Brands are being challenged to deliver rich customer experiences across a dizzying array of touchpoints – particularly with customers now having so much choice in terms of how they engage with brands.
The fact is, customers expect you to know them – and to deliver an experience to them that is continuous, consistent, and compelling, no matter on what channel. The ability to do this seamlessly is starting to separate the pioneering brands from the rest.
But getting cross-channel marketing right is not without its challenges – precisely what we wanted to show with Adobe’s latest advertisement in our “How’s your customer experience?” series, dubbed “Secret Agent.” The campaign illustrates how a very common problem for brands – operating disconnected marketing channels – can become frustrating and problematic for consumers.
A poor cross-channel marketing experience can, indeed, be bad for business and customers alike – and can bring down even the most unflappable among us. All the bad guys in the world couldn’t defeat a secret agent, but a bad customer experience could!
If you’re interested in find out more about how to optimise your company’s cross channel marketing the following links should be useful reading: