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As marketing professionals, we learned a lot in 2020, whether we wanted to or not. The consumer landscape experienced an extraordinary tectonic shift, as we moved into a fully digitized realm of sales and marketing. Our strategies changed. Our focus became less about traditional methods (like the dreaded batch-and-blasts) and more about rethinking the entire digital customer journey, and, most importantly, the customer experience.
One thing is sure: As unpredictable as 2020 turned out, there is a proverbial light at the end of the tunnel heading into 2021. The opportunities for a completely evolved approach to marketing are, all hyperbole aside, endless. 2021 is the year of the customer.
According to a recent study by professional services firm PwC, 54% of U.S.