
In November 2015, the Harvard Business Review published a far-reaching article by David C. Edelman and Marc Singer titled Competing on Customer Journeys that encapsulated well the problems of catching the interest of newly empowered consumers. These, the narrative goes, have become used to mining information resources, abandoning any semblance of brand monogamy in a proactive quest to get the best prices and best services for themselves. Effectively they go on a journey, engaging in an extended consideration and evaluation phase which can lead to a purchase decision or can take them elsewhere.
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