Customer Experience is more important than Brand
Monika Schulze ??
![Monika Schulze ??]()
Monika Schulze ??
Supervisory Board Member driving innovation and sustainability, former CMO Unilever & Zurich
To be successful in the digital era, where brand loyalty is at an all time low, customer experience management is vital.
Your business’s relationship with customers is built over time nourished by experiences along many online and physical touch-points in their journey.
The way you interact with your customers is even more important today. A crisis puts both the strengths and weaknesses in your relationship under a spotlight.
I am looking forward to the discussions on the 11th of June.
Gesch?ftsführer und Gründer bei rheingold salon
4 年Thanks for opening this discussion, Monika! The majority of brands?I see - seem to be paralysed by the crises, unfortunately. I am afraid that the?absence of brand experience?won't help?to work on?customer's loyalty. How to overcome the paralysis??
Board Level CMO I Head of Customer Experience & Innovation I Digital, Technology, Brand Building, B2B & B2C Marketing, OmniChannel Strategy & Execution, Scale-Up I Open for contracts in the Middle East & Europe incl. CH
4 年I agree Monika Schulze the expectations are high and continue to raise across online and offline touch points. Customer are having an additional critical focus also on the company purpose, social responsibility and behavior at the moment
40 over 40 Germany's most inspiring women 2022 I Diplom Psychologin & Marktforscherin I Female Founder rheingold salon I 2 fache Buch-Autorin | TV-Psychologin & Speakerin I Proud Mom of 4
4 年Monika Schulze they also expect at #Corona that brands continue advertising and continue innovating. Humans want to rely on brands especially now!
Could not agree more, if the customer experience is not good, why should they stay... their willingness to switch increases with every bad touchpoint :-)