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Bridging the Brand Gap Between Engagement and Experience - Adam Pierno, Arizona State University

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Bridging the Brand Gap Between Engagement and Experience - Adam Pierno, Arizona State University

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Connecting the digital experience and brand experience to build long-term customers and fans, by embracing effective brand moments. Most best practices of digital experience revolve around identifying points of friction and shaving them down, optimizing for an efficient buying experience for customers and offering nothing that might distract them. The most interesting companies understand that some decisions and key interactions can be better leveraged to be memorable, remarkable and build long-term relationships with their specific target customers. The best loved brands match their digital and IRL experiences, using strong brands as connective tissue. Using real-world examples, Adam demonstrates how certain brands win in their spaces by choosing brand over efficiency. Three things listeners will learn:
- Rethink digital experience through the brand lens
- Understand how to determine what customers really want
- Recognize the key elements of their brand experience

Connecting the digital experience and brand experience to build long-term customers and fans, by embracing effective brand moments. Most best practices of digital experience revolve around identifying points of friction and shaving them down, optimizing for an efficient buying experience for customers and offering nothing that might distract them. The most interesting companies understand that some decisions and key interactions can be better leveraged to be memorable, remarkable and build long-term relationships with their specific target customers. The best loved brands match their digital and IRL experiences, using strong brands as connective tissue. Using real-world examples, Adam demonstrates how certain brands win in their spaces by choosing brand over efficiency. Three things listeners will learn:
- Rethink digital experience through the brand lens
- Understand how to determine what customers really want
- Recognize the key elements of their brand experience

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Bridging the Brand Gap Between Engagement and Experience - Adam Pierno, Arizona State University

  1. 1. KEYNOTE Adam Pierno ASSOCIATE VICE PRESIDENT ARIZONA STATE UNIVERSITY Bridging the Brand Gap Between Engagement and Experience PHOENIX, AZ ~ NOVEMBER 17 - 18, 2022 DIGIMARCONSOUTHWEST.COM | #DigiMarConSouthwest
  2. 2. Hi! I’m Adam @apierno
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  7. 7. Tesler’s law of conservation of complexity
  8. 8. The seamless experience optimizes prevention of exits from transactional flows
  9. 9. 9 Forgot password?
  10. 10. 10 Forgot password?
  11. 11. 11
  12. 12. 12
  13. 13. 13
  14. 14. 14 Experience Peak End Satisfactio n Time
  15. 15. 15
  16. 16. How brands connect goals Business Best customers 16
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  18. 18. 18
  19. 19. It’s not all confetti
  20. 20. 20
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  22. 22. 22
  23. 23. 23
  24. 24. Thanks! Adampierno.com @apierno

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