Customer Bliss

JANUARY 20, 2022

Learn more in this case study. #CX Forty percent of new employees are recruited to the company by existing staff. Want more case studies? Get more impactful brand examples, activities, and insights in the book. The post First Direct Bank Decided to Always Be Available: A Case Study appeared first on Customer Bliss.

Case Study 148

Case Study Banking Study Hospitality 148

InMoment XI

SEPTEMBER 27, 2023

Derek Eccleston, Director, XI Insights and Consultancy at InMoment Paul Smith, Global Marketing Director at NPSx by Bain & Company In the ever-evolving landscape of the UK insurance sector, understanding the pulse of customer perception and loyalty is paramount. What’s the Score for Insurance Brands?

Insurance 260

Insurance NPS Net Promoter Score Loyalty 260

InMoment XI

FEBRUARY 14, 2019

The ROI of Feelings A recent study conducted by MaritzCX found that 80% of the companies who proactively gather, analyze, manage and use insights into customers’ feelings have better financial performance, year-over-year. Do you know how your customers feel about your brand? What about your employees, do you know how they feel?

Brands 200

Brands Connections ROI Financial 200

Comm100

APRIL 22, 2021

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. Evolution of AI .

Chatbots 246

Chatbots Brands Wait Times Consumers 246

InMoment XI

OCTOBER 12, 2022

With so much riding on each interaction with your brand, you can’t afford to leave a negative customer experience unresolved. In fact, a study by Lee Resources reveals that 91% of unhappy customers won’t return to your brand at all. Bain & Company defines a closed-loop system in “The Ultimate Question 2.0”

System 493

System Chatbots Fashion Study 493

Win the Customer

MARCH 8, 2017

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. This illustrates that emotional appeal can have a major impact on a brand’s success or failure at attracting customers and maintaining their loyalty.

Case Study 118

Case Study Study Brands Customer Experience 118

C3Centricity

JANUARY 18, 2020

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! That’s great news for marketers, less so for brands.

Brands 218

Brands Retail Consumers Innovation 218

InMoment XI

NOVEMBER 16, 2023

This hands-on workshop emphasised the significance of integrating customer and employee perspectives into experience enhancement strategies, whilst leveraging productivity studies and insights to make informed investment decisions. To be successful there needs to be harmony between signals, abilities, and expectations.

Healthcare 596

Healthcare Culture Travel ROI 596

ReviewTrackers

MAY 18, 2023

Not only does getting more reviews boost your search engine visibility and performance; it also helps you foster trust and strengthen your brand reputation in places where consumers are looking and talking. It’s important to identify the review sites and platforms where your company is allowed to encourage feedback. The result?

Brands 123

Brands Case Study Multi-Channel Automotive 123

InMoment XI

SEPTEMBER 20, 2023

By Simon Fraser, InMoment + Kirstin Simons, NPSx by Bain & Company NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries.

Net Promoter Score 260

Net Promoter Score NPS Retail Trends 260

C3Centricity

APRIL 23, 2024

of company revenue to 9.1% However, according to a recent Data & Marketing Association (DMA) study, the average ROI for digital (email) marketing in 2022 was $36 for every $1 spent. While B2B companies have a slightly lower ROI, they benefit from the long-term value of relationship building and lead nurturing through email.

ROI 226

ROI Marketing Social Media How To 226

CX University

APRIL 16, 2024

As consumers become increasingly discerning, the alignment between a company’s values and the personal values of its customers has emerged as a significant driver of loyalty. Increasingly, individuals are making purchasing decisions based on a company’s alignment with their own personal values and beliefs.

Loyalty 52

Loyalty Brands Social Media Consumers 52

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Case Study Social Media Feedback 52

C3Centricity

APRIL 9, 2024

However, as companies continue to evolve in an increasingly digital landscape, these disparities, while significant, share the underlying goal of establishing meaningful connections with the people who buy their products and services. and then composing messages that resonate with them.

B2C 226

B2C B2B Strategy Marketing 226

Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback. Ready to start?

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

C3Centricity

MARCH 12, 2024

This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success. This shift demands a strategic overhaul of how companies approach customer engagement and traffic generation. HubSpot is a prime example of content marketing done right.

Customer Engagement 226

Customer Engagement Engagement Competitive Advantage Entertainment 226

QuestionPro Audience

MAY 4, 2018

Unfortunately, nagging myths about market research often stall and crash brands as they navigate shifting times full of digital breakthroughs and sophisticated audiences. What’s more, continuous research can unveil hidden motivations and desires in audiences, which is potentially game-changing for a brand. IT’S EASY-PEASY.

Brands 191

Brands Marketing Social Media Survey 191

BirdEye

NOVEMBER 15, 2023

When shoppers express their love for your brand online, they’re not just speaking to friends; they’re announcing to the world that you are the best in the business. In this blog, we’ve shared the ultimate list of retail review sites that will boost brand awareness and fuel business growth. Read the full case study here.

Retail 111

Retail Brands Consumers Case Study 111

ImprintCX Articles

NOVEMBER 27, 2023

Your brand is the story you tell to engage and motivate people (prospects, customers, and employees) to believe in you, support you, and share the story. Not understanding this symbiotic relationship is a crucial reason companies struggle to be customer-centric. Your brand identity is your personality; that is what you are known for.

Brands 52

Brands Customer Experience Competitive Advantage Customer Centricity 52

CSM Magazine

MARCH 13, 2024

In this article, we’re going to explore how you can supercharge your branding efforts by leveraging the power of customer success management. Whether you’re a startup looking to make a splash or an established business aiming to solidify your brand presence, CSM can take you to the next level.

Customer Success 52

Customer Success Brands Management How To 52

AskNicely

OCTOBER 10, 2018

Your company’s brand is more than a cool or cute logo and colors meant to evoke emotions. Your customers start to care about your brand when they can connect the visual identity with a personal emotional response. Are they connected to brand stories and share far and wide? What is the key to this kind of connection?

Feedback 150

Feedback Brands Net Promoter Score Competitive Advantage 150

ShepHyken

JULY 6, 2022

Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back. Very few companies can get to Trademark levels of service. Obviously, that is a powerful complement for both the company and for Cadillac. .

Company 73

Company Fashion Customer Service Training Comparison 73

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success.

Customer Journeys 123

Customer Journeys Brands Sales Contact Center 123

Daniel Group

DECEMBER 13, 2023

Customer Experience and Employee Experience — Both Matter in Your Company Customer experience is the word you hear a lot these days. Companies are paying attention more than ever to it. To illustrate, SuperOffice did a study of over 1,200 companies. Companies need to learn how to “human” better!

Employee Experience 52

Employee Experience Customer Experience Company Employee Engagement 52

Storyminers

APRIL 24, 2018

That’s why Vacasa , a vacation rental property management company, caught my attention. Here’s a behind-the-scenes look at three key elements that make this company so successful. It wouldn’t be possible if the company didn’t have a clear understanding of their niche— full service property management. BUSINESS DESIGN.

Case Study 100

Case Study Study Culture Guest Experience 100

CSM Magazine

APRIL 19, 2023

makepositive, Sabio Group’s specialist Salesforce CRM consultancy, has been named Leader in three out of the six quadrants of the ISG Provider Lens Salesforce Ecosystem Partners Study for the UK. The company is headquartered in the UK, with additional offices in India.

Study 52

Study Consulting CRM Groups 52

ijgolding

AUGUST 3, 2018

I wrote the following: Retail, in general, is an industry that contains companies completely failing to continually reassess their ‘why’, as marketing guru Simon Sinek would say. “… actively encouraging a culture that promotes teamwork, involvement and empowerment at all levels of the company” – really?

Case Study 191

Case Study Retail Study Policies 191

SuiteCX

MAY 25, 2016

It is becoming ever more clear that companies are interested in improving the customer experience. True engagement requires a dialogue between customer and company. Customers must trust that companies won’t misuse their data, and companies must provide true value in the exchange. Create compelling content.

Case Study 100

Case Study Study Customer Engagement Engagement 100

C3Centricity

JUNE 5, 2019

Their brands have not performed as well as they had hoped this year and they are looking for a solution – fast! No less than two of my current clients and four new companies have asked me for support in growing their businesses in just the past month! How to Stop a Declining Brand. Emotional, subjective benefits.

Brands 159

Brands Social Media Advertising Measurement 159

Horizon CX

DECEMBER 1, 2023

Real-world examples from successful companies will be highlighted to underscore this point. Real-world examples from successful companies will be highlighted to underscore this point. The company positions itself as a provider of premium products and services, and positive customer experience is central to maintaining this brand image.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Beyond Philosophy

MAY 8, 2017

Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. It can take years to build a brand, but just one wrong tweet to shatter that image.

Brands 141

Brands Customer Experience Advertising Study 141

SurveySparrow

FEBRUARY 14, 2022

Cross-sectional study. Yes, for almost all your market research needs, this study technique plays a huge role. Cross-Sectional Study – The Definition. Cross-Sectional Study – The Definition. The group is chosen from the entire population or the overall sample group, and the study is done for a particular time.

Study 52

Study Examples Analysis Groups 52

SurveySensum

SEPTEMBER 6, 2023

In such a situation, you might have opted for a different brand, potentially missing out on a fantastic product and exceptional customer service, right? This is where brand advocacy comes into play. What is Brand Advocacy? These advocates are your brand’s enthusiastic cheerleaders, who can sway others’ decisions.

NPS 52

NPS Brands Social Media Net Promoter Score 52

Storyminers

APRIL 24, 2018

That’s why Vacasa , a vacation rental property management company, caught my attention. Here’s a behind-the-scenes look at three key elements that make this company so successful. It wouldn’t be possible if the company didn’t have a clear understanding of their niche— full service property management. BUSINESS DESIGN.

Case Study 100

Case Study Study Culture Guest Experience 100

Calabrio

JUNE 1, 2017

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

Brands 162

Brands Customer Experience Chief Customer Officer Contact Center 162

2020 Research

SEPTEMBER 1, 2022

Good branding. No matter the state of the world, your branding strategies will determine where you fit in. Branding is how you build trust with your consumers and achieve loyalty, which is especially crucial during recessions. And the best way to do that? Don’t Expect Your Customers to Be Loyal.

Brands 52

Brands Banking Advertising Loyalty 52