Social Media's Impact on the Customer Journey

Traditionally, the Customer Journey has been defined as:  the cycle of the relationship/buying interaction between the customer and an organization across all channels and over a period of time.  However, the online environment, specifically social media, has created the opportunity for external forces to impact the traditional Customer Journey. That said, marketers are now beginning to map the Customer Journey to include these external forces and seek to optimize the consumer experience during each stage of the customer lifecycle.

Sound interesting?  Check back soon for the complete article where I go into detail on how social media is rattling the traditional marketing funnel and what marketers can and should do about it.

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