The presentation provides a customer perspective on how the advertising and marketing world has been flipped on its head since social media networks have flourished. It has enabled the consumer to drive the conversation, use multiple channels/mediums to express their opinion, likes/dislikes.
Brands must build deep relationships of trust with their consumers and consistently work towards serving them better to retain their experience.
It then moves on to provide examples of how brands across industries have adopted the service oriented approach to engage and convert customers by providing services.
