Garnett Transforming Customer–Brand Relationships

Use Emotional Connection To Build Loyalty
1. Auflage 2025
ISBN: 978-1-3986-2133-6
Verlag: Kogan Page
Format: EPUB
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 288 Seiten, Web PDF

WINNER: Independent Press Award 2026 - Marketing & Publicity FINALIST: 2025 Foreword Indies Book of the Year - Business & Economics 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

Autoren/Hrsg.

Garnett, Christina

Fachgebiete

• Mathematik | Informatik EDV | Informatik Digital Lifestyle Internet, E-Mail, Social Media
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Marketing
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management E-Commerce, E-Business, E-Marketing
• Wirtschaftswissenschaften Betriebswirtschaft Marktforschung

Inhaltsverzeichnis

• Section - ONE: Foundational elements of customer–brand relationships;
• • Chapter - 01: The power of the customer – understanding how customer opinion can influence behaviour;
  • Chapter - 02: From loyalty to fandom – how brandoms are redefining engagement;
  • Chapter - 03: The art of social listening – leveraging social media for affinity;
  • Chapter - 04: From satisfaction to affinity – the role of customer service;
  • Chapter - 05: Personalization and engagement – how data and creativity create core memories;
  • Chapter - 06: Building loyalty at scale – what great looks like;
  • Chapter - 07: What does success look like ? the metrics that matter;
  • Chapter - 08: The storytellers – creating content that captivates;
  • Chapter - 09: Putting it all together – the customer experience blueprint;
• Section - TWO: Building a community step-by-step;
• • Chapter - 10: Building a sense of community;
  • Chapter - 11: Designing, onboarding, and measuring success;
  • Chapter - 12: Beta testing;
  • Chapter - 13: Community launch, communications, and promotion;
  • Chapter - 14: The role of online platforms and social media;
• Section - THREE: Overcoming challenges;
• • Chapter - 15: When affinity falters;
  • Chapter - 16: Navigating change;
  • Chapter - 17: Conclusion – the future of customer experience and brand affinity;
  • Chapter - 18: Appendix – recommended reading;

Über Autor(innen)

Garnett, Christina
<b>Christina Garnett </b>is a respected fractional Chief Customer Officer and advisor, renowned for her expertise in advancing customer satisfaction and deepening brand loyalty across diverse industries, from Fortune 500 companies to startups. Based in Virginia, US, she is a contributor for Adweek and a sought-after speaker at major conferences such as INBOUND, Digital Summit, SemRush's Global Marketing Day amongst others. She runs educational courses for both HubSpot Academic and SemRush, and was instrumental in enhancing engagement strategies for HubSpot's HubFans advocacy program. <b></b>

Christina Garnett is a respected fractional Chief Customer Officer and advisor, renowned for her expertise in advancing customer satisfaction and deepening brand loyalty across diverse industries, from Fortune 500 companies to startups. Based in Virginia, US, she is a contributor for Adweek and a sought-after speaker at major conferences such as INBOUND, Digital Summit, SemRush's Global Marketing Day amongst others. She also runs educational courses for both HubSpot Academic and SemRush.