Almost all respondents agreed on the need for better measures and measurement of integrated
programmes, whatever form they take. Clearly, if we couldn't successfully measure
the returns on individual media forms in the past, today's proliferation of media forms
complicates that question substantially. Perhaps something that is resident in the answers
of respondents provides a clue to how that might be done going forward. If the customer
truly does control the marketplace today, what the marketer does may well be less important
than what the customer does. Although this perspective may be viewed differently
by different academics and practitioners, we believe that, rather than trying to measure
the impact of what we are doing as marketers, it might be better to try to measure what
customers are doing ... particularly in terms of their media usage, purchasing behaviours,
how they are combining and consolidating all the media forms available to them, and so
on. So, maybe one of the key learnings is to focus on customer access and use of media
forms, rather than what media forms the marketer is using - consumer consumption
rather than marketer distribution.