To date, the customer experience mandate of the CMO has focused on creating an experience that will surprise and delight their consumers up to the point of purchase; unfortunately, the aftermarket for far too many is an afterthought. Yet with the rise of IoT-enabled service-oriented business models, and a savvy consumer that can quickly share feedback through any number of social channels about their experience, manufacturers and retailers alike must make the aftermarket a priority.

For CMOs looking to create a superior customer journey, there is still much to be done after the point customers go home with their product to ensure they feel they are still getting that superior experience. This imperative must extend beyond the individual retailer or manufacturer to the entire ecosystem that is involved in delivering superior customer service, whether that includes servicing, parts replacement or even tips and tricks.