Confirmit

MARCH 12, 2019

Last week we joined insights, research and marketing professionals from around the world at the Marketing Week Insights Show in London. What’s nice about this event is that we’re able to speak to people from every part of the marketing world – often the home of Customer Experience and Insight teams.

Gamification 56

Gamification B2C Social Media B2B 56

BirdEye

DECEMBER 5, 2023

When people consistently see positive things about your business, they’ll have a good image of your brand in their minds. Competitive advantage In a crowded market, having a strong reputation can be the deciding factor for customers. Businesses with better reputations often stand out and attract more customers.

Brands 108

Brands Management Social Media Analytics 108

Eptica

APRIL 25, 2018

Purposeful Leadership: Operate consistently with a clear set of values. Compelling Brand Values: Deliver on your brand promises to customers. Customer Connectedness: Infuse customer insight across the organization. They need to be ambassadors for your company, and always put the customer first.

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49

Magellan Solutions

JULY 11, 2023

SMEs must adopt customer experience outsourcing strategies. Flexibility and Scalabilty SMEs need assistance to address evolving market dynamics and customer behavior. Contact centers can adjust operations to match customer needs and ensure resources are in sync.

Customer Experience 75

Customer Experience Customer Journeys Net Promoter Score e-support 75

ijgolding

JUNE 9, 2015

Question 4 – On a scale of 1 to 10 (1 being not at all and 10 being extremely), how well do you adopt customer-centricity and how accountable are you? COMPETENCY 3 – VOC, Customer Insight and understanding. An organisation that has customer insights and a deep understanding of the Voice Of the Customer (VOC).

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

BirdEye

DECEMBER 5, 2023

When people consistently see positive things about your business, they’ll have a good image of your brand in their minds. Competitive advantage In a crowded market, having a strong reputation can be the deciding factor for customers. Businesses with better reputations often stand out and attract more customers.

Brands 62

Brands Management Social Media Analytics 62

ijgolding

MARCH 20, 2018

I still hear things like: ‘I treat my customers how I want to be treated’ instead of how they want to be treated. We’re a small company specialised in customer insights, CX consulting and training/change management. We work with organisations large and small to help them be more customer-centric.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

Forrester's Customer Insights

SEPTEMBER 17, 2020

The relationship between consumers and businesses is undergoing a multifaceted transformation based on four factors: the economic impact of marketplaces, next-generation product experiences, consumers’ perception of brand values, and brands’ adoptions of business models.

Consumers 41

Consumers Brand Values Brands Customer Centricity 41

Forrester's Customer Insights

MARCH 16, 2018

It’s painful to watch marketers struggle with social network updates. This is one of the reasons brand value and customer experience remain front and […]

Brand Values 22

Brand Values Consumers Brands Marketing 22

Forrester's Customer Insights

APRIL 9, 2018

In 2010, Apple ranked as the 17th most valuable brand in the world. Since 2010, Apple’s brand value has increased at a compound annual growth rate of 36%, while the entire “brandscape” has grown […]. Do you want to be like Apple? Just three years later, it had garnered the top spot and has remained there.

Brands 39

Brands Brand Values Advertising B2C 39

SmartKarrot

APRIL 7, 2022

The reasons could be many bad product-market fit , losses in sales, competitor pricing, brand value, or lack of customer service success. To manage a brand is tough, but to revive a failed brand is even tougher. The name of a product is a huge part of its brand value. Change the name.

Omni-Channel 10

Omni-Channel Social Media Customer Centricity Brand Values 10

ProProfs Chat

NOVEMBER 9, 2021

Customer satisfaction determines whether or not the customers are delighted with the business they are doing with your company. It could be a game-changer for your brand, and here’s why: It acts as a key differentiator . It promotes customer retention and loyalty. Read more: 100+ Customer Satisfaction Survey Questions.

Customer Satisfaction 97

Customer Satisfaction Measurement How To Effort Score 97

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Forrester's Customer Insights

OCTOBER 29, 2020

Customer experience (CX) has become the number one business priority for marketers. The percentage of European B2C marketers considering improving CX as their company’s top business priority has jumped from 26% in 2019 to 46% in 2020. CMOs are fully aware of the importance of customer data to personalise experiences.

Employee Experience 28

Employee Experience Customer Experience B2C Brands 28

SurveySparrow

SEPTEMBER 19, 2019

Finding your brand identity can be the singular exercise in creating a strategy for brand loyalty, customer retention, lead generation and even being able to better your competitor’s success just by virtue of being a company with better brand identity. What is a brand identity?

Brands 64

Brands Survey How To Exercises 64

SmartKarrot

FEBRUARY 2, 2021

Adding 24×7 available chatbots render the customer immediate assistance and help in augmenting the brand value too. Just in case, the chatbot cannot resolve the customer’s concern in one go, it deflects the issue to a human agent. Collects Insights and Preferences. Reduces Churn Rate.

Customer Experience 8

Customer Experience Effort Score Chatbots Wait Times 8

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160