, responding to both positive and negative reviews, and delivering the feedback to the appropriate department in your organization is now a major marketing responsibility. [![FBM-CustomerService101-WebButton\_224x300-3](https://blog.frontburnermarketing.com/hs-fs/hubfs/FBM-CustomerService101-WebButton_224x300-3.webp?width=224&name=FBM-CustomerService101-WebButton_224x300-3.webp)](https://www.frontburnermarketing.com/wp-content/uploads/2020/02/FrontBurner_CustomerService101-Ebook.pdf) [MK Donnelly](https://blog.frontburnermarketing.com/blog/author/mk-donnelly) [mailto:MK@frontburnermarketing.com](mailto:MK@frontburnermarketing.com) COMMENTS ## RELATED ARTICLES [![FrontBurner\_WHT-1](https://348522.fs1.hubspotusercontent-na1.net/hub/348522/hubfs/FrontBurner_WHT-1.png?width=200&name=FrontBurner_WHT-1.png)](https://www.frontburnermarketing.com/home) We know you've got your marketing stuck on the back burner. 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All Rights Reserved. - Terms - [Privacy Policy](https://www.frontburnermarketing.com/privacy-policy) - [Contact Us](https://www.frontburnermarketing.com/contact-us) ```json { "@context" : "https://schema.org", "@type" : "Organization", "address" : { "@type" : "PostalAddress", "addressCountry" : "United States", "addressLocality" : "Northfield", "addressRegion" : "OH", "postalCode" : "44067", "streetAddress" : "9821 Olde 8 Road" }, "email" : "info@frontburnermarketing.com", "knowsLanguage" : "en-us", "logo" : { "@type" : "ImageObject", "url" : "https://348522.fs1.hubspotusercontent-na1.net/hubfs/348522/FrontBurner@646x320.png" }, "name" : "Front Burner Marketing", "telephone" : "(440) 829-8831", "url" : "https://blog.frontburnermarketing.com/blog/maintaining-a-positive-customer-experience-has-evolved-into-a-marketing-task" } ``` ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "abstract" : "Customer experience matters and contributes to your brand perception and online reputation. Staying on top of that is now a major marketing responsibility.", "author" : { "@type" : "Person", "name" : "MK Donnelly" }, "dateModified" : "", "datePublished" : "", "headline" : "Maintaining a Positive Customer Experience is a Marketing Task", "image" : "https://cdn2.hubspot.net/hubfs/348522/Imported_Blog_Media/bigstock-Online-customer-service-satisf-32195915.jpg", "inLanguage" : "en-us", "keywords" : "[Social Media Marketing, digital marketing, marketing strategy]", "mainEntityOfPage" : { "@type" : "WebPage" }, "name" : "Maintaining a Positive Customer Experience is a Marketing Task", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://348522.fs1.hubspotusercontent-na1.net/hubfs/348522/FrontBurner@646x320.png" }, "name" : "Front Burner Marketing" }, "text" : "Maintaining a focus on constant improvement to your Customer Experience has always been a crucial component of your business’s success, but in this day and age of social media and search engine reviews, it is increasingly a game changer. While the responsibility of delivering quality customer experience lies squarely on operations and customer service, it is the marketing department that has to clean up the mess if things go awry, or conversely, take advantage of opportunities when praise is given. Being aware of what is being said in social circles and the multitude of online reviewing sites, as well as prepared with various canned responses to both positive and negative feedback will benefit your brand reputation. While a particular customer experience may seem limited in scope, it can quickly spiral into a changed customer perception of your overall brand. In fact, customer experience and brand perception have become rather synonymous: Customer experience boils down to the perception the customer has of your brand. Even if you think your brand and customer experience is one thing, if your customers perceive it differently, that is what the actual customer experience is. It used to be that if a client ran into issues with your sales process, product delivery, billing department, or any other aspect for their experience with your business, the fallout was limited to the client’s own circle of influence: neighbors, family, co-workers that they happen to talk to while the experience is still raw. But with Facebook reviews, Google reviews, Yelp reviews, TripAdvisor revisors, Instagram posts, Twitter feeds, (and on and on and on), your customer’s circle of influence is MUCH larger, and their channel to distribute their opinion is MUCH faster. On the flip side, the ability for customers to express their opinions widely in the public space allows for your business to better see what you are doing wrong - as well as what you are doing right. Keeping your finger on the pulse of what your brand perception and customer experiences are allows you to respond when something may be off. staying on top of reviews and feedback is critical, whether it’s addressing a particular client misunderstanding that can be easily corrected, or identifying an area for improvement in your operations to ensure the issue doesn’t perpetuate. Should your focus on improving customer experience truly pay off with positive reviews, this doesn’t mean your marketing efforts should slow. This is precisely the opportunity you should capitalize on and encourage your promoters to continue to fuel viral growth. Acknowledging and thanking happy reviewers, or even asking them to complete a testimonial or survey, will result in repeat business and increased referrals. Bottom line: Every customer experience matters and contributes to your brand perception and online reputation. Staying on top of what is said, responding to both positive and negative reviews, and delivering the feedback to the appropriate department in your organization is now a major marketing responsibility.", "url" : "https://blog.frontburnermarketing.com/blog/maintaining-a-positive-customer-experience-has-evolved-into-a-marketing-task", "wordCount" : "730" } ``` ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "MK Donnelly", "url" : "https://blog.frontburnermarketing.com/blog/author/mk-donnelly" }, "dateModified" : "2022-08-13T14:09:29.586Z", "datePublished" : "2020-02-03T18:03:31.000Z", "headline" : "Maintaining a Positive Customer Experience is a Marketing Task", "image" : [ "https://blog.frontburnermarketing.com/hubfs/Imported_Blog_Media/bigstock-Online-customer-service-satisf-32195915.jpg" ], "mainEntityOfPage" : { "@id" : "https://blog.frontburnermarketing.com/blog/maintaining-a-positive-customer-experience-has-evolved-into-a-marketing-task", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://blog.frontburnermarketing.com/hubfs/FrontBurner@646x320.png" }, "name" : "Front Burner Marketing, LLC" } } ```