Our overall brand perceptions are invariably shaped by our experiences. And loyal customer relationships can be severed in moments by a negative service interaction.
Closing the Gap Episode 3: How social recommendations are influencing brand engagement
- 05 August 2015
- Download MP3
In the third episode of the Closing the Gap series, produced by BrandHook in partnership with CMO, Pip Stocks talks to Genevieve Elliot, the head of data and customer strategy at Vicinity Centres, formerly known as Federation Centres.
In this podcast, the pair talk about how consumers are now in control, they research differently and peer-to-peer recommendations are more likely to influence a consumer than an ad.
The 11-part Closing the Gap podcast series brings to life issues that most marketers are now facing – the gap between how consumers are behaving and what business is delivering. Over the series, we’ll explore the seven key ways consumer behaviour has changed and what it means for marketers.