“From now on, leading-edge companies—whether they sell to consumers or businesses— will find that the next competitive battleground lies in staging experiences.”
Across industries, the brands most focused on personalization are also the brands that are winning new customers, stronger loyalty and increased revenues.
Today, virtually all marketing leaders have embraced the premise and promise of the experience economy. They’re mapping customer journeys across touchpoints and channels, segregating audiences and households into ever-more-discrete groups, optimizing messaging and campaigns, tracking engagement through closed-loop attribution models and more. Those are all moves in the right direction.
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