The customer changed. And marketers, advertisers and business owners are still playing catch-up in a world where buying decisions are made not in months or days, but in seconds.
The enemy in today´s customer environment? FRICTION. And those who can minimize friction, guiding potential buyers rapidly through the ´tornado funnel´ buying process, will win.
But taming friction is no small feat. It takes the seamless integration of marketing, product, commerce and service into a cohesive, friction-free customer experience. And that´s something today´s siloed companies are still not set up to do, resulting in a bevy of new C-Suite leaders, including the Chief Experience Officer (CXO).
The 10-second Customer Journey provides the playbook for growing and retaining customers in a landscape transformed by digital.
Todd Unger, CXO of the American Medical Association, provides a step-by-step guide based on three decades of consumer marketing, advertising, digital product and digital marketing and commerce experience. He´ll teach you how to become your own Chief Friction-Reduction Officer and reignite customer growth and engagement.