WHITEPAPER: Customers are Channel Neutral

Originally written in 2003 as a prediction for what would come to be known as “Omni-Channel marketing” during my tenure at the Jackson Group.

From 2003:

The term “multi-channel marketing” refers to the process of building a customer relationship across two or more marketing or sales channels.The channels are those that are interactive, such as face-to-face, telephone, email, Internet, or perhaps direct mail. These channels provide an organization the opportunity to develop and maintain the brand promise as the customer engages the organization at each point of contact.

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David Harkins is a business strategist, speaker, and teacher.

He is the founder and executive consultant at David Harkins Company. In his spare time, he writes hikes, explores, and creates art. Although, not necessarily in that order.

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