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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.

Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity

C3Centricity

The post Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity appeared first on C3Centricity. Marketing is an old profession. It’s been around for hundreds of years in one form or another.

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 140

Do We Care About Brands?

CX Journey

Do customers really care about brands? A couple weeks ago, SDL shared a post of theirs that included 25 facts about customer experience, including a variation of this one: Most people worldwide would not care if more than 73% of brands disappeared tomorrow. Do people care about brands?

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers

3 Things Your Brand Promise Must Have

ICC Decision Services

Few things irk consumers more than an empty brand promise. A brand makes a sweeping claim: “We deliver the best.” Your own experience with the brand, however, is lousy. It may feel like that brand promise is. Brand Experience

Are You Supporting Sabotaging Your Own Brand Experience?

ICC Decision Services

Mystery Shopping Customer Experience Brand Experience Suggestive SellingIt’s hard to deliver an outstanding customer experience with one hand tied behind your back. Just ask any retail associate who bends over backwards to satisfy her employer’s unrealistic expectations.

NPS: Achieving Brand Loyalty by Closing the Feedback Loop

Kayako

And I’m still amazed at how too many people and brands neglect this fundamental driver of every great business: feedback. Promoters evangelize your brand. Promoters actively refer others to your brand, and bring in more business. This is a guest post from our friends at Typeform.

What vCommerce Brands Get Right About Customer Experience

Kayako

Warby Parker are just one of many brands in the fast-growing vCommerce space who are inciting incredible customer love as a result of their their dogged focus on delivering fantastic customer experiences – and reaping the rewards: their latest funding pegs them at an eye-watering $1.2

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity

What Does Your Brand Stand For? No, Really.

Kerry Bodine

Its clever creators juxtapose well-known brand logos against taglines that would make their respective brand managers cringe. But the truth of our own brands is hard to face. So let me ask you: What does your brand stand for? I’m not asking what you think it stands for, what your marketing team wants it to stand for, or what you paid a branding agency to tell you it should stand for. What do your customers think about your brand? Brand

7 Ways Retail Brands Can Enhance CX

MaritzCX

Savvy brands with strong e-commerce strategies, like REI, Toro, and Lowe’s, understand that delivering a better customer experience (CX) results in greater profitability. If you’re gearing up to take your business to the next level, you’ll need to enhance your CX from the ground up. Improvements to your website, customer service, and order fulfillment can turn casual browsers into loyal customers. View Article

How To Improve The Customer Experience By Humanizing Your Brand

Influitive

A study from The Corporate Executive Board (CEB) and Google found that B2B buyers who felt a strong connection to a brand had higher rates of consideration, purchase and willingness to pay a premium. Tap into the humans who are already powering your brand: your employees.

Do Customers See Themselves in Your Brand Identity?

360Connext

When conducting a recent touchpoint inventory workshop, the client was surprised when I pressed for what their brand promise really was. The best experiences are all about identity of both the brand and the customers. Have you really thought hard about your own brand identity?

Why the CX and Branding Departments Should Be Sharing Notes

MaritzCX

A few months ago at a sales training I was giving, I talked about our offering of “Brand Defector Research” and its use cases in the market. A team member raised his hand: “But we do not talk to Brand folks usually”.

How To Convince 35 Brand Managers To Focus on Customers, Not Brands - Frank Reactions

Tema Frank

When You’ve Spent Years Building Your Brands, How Can You Learn to Focus on Customers Instead? It’s Time For Multi-Brand Companies to Focus on Customers Instead of Brands. Martin Aubut is the Digital Director at L’Oreal Canada , which owns some 35 brands.

15 Brand Trends for 2015

CX Journey

Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. Real Brand Engagement : Marketers will link ?engagement? to how well the brand is perceived versus its? brand customer experience loyalty marketing

Grooming Your Customers As Brand Ambassadors

Win the Customer

Want to turn customers into brand ambassadors? There’s a reason why people tend to trust brand ambassadors more than the brand itself: product or service reviews sound more like testimonials rather than direct advertisements. Creating Customer Brand Ambassadors.

The Deadliest Threat to Your Retail Brand (and What to Do About it)

ICC Decision Services

One of these brands continues to disrupt like a scrappy startup and dominate the retail industry. Mystery Shopping Customer Experience Brand Experience Retail DisruptorsIn last week’s post , we discussed Amazon’s new brick-and-mortar venture.

Clues to a Remarkable Brand Story

C3Centricity

The post Clues to a Remarkable Brand Story appeared first on C3Centricity. Stories exist in all cultures. They have developed down through the ages as a means of transferring knowledge, long before books and now the web enabled their storage.

New Year, New Resolutions: Four Brand Strategies that Will Increase Customer Satisfaction in 2017

Calabrio

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. With that in mind, here are four predictions on how brands will step up their game in the new year.

Attack of the Disruptor Brands: 5 Key Lessons for Retailers

ICC Decision Services

Disruptor brands, that is. Customer Experience Brand Experience Retail DisruptorsThey’re fierce. They’re hungry. And they’re coming for you next. Scrappy startups turned consumer crazes. No one is safe; even the largest, most well-established retailers are running for their lives.

How to Implement Experiential Marketing and Brand Loyalty Into Your CX Strategy

MaritzCX

Today’s connected world and ever-present technology have changed the way we think about engaging with companies. Whether you’re a major corporation, or a bustling startup, people expect their interactions to be something that wows them.

How Retail Giants Bring Their Brand Promises to Life

ICC Decision Services

Mystery Shopping Brand ExperienceAsk not what your customers can do for you. Ask what you can do for your customers. Urban Outfitters answered that question for itself in early November, when it announced it will buy The Vetri Family , a group of nationally renowned Italian restaurants.

In 2020, Customer Experience will Overtake Price and Product Quality as the Key Brand Differentiator

Jacada

Why Digital Customer Service Should be a Top Priority. For a long time, companies have realized the importance of customer loyalty. Having a “good name” in business meant that people recommended buying from your company again and again. Read More. Jacada Blog

Linking CX Strategy to Corporate Strategy & Brand Values

CX Journey

The discussion was focused on linking customer experience strategy to corporate strategy and brand values, and there are some great nuggets in this Hangout that I thought would be valuable to share here, in case you missed it. How do we ensure that it supports and aligns with the brand values?

How to Transform Retail Associates Into Brand Assets

ICC Decision Services

You’ve carefully crafted your brand. None of it matters, though, if your customers aren’t feeling your brand on the ground, in real time. Mystery Shopping Blog Brand Experience In-Store Marketing

Social and Digital Media Requires Brands to Become Publishers

Natalie Petouhof

Tweet I think most brands, when they started in social and digital media didn’t realize the commitment they were heading into to be content creators or essentially publishers. And that’s where storytelling, branding and brand personas come into play.

Voice of the Customer (VoC): Is Your Brand Flying Blind?

StellaService

Incredibly, this is how many brands fly. Then, brands do something incredibly risky: they use that 3% to draw conclusions, make changes, and develop new strategies. When it comes to brand health and profitability, this is quite a gamble. Just Ask These Leading Brands.

The New Loyalty – Measuring Brand Stickiness (part 1 of 3)

ENGAGE.cx

A recent study by Accenture suggests that 90% of brands employ some kind of loyalty program. Even more unnerving to the brand, Millenials are more likely to have a negative reaction to a company’s attempt to earn their loyalty. Part 1 – Traditional Loyalty is at a Cross-roads.

Marketing Solutions to More Actionable Insights

C3Centricity

Marketing depends upon actionable insights to satisfy and delight their customers. How comfortable are you with your own process and the actionability of the results? Insights are the holy grail that all businesses seek but rarely find. Are you one of them?

What Mystery Shopping Services Reveal About Your Brand

ICC Decision Services

For retailers looking to optimize the in-store experience—in the hopes of elevating their brand and improving their bottom line—mystery shopping is a must have.

When Brand Promise Meets Customer Experience Improvement

PeopleMetrics

Because I relish in writing about confusing things, I thought I’d jump back into the muddy relationship between brand and customer experience. Brand is the Promise. Imagine brand managers, sleepless in the twilight, worried about their work. So, I feel for brand managers.

Ryanair – the brand we can now learn to love

ijgolding

I have always described Ryanair as ‘the brand we love to hate’ Famed for its ‘no frills’ approach, for years, millions of consumers decided that despite the appealing cost, the un-acceptability of the Ryanair experience was a big turn off.

Improve Your Brand Image by… Losing Subscribers!?

360Connext

Just because the customer is not happy in the current situation doesn’t mean they won’t be happy in any situation with your brand. Instead of being brand-obsessed and pointing out why the subscriber is making a mistake by unsubscribing, they respect her enough to know when her mind is made up. Many brands do a great job at showing their unique personality through marketing, and throughout the customer journey. Why One Bad Customer Interaction Could Haunt Your Brand.

How to spectacularly fail your customers and damage your brand – by British Airways

ijgolding

I also want to apologise for writing in a negative sense about a brand. Even if you have never had the opportunity to fly, BA is an iconic global brand. When you expect more from any brand, it is a significant disappointment when that brand fails to meet your expectations.

When Brand Trumps the Customer Experience

Andrew Mcfarland

Under normal circumstances, I believe that customer experiences impact a brand more than a brand can possibly influence experience. However, the reverse seems to be true as the Trump brand drives customers away. Typically, brands like VW and Chipotle suffer.

Emotional Branding Case Studies to Emulate Great Customer Experience

Win the Customer

In a year of lackluster Super Bowl ads, one brand that stood out was a spot for antioxidant infusion drink Bai Brands, recently acquired by Dr. Pepper Snapple Group. A classic branding success story is Gap brand Old Navy. Branding Customer Experience Marketing

Brands Ignoring Consumers on Social Media Are in Trouble (Infographic)

Provide Support

According to the Sprout Social report 90% of people surveyed have used social media in some way to communicate directly with a brand. The bad news is that brands reply to just 11% of people leaving the majority of inquiries ignored.