Customer Engagement or Customer Entrapment?
Just before the pandemic hit, I was invited to speak – and to moderate a fireside chat – at a major global event. Sadly, the event was canceled, but I had spent a bit of time with the event organizer and the panelists, wading through topics and questions for the fireside chat. One of the questions I was going to ask the panelists was something along the lines of:
“In order to truly engage with customers, brands need to build trust. What are brands doing to build that trust? Consider each of the following scenarios.”