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The role of the CMO used to focus primarily around marketing campaigns and the costs around those campaigns. Those days are as outdated as a flip phone in Silicon Valley. Just ask Francesco Lagutaine from M&T Bank. Lagutaine's journey from global ad agencies to navigating a bank through the 2008 financial crisis has led him to a groundbreaking revelation: today's CMO must evolve from a brand cheerleader to a bona fide customer champion. But here's the kicker: it's not just about drowning in data or chasing the latest shiny marketing toy. Lagutaine argues that the real magic happens when you strip away the complexity and truly listen to your customers. It's about having the empathy to understand their needs and the courage to simplify their experiences. Want to know why Asia is leaving the West in the dust when it comes to marketing innovation? Or how a simple online appointment booking system became a game-changer during a global pandemic? Lagutaine's insights might just flip your marketing playbook on its head. https://lnkd.in/d_CTVE7B

The Customer is King: Why the CMO Must Become the Customer Expert

The Customer is King: Why the CMO Must Become the Customer Expert

thefinancialbrand.com

Kristine Winter

Marketing Communications Officer+ Speaker

2w

As a subscriber, I enjoyed reading this article. Was it earth-shattering? No. Marketers good at their jobs have always known that good marketing starts with making sure the internal actions align with the external brand. Some of the best marketing time and dollars are spent on knowing customer needs and ensuring they are met at every touch point with the organization. I've always said hundreds of thousands of dollars spent on great marketing campaigns can quickly be wasted by a lack of attention to the customer experience.

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