What does brand loyalty mean in a digital age? It’s not enough to have repeat transactions. You need reciprocity, advocacy and an ongoing relationship built around a shared purpose. How? With gratitude.
Does the funnel still work in a digital, social, mobile age? The funnel and Customer Decision Journey aren’t going away, but the buying process is no longer linear. We need new models of customer engagement that allow us, as marketers, to enable and empower, not just persuade and promote.