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3 Ways CX-Driven Brand Reputation Helps Your Business

InMoment XI

Every business can agree that a sterling brand reputation does wonders for both the customer base and the bottom line—but how can companies build a better rep by leveraging customer experience (CX) tools? That’s the power of CX-driven brand reputation in action.

Brands 493
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9 Must-Read Articles on EX, Linking EX & CX, and Branded Experience

InMoment XI

Organizations around the world are actively evaluating—and seeking to better understand—the decision-making and behavioral influence of employee and customer trust, the drivers of emotional bonding with a brand or company, and what is required to create and sustain a more valuable branded experience.

Brands 493
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3 Challenges Utilities Brands Face When Aligning Strategy, Ops, and Services to CX Needs

InMoment XI

Customer experience (CX) leaders from utilities brands are facing unprecedented challenges in 2022. Additionally, brands have not figured out how to tap into 85% of data—the unstructured kind—so they miss out on the bigger picture. Customer Experience Taking Action Utilities Brands

Brands 529
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Running Brand Awareness Studies

SurveyGizmo

Our Panels team is helping many customers run Brand Awareness Studies to enable marketing teams to understand where they stand today and how their advertising and marketing efforts are moving the needle. Longitudinal Reporting for Brand Awareness.

Study 95
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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

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6 brand tracking errors brands make

Perceptive

There are a lot of ways a business can reap rewards from brand tracking, but certain brand tracking errors can leave you with insights that are meaningless to your business and its strategic objectives. To make sure you get the most out of your brand tracking, avoid these mistakes.

Brands 85
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Brand Portfolio Secrets to Success (The 5 Things You Need to Know)

C3Centricity

How do you know when you have too many variants in your brand portfolio? One of the most popular evergreen posts on C3Centricity is “The Beginners Guide to Brand Portfolio Management.” consumer #brand #Marketing Click To Tweet. CORPORATIONS ARE BRANDS TOO!

Brands 218
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3 Tips for Shaping Brand Experiences With New and Loyal Customers

Alida

Brand ExperienceWhat happens when a beloved business rebrands? Or when new product formats emerge that risk alienating some audiences while impressing others?

Brands 246
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5 Challenges Facing Your Customers and Brands, and What They Mean for Your CX Program

InMoment XI

A great deal of customers and the brands that serve them are facing unprecedented uncertainties; understanding them is key to organizational success, delivering Experience Improvement (XI), and ensuring that your customer experience (CX) program is operating optimally.

Brands 529
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Brand Equity: What It Is, the Benefits, and How to Build It

InMoment XI

For example, if a customer is looking for a quick OTC pain reliever, they may turn to Tylenol over a drugstore generic alternative because they know the brand and trust it. That is the essence of brand equity. Elements of Brand Equity. Brand Perception.

Brands 492
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Using Customer Reviews, Advocacy, and Referrals in Your Journey Map

Speaker: Jeremy Boudinet, Marketing Manager, Nextiva

Customer reviews and referrals are invaluable assets to a company--with them, you can build a worthy reputation, attract new customers, and improve your CX. But if you have to beg a customer to give a review or referral, you're doing it wrong. Making a customer want to advocate for your brand takes passion, personalization, and gratitude: all things that can be gracefully elicited throughout the customer journey map. The best customer experiences go beyond the sale. Join Jeremy Boudinet, Marketing Manager of Nextiva, and learn the tools for getting that glowing review.

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What Brands Should Do to Design More Inclusive Experiences

InMoment XI

Whether it’s how quickly news travels via social media or how to have conversations with marginalised communities, the sheer myriad of variables for brands to consider can seem overwhelming. This will compel customers to forgive your mistakes and result in positive messaging for your brand.

Brands 493
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The Benefits of Personal Branding at Work with Ana Lokotkova

Russel Lolacher

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. Um, to me, personal branding is, first of all about understanding who you are.

Brands 98
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How Employee Experience Initiatives Help Brands Retain Talent, Grow Workforces, and So Much More

InMoment XI

The causes and effects of employee churn are complicated, but the bottom line for brands and organizations the world over is simple: employee expectations have changed, and workplace cultures’ view of the employee experience must change as well.

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4 brand health metrics every brand should know

Perceptive

The best brand health metrics are those relevant to your business. With that in mind, here are the most common metrics we track along with the ones that ambitious brands should know. Brand Health Brand Tracking

Brands 67
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Your Guide to Boosting ROI Through Customer Service

Today’s most successful brands understand how great customer support can grow their bottom line. Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you.

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Brand Experience: What is It and How to Improve It

Alida

68% of men and 64% of women claim to have felt an emotional connection with a brand. Brand ExperienceAnd when that happens, they are much more likely to buy - even at a premium cost - and become loyal customers.

Brands 130
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What makes the the worlds #1 Customer Experience brands?

ijgolding

As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. Customer retention and loyalty CX Professionals CX Strategy # 1 Customer Experience Brands air new zealand Amazon apple bmw boden corporate attitude customer experience Disney First Direct John Lewis mercedes Starbucks

Brands 436
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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. Here’s the executive summary: Temkin Group has found that the companies that deliver great customer experience use their brand as a blueprint for how they treat customers, which is why Compelling Brand Values is one of our four customer experience core competencies.

Report 258
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I Buy, Therefore I Am: The Psychology Behind Why We Choose Our Favorite Brands

InMoment XI

In what ways do your favorite brands help create your personal brand? So, Why Do Customers Choose Their Favorite Brands? A Few Examples from Best-In-Class Brands. It’s about how we see ourselves, what we aspire to, our connection with the brand, and our identity.

Brands 493
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Everyone Is Accountable and Responsible for a Great Customer Experience!

Speaker: Bryan Horn, Founder, CS Solutions

If you've ever called a bank, cable company, or organization that thinks it's "too big to fail", you've probably run the customer service gauntlet: you start off with a seemingly simple request, and you call the customer service line. Once the general service rep hands you off, you're transferred to every department known to man. Further and further down the rabbit hole you fall, and each time you're transferred, the waiting room music plays longer and longer, and the person at the end of the line knows less and less about you and your problems. After the call, you've probably popped a blood vessel. Join Bryan Horn, author of The Customer Service Revolution and founder of CS Solutions, and learn how to master the warm handoff. Bryan will teach how to develop a culture of accountability so that all members of the organization are equipped to handle customer concerns and offer quick resolutions.

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How Quick Service Restaurant Brands Can Drive Profitable Guest Experience Programs

InMoment XI

With this goal in mind, InMoment gathered the three most important steps quick service restaurants can take to achieve better guest experiences in our new eBook, “How Food Services Brands Can Evolve Guest Experience Programs.”

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Becoming Alida: Q&A with Senior Director of Brand, Kristin Dorsey

Alida

Q&A with Senior Director of Brand, Kristin Dorsey.

Brands 246
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What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes

C3Centricity

Your brand is not what you think it is! It is what your customers think it is; its brand image, personality and its value to them. I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding. If you’re having issues with your own brand in either of these areas, then you’ll find the following article both interesting and valuable. Why we Buy Brands. Branding Elements.

Brands 159
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Launching a Voice of Franchisee (VoF) Program? Your Top Questions Answered by JAX Tyres & Auto and Craveable Brands

InMoment XI

Steve Grossrieder, CEO of JAX Tyres & Auto, and Jess Gill, Chief Customer Officer for Craveable Brands, know exactly what it takes to keep franchisees inspired, and make sure experience programs stick across the organization. .

Brands 491
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How to Use Data to Build Strong Customer Communities

Speaker: Carrie Melissa Jones Founder, Gather Community Consulting

Time and again, organizations assume that community member research is duplicative, cumbersome, risky, or incapable of yielding meaningful results. They simply move ahead with their communities and “iterate” as they go. The results of not performing community member research? Mediocre, copycat brand communities that fail to deliver on employee or customer expectations. On August 12th at 12 pm EDT, Carrie Melissa Jones will be sharing the importance of undertaking research whether you are preparing to launch your community or are planning a strategic pivot, and how it can impact cross-organizational value.

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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. Tip #4: Strong Brand Values Are Make-or-Break.

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6 signs you need brand health tracking

Perceptive

Not sure brand health tracking is for you? If you’re a growing business looking to scale, here are six signs to help you decide if you need a brand tracking programme. Brand Tracking

Brands 83
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How Improving Brand Equity Can Increase Your Profit

Feedbackly

What is brand equity? Brand equity refers to the. Insight brand brand equity branding customer experience digital experience emotional experience strong brandWhy is it important for your business? What does CX have to do with it?

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How to use brand tracking to assess marketing performance

Perceptive

Short of new leads and tracking your sales, it can be difficult to understand how effective your brand’s marketing activity is at not only building general awareness but also influencing customers’ path-to-purchase. Brand Health Brand Tracking

Brands 85
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Research Study: Customer Perceptions of the Community Experience

We surveyed more than 600 consumers about their perceptions of the community experience. Our aim? To reveal how community can impact business-focused objectives. Get your free copy of this research report today to find out how customer expectations can be addressed and how it can affect your brand’s bottom line.

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Understanding “The Great Resignation” and Brands’ Own Role in Creating It

InMoment XI

What follows is a quick illustration (and examination) of the sequence of events that precipitated The Great Resignation, as well as what brands like yours might be able to do about it if you find that many of your employees are headed for the exit.

Brands 493
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Four Hacks for Highlighting Your Brand Performance in Dapresy Brand Tracking Reports

Dapresy

In the world of market research, everyone is familiar with Brand Tracking studies. These studies monitor the health of a brand over time. They quantify the return on brand investment, providing continuous insight to make brand strategy decisions. Get your branded theme.

Brands 98
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Distinguishing Your Brand In A Hyper-Competitive Marketplace

Doing CX Right

The post Distinguishing Your Brand In A Hyper-Competitive Marketplace appeared first on Doing CX Right. Podcast Customer Experience Distinction Iconic brand Scott McCain

Brands 119
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Styling Emails and Reports with Your Company Branding 

SurveyGizmo

In this installment of styling, let’s focus on the other areas where your audience expects corporate branding, including providing the feedback needed for informed decisions. Now let’s ensure your brand presence is mirrored in distribution channels.

Report 98
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2021 Community Predictions

What does 2021 have in store for the community profession? Will these unprecedented times expedite the rise of branded communities? What can organizations do to ensure their business remains relevant? This year's community predictions have all the answers! 2020 was a year unlike any we've seen in our lifetimes. These challenges have pushed organizations to seek digital solutions to remain relevant and connect with their customers online. What impact has the global situation had on the community and what can we expect moving forward into 2021? This year's annual Community Predictions will provide you with everything you need to know to succeed in 2021.

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Guest Post: Is Your Customer Journey Aligned with Brand Expectations? If Not, It Could Be Costing You Sales

ShepHyken

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations.

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CX Prediction 2022.1 — Brand Loyalty Rebooted

SurveyGizmo

COVID killed brand loyalty. Brand loyalty took a nosedive during the pandemic with 75% of consumers trying a new shopping behavior since COVID started. This includes trying new brands, new retailers, and new generics. But the great brand realignment isn’t over.

Brands 95
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Personal Brand Vetting – THEY are Listening

Michelli Experience

As I help business leaders deliver branded customer experiences, I often start with the premise that brands are nothing more than what people say about us when we’re not around. For years companies have been trolling social media to see what customers post about brand experiences. That data mining and sentiment analysis provides both qualitative and quantitative data that represents a snapshot of the “brand’ experience.

Brands 185
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Dynamic Branding Tools for Enhancing Customer Experience

Storyminers

When people think of branding, they tend to think of it in terms of attracting customers—showing off your company’s best qualities to acquire new sales. But branding doesn’t stop after a sale is made. To create effective branding, you have to keep the big picture in mind. Here are four powerful tools you can use to boost your brand and improve your customer experience. The little touches common to experience design are part of branding.

Tools 190
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Live Interview with Jeannie Walters

Speaker: Jeannie Walters, Founder and Chief Experience Officer, Experience Investigators

Need help giving your CX a human touch? Not sure what data you should be using at to make loyal customers? Are you struggling with making VoC the center of your company's mission? Whether you're just starting out your CX program, or you need to tweak an existing one to pandemic standards, register for this conversational webinar where we'll talk about it all! Join Jeannie Walters, CCXP, founder of Experience Investigators and come ready with questions to jumpstart your CX with the wisdom of a CX expert.