Beyond Philosophy

NOVEMBER 26, 2014

Marketing and Branding are the first contacts you have with your Customers. Your brand is the promise you make to your Customers. Surprisingly, too many organizations don’t deliver on the brand promise they made in their Marketing and Branding efforts, causing a disconnect between the two.

Brands 129

Brands Advertising Customer Centricity Brand Values 129

BirdEye

OCTOBER 26, 2023

A good review creates a sense of urgency, driving customers to purchase so they don’t feel they might miss the opportunity. This blog post offers an in-depth overview of a panel discussion that delves into the significance of reviews and how they influence both C-suite decisions and customer choices. I love it as a customer.

Brands 113

Brands Multi-Channel Consulting Report 113

Brandwatch CX

MARCH 7, 2023

social media accounts 91% of retail brands use 2 or more social media channels 81% of all small and medium businesses use some kind of social platform Internet users have an average of 7.6 There are 60 million active business pages on Facebook Facebook has 5 million active advertisers on the platform. billion The internet has 4.2

Social Media 98

Social Media Video Advertising Marketing 98

CloudCherry

DECEMBER 20, 2017

One of the most important things a company can do is to map the customer journey. However, the consumer is evolving at the speed of light, and, thanks to technological advancements, the customer journey is changing just as quickly. How the Customer Journey Has Changed. Not long ago, mapping that path was relatively easy.

Customer Journeys 225

Customer Journeys Touchpoint Social Media Consumers 225

Currency Alliance

FEBRUARY 15, 2018

Retail brands can be saved; but not by conventional retail strategy. This has come at the cost of innovation, experimentation, and ultimately customer experience. Illustratively: in 2013, Amazon’s services (Prime, third-party sales, credit, advertising and AWS) formed 22% of Amazon’s group revenue [iii].

Retail 110

Retail Brands Banking Loyalty Programs 110

Natalie Petouhof

NOVEMBER 10, 2016

Tweet Searches for Influencer Marketing have grown 5x in 2015 according to a study from Google Trends from January 2016. So how does a company get their target customer’s attention? And sometimes a salesperson is never contacted, so getting the customer’s undivided attention has never been so important.

Advertising 40

Advertising Video Innovation Software 40

Kerry Bodine

FEBRUARY 6, 2017

In 2017, brands shouldn’t be fumbling around to pull off a successful Super Bowl ad. Here are three lessons that marketers and customer experience professionals (and the advertising agencies they turn to for advice) still need to learn: Stress test your friggin website! This is bad news for brands.

Social Media 120

Social Media Advertising Customer Experience Professionals Brands 120

BirdEye

AUGUST 29, 2023

Happy customers build successful businesses. You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction. Why is customer satisfaction important?

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

ReviewTrackers

FEBRUARY 10, 2021

Corporate reputation management is a combination of strategies that are used to shape consumer perception of your brand. Today, consumers rely on current customers to tell them whether or not a business is worth their time and money. There is only one way a customer can start a journey with your brand.

Management 123

Management Social Media Culture Advertising 123

NetBase

MARCH 27, 2020

Able to stay one step ahead of consumers, offering what they want, when they want it, ecommerce brands using social insight have early access to consumer conversation and are winning market share. Staying on top of today’s social commentary is vital to the heartbeat of any good business, company or brand.

Ecommerce 52

Ecommerce Brands Marketing Social Media 52

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Earlier this month, Thomasz Tungaz, a venture capitalist at RedPoint, published a blog titled “Why your SaaS Startup Needs a VP of Customer Success Sooner than you Might Think”.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

C Space

AUGUST 7, 2020

The Brand Move Roundup – August 7, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 40

Brands Advertising Video Report 40

Customer Bliss

MAY 10, 2017

Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program. While it’s wonderful to have a CEO who takes on customer experience, without focus, the priority can be lost among a sea of pressures.

Chief Customer Officer 179

Chief Customer Officer Customer Experience Wireless Study 179

C Space

MAY 26, 2020

The Brand Move Roundup – May 26, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. Instead, the brand will show “seasonless” collections twice a year.

Brands 52

Brands Fashion Travel Course 52

CX Journey

DECEMBER 30, 2014

Image courtesy of ilya vinogradov How much progress did you make with regards to improving the employee experience and the customer experience this year? What the Hell is Customer Experience? level of customer experience maturity. How ingrained is the customer and his perspective in your company''s DNA?

Customer Journeys 166

Customer Journeys Customer Experience Touchpoint Return on Investment 166

Storyminers

MARCH 11, 2019

From a modern branding perspective, successful storytelling acts as an emotional glue, creating a loyal audience and engaging new customers. Some of the most iconic brands in history are great ‘story brands’. They keep story close to the core of the brand; let it evolve to remain relevant to customers.

Marketing 113

Marketing Social Media Advertising Video 113

C Space

JULY 21, 2020

The Brand Move Roundup – July 21, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. on July 21.

Brands 52

Brands Transportation Sales Innovation 52

Grade.us

OCTOBER 31, 2017

The options your customers have is enormous. Some of your competitors are even willing to take a loss to win a customer. The typical approach many local advertisers take is to blanket their target audience with ads. But, why do these advertisers do this? If they're using the right advertising platform.

Advertising 39

Advertising Marketing Financial Video 39

SuiteCX

SEPTEMBER 25, 2015

Developing a comprehensive Customer Experience (CX) strategy is more difficult than you might expect, and there is a lot of noise in the marketplace as to how to do it right. Customer Experience: Getting past the Barriers to Success. suitecx ©2015, suitecx Inc. Customer Experience: Getting past the Barriers to Success.

Customer Journeys 100

Customer Journeys Customer Experience Leadership Metrics 100

InteractionMetrics

JANUARY 8, 2015

Sometimes customer service reps do everything “right” but miss the point of your brand entirely. For example, if your brand is about caring, customer service interactions should consistently demonstrate caring. Likewise, if your brand is about leadership, customer service associates should proactively provide information.

Brands 40

Brands Customer Service Effort Score Hotels 40

Brandwatch CX

JANUARY 2, 2019

91% of retail brands use 2 or more social media channels. billion from advertising in 2015. 40bn was spent on social network advertising in 2016. 38% of organizations plan to spend more than 20% of their total advertising budgets on social media channels in 2015, up from 13% a year ago. The internet has 4.2

Social Media 111

Social Media Video Advertising Marketing 111

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Retently

OCTOBER 1, 2018

Research from Vision Critical shows that the total annual cost of unhappy customers for businesses can go up to $537 trillion. What’s more, it seems that 51% of customers leave a brand because of poor experiences, and 81% of consumers say them switching brands could have been prevented by the business in question.

Customer Journeys 107

Customer Journeys Touchpoint Social Media How To 107

NetBase

MARCH 4, 2019

Carefully cultivating a social presence online is no longer a quirky extra for a brand to offer, if it ever was. And any brands still devoting half-hearted efforts to their digital marketing really need to read The 2019 State of Social Report , as it offers game-changing insight for (and from) small, challenger and top-performing businesses.

Report 89

Report Social Media Advertising Ecommerce 89

Brandwatch CX

JULY 4, 2022

Instagram has been expanding its marketing options for some time, and accordingly the number of brands marketing on Instagram has grown from 11.5% Luckily, there are several Instagram analytics tools available to help brands understand what resonates with their audience and how they can optimize their content output. in 2013 to 32.3%

Analytics 88

Analytics Tools Social Media Metrics 88

Experience Investigators by 360Connext

MARCH 16, 2015

We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. Next Generation Customer Experience ConferenceSan Diego.

Customer Experience 110

Customer Experience Conference Telecommunications Automotive 110

Kayako

MARCH 2, 2017

Identifying the service our customers want can be like trying to hit a clay-pigeon. We want to do our best to deliver the best support to our customers. But your customer and their desires can be moving targets. Over time, they develop expectations about your brand and service standards.

Customer Expectations 144

Customer Expectations Airlines Social Media Competitive Advantage 144

Think Customers

JANUARY 29, 2015

The Super Bowl is still one of the largest--and most expensive--televised events of the year, making it a critical advertising day for brands. Football fans only have a few more days until the New England Patriots and Seattle Seahawks battle it out on Super Bowl XLIX. 1to1Media.com/weblog. Marketing homepage'

Advertising 40

Advertising Marketing Brands 40

ijgolding

DECEMBER 2, 2015

Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. ” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? I am delighted to be able to do just that in this post. Bean and OxFam.

Engagement 96

Engagement Customer Centricity How To Culture 96

Lithium

AUGUST 3, 2022

Since the beginning of the marketing and advertising era, it has been notoriously difficult to prove the ROI of any given campaign. You have to set the brand positioning within the buyer’s head. It’s the reason why car companies are always marketing and advertising. They don't just spin it up when they have a brand new product.

ROI 52

ROI Marketing Social Media Advertising 52

Win the Customer

FEBRUARY 23, 2018

PR problems not only taints your brand name and personality, but can also eliminate customer loyalty and significantly decrease your profits and financial backing. Beware that this answer is only appropriate if the reason for your company’s backlash is lighthearted and doesn’t have a serious affect on your customers.

Social Media 99

Social Media Travel Advertising Policies 99

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. Author: Derek Lewis In previous decades an organization’s brand was something it controlled, with how it was perceived in the market driven by expensive advertising and marketing campaigns.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48

TechSee

JANUARY 29, 2019

In recent years, a wide range of AI technologies have been successfully integrated into the CRM domain, from sales and marketing to customer support and retention. Visual engagement is the key to an optimal customer experience, and computer vision is well positioned to take visual engagement to the next level using the power of automation.

CRM 164

CRM Self Service Effort Score e-support 164

Stella Connect

DECEMBER 7, 2016

Retailers and carriers were overwhelmed, and many customers waited until after Christmas for their last-minute orders. You might assume this scenario forced brands to rethink their aggressive cutoff dates for online orders. In 2015, pre-holiday shipping took an average of 4.1 In 2015, pre-holiday shipping took an average of 4.1

Brands 40

Brands How To Retail Advertising 40

Natalie Petouhof

FEBRUARY 11, 2016

MySpace even features some original conten t as well as ads from brands like Jeep. First-party data is considered the best when it comes to advertising online. What was key was the registration data that led to Viant launching its Advertising Cloud in 2014, which contains an “identity-management platform.”

Data 40

Data Advertising Social Media Return on Investment 40

CX Journey

JULY 30, 2015

Image courtesy of picturetakingone I originally wrote today's post for DuSentio; it appeared on their blog on March 23, 2015. Why should companies be focusing on customer experience? After all, we are all customers. stakeholder interviews, quick wins, business case, journey mapping, customer immersion programs, etc.)

ROI 80

ROI Customer Journeys Financial Sports 80

ReviewTrackers

FEBRUARY 2, 2018

Corporate reputation management is a combination of strategies that are used to shape consumer perception of your brand. Today, consumers rely on current customers to tell them whether or not a business is worth their time and money. There is only one way a customer can start a journey with your brand.

Management 75

Management Social Media Culture Advertising 75