Kogan Page Ltd Paperback English
Transforming Customer–Brand Relationships
Use Emotional Connection To Build Loyalty
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WINNER: Independent Press Award 2026 - Marketing & PublicityFINALIST: 2025 Foreword Indies Book of the Year - Business & EconomicsHow can you move beyond transactions to create customer relationships that last?Transforming Customer-Brand Relationships is a practical guide for mid-career marketers who want to develop strategies that build loyalty, strengthen emotional connections and deliver measurable results. Written by marketing strategist Christina Garnett, it combines proven principles, real-world examples and actionable tools to help you replace surface-level interactions with meaningful experiences that turn customers into brand advocates. By taking a multidisciplinary approach, the book equips you to design strategies that resonate personally with audiences and align with long-term brand goals. You will learn how to:- Implement social listening to uncover customer needs and opportunities- Apply the customer voice to shape authentic brand experiences- Optimize customer service to foster loyalty and advocacy- Measure emotional engagement with metrics like Net Promoter Score and sentiment analysisTransforming Customer-Brand Relationships helps you apply advanced marketing strategies that strengthen your professional credibility, expand your impact and create communities around your brand. Themes include: strategy, principles, emotional engagement, customer voice, social listening, loyalty building
WINNER: Independent Press Award 2026 - Marketing & PublicityFINALIST: 2025 Foreword Indies Book of the Year - Business & EconomicsHow can you move beyond transactions to create customer relationships that last?Transforming Customer-Brand Relationships is a practical guide for mid-career marketers who want to develop strategies that build loyalty, strengthen emotional connections and deliver measurable results. Written by marketing strategist Christina Garnett, it combines proven principles, real-world examples and actionable tools to help you replace surface-level interactions with meaningful experiences that turn customers into brand advocates. By taking a multidisciplinary approach, the book equips you to design strategies that resonate personally with audiences and align with long-term brand goals. You will learn how to:- Implement social listening to uncover customer needs and opportunities- Apply the customer voice to shape authentic brand experiences- Optimize customer service to foster loyalty and advocacy- Measure emotional engagement with metrics like Net Promoter Score and sentiment analysisTransforming Customer-Brand Relationships helps you apply advanced marketing strategies that strengthen your professional credibility, expand your impact and create communities around your brand. Themes include: strategy, principles, emotional engagement, customer voice, social listening, loyalty building