"Long term brands look to different measures – hopefully, their purpose and ambitions – to evaluate whether they are on track. They also recognize that brands live or die on their ability to generate trust. Those brands that focus on quality and responsiveness, that respond to customer needs and engage in regular conversation are more likely to keep customers. No customer stays with a brand because of how it is performing financially. They stay, or re-select a brand, because of their own experiences and the experiences of those around them. And the most likely encounter they will have – until chatbots take over the world – is with people." https://lnkd.in/eHzM6Ma …see more