Doug Zarkin has spent his career helping brands deliver experiences that make them impossible to ignore. His book, Moving Your Brand Out of The Friend Zone, offers a master class on nuanced strategies that elevate the brand beyond surface-level connections to deeper, more engaged customer relationships. He joined host Mike Berberich to discuss how brands can empower frontline customer service employees to make empathetic choices when dealing with unhappy customers, what many brands get wrong in their approach to customer service, and how to communicate the importance of quality customer interactions at every touchpoint to the C-suite.

On “Marketing News You Might Have Missed,” Mike and show producer Ryan Dinger discussed a PQ Media report that suggests media might be facing an extinction level event and hypothesized what brands might do to succeed should traditional and digital media no longer be the boon for marketing that it once was.

Don’t miss your chance to attend marketing’s premier annual event! Check out the agenda and register for the 2025 ANA Masters of Marketing Conference by visiting www.ana.net/masters.

The On Scope team would love to hear from you! If you have a topic or guest idea for the show, you can email us at onscope@ana.net.