Brands are doubling down on customer experience and with good reason. Shopping is becoming more personal and engaging, there is increased importance being placed on building relationships and providing surprise and delight that goes beyond the transaction.
Richard Edelman coined an interesting term for our times: Brand democracy.
Here on Branding Strategy Insider, we’ve shared a few insights about brands that engage in a kind of “virtue-hustling” where campaigns and messaging signal to consumers that the brand cares about things society cares about.
Over at AdForum.com Jacques Van Niekerk, Wunderman Data’s CEO, shares his perspective on why agencies are merging with data companies.
Delta Air Lines is rated the #1 US airline, according to the 29th annual Airline Quality Rating (AQR) study conducted by Wichita State University and Embry-Riddle. So, it’s a bit surprising that a top brand would gamble with its most valuable asset: the employees that make the brand possible.
