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‘smacking’
Consumers are misbehaving because brands can no longer control the relationship their customers have with them, push messaging and controlling public relations spin now only serves to push customers away and make them more suspicious of the values and belief of the brand they once held dear.
Brands need to approach their customers in the same way that two adults approach each other in conversation, if brands are open in the tone and content with which they communicate, if they are clear what they expect from their customers and what they will get in return and if they are authentic in ...
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