InMoment XI

NOVEMBER 30, 2023

That’s why maintaining a positive brand reputation is crucial for business success. Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. What is Brand Reputation Management? These tools are essential for understanding how your customers are talking about your brand.

Brands 378

Brands Management Multi-Channel Social Media 378

Second to None

MAY 15, 2018

The following article is a guest post submitted by Emma Miller from Bizzmark blog. Emma writes for many relevant industry related online publications and does a job of an Executive Editor at Bizzmark blog and a guest lecturer at Melbourne University. . What is brand equity? Emma is a digital marketer and blogger from Sydney.

Measurement 59

Measurement Brands How To Social Media 59

InMoment XI

SEPTEMBER 27, 2023

NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries. In this blog, we will delve specifically into the UK insurance industry. What’s the Score for Insurance Brands?

Insurance 260

Insurance NPS Net Promoter Score Loyalty 260

BlueOcean

APRIL 24, 2024

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. And so it’s the RFP, pack horse that it is, that enables companies to first discern whether potential vendors measure up. What are the measures of success for your DE&I initiatives?

Contact Center 177

Contact Center Policies Effort Score Government 177

BlueOcean

APRIL 24, 2024

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. And so it’s the RFP, pack horse that it is, that enables companies to first discern whether potential vendors measure up. What are the measures of success for your DE&I initiatives?

Contact Center 156

Contact Center Policies Effort Score Government 156

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. What is brand advocacy? Customers service training ideas for better brand advocacy.

Customer Service Training 154

Customer Service Training Training Brands Customer Service 154

ShepHyken

FEBRUARY 22, 2019

This week we feature an article by Stacy Sherman who reminds us that brands must not compete on price alone and shares a great story to illustrate this point from Stacy’s Pita Chips. – Shep Hyken. I share my story because it serves as a reminder that brands should not compete on price alone. I’d love to hear your examples.

Hotels 109

Hotels B2C Loyalty B2B 109

ShepHyken

FEBRUARY 16, 2018

Contextualizing your brand’s place amongst competitors in the industry you encompass is vital to creating a leading Customer Experience. Brands in any industry can benefit from a competitive benchmarking program because the information collected can have a direct impact on the Customer Experience platform you produce.

Measurement 86

Measurement Ecommerce Analysis Industry 86

Uniphore

NOVEMBER 18, 2021

How AI Captures and Measures Emotion People convey their emotions not just in what they say but in how they say it. How CX Leaders and Their Teams Can Benefit From Emotion AI Emotion AI enables brands to recognize how people feel about their products and services. Brands gain a deeper understanding of? customer sentiment ,?with

Roadmap 162

Roadmap Call Center Policies Brands 162

BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Storyminers

JUNE 3, 2022

Because CX gives us the opportunity to use customer experience as a company’s strategy , to differentiate its brand , and to bring greater value to customers and to shareholders at the same time. Brands that employ predictive analytics to serve their customers will leap ahead of those that adopt the technology just to sell more.

Trends 147

Trends Customer Experience Wireless Entertainment 147

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. CSAT measures customer satisfaction with a product, service, or a specific interaction.

Strategy 232

Strategy How To Wait Times Customer Satisfaction 232

Feedbackly

MAY 16, 2024

The Finnish clothing store chain Kekäle wants to differentiate itself from competitors by offering customers the best emotional experience in the industry, and measures it with the Emotional Value Index (EVI®). Kekäle is one of the best-known retail chains in Finland.

Case Study 105

Case Study Effort Score Touchpoint Ecommerce 105

Brandwatch CX

NOVEMBER 8, 2023

TweetReach measures the actual impact and implications of social media discussions. There are those who hate it and claim that its scoring system is completely inaccurate and that trying to interact with them is an impossible mission (a curious thing as they provide interaction-measurement services). Measure what matters.[/bw_banner_cta]

Social Media 98

Social Media Tools Analysis Metrics 98

BirdEye

MAY 3, 2023

In this blog, we’ll share some strategies for setting effective marketing objectives to reach your desired results. In the same way, your marketing success depends on a strategic patchwork of marketing activities that come together to increase brand awareness, generate leads, and, ultimately, increase sales. Set S.M.A.R.T.

Strategy 98

Strategy Marketing Social Media Net Promoter Score 98

SurveySensum

MAY 6, 2024

Personal branding refers to achieving a prominent identity for an individual. Having a strong personal brand is necessary if you want to be recognized as an authority in your field. Personal Branding Strategies What matters most in personal branding is connecting with your target audience and paying close attention to their feedback.

Brands 52

Brands Strategy Social Media Video 52

ShepHyken

NOVEMBER 30, 2018

Task: Measure Agent Effort. Reducing agent frustration is indeed the most surefire way to boost agent satisfaction, and measuring agent effort is a crucial first step in that process. Consistency instead refers to a singular, on-brand commitment to customer centricity. Goal: Improve Agent Satisfaction. Are the tools easy to use?

Omni-Channel 96

Omni-Channel Self Service Policies Abandon Rate 96

ShepHyken

APRIL 26, 2019

Wish to inspire a step-change in how customers interact with your brand digitally ? Recent research has acknowledged that, yes, strong branding is influential in buying decisions, but so is relevance. Many brands are stung by the struggle of creating products or processes that do not align with customer needs.

Chatbots 87

Chatbots NPS Technology Brands 87

BirdEye

AUGUST 29, 2023

Satisfied customers grow brand loyalty, boost word-of-mouth recommendations, and significantly boost a business’s growth. This blog post aims to simplify making customers happy and equip businesses with proven ways to improve customer satisfaction. This way, they stick with the brand, increasing profitability and reputation.

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

Brandwatch CX

JUNE 15, 2022

TweetReach measures the actual impact and implications of social media discussions. There are those who hate it and claim that its scoring system is completely inaccurate and that trying to interact with them is an impossible mission (a curious thing as they provide interaction-measurement services). Measure what matters.[/bw_banner_cta].

Social Media 144

Social Media Tools Analysis Metrics 144

Optimove

MARCH 18, 2024

The big picture: Operators can use tech to prioritize responsible gambling measures, to ensure player welfare, avoid unnecessary fines, sidestep regulatory risks, safeguard their reputations, and address staffing concerns. Responsible gambling measures can reduce churn and increase player retention.

eBook 52

eBook Loyalty Tips Measurement 52

ShepHyken

MAY 26, 2017

Companies that track and measure their customer service have a competitive advantage. Based on responses to the question: “ How likely is it that you would recommend our brand to your friends and family? ” Detractors are the unhappy, frustrated customers while Passives are the neutral ones who neither despise nor love your brand.

Metrics 92

Metrics Net Promoter Score Effort Score Customer Satisfaction 92

BirdEye

DECEMBER 8, 2023

We live in a world where one tweet, review, or post can tip the scales for your brand. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. In the fast-moving online world, keeping up with what people think and say about your brand is a big challenge.

Strategy 113

Strategy Management Social Media Brands 113

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth. Customer loyalty is your clients’ commitment to your brand. How Do You Measure Customer Loyalty?

Loyalty 111

Loyalty Net Promoter Score Measurement NPS 111

Feedbackly

MAY 2, 2024

Brands will have to tighten their marketing and operational budgets to survive in the market. During these times, even customers seek brands that offer value for their money. But did you know that having a strong customer experience strategy can help brands shine through the challenges? Here are some ways that can help.

Financial 52

Financial Strategy Customer Experience How To 52

ShepHyken

MAY 18, 2018

Advertising and marketing your brand is costly, and it’s never certain whether these efforts will attract enough new customers to justify the cost of expensive advertising. Never underestimate the value of a customer base that is loyal to your brand, though. Attracting new customers can be expensive. The Experience.

Loyalty Programs 79

Loyalty Programs Advertising Loyalty Brands 79

ShepHyken

NOVEMBER 17, 2017

Your brand must consistently engage with customers on the platforms and channels that are available at the time. Megan Wenzl is the associate editor for ReviewTrackers, an award-winning customer feedback software that helps businesses measure and transform the customer experience.

Customer Engagement 81

Customer Engagement Engagement Hotels Advertising 81

ReviewTrackers

MARCH 3, 2021

Is your business or brand well-known online? What kind of content appears on search engine results pages, review sites and social networks whenever your business or brand name is being searched? To start with, however, it’s great to have an idea of how exactly one measures online reputation. Google PageRank. Klout Score.

Metrics 123

Metrics Measurement How To Social Media 123

Optimove

JUNE 1, 2023

At the heart of that low-key struggle is the cold hard truth that marketing touchpoints can become innumerable – not just in the figurative sense, but impossible to count, let alone quantify, measure and optimize. It encompasses every interaction and touchpoint between the customer and the brand, both online and offline.

Customer Journeys 98

Customer Journeys e-support Marketing Touchpoint 98

COPC

JULY 17, 2018

In our periodic blog series, Ask the Experts, we ask COPC Inc. Judi has extensive experience helping brands make operational changes that have a lasting impact on improving the customer experience. . How we will measure our success . In this edition of?Ask vice president. vice president. What we plan to achieve .

Management 40

Management e-support Culture Call Center 40

Retently

NOVEMBER 17, 2023

NPS goes beyond traditional marketing metrics, offering a clear and actionable snapshot of customer satisfaction and brand perception. Far fewer marketing managers are familiar with the Net Promoter Score and its huge potential for measuring the effectiveness of sales, marketing, and advertising.

Net Promoter Score 78

Net Promoter Score NPS Marketing Effort Score 78

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. Rather than spending lots of money on a brand new central database, make breaking down data siloes your company’s immediate priority. Shep Hyken.

Omni-Channel 48

Omni-Channel Customer Experience Retail Effort Score 48

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. Other top posts reflected Big Data trends, data science skills and measuring employee empowerment.

Metrics 76

Metrics Net Promoter Score Data NPS 76

ShepHyken

JANUARY 5, 2018

Customer service agents often have to deal with already angry customers and different types of issues, so having knowledge about how to properly respond to those scenarios is extremely important to customer service and your brand as a whole. Practically all consumer experiences today are instant or on-demand.

Customer Service 81

Customer Service Poor Customer Service Multi-Channel Study 81

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore the significance of measuring customer satisfaction and delve into key metrics that provide valuable insights. Understanding Customer Satisfaction At its core, customer satisfaction is a reflection of how content and fulfilled your customers are with their experiences with your brand.

Customer Satisfaction 59

Customer Satisfaction Metrics Measurement Net Promoter Score 59

Feedbackly

SEPTEMBER 26, 2023

If brands are to remain competent and foster a unique relationship with their clientele, they have to adapt to the changing trends in CX. In this regard, brands will turn to emotional insight to understand how customers feel, react, and behave in response to what the brand offers them.

Management 98

Management ROI Touchpoint Comparison 98

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. Simply gathering data is a half-measure, though. The post Guest Blog: Why Does My Customer Service Team Need a Single Customer View?

Customer Service 91

Customer Service Contact Center Self Service Call Center Solutions 91