Bridging the Gap: Reviving Customer Loyalty

This chapter explores the issue of 'inshittification' in marketing and customer experience, highlighting the growing chasm between brand promises and actual customer interactions. It emphasizes the urgent need for organizations to integrate emotional branding into customer experience metrics to enhance loyalty, while addressing the digital landscape's complicating factors. Through data analysis and guest insights, the chapter advocates for collaboration between brand marketing and CX teams to foster impactful strategies that prioritize customer satisfaction.