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The CMO’s role in a post-pandemic world: Flexibility with authenticity – Marketing Tech News





Earlier than the COVID-19 pandemic, the chief advertising officer (CMO) function was already in a state of flux, with a number of high-profile manufacturers transferring away from the place. Early this 12 months, Hole’s CMO left with no direct substitute. Shopify’s chief marketer departed in February 2020, and the e-commerce agency introduced it might not fill the emptiness. Uber went by way of two CMOs in 2019, in the end leaving the CMO function unoccupied.

Quick ahead to March 2020, and the CMO function skilled a resurgence. As world economies start adjusting to a brand new regular, companies are making strategic strikes which sign the CMO now has a stronger voice on the desk. Goldman Sachs simply employed its first chief advertising officer and VMware, McDonald’s and Merrell have additionally just lately onboarded new chief advertising officers.

The CMO function has modified. It’s now the business-critical hyperlink between a number of arms of an organization and is integral to enterprise growth. The function is not merely about being nice at advertising technique: the CMO is now a direct affect on enterprise development and a vital driver of transformation.

Covid-19 has modified too how customers store and utterly upended even seemingly predictive pre-pandemic behaviours. How customers spend their cash, what they need to purchase, what they will afford to purchase, and the way they really feel about buying sure services or products has all modified. In flip, companies have altered their promoting spend. Throughout the board, promoting spend has been decreased or utterly halted, with on-line being probably the most impacted. The UK promoting market is expected to shrink by £4.2bn (16.7%) this year as a result of coronavirus lockdown. Client media consumption has additionally utterly pivoted, with Video on Demand (VOD) and paid subscription providers resembling Netflix experiencing hovering subscriber will increase and recognition. And social media platforms like TikTok and Instagram are additionally having fun with important upticks in utilization.

As shopper behaviours and media consumption change, manufacturers should change their message and the best way they convey that message to customers. That makes advertising – and the function of CMO – extra vital than ever on this ever-changing panorama. Companies understand they need to re-assess their advertising and communications actions and alter how they take heed to their customers, holding a relentless finger on the heartbeat of the market. And it’s the CMO who should lead this variation. The CMO not solely maintains model well being however may assist safeguard or enhance market share. Their function has at all times been buyer centric, by no means extra so than in a COVID-19 formed world.

Toluna’s biweekly COVID-19 barometer that has supplied correct and well timed info on customers’ perceptions all through the pandemic, reveals there’s an actual alternative for companies to alter their focus and, with it, their advertising techniques. As an example, our knowledge, which is generated by a neighborhood panel of 30+ million members, revealed that UK customers who haven’t had entry to their standard services or products have tried a brand new product or new model in the course of the pandemic.

This can be a large alternative for model entrepreneurs to steal share and begin to construct a loyal base. With the fitting messaging that’s genuine to the model – and partnerships – the CMO will be capable of keep buyer loyalty and enhance profitability. As shopper sentiment adjustments each day, one of the vital issues a CMO can do is leverage actual time analytics to know this continuously evolving sentiment and make clever strikes that meet tangible shopper wants.

This actual time entry mixed with a nimble, inventive advertising and media technique is essential to the world as we now understand it; a world utterly redefined by the COVID-19 pandemic. For a CMO, the idea of planning your media and messaging months upfront, has utterly advanced. 2020 has ushered in a brand new period of the agile CMO, propelled by an intense want to know ever-changing customers. With an elevated demand for versatile media that may adapt messaging shortly and a better emphasis on owned channels and e-mail, savvy CMOs perceive they need to utterly change the best way they market to shoppers.

Disruption has at all times been a well-liked matter within the business. We’d wax poetic about turning into comfy with change, however that change was by no means prompt – it occurred over a manageable time frame. Little did we all know that each one the discuss and preparation for change was merely a gown rehearsal. The chief advertising officer is now within the driver’s seat.

CMOs should now be nimble sufficient to capitalise on the actions and approaches that can join their model to at present’s panorama and shopper sentiment, and permit them to alter route at any time. Recognising our companies now function in what is basically a reside occasion is step one to making a profitable blueprint for put up pandemic enterprise success.

Read more: Assessing two approaches to the modern CMO role: Traditional marketing or all-encompassing?

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Author

Michele Morelli