Vision Report

Ground Your Customer Obsession Strategy In Your Brand Promise

May 12th, 2021
Dipanjan Chatterjee, VP, Principal Analyst
Dipanjan Chatterjee VP, Principal Analyst
With contributors:
Keith Johnston , Shar VanBoskirk , Alex Sobchuk , Lexie Lawhon

Summary

Rooting your customer obsession strategy in your brand promise will align all your enterprisewide efforts to become customer obsessed in a clear, shared vision. Then, delivering on your brand promise through customer-obsessed experiences will ensure your promise is well kept. This report shows how you can align customer obsession with your brand expression by tying your brand, customer, and employee experiences together.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.