Digital Transformation

Editor’s Letter: Brands Face Challenges Relating to Consumers and Avoiding Missteps

Customers demand superior service and a stellar reputation

ed-letter-accenture-03-12-PAGE-2018 — According to Accenture Interactive’s Global Consumer Pulse 2018, 23 percent of U.S. consumers have higher expectations of customer service than a year ago.

March 11, 2018

How can you keep pace with an accelerating marketing ecosystem? Join us at Brandweek Sept. 12–16 in Miami alongside leading CMOs, founders and change makers from Gatorade, Marriott, Alo Yoga, Campbell's, Uncommon James and more. Book now.

When it happens, it moves so fast that your initial feeling is disorientation. That quickly flips to nausea, fear and then panic. I’m of course talking about a brand crisis unfolding before the world, supercharged by social media and shared and commented on into oblivion. You’ve been dragged.