Trends Volume 8: What Happened to Loyalty? Shaping the Customer Experience

One of the seven-part series of podcasts connected to our 2017 TRENDS publication. Customer experience goes further than just one interaction with your brand. Savvy marketers analyze the data from customer interactions, both positive and negative, and apply those learnings to help improve the overall customer experience. In this episode, our President Jason Therrien discusses the key factors impacting the decline in brand loyalty, the importance of having multiple communication touch points throughout the customer journey and how your organization can provide a holistic customer experience to ensure optimal satisfaction.


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