This phrase came straight off the headline in a magazine advertisement but it made me think.
We now have to think of business development in a digital age and embrace the new ways in which the buyers of tomorrow engage and wish to consume information. This applies to both trade and consumer sectors.
How many of the large corporations really think about the customer journey when they put us through endless button selections and recorded messages, putting the customer through their process with little or no thought for what the customer may ultimately feel like with their brand. This leaves customers confused and angry.
For the smaller operation who can be more adaptive, designing a good customer journey based on customer wants and need and purchasing habits provides a real opportunity to create competitive edge, lifetime and returning customers.