Do you remember the 4P of marketing? Forget it. If there is any letter worth to list, it’s only one: “C”. Isn’t it weird that the customer was left out from the main model that shaped thousands of marketers? Today, the CMO has three challenging priorities to win the new “empowered” customers:
- Know the Customer as Individual;
- Create value at every touch;
- Open up to customer influence.
It’s all about breaking down walls, and connecting the dots:
- the walls between all the customer-related data and information, that are preventing you to build a vivid and thorough picture of your customers;
- the walls inside your organization, that are preventing to build a consistent and seamless customer experience across all the interactions channels;
- the walls between your organization and the customers, that are preventing to incorporate customer value in your transformation journey.
I discussed about this and other CMO challenges at the latest AmCham Shanghai CMO Forum.
