CSM Magazine

APRIL 7, 2021

For many brands, the post-purchase experience is an afterthought. The post-purchase experience is one of the most critical, fragile parts of the customer journey. Getting this stage wrong could mean driving brand reputation into the ground. Getting this stage wrong could mean driving brand reputation into the ground.

Retail 52

Retail Brands Transportation Customer Journeys 52

NetBase

NOVEMBER 8, 2019

Brands put lots of work in to capturing an increasingly complex consumer base. But they’re still failing in a key phase of the CX journey – post-sale. The data available to brands can be overwhelming. But we’ll loop back to that point in another post! Brands Are Failing to Capture All of the Insight.

Report 45

Report Sales Brands Analytics 45

NetBase

NOVEMBER 8, 2019

Brands put lots of work in to capturing an increasingly complex consumer base. But they’re still failing in a key phase of the CX journey – post-sale. The data available to brands can be overwhelming. But we’ll loop back to that point in another post! Brands Are Failing to Capture All of the Insight.

Report 40

Report Brands Sales Analytics 40

Influitive

JANUARY 24, 2019

B2B brands and products are no different. The post A Peek Inside Forrester’s New Report On How Brands Can Win At Post-Sale Marketing appeared first on Influitive. You tell everyone, especially the people most likely to find it interesting. But is your entire company doing enough to make your customers’ voices heard?

Report 74

Report Sales Brands Marketing 74

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. brands must recognize that the ability to manage their digital channels and digital reputation is a crucial success factor. .

Automotive 260

Automotive Management Social Media Feedback 260

InMoment XI

MAY 25, 2023

Customers are the lifeblood of any business, and providing them with a great experience can lead to increased loyalty, higher satisfaction, and improved brand reputation. It’s simple: every company needs customers, but what happens when there are so many brands to choose from? How can brands stand out?

Customer Experience Design 484

Customer Experience Design Customer Experience Customer Journeys Competitive Advantage 484

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. In this stage, you have the opportunity to set up a strong foundation for your program; a strategy that aligns with the overall business values, financial objectives, and brand promises.

Voice of Customer 558

Voice of Customer Examples Strategy Net Promoter Score 558

InMoment XI

APRIL 25, 2024

And, of those consumers, only 34% of them would recommend their brand to friends and family. Based on data and market research, we’ve pulled together some reputation management strategies that are most likely to land with your customers and improve your brand reputation. Financial services providers are tasked with a unique challenge.

Financial 260

Financial Management Banking Insurance 260

InMoment XI

NOVEMBER 30, 2023

That’s why maintaining a positive brand reputation is crucial for business success. Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. What is Brand Reputation Management? These tools are essential for understanding how your customers are talking about your brand.

Brands 378

Brands Management Multi-Channel Social Media 378

InMoment XI

MARCH 5, 2024

Other examples of unstructured data sources include social media posts, call transcriptions, and customer reviews. Normal data analysis won’t be able to tell you about a customer’s feelings related to your brand, and how those feelings will affect their interactions with your brand in the future.

Data 260

Data Customer Experience Social Media Analysis 260

InMoment XI

MARCH 26, 2024

Learning how to ask for a review can do wonders for your brand. Reviews support your brand reputation management strategy. A stream of 5-star reviews from customers helps showcase the best that your brand has to offer. It encourages customer engagement and fosters a sense of community around your brand.

Examples 260

Examples Brands Strategy How To 260

InMoment XI

JULY 20, 2022

Organizations around the world are actively evaluating—and seeking to better understand—the decision-making and behavioral influence of employee and customer trust, the drivers of emotional bonding with a brand or company, and what is required to create and sustain a more valuable branded experience. Check out these must-read articles!

Brands 493

Brands B2C B2B Financial 493

inmoment

NOVEMBER 29, 2018

But without trust, brands can’t cash in on it, and it may actually cost them. Since consumers have more power over their data than ever, it’s up to brands to explicitly state the value they’ll deliver in exchange for it — and then consistently keep their promises. Data is the new currency. That brings me to my next point.

Brands 40

Brands Social Media Report Policies 40

Experience Investigators by 360Connext

NOVEMBER 7, 2023

If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. How To Build Customer Loyalty Brand leaders often associate “customer loyalty” with a customer’s likelihood of making repeat purchases. Customers expect (and deserve!)

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

C3Centricity

APRIL 23, 2024

By creating valuable content that resonates with their target audience, brands can foster engagement, build community, and drive conversions without hefty ad spending. Content marketing, email marketing, and social media platforms provide avenues for reaching large audiences at a fraction of the cost of traditional advertising.

ROI 226

ROI Marketing Social Media How To 226

Natalie Petouhof

MAY 26, 2017

Tweet In the age of instant gratification, brand loyalty is not what it used to be: Today, you can get your groceries delivered straight to your home, request a ride across town via Uber or Lyft, and turn to a service like Amazon Prime to bring nearly anything else you want to your doorstep. Tailor Your Approach. Provide an Experience.

Loyalty 40

Loyalty Brands Social Media Contact Center 40

MyCustomer

APRIL 23, 2020

Engagement 4 practices to prepare for post-pandemic CX.

Brands 55

Brands Engagement 55

Comm100

APRIL 10, 2024

An uptick in brand loyalty, something that makes the $323 billion spent yearly on loyalty management worth it. For instance, a specialized AI model might be able to help online brands with earning links , which can enhance SEO rankings and brand awareness. The result?

Customer Service 212

Customer Service Chatbots Analytics Customers 212

Beyond Philosophy

APRIL 26, 2024

Drawing parallels to personal experiences, such as loyalty to sports teams (Lutown Town Football Club, recently reinstated in the Premiership) and brands like Apple (naturally), they highlight the importance of trustworthiness and the willingness to go the extra mile in fostering loyalty.

ROI 89

ROI Loyalty How To Sports 89

BirdEye

JANUARY 25, 2024

But constantly compiling positive excerpts and turning them into tailored social media posts is hugely labor intensive. In this post, we’ll cover how automating your review sharing can help you generate buzz for your brand across social networks. This dilutes brand recognition and risks confusing followers.

Social Media 110

Social Media Brands How To Multi-Channel 110

Beyond Philosophy

APRIL 19, 2024

Businesses leverage storytelling to establish their brand identity, often highlighting humble beginnings or overcoming adversity. Stories simplify complex concepts, facilitate self-awareness, and enhance brand perception. By tapping into emotions and personal experiences, storytellers can make their points resonate with the audience.

Customer Engagement 89

Customer Engagement Engagement How To Video 89

BirdEye

JANUARY 17, 2024

Juggling multiple social media profiles across various locations is no small feat — it’s a make-or-break task for your brand’s online presence. And the wrong post at the wrong time can torpedo your brand’s reputation faster than you can say “delete!” Let’s dive in. Watch the Free Demo Now.

Social Media 109

Social Media Multi-Channel Software Feedback 109

Doing CX Right

OCTOBER 21, 2023

Award-winning podcaster, Stacy Sherman, highlights its role to amplify speakers, boost brands, and enrich customer engagement. The post Podcasting Power: Elevating Brands & Speakers appeared first on Doing CX Right. Why does podcasting matter?

Brands 116

Brands Customer Engagement Engagement Customers 116

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 64

Marketing Survey Report Consumers 64

eglobalis

JUNE 12, 2023

The Rising Tide of Brand Purpose in B2B , The time of brand purpose The post The Rising Tide of Brand Purpose in B2B appeared first on Eglobalis.

B2B 116

B2B Brands Measurement Metrics 116

Doing CX Right

FEBRUARY 1, 2024

Learn how to turn every customer experience mistake into a strategic opportunity that strengthens brand loyalty and human connections. The post Embracing Human Error: Turning Mistakes Into Meaningful Customer Experiences appeared first on Doing CX Right.

Customer Experience 111

Customer Experience Loyalty Connections Customers 111

Adrian Swinscoe

APRIL 23, 2024

The research found that […] The post New Adobe research: Generative AI is changing what consumers expect from brands first appeared on Adrian Swinscoe. About a year ago, I spoke to Luc Dammann, President EMEA at Adobe, about some new research that Adobe had just published.

Consumers 59

Consumers Brands Technology Leadership 59

Beyond Philosophy

APRIL 25, 2024

That’s a part of the storytelling that creates emotional connections with a brand. That understanding will help you feel more emotionally connected to the brand. Brands that want to communicate this to their customers need an explanation that helps them understand how that is possible. A brand that uses this tactic is Ikea.

Customer Engagement 78

Customer Engagement Engagement Exercises Connections 78

Brandwatch CX

FEBRUARY 20, 2024

Here’s how to decide on the right tool to monitor your brand on social media. Today, there will be over half a billion posts published on X (formerly Twitter), 95 million Instagram posts, and over 800k Reddit posts. Mentions about your brand. Millions of data points are created every day on social media.

Social Media 87

Social Media Tools ROI Measurement 87

Doing CX Right

OCTOBER 8, 2023

You'll learn actionable strategies based on case studies of leading brands. The post Designing Immersive Customer Experiences Based on Leading Brand Case Studies appeared first on Doing CX Right. Joe Wheeler joins Stacy Sherman to discuss how you can design immersive customer experiences in a digital-first world.

Case Study 105

Case Study Study Brands Customer Experience 105

BirdEye

SEPTEMBER 12, 2023

There is heavy competition among brands on social media. This blog post details the top social media best practices a business needs to use social media to its full potential. Build a strong online reputation by sharing customer reviews, testimonials, and product information that makes the brand seem approachable to the customers.

Social Media 105

Social Media Guidelines Video Analytics 105

ECXO

APRIL 10, 2024

Drawing a parallel between these concepts and customer experience, we find that the ‘frequency’ of customer emotions can significantly impact their experience with a brand, product, or service. When customers associate high-frequency emotions with a brand, they are more likely to have a positive experience and vice versa.

Connections 111

Connections Customer Experience Social Media Analysis 111

Joe Rawlinson

JANUARY 22, 2024

Building local brand awareness is just as important as creating a strong online identity. Local brand awareness is particularly important for smaller businesses that are trying to grow in their chosen industries. However, it’s something that every brand can benefit from and should think about.

Brands 78

Brands How To Sports Social Media 78

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. As a brand manager or customer satisfaction consultant, this lets you show real progress in the short term and demonstrate that your work is producing measurable value.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

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 116

Strategy Management Social Media Brands 116

eglobalis

APRIL 24, 2023

$402bn is on the table for brands that simplify their CX and EX – Customer experience The post U$ 402bn is on the table for brands that simplify their CX and EX – here’s why appeared first on Eglobalis.

Brands 119

Brands Customer Experience Measurement Metrics 119

Beyond Philosophy

JUNE 15, 2023

Your brand is in a relationship with your customers. Unfortunately, people often form codependent or dysfunctional relationships with brands. To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. We all have relationships with brands.

Brands 145

Brands Banking Insurance Conference 145