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Posted by Kerry Bodine on November 22, 2010
In my last post, I promised I might have a thing or two to say about marketing. I just didn’t realize it would be so soon!
Last week, Peter Merholz from Adaptive Path posted a rant entitled, "The Pernicious Effects of Advertising and Marketing Agencies Trying To Deliver User Experience Design." In it, he calls ad agencies unethical, poisonous, and “soulless holes” and extols the virtues of user experience (UX) design firms. (Go have a read — you don’t see polarizing tirades like this every day.)
On the surface, this argument pits agency against agency. But I think the issue goes much deeper: the growing intersection — and tension — between customer experience and marketing. Here’s how I see the landscape:
So will ad agencies change their ways? Are UX design firms the salvation? I say, “Who cares?” As the needs and objectives of executives shift, agencies and consulting firms will either adapt to meet their clients’ needs — or they’ll see newcomers with different offerings and business models rise up to take their spots at the table. Either way, the market will sort itself out. In the meantime, my job will be to help our clients find the best partners for their customer experience initiatives.