Many marketers think of their process as a funnel. You spend time and resources to attract a large group of potential customers at the top of your funnel, and then a much smaller group of people come out the bottom of the funnel as converted customers. Then you start again with a whole new group of people at the top, wash, rinse, repeat.
But the funnel model leaves out one key marketing reality. Unlike an actual funnel where what comes out the bottom has no impact on what goes into the top, the experience of customers at the bottom of your funnel can have a big impact on whether they come back—and whether they refer other people to your company.
