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Video: Avoiding the "Brand Death Spiral"

Posted by Josh Mendelsohn on Wed, Apr 07, 2010

Recently, I posted on why companies should incorporate some measure of customer experiences into their brand research.  In short, doing so helps organizations increase alignment and puts a spotlight on cases where front line interactions are undermining the brand.  Or as CMB brand guru Rich Schreuer calls it - entering "the brand death spiral." 

Below, Rich explains the brand death spiral and its importance.

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Posted by Josh Mendelsohn. Josh is our VP of Marketing and loves live music, tv, great food, market research, New Orleans, marketing, Boston and sports. You can follow him on Twitter @mendelj2. 

Topics: customer experience and loyalty