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

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. Our customers are comparing us to the last great customer experience they had, not other government agencies. “Yes, but what do you do? Thanks, Dad.

Social Media 52

Social Media Government Customer Care Transportation 52

InMoment XI

MARCH 5, 2024

Normal data analysis won’t be able to tell you about a customer’s feelings related to your brand, and how those feelings will affect their interactions with your brand in the future. Monitoring Brand Reputation Unstructured data allows businesses to monitor and focus on their brand reputation management in real-time.

Data 260

Data Customer Experience Social Media Analysis 260

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. It’s an opportunity that your company can capitalize on today.

Analytics 260

Analytics Examples Customer Experience Effort Score 260

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. Guess what? ONCE IS ENOUGH.

Brands 191

Brands Marketing Social Media Survey 191

ShepHyken

MARCH 18, 2024

by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. They no longer compare you to direct competition but to the best experience they have from any company or brand. And beyond loyalty is a brand fan. Do You Know Who Your Competition In Business Really Is?

Customer Service 78

Customer Service Government Employee Experience Video 78

BlueOcean

APRIL 16, 2024

Blue Ocean’s winning entry highlighted the extraordinary partnership with their client, a national sports association that leads the US in governing and promoting one of the nation’s most well-loved sports. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

Contact Center 177

Contact Center Sports Effort Score Customer Care 177

ShepHyken

APRIL 1, 2024

10x Improvement in Customer Experience by Deloitte Center for Government Insights (Deloitte) Combining digital public infrastructure like digital identity with tools like human-centered design can help governments significantly enhance customer experience. My Comment: Kudos to the government!

Customer Service 76

Customer Service Government B2B B2C 76

Interactions

JANUARY 20, 2022

However, what brands need to understand is not what causes people to incur debt nor how much they owe, but truly that the simple act of collecting debt can be fraught with risks. Agents are the face of your company, and in the case of collections, they’re also often the face of the brand where the debt incurred.

Brands 125

Brands Virtual Agent Consumers Retail 125

Interactions

JANUARY 20, 2022

However, what brands need to understand is not what causes people to incur debt nor how much they owe, but truly that the simple act of collecting debt can be fraught with risks. Agents are the face of your company, and in the case of collections, they’re also often the face of the brand where the debt incurred.

Brands 118

Brands Virtual Agent Consumers Retail 118

InMoment XI

JULY 4, 2022

2022 is being branded as “ The Year of the Squeeze. Customer Acquisition: This comes from supporting the brand positioning and positive word of mouth. Market Data: You need to know what your competitors are offering so that you can continue to improve your customer experience and keep delivering on your brand promises.

ROI 493

ROI Return on Investment Social Media Survey 493

InMoment XI

JULY 19, 2023

Customers have high expectations when it comes to interactions with brands, and delivering exceptional experiences has a direct impact on loyalty, satisfaction, and overall business success. In today’s business landscape, customer experience (CX) has become a critical differentiator. Why Are Customer Experience Experts Important?

Customer Experience 260

Customer Experience Customer Journeys ROI Customer Centricity 260

ShepHyken

MARCH 31, 2024

10x Improvement in Customer Experience by Jaimie Boyd, Gretchen Brainard, NSN Murty, Joe Mariani & Pankaj Kamleshkumar Kishnani (Delloite) Combining digital public infrastructure like digital identity with tools like human-centered design can help governments significantly enhance customer experience. My Comment: Kudos to the government!

Customer Service 80

Customer Service Government B2B B2C 80

InMoment XI

JANUARY 23, 2024

The Google Local Guide program features a global community of users that companies can engage with to support their marketing activities, build brand reputation, manage online reviews and ratings, and improve online search visibility and exposure. Connection line over the map, Navigation concept.

Strategy 260

Strategy Management Video Feedback 260

Vonage

OCTOBER 2, 2017

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 133

Tips Brands Customer Experience Competitive Advantage 133

BlueOcean

FEBRUARY 22, 2024

(If they haven’t already, your procurement team is soon going to tell you who you can and can’t do business with based on the vendors’ ESG (Environmental, Social, and Governance) scores and/or certifications. By choosing a partner with shared values, you not only strengthen your brand but contribute to a positive impact on a broader scale.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

BlueOcean

OCTOBER 17, 2023

The report urged stakeholders to consider environmental, social, and governance factors in their financial processes and investments. Today, despite their being no uniform standards defining ESG, there are many laws and regulations that govern how companies must conduct their business. Evaluating ESG through your RFP is complex.

How To 177

How To Government Guidelines Effort Score 177

BlueOcean

MARCH 7, 2024

Blue Ocean’s 2024 Stevie Award entry highlights the extraordinary partnership with their client, a national sports association that leads the US in governing and promoting one of the nation’s most well-loved sports. They are creators of practical solutions to real problems that enhance the relationships clients have with their customers.

Sales 177

Sales Customer Service Sports Contact Center 177

IntouchInsight

NOVEMBER 29, 2021

Now that government mandated shutdowns are behind us and businesses are allowed to keep their doors open, brands are facing a shortage of front line workers across all industries. Out of the frying pan and into the fire!

Government 156

Government Report Industry Brands 156

C Space

JULY 13, 2020

The Brand Move Roundup – July 13, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. Immediately.

Brands 52

Brands Government Fashion Groups 52

CSM Magazine

DECEMBER 4, 2023

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).

Financial 105

Financial Analysis Government Healthcare 105

Gainsight

AUGUST 16, 2021

In this final part of a three-part series on creating governance around your in-product user guide experiences, we dig into the final secret: product. Create and save your own branded templates. That’s where branded templates pick up the slack and save time. Product managers and leaders are busy.

Government 52

Government Net Promoter Score How To Analytics 52

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. Sometimes the customer-focused “way” is seen as a brand within a brand. It’s not enough to say it – how is your brand living it? The brands with the most effective brand cultures are also the ones who use their customer-focus as a factor in their decisions.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

C Space

JUNE 18, 2020

The Brand Move Roundup – June 18, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Sixteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Guidelines Hospitality Government 52

Upwave

NOVEMBER 21, 2022

Waiting for post-campaign research reports–and hoping a campaign achieved success against your Brand KPIs–is no longer acceptable. In the past, agencies and media partners optimized their media to improve direct response metrics, and then research teams were forced to back into a compelling post-campaign brand story.

Brands 26

Brands Comparison Case Study Healthcare 26

C Space

APRIL 23, 2020

The Brand Move Roundup – April 23, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus.

Brands 52

Brands Hospitality Healthcare Government 52

C Space

JUNE 17, 2020

The Brand Move Roundup – June 17, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Sixteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Sports Airlines Government 52

Strativity

NOVEMBER 30, 2022

As far back as 1999, marketers predicted that brands would need to embrace social responsibility to win new customers. That prediction has certainly been borne out, with seventy-five percent of Gen Z viewing sustainability as more important than brand names. This is true even during challenging economic circumstances.

Brands 52

Brands Social Media Groups Government 52

C Space

JUNE 11, 2020

The Brand Move Roundup – June 11, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Fifteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Retail Government Advertising 52

BlueOcean

FEBRUARY 14, 2024

The MSA and SOW need constructing to ensure the partnership is a win-win and everyone is clear on goals and measures, and governance. They’re loyal, they’re brand evangelists, and they’re used to hearing your unique brand voice. Your successful partnership will start at the contract negotiation table.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

C Space

MARCH 12, 2020

The Brand Move Roundup. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In a fast-moving global crisis such as the current coronavirus outbreak, brands have an important role to play. Chris Nurko. Chief Innovation Officer, C Space. Technology.

Brands 52

Brands Airlines Fashion Travel 52

C Space

APRIL 2, 2020

The Brand Move Roundup – April 3, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. Brand Move Roundup – April 3, 2020.

Brands 52

Brands Banking Healthcare Government 52

Ann Michaels and Associates

OCTOBER 13, 2021

Audits are an effective observation tool for evaluating everything from product displays and use of marketing materials, to brand exclusivity, franchise compliance, and even adherence to detailed company standards. Brand Audit. Brand audits are designed to protect brand image in the context of the physical sales environment.

Brands 45

Brands Retail Government Sales 45

C Space

JULY 16, 2020

The Brand Move Roundup – July 16, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Transportation Travel Fashion 52

Customer Bliss

SEPTEMBER 7, 2017

It’s good branding, yes — but it’s also what companies should be doing, regardless of size. Bass Pro Shops: They donated north of 100 boats to government agencies and rescue organizations. JetBlue: Ahead of Irma, JetBlue has capped flights out of Florida at $99.

Company 434

Company Airlines Fashion Government 434

Clarivate

DECEMBER 27, 2023

Environment, social and governance issues are at the core of our global culture, serving as guiding principles for every decision we make. We are dedicated to helping our customers develop sustainable innovations, establish ESG-focused brands, and promote responsible consumption choices. With over 7.4

Government 105

Government Innovation Knowledge Base Culture 105

C Space

MAY 6, 2020

The Brand Move Roundup – May 6, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. Brand Move Roundup – May 6, 2020. Brand Move Roundup – May 5, 2020.

Brands 52

Brands Travel Government Consulting 52