Today’s customers are highly empowered, hyperactive, and incredibly distracted by all of the options available to them for connecting with the things and people that matter to them most. These customers come to you with highly complex goals that they themselves cannot always accurately define — goals for which they don’t necessarily follow the seemingly logical linear paths you’ve laid out for them. As customers multitask their way through stages of information gathering, evaluation, purchase, and servicing, they connect with multiple outside sources that influence and transform their goals if they don’t hijack them altogether.
Gone are the days of the funnel when companies could lure customers with big promises and push them through a set of steps that would lead to purchase. Today, customer processes are far more complicated than ever, and while many firms believe that the purchase is the endpoint of an experience, for many customers, it’s just the beginning. Instead of taking a fragmented approach, firms need to look at the broad customer journey and understand how they can meet their customers’ needs when and where their customers want to interact. They need to understand their customers’ context and weave together a unified experience that matches the expectations customers have of the brand according to their in-the-moment needs.
Companies are grappling to maintain their traditional sources of competitive advantage in the age of the customer — a world where empowered consumers, commoditized products, and intense competition stretch organizational capabilities to their limits. Enter the customer-obsessed CMO who can transcend the operational status quo and lead a companywide journey to establish new sources of competitive advantage. In my presentation at Forrester’s Outside In: A Forum For Customer Experience Professionals EMEA in London next week (November 6th to 7th), I will be explaining how CMOs can positively change the corporate culture around customer obsession. I will also be leading the track “Why We Need To Build A Customer-Obsessed Corporate Culture,” which takes a closer look at the challenges involved.
In preparation for the event, I caught up with one of our industry speakers from this track, Veronique Tordoff, UK market customer experience leader, Philips Electronics, to talk about how Philips Electronics is dealing with these challenges. Check out a preview of Veronique’s session in the below Q&A, or join me in London to hear the full story.