Five Engagement Killers -- And How To Overcome Them by Katrina Conn

Gone are the days when customer interaction was limited to the retail store or call center. The number of channels available for consumers to interact with brands is getting bigger every year (remember marketing before Pinterest?), so it's all the more important that we are able to consider the entire consumer experience across all potential touch points. That means marketers need to stop viewing the customer experience by channel or line-of-business, which creates silo-ed customer data and engagement views. What are the consequences of not having this integrated cross-channel view of the customer? Here are five engagement killers that thrive ...More