The 4S's of experience marketing
Rich BrysonBrand Learning
For marketing that creates outstanding customer experiences, change is needed from within by reorganising around the 4S Marketers approach – integrating the roles of Scientists, Strategists, Storybuilders and Socialisers – to drive growth in the connected world.
Organisational focus on the customer experience is proven to lower churn and drive repeat purchase, word of mouth and ultimately revenue. Yet, while customer-centricity is a familiar rallying cry, the reality is that a lot of companies still aren't doing it very well – 89% of customers say they have switched brands due to...