DJ Sprague, CMO of Shopper Approved and a reputation management expert, shares his journey from the limousine business to enhancing brand perception. He discusses how exceptional customer service can create memorable experiences that drive loyalty. DJ emphasizes the importance of an integrated marketing strategy, where every department works together to uphold the brand promise. He also highlights the value of leveraging customer reviews for credibility and SEO, while explaining the peak-end rule's impact on customer satisfaction.