Report: Translating Brand Promises into Employee Behaviors

Experience Matters

We just published a Temkin Group report, Translating Brand Promises into Employee Behaviors. Here’s the executive summary: Temkin Group has found that the companies that deliver great customer experience use their brand as a blueprint for how they treat customers, which is why Compelling Brand Values is one of our four customer experience core competencies.

Brands 200

Social Media Reporting Series: Mastering Brand Analysis Reporting

NetBase

Social insight is crucial to have on hand when strategizing next steps with brand executives, as they can touch all facets of a business. Brand Health Is Your Foundation. Brand equity. Brand attributes. We’ll talk more about Competitor Analysis Reporting in a future post.

Goodbye CMOs, Your Time is Up: From Brand Building to Business Growth

C3Centricity

Well something is clearly working for Coke; at the end of last month it reported higher-than-expected financial results for Q3 2018. BRAND BUILDING. brand #Marketing #CEX #CRM Click To Tweet. They are far less likely to be loyal to only one brand than they used to be.

Brands 242

What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes

C3Centricity

Your brand is not what you think it is! It is what your customers think it is; its brand image, personality and its value to them. I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding.

Brands 175

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

This report. external brand perception as the cause. Deliver impactful reports Make it easy for anyone across the organization. Implement reporting solutions. These reports will cut through. integrated reporting and. reporting, visualize. Reporting

Mastering Influencer Analysis Reporting

NetBase

No matter how great your own content and approach to social media, nothing helps a brand more than a trusted influencer shouting out their merits. Our Social Media Reporting Series continues with a look at how to perform influencer analysis reporting – and why you must.

Report: B2B Customer Experience Best Practices

Experience Matters

We published a Temkin Group report, Business-to-Business (B2B) Customer Experience Best Practices. This report provides data on the state of customer experience (CX) in B2B as well as 20 CX best practices across five critical B2B processes. Download report for $195.

B2B 224

Mastering Competitive Analysis Reporting

NetBase

On top of that, add consumers who won’t settle for less than what they demand, and you’ve got a recipe for brand extinction if you aren’t fully aware of where you stand in the ranks. What does competitive analysis reporting do for your brand?

Report: Lessons in CX Excellence, 2017

Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience. Here’s the […].

Report 163

Report: Creating and Sustaining a Customer-Centric Culture

Experience Matters

We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Download report for $195. Download report for $195.

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. is mounting, and brands risk agent burnout and customer churn.

Report: Lessons in CX Excellence, 2018

Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience. This report: Highlights specific examples of Read More.

Report 125

Mastering Crisis Management Reporting

NetBase

As our Social Media Reporting Series has illustrated, social analytics are only half the battle. Here’s how to use Crisis Management Reporting to avoid the worst of what social has to offer – or to minimize damage if the worst comes to pass. The Components of a Crisis Tracking Report.

2018 Consumer Experience Analytics Report Reveals Gaps Brands Must Fill

NetBase

So why are brands missing so many opportunities on the customer experience analytics front? The 2018 Consumer Experience Analytics Report highlights the ways brands are on target – and the areas where they need to better their aim. And that is what brands need to remember.

Report: Lessons in CX Excellence, 2016

Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience. Here’s the executive […].

Report 160

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

A recent report found. affects brand loyalty. This report from. how to build brand loyalty to. their brand, but 58 percent admit. Not only that, another report revealed that. Calabrio Analytics Amazingly integrated reporting and. reporting, visualize.

How to Get Actionable Insight from your Contact Center Reporting

BlueOcean

It’s the same for contact center reporting. Reporting that provides a transparent window into your contact center data helps you gain actionable insight that can differentiate your customer experience and boost your bottom line. Contact Center Reporting

How Brands Cash In On March Madness

QuestionPro Audience

ESPN.com reports an estimated 70 million brackets were filled out in 2017, to a total of $10.4 Brands know they have an opportunity to reach a large audience, and spend the month engaging consumers via social media and advertising. The Madness of March.

Brands 230

NEW REPORT: 98% of U.S. Consumers Say Customer Service is Important in Choice of, Loyalty to Brands

Tricia Morris

As customer service and the overall customer experience become key differentiators for brands and organizations across all industries, it has never been more important to know as much as you can about your customers and their expectations for service and engagement across channels.

Report 106

Hello Indian Brands. Your CX Report Is Here.

Forrester's Customer Insights

Dear Brand, It is that time of the year again. Forrester’s Customer Experience IndexTM 2018 India Benchmark report is out! paywall) This year, we covered the following industries and brands, […

Study: The Health of the Contact Center

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. is mounting, and brands risk agent burnout and customer churn.

NEW REPORT: 63% of UK Consumers Have Left a Brand Due to Poor Customer Service

Tricia Morris

With the Institute of Customer Service reporting that customer satisfaction in the U.K. brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. brands are losing approximately £7.7

Report: Lessons in CX Excellence, 2017

Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience. Here’s the […].

Report 120

Mastering Social Media Reporting Series

NetBase

Social media analytics does a lot for brands and businesses – guiding efforts and keeping brands out of hot water. But if you don’t report your results to the people making decisions, they may not realize how vital these social analytics truly are – or why. Brand Analysis Report.

2019 Retail Industry Report Offers Strategy & Surprises

NetBase

Understanding consumer love, and what drives it, can be the difference to a brand that’s struggling. And not paying close enough attention can be a brand’s downfall. Where is the crossover, and how could brands in these differing categories unite their audiences and help each other?

Personal Brand Vetting – THEY are Listening

Michelli Experience

As I help business leaders deliver branded customer experiences, I often start with the premise that brands are nothing more than what people say about us when we’re not around. For years companies have been trolling social media to see what customers post about brand experiences. That data mining and sentiment analysis provides both qualitative and quantitative data that represents a snapshot of the “brand’ experience.

Brands 157

How smart brands measure customer intelligence ROI

Vision Critical

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions.

ROI 276

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

CloudCherry

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017.

Brands 212

CX now trumps brand loyalty, suggests a new study

Vision Critical

That’s one one of the key findings in a new CMO Council study , which found that 47 percent of loyal customers will stop doing business with a brand that provides “poor, impersonal or frustrating” experiences. So why are many brands not acing the CX game?

Study 171

How B2B Brands Drive Online Reviews

GetFeedback

Why Every B2B Brand Needs Online Reviews. 85 percent of buyers report reading up to 10 reviews before feeling like they can trust a business. 3 Ways B2B Brands Can Get Great Online Reviews. B2B brands face plenty of challenges to get reviews, but it’s never been more important to overcome them. Here are a few ways B2B brands are driving great reviews: 1. It’s amazing how many B2B brands overlook this simple step.

B2B 160

For A Beverage Company, The Answer To ‘How To Build Brand Reputation’ Is Better Customer Service

Magellan Solutions

Now, the ultimate question is this: how to build brand reputation ? Brand reputation is pretty self-explanatory. But in what way is customer service connected with brand reputation? In this article, we will discuss how order taking service can build brand reputation.

Brands 149

For CMOs who want to keep their jobs, customer experience is job one: Report

Vision Critical

The State of Engagement Report found three quarters of those surveyed believe their jobs are on the line if their customer experience (CX) strategies are unsuccessful, while almost half of respondents believe it’s possible their jobs are at risk if their technology investments fail.

Report 190

Is your brand customer first or do you just say that?

Vision Critical

We can all agree customers are critical to a brand’s profitability. Without them, there would be no brand. Many brands mistakenly think that getting the best product to the market, at the best price, is what’s going to make them stand apart.

Brands 226

2015 Global Customer Service Report: Customer Expectations and Location, Location, Location

Tricia Morris

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Download the Full Report.

Report 103

Generation Z statistics: New report on the values, attitudes and behaviors of the post-Millennials

Vision Critical

The report, The Everything Guide to Generation Z , provides statistics and insight for marketers, customer experience and innovation pros in all major industries. Download the report for more stats and insight on Gen Z.

Report 285

Infusing Live Chat Support with Your Brand’s Personal Touch

Kayako

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.

Brands 205

9 Practical Tips for an Effective NPS Data Analysis and Reporting

Retently

Most of your clients are brand advocates. Survey delivery reports provide great insight into this matter, most important metrics to consider being the survey response and survey score rates. Survey delivery report. Feedback text analysis report. Customer engagement report.

Prophet Brand Relevance Index® 2018: United States

Prophet

At Prophet, we believe the strongest brands are ones that are relentlessly relevant and making a difference in consumers’ lives. to determine which of 299 unique brands they simply cannot live without. The post Prophet Brand Relevance Index® 2018: United States appeared first on Brand and Marketing Consultancy | Prophet. Brand & Experience popular report

Prophet Brand Relevance Index® 2018: United Kingdom

Prophet

Based exclusively on the insights of 11,500 consumers in the UK, the study showcases those brands we simply can’t live without and teaches business leaders and brand owners how to build the relevance of their brands and their bottom line. The post Prophet Brand Relevance Index® 2018: United Kingdom appeared first on Brand and Marketing Consultancy | Prophet. Brand & Experience popular report

Prophet Brand Relevance Index™ 2018: China

Prophet

At Prophet, we believe that the strongest brands are the ones that are relentlessly relevant and making a difference in consumers’ lives. We surveyed 47,845 consumers in China, Germany, United Kingdom and United States to determine which of 803 unique brands they simply cannot live without. The post Prophet Brand Relevance Index™ 2018: China appeared first on Brand and Marketing Consultancy | Prophet. Brand & Experience report