Customer empowerment – Marketing needs to adapt to this new environment


Harvard Business School – Working  Knowledge has a nice interview with  Prof. Luc Wathieu on customer empowerment.

Here are some of the salient points about the concept:

The idea involves letting consumers take control of variables that are conventionally pre-determined by marketers: product characteristics, place of access, exposure to advertisements or product information, and even price. Consumers can shape the marketing interaction, making it more relevant for themselves, and this should lead to greater involvement and responsiveness.

Empowerment is sometimes captured in the slogan "get what you want, when you want it, where you want it, on your own terms."

Marketers have a number of beliefs and habits that are becoming dysfunctional: for instance, the belief that more exposure to a message increases the likelihood of response. Too much exposure hurts the expected relevance of marketing messages, and consumers could stop paying attention.

Another typical belief is the notion that you want the consumer to be captive. But captivity hurts trust. For instance, a conventional marketer would think that facilitating the opportunity to opt out of the relationship is foolish. In the context of consumer empowerment, making it easy for the consumer to opt out gives a consumer a useful outside option that is an additional mark of control and negotiation power. Firms should make opt-out opportunities extremely easy, and continuously advertise them.


1 Comment

  1. Knowledge Marketing : les nouvelles relations clients-entreprises.

    L’individu post-moderne exprime un réel besoin d’autonomie. Pour ce faire, il veut être acteur de sa vie pour pouvoir s’approprier son quotidien. L’expérimentation est alors un moyen d’appropriation. De l’étude sociologique  est née une nouvelle app


Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s