Your Customers Are Not Your Content Strategy
Brands want loyal customers who trust them enough to advocate on their behalf. But when the relationship only seems to matter at renewal time or when the brand needs something, customers notice.
In this episode, Brian and Laura talk with customer experience strategist and fractional Chief Customer Officer Christina Garnett about what it takes to build trust over time. They explore why customer advocacy should feel like a partnership, why NPS can miss the customers most at risk, and how shared ownership can improve the customer experience. Christina also gets into “mid” marketing, the role AI should play in customer communications, and why brands that show genuine care have an opportunity to stand out.
If you'd like to hear more from Christina Garnett, you can find her on LinkedIn. And check out her book, Transforming Customer-Brand Relationships, and keep an eye out for her next one coming soon.
