What's next for customer loyalty in a post-COVID-19 economy?
Join The Wise Marketer for an exclusive interview with Customer Insight Group founder and industry icon Sallie Burnett as we discuss the possibilities of change as business returns to its customary pace and how to manage in what will be a hyper-sensitive customer first economy.
Notice that we did not say "business as normal" because this conversation will be focused on what brands have done to adapt during the COVID-19 outbreak, but also to understand what was learned and which of these "survival" tactics may inspire foundational change for the future of the shopper experience.
Sallie is a highly recognized and respected voice in the customer loyalty industry. Over the past 25 years, she has built her vanguard reputation by crafting solid customer-centric strategies that drive bottom-line success for her clients. Renowned for her out-of-the-box thinking and wealth of experience, she’s been sought out by many of the nation’s top companies to engage, keep, and grow their customer relationships at every point along their customer relationship journey. She has been putting the "customer" in customer first economy for a long time.
She is also someone that our Managing Editor Bill Hanifin has wanted to interview for quite some time. We're stoked to get some of Sallie's time and hope you enjoy this conversation as much as we did putting it together.
- 3:55 How will customer’s react post COVID-19?
- 9:05 Destruction leads to a very rough road, but it also breeds creation
- 13:15 Digital transformation
- 18:00 Reciprocity and customer data
- 22:35 Brand sensitivity and the social conscience of brands
- 28:00 Recognizing and appreciating front-line employees
- 30:25 The takeaway: start with the customer
Centrally headquartered in Colorado, Customer Insight Group has been delighting some of the world’s most beloved brands by making their marketing efforts smarter, their brands stronger, and their customers more loyal for over 15 years.