We live in an influence-augmented reality.
With consumers spending the equivalent of 12 hours per day consuming digital media, we’ve become a society whose behavior online and off is impacted by those we chose to connect with online.
In spite of marketers’ increased prioritization and investment in CX design and technology to unify the brand, product, and customer experiences, many CX and journey maps fail to fully account for the shifting dynamics of consumer trust that made massive disruption possible: who and what influences consumers at each touchpoint. In turn, influencer marketing & relations will mature only when it is integrated with the strategy & planning process.
For customer-obsessed leaders, influence is not just a touchpoint on the path-to-purchase – it is the path to purchase. In this playbook, we share how the power of an influence-augmented customer journey map can unlock the spectrum of influence across your customer experience, including: