Jeffersonville, Ind.

It's not earth-shattering to admit that consumers today have a new set of attitudes and beliefs that have been shaped by experiences not only with brands, but also through their personal and professional networks. It's consumers—who are smarter, more empowered and digitally savvy—who decide which brands earn their trust AND how they want to engage with these trusted brands. Gone are the days when a 1-800 number was all a brand needed to interact with its customers. Today, CMOs need to implement a strategic customer engagement plan across channels—especially on social media.

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