Commentators are still referring to a shift in customer experience channels “that is coming”, including this piece by Ted Schadler of Forrester, co-author of “The Mobile Mind Shift.” In it, he writes:
Mobile has increasingly become the go-to device to fulfill a consumer need
Schadler caveats his statement, he says “has increasingly become,” where I think he could be bolder and simply say “is.”
Mobile is the go-to device to fulfill a consumer need
I refer to this as I’ve recently had an article published on CMSWire, inspired by these articles and a recent experience with a rental car company I argue that the “omni-channel” customer experience is here today, but, based on my experience – it’s the people we now need to fix.
You can read the full article here.
CMO at Spotler Group, advisor at Storyblok and Orange Logic and founder of Rockstar CMO. Not a rock star, but I am a marketing strategist, content marketer, columnist, speaker, industry watcher, but most of all; creator of ART (Awareness, Revenue, and Trust) for the companies I work with.
The half-baked thoughts shared on this blog may not reflect those of my employer or clients, and if the topic of this article is interesting or you just want to say hello please get in touch.