Posted by Mike O'Connell on Oct 29, 2014 7:42:02 AM
Fifteen years ago, customer experience analyst Moira Dorsey contributed to her first piece of research at Forrester Research – a report called “Empowered Consumers.” The upshot of the report was that a host of new technologies and delivery vehicles – everything from mobile to the internet to embedded systems – would change customer behavior and force marketers to enact new strategies to reach customers on their terms.
Topics: path-to-purchase, customer experience, marktgers, marketing strategy, brands, empowered customer, customer behavior
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