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.”


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