Experience Matters

JUNE 27, 2019

It’s hard to say goodbye to a site and a brand that we built and nurtured since May 2010. To quote a line from Winnie-the-Pooh… How lucky I am to have something that makes saying goodbye so hard.

Groups 186

Groups Brands Customer Experience Customers 186

BlueOcean

MAY 18, 2022

Amy joined the Blue Ocean team as Communications Manager in 2010, bringing with her a wealth of experience in marketing, advertising, communication, and public relations. She has been instrumental in establishing the Blue Ocean brand voice, leading internal communications, partnering with the HR team, and managing the Blue Ocean sales team.

Sales 156

Sales Marketing Advertising Customer Care 156

Conversocial

JUNE 18, 2021

Since the mid 1990s the total number of brick and mortar branches in the UK has fallen by 28% and it’s a similar story in the US, with 12,000 closing between 2010 - 2019. Modern banking is a very different beast to what was the norm 15-20 years ago.

Financial 98

Financial Banking Customer Engagement Engagement 98

Second to None

MARCH 22, 2019

Gen Zers, those born roughly from 1995-2010, are beginning to trickle into the workforce and become routine contributors in the economy. 1] That being said, you must allocate efforts towards creating a positive reputation of your brand online. 4] Due to this shift, younger people are connecting with brands in unique ways.

Connections 75

Connections Brands Social Media Loyalty Programs 75

ClearAction

DECEMBER 14, 2017

Customer Centric Internal Branding Lynn Hunsaker. Customer centric internal branding revolves around customer well-being. Living the brand promise is another way of describing customer centric internal branding. We Live the Brand. This is just one aspect of Kaiser’s initiative to truly live their brand promise.

Customer Centricity 59

Customer Centricity Brands Customer Satisfaction Advertising 59

Forrester's Customer Insights

APRIL 9, 2018

In 2010, Apple ranked as the 17th most valuable brand in the world. Since 2010, Apple’s brand value has increased at a compound annual growth rate of 36%, while the entire “brandscape” has grown […]. Do you want to be like Apple? Just three years later, it had garnered the top spot and has remained there.

Brands 38

Brands Brand Values Advertising B2C 38

Second to None

MARCH 22, 2019

Gen Zers, those born roughly from 1995-2010, are beginning to trickle into the workforce and become routine contributors in the economy. 1] That being said, you must allocate efforts towards creating a positive reputation of your brand online. 4] Due to this shift, younger people are connecting with brands in different ways.

Connections 63

Connections Brands Social Media Voice of Customer 63

CSM Magazine

APRIL 23, 2021

Cierra Dobson, strategy director at design and technology agency, Rufus Leonard , explores how brands of all shapes and sizes can adopt the successful strategies of category-defining service brands to grow their market share and take the lead. The strength and resilience of service brands.

Brands 52

Brands How To Exercises Return on Investment 52

C Space

JUNE 23, 2020

The Brand Move Roundup – June 23, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Seventeen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Airlines Policies Retail 52

Maru Group

NOVEMBER 29, 2021

Brands can play a key role in helping consumers make sustainable choices. Better brand, better world” has been her “north star” for many years. Consumers consistently state high concern, but generally fail to translate that into brand choices. De West believes in making a difference. The say/do gap in sustainability.

Consumers 52

Consumers Brands Conference Financial 52

CloudCherry

SEPTEMBER 1, 2019

And, when asked what brand has truly wowed Matt? You’ll hear Matt’s thoughts on how technology has changed the way we do Customer Service, some of the biggest blunders businesses can avoid, and what technologies he thinks are making the biggest difference with customer experience. Hint: It all comes back to K.I.S.S.ing.).

Conference 244

Conference Study Sales Leadership 244

Advantage Communications

JULY 14, 2022

In addition to advancing technology, what customers expect from the brands they do business with is also constantly evolving. In fact, 89 percent of companies today compete primarily on the basis of customer experience – up from just 36 percent in 2010. Today’s customers demand more from businesses than ever before.

Call Center 52

Call Center Trends Customer Satisfaction Loyalty 52

C Space

OCTOBER 16, 2020

The Brand Move Roundup – October 15, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19. BRAND MOVE ROUNDUP ARCHIVE. Brand Move Roundup – October 14, 2020.

Brands 40

Brands Apparel Training Social Media 40

Brandwatch CX

JANUARY 7, 2019

Instagram launched on October 6, 2010. The first ever photo was posted by Kevin Systrom (@kevin) on Jul 16, 2010 (above). Instagram introduced advertising for select brands in October 2013 , but didn’t open up advertising for all until September 2015. of brands are on Instagram. 96% of US fashion brands are on Instagram.

Social Media 111

Social Media Advertising Fashion Video 111

ijgolding

JUNE 14, 2017

The Shop Direct Board of Directors with the stiletto shoe at the launch of ‘Feet in the Street’ in 2010. In 2010, two of my amazing colleagues came up with a communication campaign that we ended up calling ‘Feet in the Street’. The Shop Direct Board of Directors with the stiletto shoe at the launch of ‘Feet in the Street’ in 2010.

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

Customer Alignment

MAY 29, 2018

Customers can engage with brands in more ways and places than ever before. If the 1990’s and 2000’s were about building strong brands; the 2010’s have been about delivering exceptional customer experiences. Working with clients, I consistently find branding and customer experience two conflicting organisational silos.

Brands 40

Brands Customer Experience Brand Values Customers 40

NICE inContact

SEPTEMBER 11, 2018

Founded in 2010, as TechStyle Fashion Group expanded and added new brands to its portfolio, customer service infrastructures were siloed – no overarching system supported synergy between brands. Agents were empowered to provide more engaging personalized experiences with additional brand-relationship context.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

NetBase

JANUARY 28, 2020

Combining NetBase’s and Quid’s contextual AI and breadth of data sources will give us unparalleled visibility into any landscape analysis, including our clients’ brand coverage, the industries they serve, and new areas of opportunity for our clients and their customers” said Brian Mossop, Senior Vice President, FleishmanHillard. ABOUT QUID.

Social Media 124

Social Media Airlines Analytics Leadership 124

Gainsight

JANUARY 18, 2024

It’s so important today that, according to a 2023 Super Office study, customer experience is now the primary focus to beat out the competition for more than two-thirds of companies—up from only 36% in 2010! With a top-level CX strategy, the entire customer journey becomes distinctly you—distinctly your brand.

Touchpoint 52

Touchpoint Advertising Study Customer Journeys 52

Beyond Philosophy

JANUARY 12, 2023

From 2010 to 2019, two-thirds of organizations did not improve their customer satisfaction, while all the effort went into improving Customer Experience. Colin has spoken at hundreds of conferences, including some of the world’s largest brands. ” What Has Happened in Years Past. Click Here.

Conference 78

Conference Travel Customer Satisfaction Effort Score 78

ProProfs Chat

FEBRUARY 19, 2021

There are millions of customers who lose their faith in a brand when they have to put more effort than they had anticipated. On the contrary, an engaging and seamless experience enhances your brand image and gives your customers the confidence to continue with your brand. And they are made to feel at home. Let’s begin!

Effort Score 52

Effort Score Omni-Channel How To Multi-Channel 52

CloudCherry

AUGUST 26, 2019

A separate research report by CustomerThink revealed that 74% of organizations with CX initiatives believe customer experience will overtake price and product as the key brand differentiator by 2020. From 2010 to 2015, CX leaders had a compound annual growth rate (CAGR) that was 14 percentage points higher than laggards ( Forrester ).

B2B 199

B2B Conference Metrics B2C 199

AskNicely

AUGUST 17, 2018

As a brand, Amazon strives to give an experience that is a solid example of customer-obsessed culture from the top down. This creates an emotional bond between the customer and your brand. In his 2016 letter to shareholders , Amazon CEO Jeff Bezos wrote,“There are many advantages to a customer-centric approach.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

ReviewTrackers

APRIL 18, 2022

In the context of review generation and reputation management, “review-gating” allows companies to ask the right customers and potential brand promoters for reviews, while isolating those that require follow-up due to their concerns with the customer experience. In fact, since 2010, the average review has gotten 12 percent more positive.

Policies 132

Policies Guidelines Hotels Social Media 132

delighted

JANUARY 7, 2020

Fast forward almost 5 years and CX is still top of mind for brands looking to differentiate themselves from their competitors. A Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. Customers simply expect better when soliciting support on mobile.

Trends 40

Trends Brands Customer Experience Survey 40

Clarivate

DECEMBER 7, 2021

Its new Domains Protected Marks List (DPML) creates an excellent opportunity for IP owners to protect their brands online by taking advantage of Donuts’ expanded offering. Our continued development and expansion in the domain sphere is a positive move for brand and trademark holders as well as domain registrants. Upcoming Webinar!

Brands 52

Brands Strategy Marketing Industry 52

ShepHyken

NOVEMBER 8, 2021

destinationCRM) In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight Your Customers, because “wowing” customers was a losing strategy. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? by Jon Picoult.

Customer Service 89

Customer Service Retail Interaction Hospitality 89

Interactions

JUNE 24, 2021

Over the past few years, brands have been investing a lot of money, time, and strategy in customer experience. There’s no question that brands– especially the world’s leading brands– understand the impact of a great customer experience. Imagine if we time travelled back to 2010. Personalization.

Self Service 71

Self Service Customer Experience Contact Center Poor Customer Service 71

Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

NICE inContact

NOVEMBER 26, 2018

Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations. I’m old enough to remember all the hype and hyperbole that all contact centers would be offshore by 2010. Fast forward to today and the outsourcing pendulum has settled in a much more balanced place.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

Thematic

DECEMBER 9, 2022

Starbucks transformed its brand perception from expensive and attached, to a customer-centered, value-producing brand. This re-focus of strategy saved them as a brand and was an onramp to more CX innovation - which tripled their annual revenue in 2010.

Customer Satisfaction 71

Customer Satisfaction Fashion Feedback Social Media 71

CSM Magazine

FEBRUARY 28, 2023

This unique demographic encompasses both Gen Z, those born from the mid-1990s onwards, and Gen Alpha, those born from 2010 onwards. They are not only comfortable with technology, but also expect it in their interactions with brands. Generation Zalpha is the first generation born into a world of instant communication and digital savvy.

Customer Service 52

Customer Service Social Media Entertainment System 52

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Throughout his career, he has assisted many Fortune 500 and global brands to improve their customer-facing organizations. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Team Support

JANUARY 9, 2024

This marked the beginning of companies actively using Facebook for branding, customer engagement, and marketing purposes. By 2010, with advances in AI and natural language processing, chatbots became more sophisticated, and companies started incorporating chatbots into various platforms, including websites and messaging apps.

Technology 59

Technology Chatbots Call Center Social Media 59

AskNicely

FEBRUARY 12, 2018

Instead, I got a 2010 Honda Civic. After he opened up his “brand” to real-time feedback, the way he engaged with his customers changed. He started to understand how customers felt about his “brand.”. By listening to real-time feedback he was able to own the “Chris-ness” of his brand. I was hoping for an escalade.

Net Promoter Score 150

Net Promoter Score Feedback Brands Tips 150

CSM Magazine

JUNE 27, 2023

Agents are often the only human connection brands have with their customers and prospects. To date, Zenarate has delivered more than 16 million agent simulations in 15 languages to name-brand clients in financial services, insurance, healthcare, telecommunications, technology, retail, and travel industries.

Training 59

Training Telecommunications Healthcare Insurance 59

Tricia Morris

AUGUST 4, 2015

is at its lowest level since 2010 , it has never been more important for U.K. brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. brands are losing approximately £7.7 A newly-released 2015 U.K. Sixty-three percent (63%) of the 1,000 U.K. The 2015 U.K.

Poor Customer Service 40

Poor Customer Service Report Self Service Consumers 40