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.

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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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 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.

Modernizing the Library Experience, With Alison Circle – CB006

Customer Bliss

Following that she was Creative Director and Account Director at Jack Morton Worldwide, a global branding agency. In 2004 she joined CML as Director of Marketing and Strategic Planning. That was in 2004 — and to a large extent she’s still working on elements of those plans.

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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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.

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.

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.

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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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.

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.

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.

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.

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.

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.

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.

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

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 93

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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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].

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?

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.

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

10 Leaders Share Their Customer Success Career Paths

Amity

I got started in this industry back in 2004, shortly after I graduated from college. I went to school for brand communications and marketing. I graduated wanting to go work as a Brand Manager for a big fortune 500 company.

Why Should You Care About Customer Experience?

Feedbackly

64% of people think that customer experience is more important than price in their choice of a brand. Research from Salesforce tells us that 75% of people now expect a consistent experience wherever they engage with brands – be it through social media, mobile, or in person.

Why invest in the Net Promoter Score?

Thematic

NPS measures these recommendations, and in many industries, you can use it to compare your customers’ brand loyalty against those of your competitors’ customers. 7 times more likely to forgive brands for errors.

Customer Service of the Future: 3 Most Important Customer Experience Trends

LiveChat

Facebook was invented in 2004, and although it was just a network back then, many businesses adopted it as an additional customer support channel. Time has become one of the most valuable assets in consumers’ life, so they highly appreciate those brands which let them save it.

Service Untitled» Blog Archive » Wachovia delivers positive.

Service Untitled

The final merger of Wachovia Securities to become Wells Fargo Advisors with the new branding is expected to be completed shortly. Service Untitled The blog about customer service and the customer service experience.