Building Brand Love Through CXM

Brand love and good CXM are natural partners. In fact, many of the benefits from CXM occur when excellent CXM creates an emotional connection between the customer and the firm. That emotional connection is brand love. Yet, while CXM is a crucial ingredient in brand love, it’s only part of the recipe. Without the other ingredients, even the best CXM won’t be as impactful as possible. In this talk, you’ll learn how to supercharge the connection between CXM and brand love, so your CXM initiatives produce dramatic bottom-line improvements for the firm.

Key Takeaways. Participants will:

• Understand what brand love is and why it creates long-term growth.

• Be able to explain to their colleagues why brand love is impossible without good CXM.

• Learn to use a three-step process for turning customer experience into brand love.

Presentation

Aaron Ahuvia
Czarnecki Endowed Collegiate Professor of Marketing,
University of Michigan-Dearborn