Sony seeks emotional connections at the "last inch"
Brand custodians often celebrate the virtues of connecting with consumers during the "last mile" - whether that's delivering seamless digital services, achieving lower-funnel marketing engagement, or driving actual conversions.
But Kazuo Hirai has an alternative perspective. More specifically, the President/CEO of Sony believes the company - which has created numerous iconic electronics products over the course of its 71-year history - must shorten the traditional gap between the brand and the customer by an even greater margin.
"Some telecommunications companies have described the sweet spot in customer delivery as...