Experience Matters

MARCH 7, 2016

In a recent post, I discussed how management practices have become outdated and that there’s a strong need to Modernize Leadership. I just ran into this great video of a speech that Steve Jobs gave in September 1997. This change requires eight distinct shifts in how we lead organizations. It’s really worth watching.

Leadership 120

Leadership Video Management Brand Values 120

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. brands must recognize that the ability to manage their digital channels and digital reputation is a crucial success factor. .

Automotive 260

Automotive Management Social Media Feedback 260

Customer Bliss

MARCH 26, 2019

I’ve been so pleased with the response to my recent video on looking ahead at the state of customer experience, which sparked a lively conversation on LinkedIn and gotten more than 13,000 views so far (wow!). As customers, we find joy and enjoyment in engaging with brands who act in this way.

Leadership 181

Leadership Chief Customer Officer How To Customer Experience Professionals 181

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Brittany is also the co-founder of The Superfan Company, a fan-engagement agency that has created campaigns and products for global brands including Walmart, Disney, Amazon, Luke Bryan, Katy Perry, and the Boston Red Sox.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

JUNE 27, 2017

Recently appointed into a brand new role for the business as ‘Head of Customer Experience at Marks & Spencer’, Alice has 15 years’ experience of retailing. She also downloaded “tons of white papers” and read thought leadership (including one of my books!). The “clunky, rubbish” video. About Alice.

Retail 0

Retail Leadership Customer Experience Video 0

InMoment XI

NOVEMBER 18, 2021

The ongoing global supply chain woes have created massive headaches for both customers and the brands that serve them. One of the many products of lingering COVID uncertainty, the supply chain crisis has resulted in steeper prices, logistics chaos, and a markedly lower supply of everything from video game consoles to garden furniture.

Customer Experience 483

Customer Experience Guidelines Course Brands 483

Experience Investigators by 360Connext

MAY 11, 2021

After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. The customer walks away with a perception of what the brand is, and whether or not this brand lives up to its promises, with every step along their personal journey. Want Greater CX Success? It happens by design.

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Michelli Experience

NOVEMBER 21, 2017

The company is a chain of video stores. If you are old enough to recall the video rental phenomena, the landscape for that industry was dominated by Blockbuster and Hollywood Video, but there were a panoply of local video providers as well – one in virtually every strip mall. Let’s pretend I gave you a company.

Video 145

Video Leadership Entertainment Financial 145

CSM Magazine

JULY 22, 2021

Today’s customers want to be spoken with and expect the brands they engage with to facilitate this conversation and engage them effectively. Branded communities step in as an effective way to get around the too-many-to-listen-too barrier. High engagement aids brand awareness and market positioning.

Brands 98

Brands How To Advertising B2C 98

Qualtrics

MARCH 25, 2021

That can be done by hearing from them - like literally hearing their voice, seeing their facial expressions when talking about your brand. Authentic feedback, dare I say spoken from the heart, can be gathered through video feedback from customers. adult population owning smartphones , getting video feedback is easier than ever.

Video 49

Video Survey Airlines Feedback 49

InMoment XI

APRIL 18, 2023

The team used to run smaller events for different business units, but they soon realized it would be more valuable to bring together all the silos of the organization—marketing teams, senior leadership teams, data teams, employee experience teams, product teams, and, of course, the customer experience team under one roof. No worries.

ROI 260

ROI Tips Healthcare Insurance 260

Brad Cleveland Blog

OCTOBER 21, 2022

Customers are advocates when they positively promote your products and brand. Brand advocates, as they’re often called, bring much value to the organization. The benefits of customer advocates are powerful.

Brands 48

Brands Video Course Contact Center 48

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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 82

Customer Service Government Employee Experience Video 82

Oracle

JANUARY 4, 2021

Vitamix’s goal is to establish itself as a relationship brand given its premium price point and long purchase lifecycle. The team wanted their program to reward the small brand interactions that foster engagement – not just drive purchases. Design your loyalty program with your goals and objectives in mind.

Loyalty Programs 75

Loyalty Programs Loyalty Brands CRM 75

BlueOcean

AUGUST 20, 2020

We firmly believe that shaking hands with leadership and frontline agents, seeing capabilities in action, and experiencing the corporate culture first-hand are the intangible, immeasurable, yet essential final steps in evaluating and comparing potential partners. So, your next best option is to ask for employee video testimonials.

Video 156

Video Customer Care Leadership Culture 156

BirdEye

SEPTEMBER 12, 2023

There is heavy competition among brands on social media. Social media marketing is important for businesses of all sizes as it helps you reach your target audience, build relationships, and foster a community that aids brand recall efforts. You can no longer afford not to have a social media strategy for your business.

Social Media 104

Social Media Guidelines Video Analytics 104

Michelli Experience

MARCH 25, 2016

Companies, together with their tech support divisions should consider incorporating videos in their operation, as it has become a channel where people absorb tons of complex information nowadays. If a video can’t entertain, then why can’t it inform simultaneously—specifically in the realm of customer service?

Video 100

Video Entertainment Customer Service Social Media 100

ShepHyken

AUGUST 31, 2021

It’s not about the next marketing campaign or splashy video. It is creating consistent, exceptional experiences that get customers to talk about your brand. Being witty as a brand is about being clever, using language to your advantage, and refusing to be boring. How can brands get customers to talk about them?

Social Media 145

Social Media Video Leadership Brands 145

Customer Bliss

FEBRUARY 26, 2020

“If you start having an operation with weak crew training and not a lot of really good leadership by managers, the people who apply there are the same kinds of people. And Crosby and his leadership spend ten percent of their time daily mentoring team members on a skill or an aptitude. Click here to watch my video.

Case Study 258

Case Study Study Company Culture 258

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. An organization’s leadership must believe in the value of customer experience. Show how your customers benefit from the promise of your brand, and how that shows up in their journey. Celebrate employee feedback!

Communication 304

Communication Tips Customer Journeys Customer Experience 304

C Space

JULY 27, 2020

The Brand Move Roundup – July 27, 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 Fashion Sports 52

Russel Lolacher

SEPTEMBER 30, 2019

OR The Death of the UPsell Brand and the Birth of Doing More with L.E.S. ” I’ve been explaining “The UPsell” brand with these responses since 2009. .” ” I’ve been explaining “The UPsell” brand with these responses since 2009. “No, it’s not about sales.

Brands 45

Brands Leadership Course Sales 45

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. New Demographic.

Brands 59

Brands How To Voice of Customer Consulting 59

Blake Morgan

JULY 5, 2022

You can watch the video of our full discussion below. A customer might reach out early for preliminary research or wait until they are ready to purchase to connect with the brand. . But Mike Marcellin, Chief Marketing Officer at Juniper Networks , says that the buying journey isn’t linear.

B2B 105

B2B Video Leadership Connections 105

Customer Bliss

NOVEMBER 27, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Omni-Channel 178

Omni-Channel Multi-Channel Customer Experience Chief Customer Officer 178

TechSee

AUGUST 31, 2022

Making the leap from engaging with customers and agents via text and voice, to visual and live video is a big step. While COVID introduced technology laggards to Zoom, bringing instant, live video to the mainstream. End-users come to your brand because they expect something. Launch & Rollout.

Engagement 109

Engagement Self Service Video Culture 109

Experience Investigators by 360Connext

JUNE 8, 2021

That means looking beyond basic demographics or job titles and knowing how they get their information, what needs their community has, and what other brands they are loyal to. Keeping your finger on the pulse of change means looking ahead, and it means getting the support and leadership buy-in you need to act on it.

Customer Journeys 271

Customer Journeys Healthcare How To Trends 271

Qualtrics

JUNE 21, 2019

Here’s our selection of the best videos out there where some of the leading innovators and thinkers present their lessons on the customer experience. Are looking for the latest thought leadership videos from customer experience leaders like Bruce Temkin and Jay Baer? Gain a unique perspective on CX thought leadership.

Customer Experience Professionals 52

Customer Experience Professionals Video Customer Experience Touchpoint 52

Customer Bliss

AUGUST 6, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Where is a navigator when you need one? Have you even looked at your insurance policy paperwork?

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Insurance Case Study Policies Video 149

C Space

AUGUST 7, 2020

The Brand Move Roundup – August 7, 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 40

Brands Advertising Video Report 40

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

C Space

JULY 8, 2020

The Brand Move Roundup – July 8, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Three 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 40

Brands e-support Video Entertainment 40

Customer Bliss

APRIL 4, 2017

Sonya LaCore actually began as a flight attendant, rose through many levels of service leadership with in-flight crews, and today is the leader of all in-flight operations. She has held various leadership roles along the way and currently serves as the Vice President for Cabin Services. About Sonya. Staying connected.

Airlines 204

Airlines Hospitality Leadership Connections 204

C Space

SEPTEMBER 21, 2020

The Brand Move Roundup – September 18, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19. from brands and teams. We created a monster.” 1 and Sept.

Brands 40

Brands Sports Fashion Video 40

C Space

JULY 21, 2020

The Brand Move Roundup – July 21, 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. on July 21.

Brands 52

Brands Transportation Sales Innovation 52