Trends Report

Marketers Versus Customers: Opposing Forces Erupt

Reevaluate Your Fundamental Marketing Assumptions To Regain Customers’ Faith

January 20th, 2021
With contributors:
Stephanie Liu , Sharyn Leaver , Brigitte Majewski , Shar VanBoskirk , Rick Parrish , Sarah Dawson , Caroline Robertson , Chahiti Asarpota , Christine Turley

Summary

Marketers set out to be customer-focused with the best intentions. They build customer profiles and personalize interactions — but inadvertently create creepy and even harmful experiences. This report will show how CMOs need to reevaluate the fundamental assumptions on which their marketing programs are built and steer their teams back on track to win, serve, and retain customers — and regain their faith.

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