In my December 2010 article "Branding in the Digital Age," I discussed how consumers today connect with brands in fundamentally new ways, often through media channels that are beyond manufacturers' and retailers' control.
Traditional marketing strategies fall short in this new world. Marketers need to drop the funnel metaphor to describe consumer touch points and instead study the evolving and increasingly digital consumer decision journey (CDJ).
The CDJ illustrates how consumers add and subtract brands from a group under consideration during an extended evaluation phase. And purchase is no longer the end of the relationship. Now consumers often enter into an ongoing relationship with the brand during which they enjoy, advocate for and bond with it.
The article sparked a lot of discussion with HBR readers, who were eager to apply the CDJ approach to their organizations. They wanted to know how.