Stacy is the chief marketing officer at San Francisco software company. She holds a weekly team meeting with all her marketing associates and managers to discuss how marketing and the roles of marketers are changing.
Stacy begins her meeting by reminding her team that we are living in the age of the customer; therefore, the CMO position has risen in both complexity and prominence.
She informs them that customer needs must be represented in corporate decision-making and that it is each of their jobs to understand and meet the needs of the customers.
Marketers must provide omni-channel experiences and they have an increased responsibility to set customer strategy and define end-to-end customer experiences across the lifecycle of the customer.
Stacy also explains the new roles her marketers must play based on their directives within the department. These include:
Stacy’s team will need to focus their advertising, merchandising, branding, creative design, media, and customer feedback programs on the emotional journey a buyer will take.
Stacy’s team must focus on both the tactical and strategic objectives of the business and have a great voice in developing programs for existing customers, as well as new customer acquisition through continued education.
Stacy’s team must focus on strategy and growth initiatives and have a comprehensive customer experience plan, which is key to develop revenue growth for the business.
As the world of marketing changes to become more focused on customer experience as a path for business growth, Stacy’s marketing team must also do the same.
If you want to learn more about how the world of the CMO has changed, click the link below for more information.