Customer experience is one of those phrases that crop up in marketing that seems important but it isn’t always 100% clear what people mean by it. As such a key task taken on by Katherine Lemon and Peter Verhoef in a 2016 piece was defining customer experience. They then note how this relates to the…
Category: Omni-Channel
Velocity Graphs, Multi-Channel Distribution and Managing Distribution
My first blog as a University of Georgia professor (written in summer 2020). The blog post features an excellent new book on multi-channel distribution. This by my professor when I was at Darden, Paul Farris, and Kusum Ailawadi, another star academic. (She is at Tuck). Thinking Through Your Multi-Channel Distirbution The authors tackle multi-channel distribution….
Omni-Channel Distribution
At times marketing seems like it is only getting harder. Omni-channel distribution means more ways to communicate and sell to the customer. There is just some much to worry about. Showrooming New technology often drives new ways to communicate with and reach consumers. It also means many more opportunities. It also means many more challenges….
