3 ‘customer obsession behaviors’ for the digital age


It’s not all that troublesome to discover a spark for innovation, however it’s almost inconceivable to maintain it efficiently. The few organizations that do share a singular issue: buyer obsession. The time period “obsession” indicators a matchless stage of focus, prioritization, and an intentionality that surpasses customer-centricity. It’s a dedication to maintain the buyer at the middle of all the pieces.

When you’re going to encourage and maintain significant buyer relationships, your improvements should resonate, whilst wants and calls for change. The one means to try this successfully is by setting your buyer as your true and regular north. Meaning actively and deliberately listening to the indicators that persons are sending and shaping firm tradition to create worth.

Mailchimp has lengthy been the poster little one for buyer obsession and, not surprisingly, celebrated as one in every of the most revolutionary firms in the world. It has disrupted markets, challenged the established order, and created new worth as a result of its administration has considered the world by way of the eyes of shoppers from day one. This obsession is the start line and fact teller for innovation, and it permeates each layer of the group.

The corporate’s current $12 billion greenback acquisition by Intuit exhibits how huge the worth of buyer obsession actually is. When you have a look at how Mailchimp has operated by way of the years, three elementary customer-obsession behaviors emerge. The corporate constantly takes its lead from its buyer, always shifting its tradition of innovation to comply with that lead.

Nurture a customer-obsessed tradition

Mailchimp cofounder and CEO Ben Chestnut grew up seeing his mom function her hair salon out of their kitchen. Motivated by private expertise, he constructed an organization devoted to serving to to “scale the small enterprise out of the kitchen.” And the firm has labored always to grasp what small companies require to just do that, growing new services to fulfill these wants.


Buyer obsession powers all the pieces Mailchimp does; so, as its clients have developed over the years, so has the firm’s tradition of innovation. And as the group has grown, the staff has stored its eyes fastened on its central supply of inspiration. Attentive, common changes constantly affect how Mailchimp’s individuals hear, behave, and make choices, what improvements make it to market, and the way the model exhibits up in the market. Chestnut will inform you that he’s always adjusting the tradition of the firm, and that one factor drives these modifications: It’s all the time about the buyer.

Pay attention deliberately and aggressively to your clients

Even you probably have a clearly aligned focus in your buyer, you have to be persistent about appearing on buyer suggestions. It’s simple to take early buyer analysis as an everlasting truth as an alternative of persisting together with your listening and appearing with agility as buyer wants evolve. As Mailchimp exhibits, persistent efforts to grasp how you’re performing for your buyer yield great outcomes.

Mailchimp makes certain it will get unfiltered suggestions all the option to the high of its management. For years, cofounder Dan Kurzius frequently visited with their small enterprise clients and would supply real-time suggestions to the firm. Because it continued to develop, Mailchimp employed a chief buyer officer to make sure they might hold a scientific concentrate on clients. It is usually not unusual for Mailchimp to ask clients to talk to the Mailchimp staff in a city hall-type format. This pursuit of fact, and the effort to open the group to suggestions, makes everybody in the firm extra conscious of the impacts of their work. It’s a stage of closeness that has normalized vulnerability and nurtured a worthwhile tradition of constant adjustment, which has sustained lasting buyer relationships and fed the success of the firm.

Construct a singular model round the buyer

From day one, the Mailchimp model is for the founders, creators, and makers that energy small companies, which is one more reason the firm has linked so deeply with its clients. It has listened to the individuals behind the companies to grasp what they want. Most small enterprise house owners are area of interest services or products consultants, not advertising and marketing professionals. Figuring out that, Mailchimp has constructed a model that not solely celebrates its endeavors but in addition fills the want for instruments and content material that make the advertising and marketing piece less complicated.

For instance, Mailchimp Presents creates podcasts, collection, and movies that inform tales about creators and enterprise house owners. Additionally they acquired Courier, which publishes academic and inspirational content material for entrepreneurs. These artistic endeavors are a part of how the firm has expressed its distinct perspective and created pleasant, helpful, genuine touchpoints with audiences. They aren’t your typical advertising and marketing investments, however they’re true to the artistic essence of Mailchimp, and pay tribute to their small enterprise clients by way of distinctive and helpful content material. They’re components of the final model connection.


Mailchimp exhibits us that even multibillion-dollar manufacturers start with a single buyer. It has thrived as a result of it’s a customer-obsessed innovation firm that delivers by way of revolutionary advertising and marketing applied sciences. And after 20 years, it stays unapologetically obsessive about empowering its small enterprise clients. It ought to come as no shock that this small business-focused group could be the very best accomplice for Intuit, an organization with a historical past of offering for the wants of small companies.

By infusing the buyer all through your artistic and design cycles—testing, budgeting, model constructing, and tradition—you be a part of the ranks of those highly effective outliers. Buyer obsession is about being so intimate together with your clients that they outline you. At the finish of the day, this obsession is what provides you your true north and empowers you to problem the established order and innovate with a function larger than your self.

Alex Gonzalez is the chief innovation officer for the Metro Atlanta Chamber and producer and host of the Disruptor Studio podcast management profile collection.


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