Description
Why don’t customers get a bottle of champagne at the end of their mortgage? – asks Ken Hughes, Consumer Behaviouralist and The King of Customer Experience. Speaking with our very own David Penn, Hughes explores the customer of the tomorrow, and why focus on customer experience should turn into customer intimacy. He shares what brand connection can mean and explains what Taylor Swift, Red Bull, and United Airlines got right in this area.
Table Of Contents
Who is the customer of tomorrow? What is the blue dot consumer?
How are brands responding to the blue dot consumer?
How do brands foster true loyalty?
How can financial institutions foster true loyalty?
Technology versus the human experience – how do they coexist for the blue dot consumer?
What could financial institutions do today?
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