Second to None

APRIL 3, 2018

Capturing new customers is a foundational pillar of a successful fast-casual restaurant brand, but the ability to retain these first-time patrons is the true signifier of a leading Customer Experience. One specific segment that fast-casual brands should be catering their services towards are millennials.

Brands 63

Brands Consumers Rewards Programs Loyalty 63

InMoment XI

JUNE 21, 2022

We heard from award-winning customer experience speakers from some of Australia’s biggest brands—Craveable Brands, The NRMA, Rest Super, Foxtel, and JAX Tyres & Auto—not to mention two of InMoment’s global leaders. InMoment’s Global CMO, Kristi Knight , took us through the evolution of customer experience (CX).

Customer Experience 260

Customer Experience Feedback Advertising Survey 260

Alida

OCTOBER 17, 2019

From new regulations on the table in multiple jurisdictions globally to huge brands being fined millions of dollars in massive penalties due to data breaches and lack of compliance with existing regulations, the free-for-all consumer data collection practices are being left by the wayside for a more transparent customer experience.

Brands 167

Brands Data Consumers Customer Experience 167

InMoment XI

DECEMBER 1, 2021

On the other hand, customer experience invests more in the ongoing conversation through the customer journey. There is clearly some overlap between both programs, so how can brands utilize one to inform the other? So the question is, what incentives do customers really want? would if a discount is involved.

Loyalty 260

Loyalty Marketing Loyalty Programs Customer relationships 260

Second to None

OCTOBER 23, 2018

1] Beyond a great tasting pie, price, convenience and sheer-availability are the major factors that push consumers towards these restaurants. Attracting and retaining customers requires paying attention to your brand’s online presence as well as your team’s ability to provide a consistent value at each phase along the customer journey.

Brands 74

Brands Measurement Customer Centricity Poor Customer Service 74

Second to None

SEPTEMBER 7, 2018

Whether it is happening at the point-of-sale, within social media , on the sales floor or any other channel, ultimately it is the individual people that are responsible for translating your brand message to consumers at large. First impressions play a huge role in any relationship and that is especially true for brands and consumers.

Brands 63

Brands Social Media Retail Voice of Customer 63

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

Voice of Customer 236

Voice of Customer Analytics Social Media How To 236

Kitewheel

APRIL 15, 2019

Customers journeys and customer experience make a huge difference for brands. Building a great customer experience rather than is now a key marketplace differentiator. What sets businesses apart today is not price, but rather how they listen and adapt to customer needs. Voice of the Customer is Only the Beginning.

Voice of Customer 40

Voice of Customer Customer Journeys Analytics Feedback 40

Second to None

FEBRUARY 4, 2020

When it comes to reducing the amount of effort it takes for customers to complete a purchase, direct-to-consumer selling strategies can serve as a vital tool. One reason that major retail brands are being forced into the direct-to-consumer world is the slew of DTC-only companies becoming available on the web.

Consumers 67

Consumers Strategy How To Hospitality 67

Second to None

MARCH 20, 2018

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.

Brands 85

Brands Social Media Voice of Customer Consumers 85

Second to None

JUNE 12, 2018

Fostering a consistently authentic Customer Experience is a challenge for brands of all different sizes. However, as your brand expands to different locations across your region or country, it becomes increasingly challenging to retain the authenticity that led to past profits. 1,2,3 [link].

Brands 72

Brands Leadership Voice of Customer Omni-Channel 72

Second to None

JUNE 14, 2018

Word-of-mouth marketing is a massive tool that is utilized by the best brands in most industries, but how can you set up your Customer Experience to encourage a consistent stream of promoters? Creating a customer journey that encourages high levels of word-of-mouth recommendations is better known as the Net Promoter Score philosophy.

NPS 66

NPS Brands Net Promoter Score Effort Score 66

Second to None

JULY 12, 2018

Consumer recommendations serve as one of the most powerful tools available to any brand. In the past two decades, the Net Promoter Score metric has served as a data point for these consumer recommendations , allowing your brand to easily understand its performance compared to industry competitors.

Consumers 54

Consumers Customer Experience Net Promoter Score NPS 54

Second to None

SEPTEMBER 27, 2018

The goal for most major retail brands is to expand their brick-and-mortar locations so that they reach as many consumers as possible. As these organizations widen their geographic reach, there can be a dip in customer service and satisfaction levels.

Retail 69

Retail Measurement Brands Omni-Channel 69

Lumoa

JANUARY 19, 2023

Furthermore, customers remember their good and bad experiences with brands. Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Second to None

JUNE 26, 2018

Luxury retail is a space dominated by brands with consistently great reputations, because trust serves a foundational pillar in the relationships formed between consumers and brands. While in the past interactions between luxury brands and their consumers were dominated by the in-store associate.

Retail 63

Retail Brands Omni-Channel Fashion 63

Second to None

AUGUST 16, 2018

Creating an excellent Customer Experience has become a major differentiator across most industries, but is especially impactful in the financial services space. Nowadays, creating a great experience requires more than training employees to provide exceptional customer service. 1] [link]. [2] 2] [link]. 1] [link]. [2] 2] [link].

Financial 59

Financial Measurement Brands Self Service 59

Second to None

JULY 10, 2018

Growing brands are in a unique position in the marketplace because they are occupying a space between two poles. In virtually every industry, your brand will be required to team up with third-party organizations to complete various aspects of your infrastructure. 1] [link].

Brands 63

Brands Competitive Advantage Voice of Customer Financial 63

Second to None

SEPTEMBER 11, 2018

Developing an omnichannel brand identity has become more challenging as digital technologies have advanced. More channels in which interactions with consumers takes place means there are more opportunities to convert a consumer into a customer.

Retail 59

Retail Brands Omni-Channel Touchpoint 59

Second to None

AUGUST 14, 2018

Brand perception rests on a constantly changing spectrum. Understanding how consumers view your organizations plays a huge role in your employees’ ability to establish beneficial relationships with customers. In the modern landscape, customers will quickly move on from brands in which they had a poor experience.

Brands 59

Brands Customer Centricity Fashion Voice of Customer 59

Second to None

SEPTEMBER 13, 2018

Recently, Amazon made another huge leap in their brand journey, eclipsing a market value of over $1 trillion. 1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program.

Retail 54

Retail Brands Fashion Voice of Customer 54

Second to None

AUGUST 2, 2018

Every brand, across most industries, is trying to simultaneously capture and avoid viral moments on a daily basis. Ideally, these small instances captured by a cell phone camera help galvanize both current and potential patrons so that they get a clear picture of your brand message in a natural setting.

Brands 59

Brands Airlines Social Media Voice of Customer 59

Second to None

FEBRUARY 8, 2018

The ability to push your organizational website to the top of related search queries can serve as a huge positive for your online customer acquisition rates. However, it can be challenging to determine what exact keywords your brand should target and what copy you need to include in your ad in order to get the most possible site visitors.

Consumers 67

Consumers Strategy Voice of Customer Trends 67

Second to None

MARCH 22, 2019

1] That being said, you must allocate efforts towards creating a positive reputation of your brand online. Influence is a major factor for Gen Z when it comes to making a purchase and connecting with a brand. 4] Due to this shift, younger people are connecting with brands in different ways. Online Influence.

Connections 63

Connections Brands Social Media Voice of Customer 63

Second to None

FEBRUARY 19, 2019

[2] So, while it is important to stay on top of the increasing digital trend, it is equally as important to maintain a strong brand experience for in-store customers. Big change in any industry is slow; in the meantime think about these ideas to improve your grocery store’s brand experience. Private Brand (PB).

Industry 73

Industry Brands Rewards Programs Loyalty 73

Second to None

MARCH 22, 2019

1] That being said, you must allocate efforts towards creating a positive reputation of your brand online. Influence is a major factor for Gen Z when it comes to making a purchase and connecting with a brand. 4] Due to this shift, younger people are connecting with brands in unique ways. Online Influence.

Connections 75

Connections Brands Social Media Loyalty Programs 75

Second to None

APRIL 26, 2018

Understanding the way that employees are performing on the frontlines can serve as a difference maker for brands hoping to create a leading Customer Experience platform. Organizations with high eNPS scores typically will experience higher levels of customer satisfaction and retention.

Brand Values 59

Brand Values Brands Leadership Voice of Customer 59

Second to None

MAY 15, 2018

Brands that want to stand out in today’s saturated and competitive marketplace need to have a carefully developed branding strategy. Still, customers’ perceptions of a brand is an even more important part of the equation. What is brand equity? Types of brand equity. Brand equity can be positive or negative.

Measurement 59

Measurement Brands How To Social Media 59

Second to None

SEPTEMBER 5, 2018

Interactions with customers are an inevitability for all brands, but the way that these interactions occur varies greatly across different industries. These moments take place every day, online , on-the-phone or in-store , and each individual instance shapes the overall perception that consumers have of your brand.

Retail 59

Retail Brands Guidelines Leadership 59

Second to None

AUGUST 23, 2018

Successfully implementing your desired brand image is incredibly important. Industry leaders spend a lot of time, money, and managerial bandwidth to make sure that their brand is well received and well recognized. A good reason to give your brand a visual makeover is to shake off an outdated image. Outdated Image.

Brands 59

Brands How To Voice of Customer Consulting 59

Lumoa

APRIL 17, 2018

Afterwards, they automatically sent a notification to update the software to every consumer that complained about performance and hadn’t updated the software. Customer feedback in employee training One more company, that operates in the healthcare industry, wanted to inject the voice of customer into its daily operations.

Feedback 295

Feedback Software Healthcare Training 295

Second to None

FEBRUARY 12, 2018

Crafting a leading customer service strategy can serve as a differentiator for brands in any industry, because it is this kind of value that truly sticks out to customers in this age of indulgence. This piece was originally published by Hyken : “I’ve written about the customer service gap before.

Brands 59

Brands Leadership Voice of Customer Survey 59

Second to None

MAY 8, 2018

Beyond just using an email verifier tool to ensure clients receive content, here are more ways in which paying attention to your customers can yield big results. How an Email Marketing Strategy Enhances the Customer Journey. When a customer interacts with you, their previous interactions with brands will influence its nature.

Ecommerce 59

Ecommerce Customer Journeys Brands Marketing 59

Storyminers

JULY 29, 2016

In today’s competitive marketplace, consumers have an increasing amount of choices- and they aren’t afraid to try them. There always seems to be a new product, service, or experience within reach of a brand’s current customer. And as we all know, replacing an existing customer costs 7 times more than retaining them.

B2C 124

B2C Customer Retention Strategy Brands 124

Kustomer

AUGUST 19, 2021

Now, let’s look at the three steps that are part of the Voice of Customer process. The first step to understanding what your customers are looking for is to gather data. This can be done in a variety of ways, such as through live chat, surveys, social media, and customer reviews. Gather Feedback.

Social Media 98

Social Media Voice of Customer Analysis Survey 98

Second to None

FEBRUARY 19, 2019

[2] So, while it is important to stay on top of the increasing digital trend, it is equally as important to maintain a strong brand experience for in-store customers. Big change in any industry is slow; in the meantime think about these ideas to improve your grocery store’s brand experience. Private Brand (PB).

Industry 48

Industry Brands Rewards Programs Loyalty 48

Confirmit

JULY 7, 2017

For business to consumer (B2C) organizations the customer experience can make or break your brand. Consistently superior brand experiences give you a significant edge over the competition, while disappointing ones lead straight to lost revenue.

eBook 40

eBook Consumers B2C Return on Investment 40