Today, the customer holds all the aces. They want everything and they want it now. And that’s fair enough. It’s our job as business leaders and innovators to provide them with everything they want and more.
There’s a new marketing framework in town: the flywheel picks up where the funnel leaves off, putting the customer view in the centre where it belongs and creating a fresh new picture of the customer journey.
It wasn’t so long ago that customers were okay waiting 24-48 hours to hear back from a business when they initiated communication via phone or even email.
