This is my attempt at describing the customer journey today. Obviously this varies by industry and organisation, but my hope is that it captures the essence of what has changed.
5 Things.
1. Marketing Spend has become more fragmented.
2. Most media, even traditional, has some form of two way interaction.
3. There is a need for a centralised content hub.
4. There is no set destination that we are driving the customer to. They can buy anywhere.
5. People still listen to other people. That can never be underestimated and is the secret sauce in your customer journey.
Looking at this, how can organisations be anything but customer-centric?
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