The lines between analog and digital activation are blurring with the increasingly interconnected customer experience physical and digital touchpoints. While customers stroll through a brick-and-mortar store and read point-of-sale material, they could be simultaneously comparing prices and checking reviews on their mobile phones. For customers, there is little regard for the medium through which the brand delivers the experience.
Today’s information-rich, socially exhaustive environment has changed consumers’ approach to decision-making. Consumers do not simply expect better customer experiences—they feel that they’re entitled to them. Brands have almost universally accepted that digital is reshaping consumer behavior and shopping habits, yet many are still unable to reshape with them. Part of the problem may be that marketing leaders fail to understand just how profoundly digital technologies are influencing consumer expectations.