Forrester Research Twitter Chat: #ForrIdeas in the Age of the Customer!

I participated the #ForrIdeas Open Twitter chat yesterday by Forrester Research. The core idea was to discuss habits that CMOs and Marketing Leaders should adopt in the #AgeOfTheCustomer.

A couple of interesting points that Forrester opened with:

Forrester Research ‏@forrester

While 92% of companies say that customer exp is a top priority, 45% do not have the budget they need to get the job done. #ForrIdeas

Forrester Research ‏@forrester

The #mobilemindshift is the change in consumer expectations that anyone can access info, on any device, at any time. #ForrIdeas

 
The obvious implication being that companies want to but are "still not sure". That seemed to be a sentiment echoed by quite a few of those who were actively participating.

Here are the 4 questions posed by Forrester Research:

1. What has your company done to innovatively delight customers and become more customer-obsessed? #ForrIdeas
2. How is your company creating more digitally relevant content? What’s the key to making content more engaging? #ForrIdeas
3. How does your company put customer-obsessed analysis, answers, and action into practice? #ForrIdeas
4. In the #AgeoftheCustomer, what challenges do you face around becoming more customer-obsessed? #ForrIdeas

My 2 favourite responses that evening were:

Timo Elliott ‏@timoelliott20 Nov

#ForrIdeas A4: the better the technology gets, the more differentiation will depend on human factors like leadership.

Shiva Kumar ‏@itsshivahere17h

A4: Many CMOs rely on gut instinct and experience to make decisions. That needs to change # ForrIdeas