Relay Network CMO byline in CMSWire on How To Transform Your Approach to Marketing

Written by Brie Tascione, CMS WiRE

At a critical moment in my junior year of college, I was rushing to print an assignment on a deadline when my HP ink cartridge broke.

Even though the issue was my fault, HP sent a new cartridge without hesitation.

No transferring me between departments, no upsell on a different model — it just sent it. Overnight.

A Forced Evolution
Now, as a CMO, it’s my job to attract and keep customers for life. Throughout my career, I’ve thought a lot about how that HP service representative accomplished this for the company without realizing it.

It’s made me understand that as marketers we are often too focused on just that — marketing.

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