We are living in a time where consumer interaction with brands is no longer a one-way channel. Every interaction a company has with its existing customers has moved from being a transaction to an experience.
Brands are taking a more holistic approach to engaging and retaining customers because it’s not just one point of interaction that matters; it’s everything else that leads up to and follows that engagement. Welcome to the experience economy!
What does this mean for marketers? For one, the job has become a lot tougher. Second, the boundaries of the marketing role have expanded and now include being a data scientist, technologist, and business driver – not just enabler. Customers are adopting new ways to communicate and interact, and brands need to be there.
Read more in Customer Experience
This article origin from Digitalist Magazine