Building strong customer connections is about more than just generating ‘likes’ on Facebook and ‘followers’ on Twitter. Brands
must make each customer feel special, initiating conversations with them that treat them as individuals.
A recent study suggests
that people are 78% more likely to be interested in building a relationship with a brand or retailer if what they provide is
personalised (Hanley-Wood Business Media).
Originally presented by Nicky Herbert, Senior Innovation Researcher for GDR Creative intelligence at the POPAI Spring Seminar on 2nd April 2014 in London.
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