InMoment XI

SEPTEMBER 20, 2023

By Simon Fraser, InMoment + Kirstin Simons, NPSx by Bain & Company NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries.

Net Promoter Score 260

Net Promoter Score NPS Retail Trends 260

InMoment XI

FEBRUARY 3, 2022

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. We’ve spent a lot of time on the InMoment blog discussing the importance of a seamless experience. Revolutionary even.

Employee Experience 529

Employee Experience Customer Experience Brands Social Media 529

Lumoa

DECEMBER 19, 2023

Here are three examples of AI applications in unveiling market trends: Social media sentiment analysis : Some AI-powered tools can analyze social media conversations and identify trends and shifts in customer sentiment related to specific products, brands, or industries.

Analysis 208

Analysis Social Media Trends Feedback 208

InMoment XI

AUGUST 2, 2023

What we can Learn From the top Brands in the UK One size doesn’t fit all, but knowing essential NPS best practices that can fit any program is a great place to start. In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction. Take The Lead!

NPS 260

NPS Customer Centricity Tips Automotive 260

ShepHyken

MAY 31, 2019

If we were to inquire as to the last time you had an exceptional experience as a customer it wouldn’t likely take you long to describe the lasting impression made upon you by a brand and how pleased you were with the outcome. Same goes for a poor experience and how badly it turned you off from that company, brand or product.

Customer Experience 117

Customer Experience Touchpoint User Experience Feedback 117

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. Regular engagement also shows customers that their opinions are valued, enhancing their overall perception of your brand.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

SAP Customer Experience

DECEMBER 7, 2023

Welcome to this little blog, where your opinion takes center stage! We’re excited to invite you to participate in our Energy and Utilities Branding Survey – a unique opportunity for you to shape the future of our brand. Let’s explore why your perception matters, shed a light on the underestimated.

Survey 77

Survey Brands Customer Experience Customers 77

InMoment XI

SEPTEMBER 14, 2023

This article delves deep into the critical role that reputation management plays in determining a brand’s success. We’ll explore how effectively managing public perception can significantly impact your brand’s credibility, consumer trust, and financial outcomes.

Brands 260

Brands Management Social Media Effort Score 260

ShepHyken

FEBRUARY 22, 2019

This week we feature an article by Stacy Sherman who reminds us that brands must not compete on price alone and shares a great story to illustrate this point from Stacy’s Pita Chips. – Shep Hyken. I share my story because it serves as a reminder that brands should not compete on price alone. I’d love to hear your examples.

Hotels 108

Hotels B2C Loyalty B2B 108

Lumoa

MARCH 8, 2023

Delivering top-notch CX increases customer loyalty and enhances brand reputation, which can boost revenue. To stand out and be different, telcos must think outside the box and emphasize their brand value in day-to-day operations and CX. This can be achieved by living up to customer promises and delivering a unique brand experience.

Industry 208

Industry Customer Centricity Telecommunications Feedback 208

ShepHyken

MARCH 22, 2019

Customers are really looking for “any channel” access to their favorite brands; one day they hit the brick and mortar, and the next day they access the app from their phone. The post Guest Blog: Digitizing the Customer Experience Without Losing the Customer appeared first on Shep Hyken.

Customer Experience 108

Customer Experience User Experience Customers Technology 108

ShepHyken

MARCH 29, 2019

As PWC recent study reveals , the price is what makes consumers shop at a particular retailer; the desired item being in stock, trust to the brand and a good location come next. The post Guest Blog: How to Boost Retail Customer Experience Through AI-powered Price Optimization appeared first on Shep Hyken.

Retail 105

Retail Customer Experience How To Ecommerce 105

ShepHyken

FEBRUARY 16, 2018

Contextualizing your brand’s place amongst competitors in the industry you encompass is vital to creating a leading Customer Experience. Brands in any industry can benefit from a competitive benchmarking program because the information collected can have a direct impact on the Customer Experience platform you produce.

Measurement 86

Measurement Ecommerce Analysis Industry 86

GetFeedback

DECEMBER 16, 2019

Improve brand perception. By using customer feedback, you’re able to influence brand perception during the initial stages of the buyer’s journey. billion social media users and according to Statista, 25% of these users know about brands through the recommendations they get on social media. There are 2.77

Feedback 195

Feedback Industry Social Media Wait Times 195

BirdEye

DECEMBER 8, 2023

We live in a world where one tweet, review, or post can tip the scales for your brand. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. In the fast-moving online world, keeping up with what people think and say about your brand is a big challenge.

Strategy 115

Strategy Management Social Media Brands 115

Optimove

APRIL 23, 2024

The survey and report delve into consumer attitudes toward marketing fatigue, providing essential insights for brands navigating the ever-evolving marketing landscape. Marketing fatigue occurs when consumers feel overwhelmed by the volume or repetition of brand messages, leading to reduced engagement and negative perceptions.

Marketing 75

Marketing Survey Report Consumers 75

NICE inContact

MARCH 14, 2019

Customer experience has never been more important in earning loyal brand advocates — and customers expect excellence when they engage with a brand. Consider these statistics: 8 in 10 consumers will switch brands after a bad customer experience. appeared first on NICE inContact Blog. Here’s How to Keep Up.

Customer Expectations 171

Customer Expectations Contact Center How To ROI 171

ShepHyken

JUNE 8, 2018

After just one bad customer support experience, trust in a brand is gone forever. Consumer empowerment (social media has consumers publicly sharing stories about buying experiences) is diluting customer loyalty to brands and raises expectations about post-purchase support. User lover blossomed: Moving from fans to brand ambassadors.

Social Media 75

Social Media Video Case Study Customers 75

2020 Research

APRIL 17, 2023

Imagine this: You’ve invested countless hours into crafting your brand. Enter brand tracking – a game-changing tool that empowers you to navigate the intricacies of consumer perception. What Is Brand Tracking? But how can you accomplish this with ease and speed? Chat with our experts today!

Brands 89

Brands Comparison Consulting ROI 89

ShepHyken

SEPTEMBER 27, 2019

This is the story of how one brand shocked and awed my entire family. the top benefits of personalization include, improved customer experience (55%), improved brand perception (39%), and increased lead generation and customer acquisition (46%). He was all set to head off to doggie boot camp … or so we thought. The Bottom Line.

Customer Experience 114

Customer Experience Loyalty Engagement Customers 114

Comm100

JULY 20, 2021

Nowadays, though, a good customer service experience can be the deciding factor between two competing brands. Chatbots are also tools that increase efficiency and automation and positively impact customers’ perceptions of a brand. . Untrained agents can have serious repercussions on the public perception of your brand.

Chatbots 143

Chatbots Customer Service e-support Customers 143

BirdEye

NOVEMBER 15, 2023

Online reviews have the power to transform customer perceptions on a massive scale. When shoppers express their love for your brand online, they’re not just speaking to friends; they’re announcing to the world that you are the best in the business. We’ve all heard it before: word-of-mouth can make or break a business.

Retail 110

Retail Brands Consumers Case Study 110

ShepHyken

MARCH 2, 2018

And for luxury brands, loyalty is the make-or-break factor, more so than in other retail segments. These are the forces that trigger a transaction, not the other around, and luxury brands have to embrace this fact. The post Guest Blog: Why Luxury Retail KPIs and Incentive Schemes Need a Makeover appeared first on Shep Hyken.

Retail 79

Retail Culture Sales Study 79

CloudCherry

SEPTEMBER 11, 2019

What brand has wowed Annette, personally? Add in some straight-forward conversation (with our own James Gilbert) about The Candidate Experience, ‘Hard Stuff’ vs. ‘Soft Stuff’, monetary and non-monetary incentives for employees, and the role technology takes in the whole process, and you’ve got yourself one deliciously instructive cocktail.

Customer Experience Professionals 199

Customer Experience Professionals Employee Experience Leadership Course 199

GetFeedback

MAY 9, 2019

Think about the last time you had a great experience with a brand. Now think about the last time you had a really bad experience with a brand. . We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants. That’s because a bad customer experience interrupts our day.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

BirdEye

NOVEMBER 28, 2023

In this blog, we’ll explain how to create a fool-proof restaurant reputation management process and build a 5-star online reputation. While you can’t control what people say about your restaurant, you can affect perception. You must monitor what your customers say about you, respond to their remarks, and use their feedback to improve.

Tips 108

Tips Management Social Media Feedback 108

Win the Customer

JUNE 13, 2023

This psychological phenomenon, rooted in our innate desire to conform and belong, can be harnessed to positively influence customer perception and loyalty. In this blog post, we’ll explore how embracing the Bandwagon Effect can lead to a more enriching customer experience.

Customer Experience 52

Customer Experience Social Media Case Study Innovation 52

Michelli Experience

AUGUST 15, 2017

Today, however, I understand the power of associations – not only in the context of one’s personal brand but for corporate brand health as well. From my perspective, your customer experience is the sum of perceptions consumers have about your brand based on their interactions with you. TIKI® brand.

Social Media 113

Social Media Consulting Brands Customers 113

Daniel Group

JULY 1, 2023

Welcome to Success Strategies | July 2023 Are You Losing Customers and Hurting Your Brand Because of Poor CX? Is poor CX causing customer loss and brand damage? In today’s competitive business landscape, customer experience (CX) plays a pivotal role in shaping brand perception and customer loyalty.

Brands 52

Brands B2B Touchpoint Effort Score 52

Opinionator

DECEMBER 28, 2023

A clean restroom directly impacts brand perception, customer satisfaction, and revenue. Smart systems have developed to improve restroom […] The post Restroom Alerts Simplified: Cell Phones Beat Costly Monitoring Systems appeared first on Opiniator.

System 52

System Customer Satisfaction Study Brands 52

BirdEye

JANUARY 25, 2024

In this post, we’ll cover how automating your review sharing can help you generate buzz for your brand across social networks. Instead of creating designs for each review, you can ensure these auto-generated posts are on-brand with eye-catching pre-built templates. This dilutes brand recognition and risks confusing followers.

Social Media 110

Social Media Brands How To Multi-Channel 110

ProProfs Chat

JULY 30, 2021

Be it a small or a big business, good brand perception is the common business goal. The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you?

Brands 111

Brands Net Promoter Score Social Media e-support 111

Feedbackly

NOVEMBER 17, 2022

However, as we have pointed out in our previous blogs, NPS alone is not enough to gain a good overview of customer experience because it is a survey designed for the post-purchase phase. While it is intended to sum up the customer’s perception of the buying journey, it doesn’t provide an accurate overview of the preceding stages.

NPS 98

NPS Net Promoter Score How To Touchpoint 98

NICE inContact

JUNE 7, 2018

Modern customer expectations have never been higher, and businesses understand that customer experience is a leading brand differentiator. Businesses believe they are delivering on the promise of omnichannel experiences, but this perception doesn’t align with those of their customers. appeared first on NICE inContact Blog.

Omni-Channel 120

Omni-Channel Consumers Customer Experience Social Media 120

Uniphore

FEBRUARY 25, 2019

It is at this time that the solution can either enhance brand perception or hurt brand perception, so the importance of self-service cannot be over emphasized. Self-service is often the first step of the customer service journey. Factors driving organizations to invest in self-service include: Read More.

Self Service 100

Self Service Company Brands Customer Service 100

NICE inContact

MAY 16, 2019

Typically, the Net Promoter concept is applied to brands and products. Our second annual study delves into attitudes and perceptions about customer experience and service delivery — from the perspective of both customers and contact center leaders. appeared first on NICE inContact Blog. phone, chat, IVR).

Net Promoter Score 136

Net Promoter Score Contact Center Social Media Chatbots 136

Feedbackly

AUGUST 31, 2023

But, it does mean that you need to integrate a new perspective when positioning your brand before your customers. Interestingly, brands have the ability to evoke specific emotions and thereby influence the buying behavior of their customers. It looks at the emotional experience customers receive from a brand.

Brands 98

Brands Customers Loyalty Engagement 98