by Ekaterina Walter | Oct 15, 2017 | Social Media
You’ve heard this before. Your brand is the sum of customers’ complete experiences with you across all touchpoints. Click To Tweet Your brand isn’t your company. It isn’t your marketing message. It isn’t even your product. It is an experience! A holistic experience a...
by Ekaterina Walter | Apr 2, 2015 | Social Media
A loyal customer of more than five years has an issue with one of your products. She tweets at your brand, hoping for a quick resolution. Your community manager replies, providing her with the email address of your customer care department. But when the customer...
by Ekaterina Walter | Mar 17, 2015 | Social Media
Consumers, as a whole, are undergoing a transformational shift in what they value most. Instead of accumulating owned possessions, more often than not customers are opting in to create memories through “renting” experiences. Rather than building their iTunes library,...