PeopleMetrics

JULY 14, 2015

PeopleMetrics is proud to recognize its fifth-annual Brand Ambassador Award Winners. Winners of the 2015 Award are: Jen Beier of 1st National Bank. Three Qualities of Brand Ambassadors. Brand Ambassadors focus on the people-side of business, which can be seen in the amount of customer recognition they generate.

Customer Centricity 48

Customer Centricity Brands Hotels Banking 48

ijgolding

SEPTEMBER 21, 2015

As recently as June 2015, I wrote a review of the new offering from Chief Customer Officer ‘guru, Jeanne Bliss – (Chief Customer Officer 2.0) ‘Illustrate’ – using the example of a brand to highlight the three main parts of the book. It will be officially released on the 3rd October 2015.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

QuestionPro Audience

JANUARY 3, 2018

A good mobile app adds to the customer experience, and creates brand loyalty. In addition to communicating with the customer, airlines use mobile apps to create an easy user experience for their customers, with the ability to manage your trips, check-in, and pay for checked baggage and flight extras such as wi-fi, all in one application.

Travel 294

Travel Airlines Consumers Loyalty 294

Wired and Dangerous

JANUARY 5, 2015

Welcome to 2015! This refreshingly novel brand of service leaves customers more cheaply entertained- it leaves them richly stirred!*. Create access to our organization that says we care about customer communication. Best wishes for a fantastic 2015! Value – unique is different from value – added. Chip and John.

Innovation 70

Innovation Entertainment System Groups 70

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Some brands use their community to build buzz and awareness.

ROI 100

ROI Measurement Brands Net Promoter Score 100

InMoment XI

APRIL 10, 2015

They are what customers see — they are the face of the brand. One of the panel discussions at the 2015 CXFusion conference explored this very topic with some practical advice: 1. Communicate often 3. Front line people are absolutely critical in delivering an amazing customer experience. Keep it simple 2. View Article.

Video 200

Video Conference Communication Brands 200

InMoment XI

APRIL 10, 2015

They are what customers see — they are the face of the brand. One of the panel discussions at the 2015 CXFusion conference explored this very topic with some practical advice: 1. Communicate often 3. Front line people are absolutely critical in delivering an amazing customer experience. Keep it simple 2. View Article

Video 200

Video Conference Communication Brands 200

InMoment XI

APRIL 10, 2015

They are what customers see — they are the face of the brand. One of the panel discussions at the 2015 CXFusion conference explored this very topic with some practical advice: 1. Communicate often 3. Front line people are absolutely critical in delivering an amazing customer experience. Keep it simple 2. View Article

Conference 200

Conference Communication Brands Customer Experience 200

Horizon CX

APRIL 1, 2024

Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Kerry Bodine

JUNE 7, 2017

JetBlue built its brand on being a different kind of airline. In November 2014, JetBlue announced that it would be adding baggage fees and reducing leg room – and on June 30, 2015, the airline kept that promise to investors. Not tomorrow, not next week, and not next year – but for the life of your brand. And if not, when?”

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

Michelli Experience

FEBRUARY 14, 2017

Later we learned to communicate through written symbols and today it seems the most preferred communication medium is words shared through video. Great customer experience brands are not only “visual storytellers” but they are supporting their customers as those brand loyalists visually communicate about their brand journey.

Video 235

Video Retail Communication Course 235

Experience Investigators by 360Connext

JUNE 1, 2015

A photo posted by Customer Experience Undercover (@360connext) on May 26, 2015 at 4:51pm PDT. Our CEO Jeannie Walters spoke about the importance of establishing core values and communicating them throughout the organization. Core value #6 is communicated to everyone who sees, touches, and interacts with the package. Coincidence?)

Brands 110

Brands Roadmap Retail Video 110

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. 2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. Now onto the best of 2015! The best of customer communication.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 48

Customer Service Social Media Retail Contact Center 48

Alida

JULY 11, 2017

Customer experience is middling at best, and that’s troubling for brands. Even in the United States, where brands had the highest average scores, only 18 percent of brands ranked good or excellent. Even in the United States, where brands had the highest average scores, only 18 percent of brands ranked good or excellent.

Customer Experience 183

Customer Experience Effort Score Omni-Channel Retail 183

CloudCherry

DECEMBER 20, 2017

Consumers used to be significantly more passive, and certainly had a higher level of trust in brands and the promises they were made. They also had fewer options, both in terms of brands but also resources to obtain information. Additionally, brands had fewer ways in which to connect with customers. resorting to 4 touchpoints.

Customer Journeys 225

Customer Journeys Touchpoint Social Media Consumers 225

Experience Matters

JUNE 4, 2015

Comcast earned terrible ratings in both the 2015 Temkin Customer Service Ratings (last place out of 278 companies for the 2nd year in a row) and 2015 Temkin Experience Ratings (291st out of 293 companies). Compelling Brand Values : Brand attributes are driving decisions about how you treat customers.

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Culture 120

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

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

GetFeedback

JULY 11, 2018

Communications are personalized and thoughtful. In 2015, Digiday conducted a study on customer satisfaction and found that, while the majority of brands believe they provide a superior customer experience, nearly 65% of their customers feel frustrated and misunderstood. Customer support is frictionless.

CRM 207

CRM Social Media Customer Satisfaction Customer Centricity 207

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

Clicktools

AUGUST 16, 2017

Technology in the digital transformation has changed every aspect of business—especially how we communicate with customers. The following is a brief overview of the 5 W’s of customer communication, and the tech that makes them all possible. The best way to communicate with customers is how they prefer it most.

Communication 40

Communication Technology Customer Journeys Social Media 40

BirdEye

AUGUST 29, 2023

Satisfied customers grow brand loyalty, boost word-of-mouth recommendations, and significantly boost a business’s growth. This way, they stick with the brand, increasing profitability and reputation. Customer satisfaction directly impacts brand reputation, referral programs, conversion rates, and revenue.

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

GetFeedback

MAY 5, 2019

You want to treat yourself by buying the latest model of a super popular brand. And allowing your business to not address customers’ after-sale needs, you’re ruining the future of your brand. To make sure your first-time buyers will remain loyal to your brand, you should think beyond just selling a product.

Sales 277

Sales Loyalty Programs Social Media Policies 277

Provide Support

JANUARY 27, 2016

Professional But Human Communication in Live Chat: How Not to Sound Like a Robot. In the age when technology rules, natural human communication still matters a lot. In the age when technology rules, natural human communication still matters a lot. © 2003 - 2015 Provide Support LLC. Yes, indeed. Read more.

Communication 40

Communication Touchpoint B2B Customer Satisfaction 40

ReviewTrackers

SEPTEMBER 15, 2017

Unless you’re an HR leader for Facebook, Google, or the rest of the companies in this list of the world’s best places to work , it’s critical that you’re able to build a rock-solid employer brand capable of securing and retaining key talent. Here are 4 secrets to success: Build Your Employer Brand. Share what makes your brand unique!

Brands 50

Brands Social Media Culture Video 50

GetFeedback

DECEMBER 27, 2018

According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from. Research suggests that visual IQ is rising and over 84% of communication will be visual by 2018. Make sure it’s on brand, easy to read, and appealing to your target audience.

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

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

Alida

JULY 5, 2017

In a dynamic and sometimes struggling retail environment where online giant Amazon buys grocery chain Whole Foods , consumer packaged goods (CPG) companies must build brand awareness and harness the insight of shoppers if they are to win the battle for shelf space. Build brand awareness directly. Strike better deals.

Company 113

Company Retail Consumers Strategy 113

CloudCherry

FEBRUARY 11, 2019

Back in 2015, Solarity was looking at ways to differentiate the organization. Everything tends to get better with communication and therefore, Ralph’s strategy is simple- ‘surveys on every digital and offline channel is the way to communicate the best with your customers.’ An Overview. ’ Journey Mapping.

Customer Journeys 150

Customer Journeys Net Promoter Score NPS Survey 150

C Space

SEPTEMBER 10, 2020

The Brand Move Roundup – September 10, 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. The criteria will come into effect starting with the 2024 Academy Awards.

Brands 40

Brands Retail Groups Government 40

Comm100

SEPTEMBER 28, 2021

That included tips on how to engage with leadership, collect feedback from your organization, and communicate change. From an IT perspective, the ability to plug in our own images and branding, and how the live chat code is generated dynamically for us to pick up and drop into our website, were extremely helpful for our development team.

Customer Service 215

Customer Service Chatbots Banking Engagement 215

BlueOcean

MAY 17, 2016

IMP Customer Care, a bilingual outsourced contact center with roots in Bathurst, is transitioning to the Blue Ocean Contact Centers brand. As has been the case for more than 15 years, the IMP Group, through Blue Ocean, is committed to the Bathurst community and looks forward to celebrating growth and success for many years to come.

Contact Center 120

Contact Center Customer Care Groups Leadership 120

SuiteCX

FEBRUARY 13, 2015

©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2. ©2015 suitecx – Confidential But what is “it”? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it a clickstream?

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 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. For example, if your brand is about caring, customer service interactions should consistently demonstrate caring.

Brands 40

Brands Customer Service Effort Score Hotels 40

Win the Customer

FEBRUARY 26, 2016

Its newest seed, brand transparency, is linked to revenue, loyalty and company longevity. The surveys showed that an increase in brand transparency was directly correlated to the company’s long-term sustainability within its market share. In our digital age, brand transparency is indistinguishable from social honesty.

Omni-Channel 52

Omni-Channel Brands Company Social Media 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