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.

Dead Brands And Living Brands

Forrester's Customer Insights

MIT Media Labs may have helped put a fork in the monolithic approach to branding in 2011. Today great brands are less recognizable by a particular color palette than by a tonal, or spiritual, or conceptual ‘je ne sais quoi’ that breathes through everything it does.

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

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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

Emotion and the B2B brand experience

Forrester's Customer Insights

If I asked you for a list brands that might air a commercial during the Super Bowl, you’d probably include a brand like Pepsi, perhaps a Tom Brady-endorsed Foot Locker, or yet another mega consumer brand. Turns out that during the 2017 sporting event, B2B brands produced some of the most-talked-about commercials. adaptive brand marketing B2B B2B marketing brand building brand experience branding Uncategorized

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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Creating Happy Brand Experiences through Journey Mapping

Solvvy

The post Creating Happy Brand Experiences through Journey Mapping appeared first on Solvvy

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity

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.

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

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.

NPS 17

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.

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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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

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?

Your Brand is Only as Strong as Your Weakest Link

ShepHyken

This was a major brand with locations throughout the US. I’m sure that any executive of this brand would cringe at the response the manager gave me… “I really shouldn’t expect the same service or quality I’m accustomed to…” Really?! The logo is the logo, and the brand is the brand!

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.

Guest Blog: Customer Service Training Ideas to Help Build Brand Advocacy

ShepHyken

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. What is brand advocacy? Customers service training ideas for better brand advocacy.

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.

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.

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.

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.

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.

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

Using Communication To Make Your Brand Unforgettable in 2018

CX Journey

This makes for a strong brand image that’ll remain on their minds. Your brand should exist everywhere your audience does and engage them wherever they’re comfortable. brand voice communication customer experience customer service

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

How Iconic Brands Market Themselves

Smith+co CX

Burberry, a brand famous for using very young celebrities and models like Brooklyn Beckham, Cara Delvigne and Emma Watson, is positioned to be at the leading edge of social media and digital marketing. And it isn’t just product brands that can do this.

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.

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.

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.

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 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

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.

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.

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

Why Your Brand Should be a Haven for Your Customers

Win the Customer

Whether you’re an Italian restaurant, a vendor of smartphones, an organic grocery store, or a women’s fashion outlet, something about your brand needs to gain the long-term favour of its consumer base in order to be successful. But they will – whether it’s from your brand or not.

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 […].