The rules have changed and those who create the best customer experience are winning. The old paradigm was those with longevity and large ad spends held the advantage….the rest of us fought amongst ourselves. Now it’s all changed, the field is level and those who create the best experience hold the advantage.Read More
How do you build reputation without becoming the hero of the story?
Empathy! We all love brands that make us feel important, it's just the way it works. So when we focus on building reputation we face two choices: 1. Build our reputation around ourselves or 2. Build our reputation on the customer experience. If we want to be the guide and keep the customer as the hero then using empathy to build the customer experience is the best choice.