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.

Lessons From Leaders At Brands Where CX Is Working

Storyminers

It’s in the form of a dozen interviews with company leaders whose brands are excelling at the customer experience. It empowers the brand team (and eventually the dealers). Mazda is reigniting its ‘why’ story and using it to help people get closer to the brand.

Trending Sources

Brand Reputation Protection: The Complete Guide

ReviewTrackers

For businesses of every size across every industry, online brand reputation has become one of the most powerful drivers of revenue and growth. This is where brand reputation protection comes in. Why the Need for Brand Reputation Protection? Brand Reputation Protection: Search.

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

The Customer-First Experience: Are Brands Really Prepared to Deliver?

Calabrio

Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience.

7 Ways Brands Profit From Customer Experience Management Programs

ICC Decision Services

Why do leading brands manage their customer experience? These brands are laser-focused on the bottom line. When brands invest in gathering and analyzing customer experience data, they expect to see a significant return.

How smart brands measure customer intelligence ROI

Vision Critical

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions.

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Consumer Brands NPS® Benchmarks

CustomerGauge

Or why Starbucks is leading the fast food consumer brands NPS chart? Today we will walk through the NPS achievements, CX strategies and best practices from the consumer brands industry. The post Consumer Brands NPS® Benchmarks appeared first on CustomerGauge.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity

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

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

CX now trumps brand loyalty, suggests a new study

Vision Critical

That’s one one of the key findings in a new CMO Council study , which found that 47 percent of loyal customers will stop doing business with a brand that provides “poor, impersonal or frustrating” experiences. So why are many brands not acing the CX game?

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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.

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

Who Wins – Brand Or Customer Experience?

Beyond Philosophy

Interestingly, those driving the cars painted with a Red Bull logo consistently drove faster and more aggressively than other participants, apparently because of the subconscious cues delivered by the soft drink’s branding and market personality.

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?

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

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.

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.

4 Things That Predict Customer Sentiment After Online Interactions with Brands

MaritzCX

It’s no secret that customers are flocking to social media in droves to express their delight and disdain with the brands they buy. A key tool that cutting-edge CX practitioners use to measure their social media (SM) reputation is sentiment analysis.

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.

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

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.

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.

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”.

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 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

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

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.

Building Brand Engagement with Multichannel Services

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland leadership multichannel

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.

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.

Make Sure Your Brand is Telling the Same Story as Your Reviews

Grade.us

If you hit the regular marketing blogs up semi-regularly over the past few years, you’ve heard the term “brand story”. Whatever your brand puts out; it needs to communicate exactly what you mean in a clear way. I’d like to go over several ways to help align reviews with brand messaging.

The 4 Biggest Mistakes Brands Make When Monitoring Online Reviews

ReviewTrackers

This article was written by Vivek Patel, who works as a Local Search Specialist for E2M, a content marketing agency based in San Diego that specializes in content strategy, creation, promotion, and SEO for domestic and overseas clients. You can find Vivek on Twitter @vivekrpatel.

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.

Introducing Forrester’s New Brand Energy Framework – Emotions Fuel Your Brand’s Energy

Forrester's Customer Insights

To most marketers, this is an age-old axiom: emotions drive brands. B2B marketing B2C marketing brand experience branding chief marketing officer (CMO And emotional motivators, like pixie dust, are sprinkled by the likes of Apple, Harley, Lego, and Patagonia to create a frenzied devotion that, on a good day, can give the Star Trek fandom a run for its money. But how does one create pixie […].