According to Robert Rosenberg, former CEO of Dunkin’ Donuts, brand building strategy and creating brand loyalty relies on great customer experience and listening carefully to the market and target audience:

“I don't think you can create a brand without creating a great customer experience. The brand represents something to the customer that reflects what they want, their experience, and connection with the brand.”

Read the full transcript: https://www.cxotalk.com/episode/customer-loyalty-brand-development-dunkin-donuts-ceo

In this conversation, you will hear about these topics:

-- Customer experience and brand awareness
-- Measurement and metrics for building brand awareness
-- Listening to the customer
-- Market testing based on consumer data
-- Brand development process at scale
-- Digital transformation at Domino’s Pizza

Robert M. Rosenberg served as chief executive officer of Dunkin’ Donuts and Baskin Robbins from 1963 until his retirement in 1998. Under the leadership, the company grew from a regional family business to one of America’s best known and loved brands. Robert is the author of AROUND THE CORNER TO AROUND THE WORLD: A Dozen Lessons I Learned Running Dunkin’ Donuts. After retiring from Dunkin, Rosenberg taught in the Graduate School at Babson College and served many years on the boards of directors of other leading food service companies, including Domino‘s Pizza and Sonic Restaurants.