The Importance of a Building a Meaningful Customer Relationship with Customers with Martha Boudreau, the Chief Communications and Marketing Officer at AARP

We hear so much about the importance of strategic communications,
but what does that really mean? Martha Boudreau, Chief
Communications and Marketing Officer at AARP, helps bring
strategic communication to life through relatable stories and
concrete examples. Hear her explain what it means to become your
customer’s wisest friend and fiercest defender - a core mission
to Martha’s team at AARP. You’ll hear some of her
globally-recognized insight into topics like aligning strategies,
empowering employees, and much more.


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Key Quotes:


“We have to be where everybody is, offering up the same kind of
content to everyone - whether it's a mailbox, a digital platform,
or through our app. That is an obligation. What it means from a
customer experience standpoint, is that it all has to work
together. It has to be a sort of an omni-channel experience.”



“For other brands, especially brands that were not created in the
digital world, there can be no time to wait. You have to adopt
different platforms, but first, you have to have a serious look
at who your consumers are and know that moving forward, there
will be no excuses for delivering anything that's not a great
consumer experience. You know what? Maybe, you never get it
perfect - but you create processes whereby you can fix things as
you move through.”


“Being able to truly listen and then act on the input makes sense
for the mission, and for the business model of the organization.
That's essential. You can't satisfy everyone, but you can make
sure that your processes are top notch, and that you're
delivering what your brand promises.” 


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Time Stamps:


*[:15] Martha’s role at AARP


*[3:20] How listening to customers benefits CX


*[7:50] Aligning CX strategies across multiple departments


*[12:20] Why customer experience is employee experience 


*[15:48] Martha’s go-to tools for productivity 


*[19:05] Responding to negative customer feedback


*[22:00] AARP’s Virtual Community Center


*[25:40] The future of CX 


*[29:17] Lightning round


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Links:


Connect with Martha on LinkedIn

Follow Martha on Twitter

Connect with Phil on LinkedIn

Follow Phil on Twitter



Thanks to our friends


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