On purpose (Kogan Page Ltd)

Customer experience has rapidly changed and evolved as bold brands have paved the way for a new kind of brand perception. Marketers face new challenges as a result of consumer cynicism with large brands and search for brands that are 'Purpose' led rather than profit led and who strive to go beyond what customers expect. The emergence of digital channels has shifted power from direct marketing that tells a specific story to the customers overall feelings and perception of the brand. With a constant stream of new communication channels emerging - new social networks that engage more and more people; more content to be absorbed and shared - and more people to reply to, the focus of most organisations is to 'jump on the bandwagon' but the real challenge is how you stay true to you brand purpose and embrace the new channels to make your brand stand out? On Purpose reveals how to do this with its framework for success: STAND UP - Be clear about your brand purpose and promise STAND OUT - Define, Design and Deliver distinctive customer experiences across multiple channels STAND FIRM - Create strong cultures that sustain results.Create employee experiences to complement the customer experience