Last week, our Chief Brand & Experience Officer Winston Binch presented alongside Chipotle Vice President, Digital Marketing and Off-Premise Tressie Lieberman, for PSFK’s Future of Retail virtual conference on “Mobilizing in Times of Uncertainty.” Winston and Tressie discussed how leveraging smart CRM and relevant messaging can reimagine the customer relationship and drive loyalty by:
- Starting with a customer-centric purpose
- Being brave and biased towards action
- Making CRM & loyalty a priority
- Adopting a customer journey-based approach
- Leveraging collaboration as a force multiplier
Times are changing quickly, and consumers alongside them. But it’s during times of friction that brands are also given a unique opportunity to evolve their business and capture the engaged consumer: by activating agile systems that are already in place, while making the necessary pivots to capture fringe behaviors and continue communication to improve the customer experience. View the full session here: https://youtu.be/JM3JyfQkd6k.