The Customer of The Future. And what it really means.


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Seems like I’ve been getting a lot of mileage out of McKinsey’s Customer Decision Journey study from last year.  The research outlines the evolution of the manner in which consumers make decisions.  It is no longer a linear process or funnel, mapped by marketers with a corresponding marketing funnel.

Why I say I’ve gotten mileage out of this is because its really made me think about the enterprise and operational implications of this quantum shift in customer behavior.

In short, here’s what I mean (press ‘play’, ‘more’, ‘autoplay’):

Republished with author's permission from original post.

Barry Dalton
Telerx Marketing
Consumed by the pursuit of delightful service. Into all things customer loyalty and technology. My current mission is developing new service channels and the vision of the contact center of the future.


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