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Discover how to transform customer-brand relationships to build brand affinity and advocacy for long-term success.
List of contents
Chapter - 00: Introduction Section - 1: PART 1: Foundational Elements of Customer-Brand Relationships Chapter - 01: The Power of the Customer Voice: Understanding How Customer Opinion Can Influence Behaviour Chapter - 02: From Customer Loyalty to Fandom: How Brandoms are Redefining Engagement Chapter - 03: The Art of Social Listening: Leveraging Social Media for Affinity Chapter - 04: From Satisfaction to Affinity: The Role of Customer Service Chapter - 05: Personalization and Engagement: How Data and Creativity Create Core Memories Chapter - 06: Building Loyalty at Scale: What Great Looks Like Chapter - 07: What Does Success Look Like: The Metrics That Matter Chapter - 08: The Storytellers: Creating Content That Captivates Chapter - 09: Putting It All Together - The Customer Experience Blueprint Chapter - 10: Conclusion: The Future of Brand Affinity Section - 2: PART II: Building a Community Step-By-Step Chapter - 10: Building a Sense of Community Chapter - 11: Designing, Onboarding, and Measuring Success Chapter - 12: Beta Testing Chapter - 13: Community Launch, Communications, and Promotion Chapter - 14: The Role of Online Platforms and Social Media Section - 3: PART III: Overcoming Challenges Chapter - 15: When Affinity Falters Chapter - 16: Navigating Change Chapter - 17: Conclusion: The Future of Customer Experience and Brand Affinity Chapter - 18: Appendix: Resources and Tools
About the author
Christina Garnett is a respected fractional Chief Customer Officer and advisor, renowned for her expertise in advancing customer satisfaction and deepening brand loyalty across diverse industries, from Fortune 500 companies to startups. Based in Salem, Virginia, she is a contributor for Adweek and a sought-after speaker at major conferences such as INBOUND, Digital Summit, SemRush's Global Marketing Day amongst others. She runs educational courses for both HubSpot Academic and SemRush, and was instrumental in enhancing engagement strategies for HubSpot's HubFans advocacy program.
