How People Recognise Brands: I Can Guarantee It’s Not What You’re Thinking!


How do you think people recognise your brand? A brand is a combination of elements, that together make it recognisable. But consistency and compatibility are often the two missing parts that are most often forgotten in building a brand.

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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.

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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

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6 brand tracking errors brands make


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.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

The Beginner's Guide to Brand Awareness Survey Questions


Brand ExperienceLet’s play a little game.

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4 brand health metrics every brand should know


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

3 Tips for Shaping Brand Experiences With New and Loyal Customers


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

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


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!

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Running Brand Awareness Studies


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.

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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.

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.

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


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. The post What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes appeared first on C3Centricity.

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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.

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5 Ways to Ensure Employees Uphold Your Brand’s Values

InMoment XI

Each employee—from the leadership to the frontline—has a personal stake and interest in building success through differentiated offerings and positive customer experiences , all while upholding the brand’s values. How to Help Employees Uphold Your Brand’s Values.

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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.

6 signs you need brand health tracking


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

Why are Top Brands Embracing AI Chatbots?


From Starbucks to Duolingo and in almost every industry in between, top brands are turning to chatbots to improve their customer service and support operations. While some brands were initially hesitant to get onboard, thanks to tech advancements, these chatbot fears are being put to bed.

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At a Glance: 3 Employee & Customer Experience Program Use Cases for Financial Services Brands

InMoment XI

Financial services brands know that customers take their money seriously, so many of them leverage employee and customer experience programs to understand what their customers need, then create experiences that build trusting, positive customer/brand relationships.

How to use brand tracking to assess marketing performance


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

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.

Brand attributes: what are they and how to build them


Brand attributes are a vital component to brand he alth. Understanding them helps you hero the features of your brand customers are drawn to, and ultimately make them choose you over a competitor. Brand Health Brand Tracking

Guest blog: The Ultimate Guide to Launching and Branding a Successful Customer Experience Program


If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. How to launch and brand a customer experience program successfully. Below is our 4-step plan to launch and brand a customer experience program.

Brands 196

How Improving Brand Equity Can Increase Your Profit


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?

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


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.

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Customer Perceptions of the Community Experience

Speaker: Mike Ellis, Vanilla Forums Marketing Manager

What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 27th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.

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.

Styling Emails and Reports with Your Company Branding 


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: 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.

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The Top Customer Service Expectations that Brands aren’t Meeting


Only 10% of customers say that most brands are meeting their expectations for a “good experience”. Read on to find out what customer service expectations many brands are failing to meet, and what they can do to change this.

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.

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.

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Determining brand health with the modern customer brand funnel


Undergoing a complete brand health check is like any other health check you would undertake; much like when you go to the doctors and have to complete several tests to determine where it hurts, or why. Brand Health

What makes the the worlds #1 Customer Experience brands?


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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CX Tech Top-ups: Try Our Brand New Hierarchy Comparison Dashboard


At Intouch Insight, we’re constantly working on new features that will help you reach the top of your game. This month we have introduced new features to the Intouch Platform and IntouchSurvey™. Product Updates

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.

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


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

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