To see how marketers can borrow some of that Disney magic for themselves, I went straight to the experiential marketing man himself: Brian Solis. Brian is a Principal Analyst at Altimeter Group, a LinkedIn Influencer, and a guy with some very, very big ideas for the future of marketing.
“When we look at the customer journey, at present, we do so in a very linear way, and we distribute responsibility for that customer journey to different groups in charge of managing different aspects,” says Solis. “We give them budget, we give them personnel and we give them different metrics to try and optimise each component.
“But in a world where the customer journey is becoming increasingly non-linear, we can paint a much more accurate picture of how digital customers are interacting in different ‘moments’, be it before, during or after a transaction. We can ascertain how customers are making decisions, and we’re able to establish how to improve each of these moments of truth, and more importantly, how to connect the dots between them.”
Solis was interviewed on the Modern Marketing Engine Podcast by host Bernie Borges (on the Vengreso platform) in an episode titled, “Digital Transformation Takes an OPPOSITE approach.” Borges said, “Brian’s focus on digital transformation in his recent research on the 8 Success Factors of Digital Transformation inspired me to extend the invitation to him to share the key findings on our podcast.” Through Solis’s research, he and Jaimy Szymanski, Digital Experience Analyst at The Altimeter Group, uncovered a framework many…