How can media brands strengthen their relationship with their customers?

Last week I chaired this session at the Guardian’s Changing Media Summit. The contributions from all five panelists are worth revisiting but I was particularly struck by:

– Ashley Highfield, CEO Johnston Press, on engagement (“I don’t think we do engagement well enough”) [26:35 apprx]

– Natasha Christie-Miller, CEO Emap, on how they measure what she calls “customer joy” [12:45 apprx]; and

– Tim Hunt, marketing director, Guardian News and Media, on the lessons from the title’s Facebook app [34:40 apprx]


You can view the discussion here and in due course I’m going to put some thoughts together for the Guardian Media Network.

 

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