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Your Guide to Mastering Brand Reputation Management

InMoment XI

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
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CX Competency: Compelling Brand Values (Video)

Experience Matters

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. This video provides an overview of one of those competencies, Compelling Brand Values, where the goal is to deliver on your brand promises to customers.

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5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience)

InMoment XI

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. Gen Z’s first exposure to your brand is likely via social media, and more specifically, through social media influencers. Revolutionary even.

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How Contact Centers Shape And Enhance Your Brand Identity

CSM Magazine

Brand identity is fundamental to success, representing how consumers perceive and experience a company. These centers, where customers engage with a company, hold significant influence over brand identity. The interactions they have with customer support agents profoundly influence their perception of the brand.

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Are Your In-Store Employees Delivering Your Desired Brand Value?

Second to None

Understanding the way that employees are performing on the frontlines can serve as a difference maker for brands hoping to create a leading Customer Experience platform. There are countless factors that contribute towards the perception that customers have of your brand, and the impact that in-store employees have is arguably the largest.

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Report: Translating Brand Promises into Employee Behaviors

Experience Matters

We just published a Temkin Group report, Translating Brand Promises into Employee Behaviors.

Report 258
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Focus on Culture to Drive Customer Engagement

SuiteCX

Of those who have hired resources only 30% are actually starting to understand how to operationalize their customer journeys there and build them into their culture. We all want to find the magic bullet that will help us speed up the adoption process but cultural change is more complex and takes longer than technology change.

Culture 113