Emotional Branding Case Studies to Emulate Great Customer Experience

Win the Customer

In a year of lackluster Super Bowl ads, one brand that stood out was a spot for antioxidant infusion drink Bai Brands, recently acquired by Dr. Pepper Snapple Group. A classic branding success story is Gap brand Old Navy. Branding Customer Experience Marketing

How to Create a Successful Customer Loyalty Program

Michelli Experience

Having worked with Starbucks since 2004, as I began my journey to my first of two books about them ( The Starbucks Experience and later Leading the Starbucks Way ), friends and colleagues are quick to contact me whenever Starbucks makes the news.

53 Incredible Facebook Statistics and Facts

Brandwatch CX

Facebook was launched on February 4, 2004 , by Mark Zuckerberg and his Harvard College roommates. In March 2004 , Facebook expanded to the universities of Columbia, Stanford, and Yale. Facebook is now the 4th most valuable brand in the world with a value of $73.5bn.

The Power of Classroom Learning

Horizon CX

When I first began my CX journey back in 2004, I was in that state of needing to learn a brand-new discipline where the learning options were few and far between—books, webinars, meetings, vendor conferences, and some short 1-day vendor presentations on the topic.

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Interactions Celebrates 15 Years

Interactions

“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today.

The desire to make a difference in creating a customer-oriented culture – an interview with Kathy van de Laar

ijgolding

While I was there, the agency started working with something called experience-based branding. I found it fascinating to think about how you could build your brand by how you served and communicated with your customers. I started EarlyBridge in 2004.

Whirlpool gets proactive about recalls – At last!

Helen Dewdney

Dangerous dryers under the Hotpoint, Indesit, Creda, Swan and Proline brands were sold in the UK for 11 years. 750 fires have been reported involving Hotpoint, Indesit and Creda tumble dryers during the period 2004 and 2018, including three injuries.

Recognizing Great Staff Performance Is Key to Improving Service Quality

CSM Magazine

OmniServ’s other airport responsibilities include Portering, Bussing and Coaching solutions, Security, Airline Check-In and Baggage Handling, Aircraft Services, Cleaning and, through our travel retail division, Blackjack Promotions, Brand Ambassadors and Retail Hosts.

How customer intelligence software helps companies fight the survey epidemic

Vision Critical

That disintermediation started about a decade ago when customers—for the first time ever—started being able to talk about brands and companies and products without the company engaging in the conversation.”. Jon Reed, the co-founder of the website diginomica , is sick and tired of surveys.

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5 #Leadership Books You Must Read in 2019

CX Journey

I believe the latest edition was updated in 2004. In 2012, I wrote about his first book, Brand Integrity , and in 2013, I wrote about his second, Engaged! Image courtesy of Pixabay What's in your library?

Make the Experience Faster and More Personal

Michelli Experience

I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience). During my more than a decade relationship with the brand, I’ve never ceased to be amazed by the commitment of Starbucks leaders when it comes to continuous improvement for both the customer and employee experience. In fact, the brand recently opened its first “express store” in London’s Canary Wharf.

Bad Data Series: Blockbuster Decided Not to Netflix and Chill

NetBase

We’ll explore the many ways the wrong social analytics solution, offering inaccurate insight, could result in brands misunderstanding potential market opportunities. Blockbuster is the first in our series, showcasing what happens when brands rely on bad data.

Working in Partnership to Deliver Enhanced Customer Service

CSM Magazine

Trust: Building brand reputation and trust by delivering on promises. OmniServ also developed a new brand identity, logos and uniforms. Employees had to feel part of the brand, and they had to trust the people they were working with and the people they were working for.

So Many Customer Experience Lessons – So Little Time!

Michelli Experience

A chain of 9,000 stores in 2004 has been reduced to a brand with three brick and mortar locations. The Papa John’s customer experience lesson requires us to ask where and how might I communicate a thought or feeling in a way that will be hurtful, divisive or destructive to my brand?

The Rise of Millenials and the Need for an Omnichannel Call Center

Magellan Solutions

Say what you want about millennials – the smartphone-toting, selfie-taking generation born between 1982 and 2004 – but there’s no denying their power as consumers. Moreover, these incentives help keep brands competitive.

6 Ways a Survey Maker Can Help You

ProProfs Chat

Invented in 2004, NPS was called the “the one question you’ll ever need.” Customer satisfaction surveys are a measure of how happy or unhappy your customers are with your brand. What makes two brands different? Where your brand can grow. Brand Awareness Rate.

How to engage millennials for customer insight and marketing

Vision Critical

Brands of all sizes around the globe are trying to engage Millennials and understand what motivates them and drives their attitudes and behaviors. Depending on what expert you talk to, this generation could be anyone born from 1982 to 2004 or from 1980 to 1995.

Episode 2 – The Impact of Your Corporate Core Values on the Customer Experience - Transforming the Customer Experience

Kristina Evey

Needle ( 2004 ), stated that organizational culture represents the collective values, beliefs and principles of organizational members. Organize and operate on your brand – cultivate your cultural priorities – design your organization to cultivate the way your company works together? Needle (2004), stated that organizational culture represents the collective values, beliefs and principles of organizational members.

Yelp Factsheet: Stats Your Business Need to Know

ReviewTrackers

Founded in 2004, it has also become one of the top digital platforms for businesses looking to improve their online reputation, enhance their search engine visibility, engage with potential and existing customers, and drive more people to their business locations. Facts and Figures About Yelp.

Restaurant Review Sites: The Ultimate Guide

ReviewTrackers

Founded in October 2004 in San Francisco, California, Yelp is the go-to site for diners looking to discover great places to eat. However, GrubHub plans to remove the Eat24 brand in the near future. The Rise of Restaurant Review Websites. Managing restaurant reviews? So you should.

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16 Popular Review Websites Businesses Should Track

ReviewTrackers

A number of research studies suggest that online reviews are more trustworthy and useful than branded social media content, advertising, information from salespeople, and even natural search engine results. It’s 2018.

A Conversation about Oracle’s’ Chief Customer Officer Experience, With Jeb Dasteel – CB015

Customer Bliss

Between 2004 and 2009, there was a gradual evolution in what Oracle did with customer feedback. Getting the biggest, strongest brands on the planet as advocates for Oracle. Episode Overview. Jeb Dasteel is the Chief Customer Officer at Oracle.

Emotions Drive Spending, But Do You Know Which Ones Drive the Most?

Beyond Philosophy

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It differs from the Recommendation Cluster in that people talk about your brand to people that didn’t ask.

Hacking Your Startup Growth Through Outsourcing

Magellan Solutions

Results from the Designhill’s Design & Branding Perceptions Survey 2015 show that many small businesses and start-ups considered outsourcing as one of their major growth tactics of the year.

Partners

Optimove

Arc’s offering allows brands to nudge the shopper down the path to purchase by creating contextually relevant omni-channel content, engagements and experiences that extend the reach and impact of physical and digital activations to drive sales and post-transaction loyalty. This award-winning technology company provides innovative and reliable software to over 400 online gaming brands worldwide. The comany, founded in 2004, currently sends 50 million messages every month.

How to Choose the Best NPS Software for Your Business [2018 Update]

Retently

Uploading your company’s logo, applying your brand colors and style should be among some of the available customization features impacting the look of your surveys. This way, you can approach the recipients with something they are already familiar with – your brand identity.

CGS Acquires Mas Cerca Contact Center

CSM Magazine

” Established in 2004, Mas Cerca has offices located in Santiago as well as in the southern region, in Valdivia.

Is the Chief Customer Officer a Worthwhile Addition to the C-Suite?

Retently

Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth. To make the customer truly feel valuable to the brand, the Chief Customer Officer unifies the way all employees view consumers.

Restaurant Review Sites: The Ultimate Guide

ReviewTrackers

Founded in October 2004 in San Francisco, California, Yelp is the go-to site for diners looking to discover great places to eat. However, GrubHub plans to remove the Eat24 brand in the near future. The Rise of Restaurant Review Websites. Managing restaurant reviews? So you should.

Give Your Customers the Gift of Live Engagement This Christmas

CSM Magazine

Consumers are inundated with options of where to buy from and it’s more important than ever to differentiate your brand. There are dozens of brands across multiple websites at every price to suit your budget.

POV: The Choice Dilemma

Responsetek

Choice Paralysis; why too much of a good thing can be harmful to your brand. Have you ever walked into a supermarket to buy a new product, something you haven’t consumed before and stood in front of the aisle, caught in a paralysis of knowing which choice to make given the multiple brands and variants you are faced with? When you walk to the aisle in a supermarket, you are greeted by a wall of multiple variants from each different brand.

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How to Claim Your Yelp Business Page

ReviewTrackers

Founded in 2004, San Francisco-based Yelp has collected approximately 171 million crowd-sourced reviews of businesses in a wide range of categories, from restaurants and hotels to dentists, boutiques, and mechanics. Why Claim Your Yelp Business Page?

How To 101

Customer loyalty: how to seduce customers

LiveChat

Too many companies offer way too many products to stay loyal to one brand. You can come out with the most brilliant idea of bonding customers to your brand, but if you forget about basics, it’s not going to work out. They are loyal to brands they share their values with.

Customer loyalty: how to seduce customers

LiveChat

Too many companies offer way too many products to stay loyal to one brand. You can come out with the most brilliant idea of bonding customers to your brand, but if you forget about basics, it’s not going to work out. They are loyal to brands they share their values with.

Beyond the Hotel: Earning Guest Loyalty with Hospitality Tech

Currency Alliance

The Resolution Foundation, a UK-based research organization, recently published data showing that 11% of the market for “hotels and similar accommodation” was owned by the top 5 brands in the sector in 2016; a drop of three percentage points from 2004[i].

Data Science Reveals 3 Problems with the NPS Dogma

Bob Hayes

2004; Fornell, et al., I found that the correlation between the Mean Score and the NPS across the 48 brands was.97! Advocacy Loyalty is the extent to which customers advocate your product and/or brand and leads to the acquisition of new customers.

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Data Science Reveals 3 Problems with the NPS Dogma

Bob Hayes

2004; Fornell, et al., I found that the correlation between the Mean Score and the NPS across the 48 brands was.97! Advocacy Loyalty is the extent to which customers advocate your product and/or brand and leads to the acquisition of new customers.

NPS 91

How to Claim Your Yelp Business Page

ReviewTrackers

Founded in 2004, San Francisco-based Yelp has collected approximately 171 million crowd-sourced reviews of businesses in a wide range of categories, from restaurants and hotels to dentists, boutiques, and mechanics. Why Claim Your Yelp Business Page?

Subconscious Clues That Call People to Action

Beyond Philosophy

This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. Surely the manager of the aforementioned market won’t leave you facing umpteen brands of shaving foam to muddle through on your own. Decisions, decisions…we make them all the time about all kinds of things, and many times without even thinking about it.

Retail 101

Patient Feedback: A Strategic Guide

ReviewTrackers

It can be dinner at a nearby restaurant, an executive suite in a hotel out of town, a fancy new dress or a brand new car… whatever. “Though Yelp’s health reviews date back to 2004, more than half of them were written in the past two years. The Rise of Patient Feedback.