The 2011 ANA Masters of Marketing conference brought together more than 1,700 marketers and marketing service firms to share in the year’s official theme — growth. Forrester Blogs has provided a good “cliff notes” version of the conference, which you can find here.
Despite the somewhat cautious tone of many speakers, the CMOs delivering growth are doing so by demonstrating enterprisewide leadership. Three strong examples, very relevant for healthcare marketers, were from:
• Stephen Quinn, VP and CMO at Walmart, who talked about leading like your customer is your boss.
• Esther Lee, senior VP of brand marketing and advertising at AT&T who talked about leadership beyond the marketing department.
• And Jon Iwata, senior VP of marketing and communications at IBM who talked about leading by building corporate character.
Easy to relate these three examples back to the need for an expanded enterprisewide leadership role for the healthcare CMO…
• Customer as boss. Disruptive technologies (access to information, influencers, communities, grades, reviews, wait times…), new business models, alternative care options, etc, translate to an empowered customer, not a captive patient.
• Leadership beyond marketing. Consider how much brand value is enhanced or destroyed based on the customer experience, pre-during-post care, across the organization’s many access points. This evolves the role of marketing to impact brand-led culture, experience design and operationalization.
• Leading by building corporate character. What’s your bigger envisioned place in the world, beyond that of (obvious) community health provider. The “core energizing idea” that resonates with, inspires and aligns employees and customers. As CMO, help to create the platform that continuously works to move both customer and organization forward in more meaningful ways.