1- The experience with a brand can be broken down into three areas:
- Transactional – To buy a ticket to a ball game, purchase a product, or join a club / get membership.
- Engagement – Following on social media, subscribing to a newsletter, attending functions.
- Relationship – Buying fan items with the team logo, becoming an evangelist for the product on social media, writing reviews, and encouraging friends to join.
2- Marketing is becoming “the Customer Experience department.” More and more, as we collect data in real time, marketing is becoming “the…