In this episode Tom is joined by David Blake, a customer engagement giant with experience across utilities, fashion, electronics and luxury. David has led loyalty and CRM for brands such as Curry's, New Look, Boohoo and Topshop in the UK, before moving to Dubai to help Al Tayer Group build their coalition loyalty across luxury fashion brands.
David has a wealth of experience across the end-to-end customer experience chain and really brings this to life in this podcast. First of all, talking about the importance of the customer value chain and how brands MUST always keep this as the brand priority. David then goes on to talk through how important it is for brands to have a unified and seamless customer experience.
Often this is developed through simple journey testing that many brands ignore, and for brands looking to create this as a USP, it's about investment in technology