How to design a branded customer experience

Stuart Crawford-Browne


Jump to:
Definition | Where to Start | Essentials | Checklist | Case studies | Further reading


Marketing is changing as customers move from selecting brands that offer products and services to brands that offer compelling experiences. In the digital age, great quality and service are no longer enough for brands to build sustainable relationships with customers.

The design of an effective branded customer experience ensures that brands are engaging and relevant to customers in ways that build acquisition, retention and advocacy.

Definitions