I recently came across a shocking statistic: just 36% of companies have a process in place for tracking the customer journey process. Brands spend way too much money trying to acquire new customers to be so laissez-faire about securing their business.
It’s interesting to reflect on how the price of an individual’s privacy has plummeted over the years. I remember when Facebook first came out and users were reticent to give up their date of birth so they could register to be part of the social site. (I, for one, initially gave them a fictitious birthday. Later I corrected it when I realized it might be nice to have hundreds of ‘friends’ post on my wall and wish me a happy birthday.) Jump forward ten years, and we reflexively grant permissions and quickly click through user agreements without reading them, and without a second thought, to join online communities with our…