Public Relations & Social Marketing Insight

Consumers today no longer see you and your brand in isolated interactions, they journey across devices, mediums, and physical locations in the course of accomplishing a single task. There is a thin line between the physical and digital experience today, as objects are able to exchange live data, thanks to technologies like the Internet of Things. Users have evolved through these experiences and raised the bar.

Consider the touchpoints in making an airline journey: first a consumer may visit the website to search for flights, and do an online booking. She may get the confirmation via an SMS, and details of the flight via an e-mail, which she may read on a smartphone. Next, she may check in using the smartphone, and choose seats from a kiosk at the airport. She may receive in-flight messages on a TV console once she is seated. During the booking on the website, she may come to know about promotional offers and upgrades, and redeem her frequent flier miles. There is a variety of information and interaction at each channel....