Martech stacks often prioritize efficiency, leading to robotic customer experiences that lack genuine connection and trust. The traditional sales funnel is outdated, as modern customers do not follow linear paths from awareness to purchase. They navigate through multiple devices and touchpoints, which creates frustration when brands do not adapt to this complexity. Instead of the linear awareness-consideration-decision-retention advocacy model, a new framework recognizing stages of discovery, exploration, commitment, satisfaction, and transformation aligns better with the emotional journey of customers, offering the support needed at each distinct emotional state.
Your sophisticated automation is creating experiences so robotic that customers can smell the algorithm from a mile away. In a world where trust and genuine connection are commodities, that's a problem worth solving.
The traditional sales funnel assumes people move in neat, predictable lines from awareness to purchase. Today's customers hop between devices, research obsessively, ask friends for opinions, change their minds, circle back, and make decisions based on factors your funnel never accounted for.
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