Just read on Ad Age and I suggest you read the whole thing:
(...) marketers still think in terms of campaigns and not customer journeys.
So, the next time you wonder why your customer doesn't like you... ask yourself, why don't you like him in the first place?
PS: This is the first post for "We all love quotes", where I choose a quote I like, refer to where I found it and drop a line about my thoughts on the matter. Hope you like it!