EPISODE 27: YOUR CUSTOMERS AND YOUR BRAND WITH KEVIN HAINS

What can you learn about your brand from your customers? Richard chats with Kevin Hains, Head of Insight at giffgaff, the UK mobile service provider that is "Up to Good" about his experiences using time-response measures to learn more about how customers connect with the brand. Kevin talks about how an effective brand triggers a customer's emotional response to a product, and understanding that connection helps to quantify the trust that a customer has in that product - and how a community can emerge around a product!