CMO Council Research Lists Amazon, Starbucks and Apple as Leaders in Guiding the Customer Journey and Using Experience for Competitive Advantage; Issues Call to Action for Brands to Identify Micro-Moments of Opportunity to Further “Human” Relationships
Chief Marketing Officers believe brands like Amazon, Google, Apple, Nike and Starbucks are getting customer experience right, looking at omni-channel engagement as a means to guide and inspire customers on a journey, and not just push them forward in a buying process.
New research from the CMO Council, in partnership with Harte Hanks, indicates that 42 percent of marketers believe these marquee experiential brands are not just developing better relationships, but are more effectively leveraging customer experience as a driver for profitability and growth.
<<Download report at: https://cmocouncil.org/thought-leadership/reports/bringing-a-human-voice-to-customer-choice>>
One issue plaguing many organizations is a sense that in the race to master data and harness the power of the marketing technology stack, the customer, and perhaps an understanding of human relationships, has been lost. In fact, 41 percent of respondents admit that focusing on the relationship being built instead of the campaign being deployed, has been a key challenge. Nearly one-third admit that they sometimes forget that their “targets” are human beings.
According to the report, Bringing a Human Voice to Customer Choice, doubts about organizational readiness to expand and advance the omni-channel experience through richer personalization is surprisingly high with 42 percent of respondents indicating they are not prepared to leverage intelligence gathered across listening posts to deliver a better customer experience. Not a single respondent (0.00 percent of the 152 senior marketing executive respondent pool) felt they were well prepared to integrate new experiences and new points of intelligence to improve brand engagement.
“Somewhere in our adoption of data, technology and process, the customer and the very real, human and fragile relationships that marketers have worked so hard to build have been lost, giving way to settling for assumptions about broad personas and an almost obsessive focus on campaign performance,” noted Liz Miller, SVP of Marketing with the CMO Council. “What came to life most notably in this research was the absolute desire of marketers to go back to their roots of relationship builders, leveraging the “why” behind customer actions and intentions to build lasting dialogues with customers instead of just pushing accounts and targets down a pre-set campaign path.”
The 33-page report includes findings and analysis of data collected by an online survey from global senior marketing leaders in the second half of 2018. These individuals expressed frustration in their organization’s listening capabilities, doubts over readiness to respond to the customer’s own voice and an overarching sense of disillusionment over data and the organization’s ability to leverage that insight to build a bond with a market of one.
“Developing the human experiences that customers are looking for can feel confusing for the data-and-technology-driven marketer of the 21st-century,“ noted Bant Breen of Harte Hanks. “In every point of connection, our customers leave small data clues behind that can enrich our current profiles and give brands the insights needed to craft the right combination of message, channel and timing. Customers will always tell us what they need. The real question is are we listening?”
Key insights and themes from the research include:
Bant notes that to truly win the day, marketers must start by taking a step back to the fundamental question of revenue and intent. “Yes, we are talking about new technologies and even new concepts, but fundamentally the rule is still to generate revenue by getting the right message to the right person at the right time. So even in this age of technology, data and connectivity, we still must understand what our revenue goals are and then figure out which customers are most likely to drive that revenue and how we plan to measure and define success.”
Included in the full report:
The full report ($199) is available for download by visiting https://cmocouncil.org/thought-leadership/reports/bringing-a-human-voice-to-customer-choice. A complimentary executive summary, courtesy of Harte Hanks, is available for immediate download. CMO Council Premium Members and CMO Council Library Subscribers have unlimited complimentary access to the full version of this report by virtue of their subscription. For more information about CMO Council memberships and subscription values, please visit www.cmocouncil.org/membership/premium.