The customer experience is something that has drastically changed over the years, with possibly no event as significant as the pandemic. In this guide, readers will better understand how the customer experience has reached a strategic inflection point and what is required of brands to take advantage of this pivotal moment in time.

Using Robert Cialdini’s framework of psychological influence, the guide dives into six principles every brand needs to include in their marketing to develop stronger connections with their customers. In doing so, the customer experience becomes more personalised and empathetic.

What you’ll learn:

• What is a strategic inflection point and why does it matter?
• The six principles needed for building a memorable customer experience
• Four questions to self-assess your brand’s customer experience