3 ‘customer obsession behaviors’ for the digital age

It’s not all that tough to discover a spark for innovation, however it’s practically 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 is a dedication to maintain the buyer at the heart of the whole lot.

If you’re going to encourage and maintain significant buyer relationships, your improvements need to resonate, at the same time as wants and calls for change. The solely manner to do this successfully is by setting your buyer as your true and regular north. That means actively and deliberately taking note of the indicators that persons are sending and shaping firm tradition to create worth.

Mailchimp has lengthy been the poster baby for buyer obsession and, not surprisingly, celebrated as one among the most revolutionary corporations in the world. It has disrupted markets, challenged the establishment, and created new worth as a result of its administration has seen the world by means of the eyes of consumers from day one. This obsession is the place to begin and reality teller for innovation, and it permeates each layer of the group.


The firm’s current $12 billion greenback acquisition by Intuit exhibits how monumental the worth of buyer obsession really is. If you have a look at how Mailchimp has operated by means of the years, three basic customer-obsession behaviors emerge. The firm persistently takes its lead from its buyer, continually shifting its tradition of innovation to observe 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 business out of the kitchen.” And the firm has labored continually to grasp what small companies require to do exactly that, growing new services to fulfill these wants.

Customer obsession powers the whole lot Mailchimp does; so, as its prospects have developed over the years, so has the firm’s tradition of innovation. And as the group has grown, the staff has saved its eyes fastened on its central supply of inspiration. Attentive, common changes persistently affect how Mailchimp’s individuals hear, behave, and make selections, what improvements make it to market, and the way the model exhibits up in the market. Chestnut will let you know that he’s continually adjusting the tradition of the firm, and that one factor drives these modifications: It is at all times about the buyer.

Listen deliberately and aggressively to your prospects

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


Mailchimp makes positive it will get unfiltered suggestions all the technique to the high of its management. For years, cofounder Dan Kurzius often visited with their small enterprise prospects and would offer real-time suggestions to the firm. As it continued to develop, Mailchimp employed a chief buyer officer to make sure they may hold a scientific deal with prospects. It can also be not unusual for Mailchimp to ask prospects to talk to the Mailchimp staff in a city hall-type format. This pursuit of reality, 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 helpful tradition of constant adjustment, which has sustained lasting buyer relationships and fed the success of the firm.

Build a novel 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 prospects. 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 specialists, not advertising and marketing execs. Knowing that, Mailchimp has constructed a model that not solely celebrates its endeavors but additionally fills the want for instruments and content material that make the advertising and marketing piece less complicated.

For instance, Mailchimp Presents creates podcasts, sequence, and movies that inform tales about creators and enterprise house owners. They additionally acquired Courier, which publishes instructional and inspirational content material for entrepreneurs. These inventive endeavors are a part of how the firm has expressed its distinct perspective and created pleasant, helpful, genuine touchpoints with audiences. They should not your typical advertising and marketing investments, however they’re true to the inventive essence of Mailchimp, and pay tribute to their small enterprise prospects by means of distinctive and helpful content material. They are parts 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 means of revolutionary advertising and marketing applied sciences. And after 20 years, it stays unapologetically obsessive about empowering its small enterprise prospects. It ought to come as no shock that this small business-focused group can be the supreme companion for Intuit, an organization with a historical past of offering for the wants of small companies.


By infusing the buyer all through your inventive and design cycles—testing, budgeting, model constructing, and tradition—you be part of the ranks of those highly effective outliers. Customer obsession is about being so intimate together with your prospects that they outline you. At the finish of the day, this obsession is what offers you your true north and empowers you to problem the establishment and innovate with a goal greater 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 sequence.

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