The B2C CMO’s Guide To Customer Obsession

October 13th, 2021

With contributors:

Keith Johnston , Rick Parrish , Cole Walsh

Summary

B2C CMOs play a central role in customer obsession: They must make sure that what their companies create and deliver aligns with what customers value and what their brand promises. To embrace this role, every B2C CMO should 1) consider themselves and their marketing function the advocate for the customer everywhere; 2) define a brand strategy that aligns the company’s purpose and employee experience with what customers value; and 3) be the arbiter of the brand experience.

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