Customer Experience Is the Brand

Your customer is now in the driver’s seat. They’re super-connected, influential within their social networks and have high expectations that their brand interactions will be personalised, contextual and device relevant. Brands are facing a highly competitive and commoditised marketplace, where product and service innovation is short-lived and competitive offerings are quickly duplicated, leaving little or no differentiation between one brand and the next. To succeed, your brand will need to build an organisation-wide, customer-first culture where customer needs are consistently met, brand promises are kept, and every touchpoint throughout the customer journey delivers a positive experience that customers want to talk about with their peers. Customer Experience is the Brand has been written for brand leaders to bridge the gap between yesterday’s marketing and the next evolution of the brand: customer experience. Alex Allwood is a businesswoman and entrepreneur who believes that great experiences get people talking. For over twenty years she has helped brands grow by creating simple, feel-good customer experiences that people want to talk about and share with their peers.