Part 4 of how to create an agile brand. We need to stop thinking only in terms of the individual channels we reach customers through. Instead, we have to think of our customers in terms of their overall experience with our brand. As noted, customers are becoming more and more “device agnostic” and you could even say they are “channel agnostic” as well. Whether they choose to visit a store, or shop on their phone, text, tweet or even make a good old-fashioned phone call depends on many external factors brands can’t anticipate. To combat this, we must make our communications, marketing, commerce and customer service agile and channel-agnostic as well. This is what creates a great customer experience.
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