Customer Engagement

For decades, marketers relied on the classic funnel model—awareness, interest, consideration, intent, and action. It offered structure, measurability, and a seemingly logical path from stranger to customer. But here’s the catch: real people don’t think, feel, or behave like that. We’re not widgets in a machine. We’re unpredictable, emotional, distracted, and messy. We don’t go through steps. We wander, circle back, give up, come back. That’s why today, intelligent marketers are taking a step back