Relationships are becoming more one on one; communications are becoming faster and more frequent; customer loyalty cycles are becoming shorter – and yet organizations, returning to merger mode after the global financial crisis, are scaling to breathtaking size. The dichotomy between the intimacy with which customers are looking for and the footprint that companies are generating in order to, supposedly, reach those individuals more efficiently is glaring.
My awareness of this incongruity sprang from a conversation recently about the mega merger of Omnicom and Publicis. We were talking through how such a merger would probably be great for the agencies’ biggest clients but might read as a signal to depart for the many that would now fall below the horizon of attention. Imagine how much clout you’re going to have as a marketing client with even a few million to spend in a Group that will be billing around $23 billion? Imagine how difficult it is for a company of that scale to deliver communications that feel one on one?
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