Today’s guest post comes from Brent Summers who is the Director of Content Marketing at Segment. 

In reflecting on this past year, one of the most notable trends we saw was a focus on enhanced customer experiences. Most consumer experiences with brands begin passively, often online when friends share opinions about products and services over social media.

Once a consumer chooses to express their interest - a click, a like, a retweet, etc. - brands now have a plethora of active ways to escalate a 'passive' relationship, and that is the beginning of the 'customer experience.'