- Explains how customer opinions shape brand perception more than traditional advertising
- Explores how mid-career marketers can use social media to gain insights and engage customers meaningfully
- Examines how to leverage big data and AI for hyper-personalization that creates memorable experiences
- Includes real world examples from brands such as Delta Airlines, McDonalds and Chewy
Transforming Customer–Brand Relationships
Use Emotional Connection To Build Loyalty
Discover how to transform customer-brand relationships to build brand affinity and advocacy for long-term success.
Key features at a glance
EAN: 9781398621329
Edition: 1
Published:
Format: 234x156
288 pages
About the 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
About the authors
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.
Christina Garnett is a master at the customer experience tied to brand loyalty. Her new book is a deeply intelligent and thoughtful breakdown of all the parts that comprise building true brand affinity and loyalty - a must-read for anyone who is building a brand or in charge of a team doing so!
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