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  1. Brandon Hickie
    Nov 14 - 5:18 pm

    This is great insight on how technology has changed the demands of consumers and customers. One of the areas that it has changed demands the most is in customer experience management. 3 or 4 years ago it was acceptable for a company to reply to a customer complaint or inquiry within 24 hours. Now customers expect companies to acknowledge their tweets and other social media interactions within a few hours.

  2. Paul Goater
    Nov 15 - 9:07 am

    Technology is not only making customer decisions mobile, fast and liquid but frictionless too. A brand must engage in a dialogue throughout the entire customer journey raising huge challenges in maintaining brand presentation and consistency across a menagerie of media and channels.

  3. Kit Hamilton
    Nov 16 - 10:00 pm

    Well said! We really see that it is all about customer expectations – and comfort level – and control. From “do not call” to opt-out, it’s becoming clear that more is not always better when it comes to communicating with customers – and just because there is more of the “white space” you mention, prudent marketers are starting to realize that fewer, better directed, highly relevant communications are the best way to go. More thoughts on this if you’re interested …
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