In this insightful episode of the Marketing Technology Podcast, host Mark van Horik from Marketing Guys is joined by marketing operations expert Gerben Busch. Gerben, who brings extensive experience in optimizing marketing operations, shares his knowledge on how businesses can leverage marketing operations to enhance customer experience and drive long-term success.

Gerben answers questions like:

• How can marketing operations facilitate or even enhance customer experience?
• What are the requirements for creating an environment where marketing operations can truly contribute to a great customer or brand experience?

Episode Highlights:

• [00:00] Introduction to Gerben Busch and Marketing Operations:
  • Meet Gerben Busch, an experienced marketing operations professional and founder of Busch & Briar Backwood, as he introduces his journey and expertise in the field.
• [03:10] The Importance of Marketing Operations:
  • Gerben discusses why marketing operations is a critical function in modern organizations, emphasizing its role in aligning strategy, technology, and execution.
• [05:27] Enhancing Customer Experience through Marketing Operations:
  • Discover how effective marketing operations can significantly improve customer experience by ensuring seamless interactions and personalized engagements.
• [08:05] The Strategic Component of Marketing Operations:
  • Gerben delves into the strategic aspects of marketing operations, highlighting its impact on business outcomes and customer satisfaction.
• [11:09] The Role of Data Interpretation in Marketing:
  • The importance of data interpretation in marketing operations is explored, showcasing how accurate data drives informed decision-making and better customer experiences.
• [13:11] Creating an Environment for Better Customer Experience:
  • Learn about the key requirements for building an environment where marketing operations can thrive and contribute to an exceptional brand experience.
• [15:48] The Long-Term Process of Customer Experience:
  • Gerben emphasizes that customer experience is a long-term process that requires ongoing optimization and a customer-centric approach.
• [18:12] Successful Implementations of Marketing Operations:
  • Real-world examples are shared where marketing operations have successfully enhanced customer experience, illustrating practical applications of Gerben’s insights.
• [21:33] The Importance of Getting the Basics Right:
  • The episode concludes with practical advice on the importance of mastering the basics in marketing operations to ensure sustainable success.

Connect with Gerben Busch:

• LinkedIn: Gerben Busch
• Website: Busch & Briar Backwood

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