C Space

JULY 6, 2020

The Brand Move Roundup – July 6, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. It’s ranked No.

Brands 52

Brands Sports Hospitality Retail 52

PeopleMetrics

JULY 14, 2015

PeopleMetrics is proud to recognize its fifth-annual Brand Ambassador Award Winners. These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Three Qualities of Brand Ambassadors.

Customer Centricity 48

Customer Centricity Brands Hotels Banking 48

ijgolding

SEPTEMBER 8, 2014

Response via Email 06/09/2014 10:37. Disney is a brand that is synonymous with great ‘branded customer experiences’ – this highlights exactly why. What a phenomenal way of dealing with a customer enquiry!! Not only did Brian receive a postal response, he also received the following email: Subject. Disney Store.

Customer Experience 329

Customer Experience Customer Expectations Customer Retention Retail 329

Second to None

APRIL 9, 2018

Measuring what the most successful brands are doing in any industry can serve as a great source of information for your organization. One recent initiative that organizations can learn from was implemented by the luxury brand Sephora. The decision was a sign of the times, said Laughton. Mobile is the glue that holds it all together.”.

Brands 54

Brands Retail Loyalty Fashion 54

Vonage

AUGUST 15, 2016

Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. Offer several communications channels. Focus on the outcome.

Self Service 120

Self Service Contact Center Trends Connections 120

InMoment XI

MARCH 14, 2023

In the conversation, she offered insight into how B2B brands can create transparency, combat supply chain challenges, redefine “customer loyalty,” and drive trust for customers who face an increasingly complex supply chain in one of the most volatile market cycles in recent history.

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

Beyond Philosophy

JULY 9, 2015

The demand for corporate social responsibility continues to sweep the brand marketplace. According to new research from Nielsen, corporate social responsibility is important as a benefit to positive branding efforts. We also know for your brand reputation positive press is key. Competition in the marketplace is fierce.

Brands 60

Brands Net Promoter Score Effort Score Case Study 60

Experience Investigators by 360Connext

NOVEMBER 8, 2022

Customer experience is the end-to-end experience your customer has with your brand, which leads to their perceptions and emotional responses to that experience. Customer Experience Communication Has To Be Relentlessly Repetitive. Brands that promise respect to customers must be aligned in how they show up for employees.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

Ecrion

JUNE 12, 2020

Ecrion, a leading provider of customer communications and customer experience automation solutions for banks and wealth management firms across the globe, is pleased to announce its inclusion in FinXTech Connect’s technology partner directory for banks. About Ecrion Software. About FinXTech.

Banking 71

Banking Technology Financial Software 71

Experience Investigators by 360Connext

OCTOBER 31, 2014

We think they are often overlooked and are the types of events that can make or break not only the experience of a customer with a brand, but someone's entire day. Why One Bad Customer Interaction Could Haunt Your Brand. A bad customer service email is just one interaction, but these kind of things could haunt your brand.

e-support 197

e-support Social Media Consulting Customer Centricity 197

Lumoa

JUNE 14, 2023

Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

SurveyGizmo

JULY 13, 2018

Brand managers have a tough job of cutting through the noise to successfully position a brand, finding golden opportunities to create and sustain differentiation, and plowing through volumes of competitive mayhem — and we expect them to also digest and apply market research data with flair? Are you a brand manager?

Brands 51

Brands Marketing How To e-support 51

Win the Customer

DECEMBER 25, 2019

Social media sites have evolved from simply personal sharing portals to communication platforms that can enable organizations to deliver enhanced customer care and customer relationship development not typically capable in traditional customer service channels. Create Consistency in Communication.

Customer Service 115

Customer Service Social Media Multi-Channel How To 115

Alida

MARCH 21, 2018

The utility company needed to rethink how it showcased its low-cost, clean energy options, and through Power Thinkers, it’s able to tap thousands of residential customers for feedback that help make decisions about new offerings and marketing communications. Better still, Alliant has improved the overall customer experience.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Vonage

JANUARY 3, 2017

Social media: a platform that allows consumers to say anything they like about a brand – and broadcast that message to the world. When you think about it, it’s not surprising that many businesses consider social media to be one of the dangerous communication channels. If you get it wrong, the negative PR will spread like wildfire.

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

C3Centricity

APRIL 3, 2019

WHO ARE OUR BRAND’S CUSTOMERS? She shops in local supermarkets and gets advice from friends on Facebook, about the best brands to buy and what’s on offer. She’s been buying our brand for over two years because it satisfies her children’s hunger when they get in from playing sports. Neither will win you brownie points.

Marketing 192

Marketing How To Advertising Brands 192

BirdEye

MAY 21, 2021

We started off as a social media agency in 2014. It used to be that putting out a professional image of your brand through stock photos was an asset because it helped to show credibility. It worked well because not a lot of people were doing it, but now this type of branding is commonplace. . That’s evolved over time.

Feedback 92

Feedback Social Media Healthcare Tips 92

Forrester's Customer Insights

AUGUST 28, 2014

I cut my teeth as a data analyst helping brands communicate more effectively-- building segmentation and targeting models that differentiated contact frequency, offers, and messaging across a brand''s customer base.

Management 32

Management CRM Analytics Customer Insights 32

Experience Investigators by 360Connext

OCTOBER 6, 2014

Communicate in shareable ways. This led to more sharing beyond what the brand alone could do. This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. Rotating the responsibility can help you get many people involved. Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

CX Journey

SEPTEMBER 4, 2014

I originally wrote today''s post for InsideCXM , where it was published on April 2, 2014. Brand Promise : A brand promise is the expectations you set with your customers. It’s a combination of the brand purpose and the reality of what the brand can deliver. I have modified the post slightly since then.

Tools 160

Tools Customer Journeys Culture Touchpoint 160

Qualtrics

DECEMBER 5, 2019

We found that some of the best insights come from brands who disrupt their own business models. Typically, disruptive innovation is carried out by small or lesser-known companies, start-ups with low overheads, zero brand capital and a high appetite for risk. When brands disrupt their own models. What is disruptive innovation?

Innovation 43

Innovation Brands Ecommerce Video 43

Customer Bliss

JULY 11, 2017

Her experience spans brand, web, product design, information experience, and business process reinvention. In 2014, the National Diversity Council named her one of the Top 50 Most Powerful Women in Technology. Communication and storytelling. I communicated.” Don’t necessarily just pitch the role.

Leadership 0

Leadership Customer Experience Report Innovation 0

SuiteCX

NOVEMBER 3, 2015

from 2014 to 2019. For companies that practice CX, MarketsandMarkets.com predicts a compound annual growth rate (CAGR) of 17.3% from 2014 to 2019. The brand promise is the commitment a company makes to its partners and customers. What does your brand stand for?

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

Stella Connect

MARCH 7, 2017

No matter what your customer experience looks like, the journey with your brand should be easy and engaging. A brand shows its true colors when dealing with dissatisfied customers. By making the process transparent, helpful, and hassle free, you’ll benefit your customers, your brand, and your bottom line. days and 2.3

Brands 40

Brands How To Ecommerce Retail 40

Customers That Stick

OCTOBER 6, 2014

CX Day is held on the first Tuesday of October, so this year it is being celebrated tomorrow, October 7, 2014. Here is a sample of the topics being covered: Linking CX Strategy to Corporate Strategy & Brand Values (Google hangout). Communication: A Pillar of Customer Experience Success (Twitter conversation).

Customer Experience Professionals 123

Customer Experience Professionals Brand Values Strategy Communication 123

ReviewTrackers

APRIL 7, 2021

In a 2014 Ernst & Young survey, respondents said reputation was a “very important” factor in deciding whether or not to trust a financial services provider. A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. Its impact is very real.

Banking 94

Banking Management Social Media How To 94

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Much of what makes for exceptional experiences is simple, clear, and transparent communication. In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media. With many SaaS products, the end-user is not the client, and their experience must be factored into the customer success equation.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Comm100

NOVEMBER 27, 2017

s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master. What is it about the apology that can bring some of the biggest brands and names to their knees, or resurrect brands that seemed as good as gone? rawpixel.com.

Social Media 309

Social Media Video Effort Score Brands 309

CX Journey

DECEMBER 16, 2014

It appeared on the site on September 15, 2014. Customers have expectations about your products and services, whether those come from advertising, reviews, or what they''ve heard or what they know about your brand. Your brand promise sets those expectations. Communicate your purpose. Communicate.

Customer Retention 209

Customer Retention Advertising Metrics Customers 209

Experience Investigators by 360Connext

MARCH 24, 2015

Get real about your experience and brand. Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it. curtis kopf (@ckopf1) March 20, 2014. Blog Customer Experience Featured Opinion Recent News brand image Conference data innovation leadership speaking'

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

GetFeedback

DECEMBER 27, 2018

As a direct means of communication between you and your audience, email is the first place that comes to most people’s minds when they think about distributing an online survey. Powered by our parent company Campaign Monitor, this makes emailing your surveys extremely easy and gives the emails you send a professional, branded look and feel.

Survey 199

Survey How To Social Media Feedback 199

Alida

DECEMBER 15, 2016

The report, conducted by consulting firms Prophet and GM Healthcare Camden Group, found that between 2013 and 2014, M&As increased by 14 percent, while patient satisfaction across the industry declined three percent. In fact, a 2016 study suggests that as more health systems consolidate, patient experience worsens.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

Comm100

JANUARY 14, 2016

Nevertheless, if your aim is to ultimately increase brand loyalty, customer satisfaction, and sales revenues, then it is crucial for you to first improve the quality and efficiency of your company’s customer service and sales support. .” Consequently, your company either satisfies customers’ needs or it doesn’t.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Win the Customer

JANUARY 28, 2015

I recently attended the Association of National Advertisers’ 2014 Masters of Marketing Conference, alongside some 2,800 other marketers and vendors. Throughout the event, the concepts of brand purpose and listening, as well as […]. Call Center Communication Customer Service'

Customer Service 52

Customer Service Call Center Conference Advertising 52

Experience Investigators by 360Connext

MARCH 23, 2015

They get to know their customers and communicate with them in the ways that create major engagement. I knew PEMCO was a special company for identifying and communicating with customers in such a unique and powerful way. They are a regional provider, and very, very proud of it. Seriously, you need to see them all ! :-D. Super Fans FTW.

Insurance 110

Insurance Social Media Consulting Employee Engagement 110

inmoment

JUNE 1, 2020

Brands that are able to harness empathy and work toward achieving a more authentic customer experience will reach the top of its vertical and continuously achieve meaningful improvement for itself and its customers. Years have passed since 2014 when Gartner boldly declared that “customer experience is the new battleground for businesses.”

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

Forrester

SEPTEMBER 29, 2014

There''s something extra cool about a brand that''s been around since 1864, and yet runs neck-and-neck with Amazon in our UK customer experience rankings. Translation: Great customer experience doesn''t have to mean high prices.). I hope you enjoy his responses, and I look forward to seeing some of you in London! multi-channel retail.

Multi-Channel 99

Multi-Channel Customer Experience Retail Omni-Channel 99