“We are living in the era of the connected customer - one in which normal customer behavior is to capture moments and share it in near real-time.” - from "Customer Love - it's All About the Connection" by John Balla One message does not fit all anymore. Remember the days when marketing would use one message for all channels? It wasn’t uncommon to see the same brand message in a printed ad, on a billboard, on TV, or on the company website....

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