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It's time to reconnect with our customers...
Emotional connection and affinity are the key to turning customers into brand advocates, but with consumers constantly bombarded with information, creating that genuine, emotional connection with consumers has become increasingly difficult.
This book provides mid-career marketers with practical strategies that transcend traditional transactional interactions and instead cultivate memorable experiences that resonate on a personal level with their customers. The book enables marketers to build genuine loyalty which in turn creates communities and forges an enduring bond between a brand and its users.
Taking a multidisciplinary look at the issue, Transforming Customer-Brand Relationships explores topics including the power of the customer voice, social listening as a tool and customer service transformation. By moving away from traditional metrics such as customer lifetime value and acquisition costs and instead focusing on emotional engagement metrics like Net Promoter Scores and customer sentiment analysis, it helps marketers and business leaders understand and implement strategies that foster lasting relationships with customers, ensuring long-lasting patronage in this competitive digital age.
What Readers Are Saying...
"This is the kind of book that won't sit on your shelf; it will live on your desk. Whether you're in marketing, community, customer experience, or anywhere adjacent: this is your playbook. It blends psychological insight with practical application in a way that is both deeply human and strategically sharp. As a senior community professional and former marketer, I felt seen, understood, and inspired. This book doesn't just teach you how to serve customers; it reminds you why it matters."
― Nikki Thibodeau, Regional Vice President, Digital Engagement and Community at Calix
"Christina Garnett is a master at the customer experience tied to brand loyalty. Her new book is a deeply intelligent and thoughtful breakdown of all the parts that comprise building true brand affinity and loyalty - a must-read for anyone who is building a brand or in charge of a team doing so!"
― Goldie Chan, Founder & Head of Content and Creative at Warm Robots
"Christina Garnett absolutely nails what every modern brand leader needs to understand: customers don't want transactions, they want connection! This book is like having a passionate, insightful CCO riding shotgun with you, cheering you on as you build real emotional loyalty. It's smart, actionable, and packed with heart. In the modern age, connection is hard. If you care about turning customers into true brand fans who purchase and advocate for your product (AND YOU BETTER IF YOU WANT TO BUILD A SUCCESSFUL BUSINESS), then buy and read this book. Actually, buy two copies and give one to your favorite business leader."
― Dan Tyre, Founder & CEO of Tyre Angel