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.

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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.

Tools 208

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.

Brands 156

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.

Brands 245

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty.

Branded Customer Experiences {Infographic}

Michelli Experience

Brands 141

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.

Your customer experience *is* your brand

CX Advantage Walker

Companies who aren’t moving their brand activity and their customer experience activity closer together are setting a course for failure. The post Your customer experience *is* your brand appeared first on CX Advantage.

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.

ROI 276

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

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 157

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?

Study 164

3 Ways Customers are Tracking Brands (and Judging YOURS!)

360Connext

Customers are tracking brands and how they how they interact with customers. And they’re giving their friends all the dirt they find on your brand! The post 3 Ways Customers are Tracking Brands (and Judging YOURS!)

Brands 212

Not Top Of Mind But Top Of Heart – When Branding Gets REAL

Michelli Experience

Here are some important terms of art when it comes to understanding the strength of your brand: Brand Awareness – the visibility of your brand and it’s products/services in the eyes of consumers. Branding Campaigns – tactical strategies for driving brand awareness. Impressions – how many customers actually lay eyes on elements of your branding campaign. Customer Engagement – some define customer engagement as a reaction of a customer to your brand.

Brands 176

How Hong Kong’s top brands lead with relationships

Vision Critical

The action-packed, half-day meetup explored how leading brands in Asia are building emotion-rich brand experiences, while improving customer lifetime value and market share through customer relationships. Compete against the gold standards of CX—set by brands like Uber or Airbnb.

Brands 151

Study: The Health of the Contact Center

Brands like Sephora are racking up accolades both in-store and online with corresponding benefits. center, showing that brands are willing to do—and spend—what it takes to create loyal customers. Many brands aren’t. is mounting, and brands risk agent burnout and customer churn.

Top CX tips for delivering a ‘Branded Customer Experience’

NewVoiceMedia

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes.

Tips 340

Infusing Live Chat Support with Your Brand’s Personal Touch

Kayako

Think about what’s at stake every time a customer interacts with your brand. Implement a personal, branded style for customer support that leads to more customers coming away with positive and memorable live chat support experiences. Write scripts in your brand’s voice.

Brands 206

5 service expectations that brands aren't meeting

NewVoiceMedia

Today’s consumer has become more demanding. They not only want high-quality products, but they also expect high-quality customer service. However, new research has revealed that under-investment in contact centre infastructure is harming customer service. NewVoiceMedia recently partnered with the market research firm Opinion Matters to analyse survey responses from 1,000 contact centre professionals who use customer relationship management (CRM) systems.

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.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

external brand perception as the cause. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.

Not Top Of Mind But Top Of Heart – When Branding Gets Real {Infographic}

Michelli Experience

Business Customer Advocacy Customer Engagement Customer Experience customer loyalty Customer Service Customer Value Driven to Delight Human Performance Joseph Michelli Mercedes-Benz USA Branding Customers Delivering WOW Differentiation Ritz Carlton The Michelli Experience The New Gold Standard

Brands 219

Apple’s Brand Playbook Unlocked

Forrester's Customer Insights

In 2010, Apple ranked as the 17th most valuable brand in the world. Since 2010, Apple’s brand value has increased at a compound annual growth rate of 36%, while the entire “brandscape” has grown […]. advertising advertising agencies age of the customer Amazon B2C marketing brand building brand experience brand monitoring branding chief marketing officer (CMO) customer experience digital business digital disruption digital transformation Uncategorized

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

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?

Brands 162

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity

Customer Centric Internal Branding

ClearAction

Customer Centric Internal Branding Lynn Hunsaker. Customer centric internal branding revolves around customer well-being. Living the brand promise is another way of describing customer centric internal branding. We Live the Brand.

Consumer Marketing 2018: Build Emotion-Powered Brands With Dipanjan Chatterjee

Forrester's Customer Insights

WHAT DO EMOTIONS HAVE TO DO WITH BRANDING STRATEGY? I sat as a silent observer at an internal marketing workshop of a multi-billion-dollar consumer brand. They spoke for three hours about being customer-obsessed. They never spoke about the customer. That’s the old way of marketing.

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.

Brands 184

Building a Customer Loyalty Program That Drives Brand Love

Kayako

That’s the job of your product and brand. Does that mean a small business can’t pull off an amazing customer loyalty program that rakes in repurchases and drives brand love? Partner with other brands. When was the last time you shopped for something that’s an everyday staple?

The Experience Margin: Only CX can save retail brands

Currency Alliance

Retail brands can be saved; but not by conventional retail strategy. Most retail CFOs would spit coffee at the suggestion that customer experience is their problem, but services can be easily and practically budgeted for, commoditized and recorded in a brand’s annual reports.

Retail 130

Three Lessons in Branding from Will Smith {Infographic}

Michelli Experience

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.

Brands 142

Brands In One Word - Equifax

Bob Hayes

This method requires each respondent to provide one word that best describes a particular brand. Next, applying our sentiment lexicon to the words, we calculate a Brand Sentiment Index. Equifax Brand Sentiment Index. Brand Sentiment Index = 4.6 (on

Building customer relationships: Examples and lessons from 3 smart brands

Vision Critical

Many brands simply have no idea about the evolving needs of their customers, and that’s impeding their ability to build a closer relationship with customers. Aretha Franklin knows it, and so should brands. Most companies today have a customer relationship problem.

Brand Reputation Monitoring And Its Role As An Organizational Differentiator

Second to None

Interactions between brands and consumers are changing across virtually every industry, making it more important than ever that your organization is striving to encourage consistency within every moment of the customer journey. Increased accessibility has changed the expectations of the average customer, and as a result brands have a whole new set of responsibilities that did not exist even ten years ago.

What’s Your Signature? The Importance of Defining Brand Moments

Michelli Experience

When I was asked to do a TEDx talk about a year ago, I keyed in on the message that your brand (be that your individual brand or your corporate brand) is little more than “what people say about you when you are not around.”. Branded Customer Experience.

Brands 141

Marketers, Do You Know Everything You Should? From the 5Ps to the 7Qs.

C3Centricity

Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the department that comes in late, parties every night and gets to talk about advertising at conferences in exotic places.

Brands 249

Ready or Not: AI Customer Service Will Change Your Business and Brand

BlueOcean

The post Ready or Not: AI Customer Service Will Change Your Business and Brand appeared first on. Say hello to the future: the robots are right here. Artificial intelligence is flipping all kinds of traditional business models on their heads.

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How Brands Cash In On March Madness

QuestionPro Audience

Brands know they have an opportunity to reach a large audience, and spend the month engaging consumers via social media and advertising. television audience watching at least six minutes of the tournament, it is a good bet for brands looking to reach a broad audience.