The 4S's of experience marketing

This article recommends that in order to create outstanding customer experiences, change is needed from within by reorganising around the 4S Marketers model to integrate the roles of Scientists, Strategists, Storybuilders and Socialisers.

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...

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