Focusing on channels rather than customers

The absence of a marketing playbook leads to the biggest mistakes that companies make in designing marketing campaigns — they focus on marketing channels rather than the target customer.

In some companies, even teams are structured around channels — paid acquisition, SEO, social media. Having specialized teams definitely has its advantages. However, organizing teams around channels creates a culture where no one looks at customer experiences and customer lifecycle as a whole, instead focusing on their own initiatives, which leads to fighting over budgets and inconsistent marketing strategy.