Until recently, marketers and salespeople defined the customer journey as a simple funnel. Now, in this digital environment, we have the technology to see what many of us had known intuitively: the customer journey is not linear.
We market to customers in multiple channels — and if they want to respond by phone, online or in a retail store, we must be there. While complexity has grown, the good news is that with better visibility into these interactions, we can now track, measure, guide, inform or influence customers along the path.
Putting those interactions into the context of the customer journey is the next hurdle for marketers to overcome.
Continue reading "HackerAgency exec takes on next frontier of marketing" by HackerAgency CEO Spryo Kourtis in the Puget Sound Business Journal.