I was talking to a CMO today about their current and future plans for digital projects. We were talking about data analytics, customer experience, technology, social media and other topics when the CMO asked what the ‘next’ project or technology that she and her team should be chasing.
We’ve talked about all data, social, digital transformation, the cloud and everything else…but what should I really be focused on? What projects should my team be chasing for the future?
I couldn’t give exact types of projects that her team should be focused on, but I did share my thoughts on the only area that I think make sense for marketing teams to focus on.
That’s right…just one area. If you are going to chase digital, you should chase it in this one area.
The only area marketing teams should be focused on (and chasing) is in improving the experience for your customers. That might be SEO projects, data analytics or a new application, but by focusing on the customer experience, the marketing team is focused on one of the most important aspects of a business. Customer experience is the key to driving engagement and growth for a business and has been called ‘the next competitive battleground.’
If a project doesn’t touch the customer experience, there needs to be a very thorough discussion of whether that project is worth taking time and money away from your customer facing digital projects. There are times when marketing teams need to take on non-customer facing projects, but you shouldn’t be out there looking for those projects or chasing those technologies. Let those technologies and projects come to you.
Chase the projects that are focused on improving the customer experience.
Whether that is engaging your clients better, improve customer service or eliminating a pain point for clients, those projects will improve your customer experience.
Beyond the customer experience, there are other projects that CMO’s can focus on and chase, but I’d argue that anytime you are working on these types of projects, you are not directly improving the customer experience. There are always going to be knew digital projects and new technologies, but for the CMO and the marketing team, the customer experience should top of mind and a major filter for all new projects and technologies.
Finally, when a new technology or buzzword comes along, take a step back from all the buzz and ask yourself and your team(s) how that technology or approach will improve the customer experience and build competitive advantage for your organization. If that new tech or buzzword doesn’t drive customer experience, you probably shouldn’t chase it.