CSM Magazine

FEBRUARY 7, 2023

Jim Davies explores 5 brand- and money-saving customer experience (CX) options. We saw this in the last big recession spanning 2007-2009. Disgruntled customers, just like elephants, remembered how poorly they were treated and voiced their dissatisfaction by disregarding previous brand loyalty and swapping to a competitor.

Self Service 52

Self Service Customer Experience Gamification Analytics 52

BirdEye

OCTOBER 6, 2023

Your brand reputation management should be your #1 marketing priority. This constant threat to your brand’s name is known as reputational risk. Reputational risk is potential damage to an organization’s image caused by negative publicity, scandals, or crises that can impact revenue, brand value, and stakeholder loyalty.

Strategy 59

Strategy Social Media Airlines Software 59

ClearAction

FEBRUARY 7, 2016

Customer Experience Management Improves Brand Value article. Internal Branding is Central to Customer Experience Management article. 1 2009 Customer Experience Maturity Monitor, Peppers & Rogers Group. 2 2009 Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand, Aberdeen Group.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

CSM Magazine

MARCH 13, 2020

Using SMS, linked to its quote bot provides contact center advisers with the additional capacity and tools to contact customers at renewal time and answer their queries: building brand loyalty and increasing lifetime value. Applying the theory – how AA Ireland uses bots to drive customer engagement.

Self Service 64

Self Service Chatbots Contact Center Policies 64

SurveySparrow

JUNE 9, 2020

Giphy partners with brands to host GIFs that can be used for marketing promotions. The company has partnered with more than 200 brands to host all their existing content on their own branded channel. Founded in 2009, Imgur is an image-sharing community where viral images and memes are shared. Widens your reach.

Entertainment 64

Entertainment Video Culture Brands 64

CX University

OCTOBER 19, 2017

In the past 18 months, we’ve seen several major brands back pedal from serious customer experience mistakes. In the US, you’ve seen Wells Fargo’s fake accounts issue , but in France, according to Forrester research, not a single brand surveyed received a “good” rating on customer experience. Virtually all phones do.)

Customer Experience 66

Customer Experience Culture Metrics Airlines 66