Warmth, competency and customer experience - Interview with Chris Malone about The Human Brand

Today’s interview is with Chris Malone, founder of Fidelum Partners and recent author with Professor Susan T Fiske at Princeton of a new book: The Human Brand: How We Relate to People, Products, and Companies. Following an introduction by Stan Phelps, who reviewed the book here, Chris was kind enough to make some time to talk to me about the book, what's changing around us and how we can make businesses or brands more human and why that is important. This interview follows on from my recent interview: Power to the customer – Interview with Matt Gorniak of G2Crowd – and is number ninety-six in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.