Your Brand is Defined by the Sum of All Your Customer Interactions


It’s every interaction, human or otherwise, that you have with the brand. It’s focused on people interacting with people. Some employees interact directly with the customer. All of this is leading to the concept of your brand and its reputation.

Four Ways to Increase Meaningful Interactions with Your Customers

CSM Magazine

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors.

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Exploring Multiple Emotions During Contact Center Interactions

Experience Matters

In a previous post, I discussed results from a joint study that we conducted with Mattersight Personality Labs (MPL) to examine customer emotions within contact center interactions. MPL isolated the occurrence of four specific emotions: joy, anger, sadness, and fear in more than 118,000 calls across 11 large brands.

5 Things Customers Expect from Customer Service Interactions

Brands leveraging the right data and analytics to deliver impactful customer experiences will rise to the top.” Here are five essential things customer expect from their customer service interactions—and what you can do to make sure they’re satisfied.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

4 Things That Predict Customer Sentiment After Online Interactions with Brands


It’s no secret that customers are flocking to social media in droves to express their delight and disdain with the brands they buy. A key tool that cutting-edge CX practitioners use to measure their social media (SM) reputation is sentiment analysis.

4 Things That Predict Customer Sentiment After Online Interactions with Brands


It’s no secret that customers are flocking to social media in droves to express their delight and disdain with the brands they buy. A key tool that cutting-edge CX practitioners use to measure their social media (SM) reputation is sentiment analysis.

How to Build Customer Trust One Interaction at a Time


Why customer trust is important for brand loyalty. Every interaction we have with our customer influences whether or not they will return. According to the customer quotient study, consumers value a brand with: openness, relevance, empathy, experience, and emotion.

Lead People Not Technology: Interacting to Succeed

Michelli Experience

My career as a customer experience consultant has given me access to some of the most remarkable CEOs, senior leadership teams, and frontline leaders at iconic global brands. All of that is packaged with high-performance expectations and a commitment to creating shared profitability for his franchisees and the International Dairy Queen brand. Leadership involves high levels of human interaction and effective communication.

Elevated Customer Experience Means Fast Action and Human Interaction

NICE inContact

Give Customers What They Want: Fast Action and Human Interaction. Brands should tune into their customer preferences to ensure they’re providing the best possible experience. The post Elevated Customer Experience Means Fast Action and Human Interaction appeared first on inContact Blog.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Why Brand Perception Matters and How You Can Measure It


Business is built on customer relationships, and brand perception sets the tone. Companies, of course, want to cultivate a positive brand perception among their target consumers, but it’s a tricky goal. As Brandwatch points out , companies don’t control brand perception—consumers do.

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5 Reasons Never to Miss SXSW Interactive

Experience Investigators by 360Connext

I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. It’s fashionable to post emphatically about how there’s no appeal to the massive conference tackling digital and interactive trends each March. There are corporate sponsors like Miller Lite and McDonald’s taking over from independent brands with unique offerings.

Pokémon Go: How to Launch Experiences that Maximize Technology and Social Interaction

Michelli Experience

produced an announcement trailer about 8 months prior to release which prompted brand fans to wait and wonder. 3) Leverage technology and interactivity – While much has been promised from augmented-reality technology, Niantic delivered an emotionally engaging experience. Let me guess, you’d like your prospective customers to learn about your products or services WITHOUT you having to invest a bundle of money in marketing!

Authentic Interactions Break the Internet

Think Customers

As consumer usage rapidly grows, brands are taking to social media to express their values, introduce products, and launch initiatives. Social media is the world’s largest platform for people to exchange, argue, and find humor in their opinions and interests. Facebook alone had 2.27

The Health of the Contact Center: Are You Ready for 2019?

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. interactions. will question a brand’s credibility if the.

How to Use Interactive Video for Self-Service Support


Interactive video takes things to the next level – by giving your customers a complete support experience in one. So how can interactive video fit into your self-service support offering? This is where interactive video comes in. What’s the deal with interactive video?

Gain Workforce Optimization Tips from Top Brands

NICE inContact

Gaining insights into internal process improvement opportunities through interaction analytics tools. The post Gain Workforce Optimization Tips from Top Brands appeared first on NICE inContact Blog.

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

Experience Investigators by 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!)

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NetBase Releases Interactive AI Battlebot


We’re elated to announce NetBase as the first sentiment analysis platform to offer the real-time, aggressive approach brands have been craving, with an interactive AI Battlebot that will knock your socks off. The NetBase AI Battlebot is, in effect, doing battle for brands.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

brand equity. human-assisted customer service with full context from the self- service interaction. engagement hub which consolidates omnichannel interactions, knowledge, AI, analytics, and administration into one platform. for leading brands.

How to Create a Brand Identity Your Customers Are Most Interested In

CX Journey

Coming up with a brand identity isn’t an easy task. You have to consider the message you want the world to take away from any interaction with your company, and you have to think about what your target audience cares about. Does your brand identity tie into those wants?

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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.

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Guest Blog: How to Engage Customers with Your Brand


These are not only customers but brand loyals. Brand loyals are willing to spend more and have more trust in you than other brands. In 2020 , customer experience will overtake price and product quality as the key brand differentiator.

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Calabrio – one brand, one future for CX Intelligence


As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. Therefore, on January 13 we will completely unite under the Calabrio brand.

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Personalization done right: Scaling human-to-human interaction through technology

Hero Digital

And over the years, as marketers delivered these personalized experiences, naturally, consumer expectations rose—leading to 63% of consumers now expecting a personalized interaction with a brand or service (Source: The Harris Poll ).

Customer Journey Takeaways From 19 Billion Interactions


To build The State of the Customer Journey 2020 report, we analyzed and compared all the interactions orchestrated on our hub in 2019 and contrasted them with previous years to understand how the journey has evolved. billion total interactions.

Segment Your Customer Interaction Strategies

Second to None

Customer service is a key contributor to an organization’s overall success due to the impact that each individual employee-to-consumer interaction will have on maintaining high retention rates. Brands are now responsible for managing more interaction channels than ever before, and poor service on any of these platforms can quickly change the way that customers perceive your organization. The post Segment Your Customer Interaction Strategies appeared first on Second To None.

Smartwatch Value Driver #3: Enable Bite-Size Interactions

Kerry Bodine

What works: As a playful way to place a lunch order, Chipotle’s “burrito button” exemplifies a prime example of a bite-size interaction—pun intended! Brands that want to create smartwatch value won’t just remind customers of items on their to-do lists. They’ll enable bite-size interactions that empower customers to actually get things done right from their wrists.

Improve Your Brand Image by… Losing Subscribers!?

Experience Investigators by 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.

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7 Hacks to Customize Your Surveys for Your Brand


It’s what every company wants following a consumer’s experience with their brand. This relationship can be established in many ways–social media interaction, personalized emails, customer service experiences, and by letting consumers put “faces” to the people behind a business.

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Genesys & Interactive Intelligence Acquisition Is Complete

Natalie Petouhof

Tweet Genesys has completed the acquisition of Interactive Intelligence. Why acquire Interactive Intelligence? The acquisition also means that Genesys now has over 10,000 customers in more than 100 countries supporting over 25 billion customer interactions per year.

Make Your Company’s Name Your Brand Promise


Their name is a bold statement that is not just a name, but a brand promise. The post Make Your Company’s Name Your Brand Promise appeared first on Shep Hyken. Customer Experience amazing service brand promise customer service mantra

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5 Tips to Improve Customer Support Phone Interactions


While an inbound support plan is often passive, you can take steps to ensure that your callers experience a top-notch interaction. Believe it or not, when your agents are smiling, they’ll sound sunnier and friendlier to the caller, making for a more positive customer interaction.

Gain Workforce Optimization Tips from Top Brands

NICE inContact

Gaining insights into internal process improvement opportunities through interaction analytics tools. The post Gain Workforce Optimization Tips from Top Brands appeared first on NICE inContact Blog. Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team.

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Experiential Learning: How Our Brand Interactions Are Learned in the Classroom

Smarter CX

Joey and Dan even sat down with 20 kids to find out what they love about school, and what they hate, and then drew parallels to how brands and buyers interact. The post Experiential Learning: How Our Brand Interactions Are Learned in the Classroom appeared first on SmarterCX.

How the best Customer Experience Brands balance Technology with Humanity: MIT Tech Review


For their purposes, an Iconic firm is one that maintains “the highest levels of customer experience and have world-leading brand recognition” and also possess other key distinctions from their counterparts, such as: Being omnichannel leaders.

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How To Train Your Employees To Be Brand Ambassadors


When you’re looking for ways to improve your branding and reach with consumers, some of your most important assets are (literally) sitting right in front of you: your employee ambassadors. In some shape or form, all employees have interactions with customers, be it directly (sales and customer service reps) or indirectly (developers, fulfillment workers, and.

Infusing Live Chat Support with Your Brand’s Personal Touch


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.

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The importance of every brand interaction and 4 more CX stories you should check out


With April already behind us, it’s time to look at some of the Customer Experience (CX) articles, quotes, tips and stats that caught our eye this month. Customer Experience

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