Transforming Customer–Brand Relationships
Use Emotional Connection To Build Loyalty
- English
- ePUB (mobile friendly)
- Available on iOS & Android
Transforming Customer–Brand Relationships
Use Emotional Connection To Build Loyalty
About this book
How can you move beyond transactions to create customer relationships that last?
Transforming Customer-Brand Relationships is a practical guide for mid-career marketers who want to develop strategies that build loyalty, strengthen emotional connections and deliver measurable results. Written by marketing strategist Christina Garnett, it combines proven principles, real-world examples and actionable tools to help you replace surface-level interactions with meaningful experiences that turn customers into brand advocates.
By taking a multidisciplinary approach, the book equips you to design strategies that resonate personally with audiences and align with long-term brand goals. You will learn how to:
- Implement social listening to uncover customer needs and opportunities
- Apply the customer voice to shape authentic brand experiences
- Optimize customer service to foster loyalty and advocacy
- Measure emotional engagement with metrics like Net Promoter Score and sentiment analysis
Transforming Customer-Brand Relationships helps you apply advanced marketing strategies that strengthen your professional credibility, expand your impact and create communities around your brand.
Themes include: strategy, principles, emotional engagement, customer voice, social listening, loyalty building
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Information
Table of contents
- About the Author
- Expert Contributors
- Foreword by David Armano
- Preface
- PART ONE Foundational Elements of Customer–Brand Relationships
- 1 The Power of the Customer: Understanding How Customer Opinion Can Influence Behavior
- 2 From Loyalty to Fandom: How Brandoms are Redefining Engagement
- 3 The Art of Social Listening: Leveraging Social Media for Affinity
- 4 From Satisfaction to Affinity: The Role of Customer Service
- 5 Personalization and Engagement: How Data and Creativity Create Core Memories
- 6 Building Loyalty at Scale: What Great Looks Like
- 7 What Does Success Look Like? The Metrics That Matter
- 8 The Storytellers: Creating Content That Captivates
- 9 Putting It All Together: The Customer Experience Blueprint
- PART TWO Building a Community Step-By-Step
- 10 Building a Sense of Community
- 11 Designing, Onboarding, and Measuring Success
- 12 Beta Testing
- 13 Community Launch, Communications, and Promotion
- 14 The Role of Online Platforms and Social Media
- PART THREE Overcoming Challenges
- 15 When Affinity Falters
- 16 Navigating Change
- Conclusion: The Future of Customer Experience and Brand Affinity
- Appendix: Recommended Reading
- Index