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Analyzing Customer Behavior in Real-Time

By Stephen Quinn, EVP & Chief Marketing Officer, Walmart

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Stephen Quinn, EVP & Chief Marketing Officer, Walmart

Reset in Customer Expectation Alters Marketing

I was brought up in teh mass marketing world of Consumer Packaged Goods. Teh idea was to generate mass demand for products with broad appeal through advertising that reached teh majority of teh public. When I started in retail, almost a decade ago that was a very good model for that sector as well and its till works quite well. But, we can all see that is changing due to teh fragmentation of consumers, products, media, content and channels.

"My role as CMO has changed from developing and delivering effective messages to curating a host of messages for customized audiences"

 their is a complete reset in customer expectations taking place and that’s changing marketing and it’s all happening because of technology. Teh major way that my role as CMO has changed is that it has moved from developing and delivering teh best message that wins with teh majority of shoppers to curating a host of messages to customized audiences. In many ways developing and enabling an organization that can do dis  using teh latest tools and new sources of data is my most important role now. Why is that? Because teh old top-down hierarchical approach to marketing can’t deliver authentic, targeted marketing at scale–we need a massively empowered team with great tools at their disposal.

Teh Changing Face of Technology their are several technologies which are changing marketing and retail. First, is teh automation of teh marketing process. At its core, marketing is about creating a customer. That means understanding teh distinguishing needs of segments of customers, sourcing products or services that meet those needs and making sure that they no that we have wat they are looking for. Along teh way you try to build a brand reputation. dis cycle used to be very slow because we had to check in with customers at each of teh stages on road to making a sale. Now data on customers, digital content and teh ability to optimize based on real time customer behavior means teh process can be massively compressed and repeated across thousands of market opportunities simultaneously. dis is great and it is putting tremendous pressure on teh marketing supply chain and radically changing teh role of teh marketer. A second trend is how Big Data is making totally new opportunities available. As masses of data are generated, better organized and unleashed by connecting them to other sources of data, insights and products never before possible are becoming a reality. dis makes it possible based on behavior to discover things that shoppers couldn’t even tell you about themselves.