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.

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2019 Luxury Brands Industry Report

NetBase

Wondering how top Automobile, Beauty, Fashion, High-end, Hotels, Jewelry, eCommerce and Retail luxury brands are faring in this increasingly social media-driven environment? Every second someone posts about a brand online. This is something the top brands in our report do masterfully.

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.

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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.

4 Steps to Developing Your Customer Care Strategy

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.

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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.

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Keep an Eye on Rival Brands with Competitors Report from ReviewTrackers

ReviewTrackers

ReviewTrackers’ new Competitors Report allows you to keep a close eye on your competition’s reviews, star ratings, and overall reputation, which gives you the insights you need to stand out in competitive local and regional markets.

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.

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 […].

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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.

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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 […].

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Consumer Love In Australia – Our Latest Brand Passion Report

NetBase

Geography is an important social analytics metric – that’s why we venture near and far in our quest to understand consumer love for brands. Just a reminder that the size of your industry – or brand – doesn’t necessarily translate proportionately to the size of the conversation it generates.

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

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.

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.

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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.

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

The 2019 State of Social Report

NetBase

Carefully cultivating a social presence online is no longer a quirky extra for a brand to offer, if it ever was. Someone needs to be manning every instance of your brand online, every social channel – and they need to know their stuff. Brand Marketing at Its Best.

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.

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?

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.

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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, 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 […].

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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 Social Media Reporting Guide

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 equity.

‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report

ijgolding

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK.

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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.

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.

A new era of experience branding: The KPMG Nunwood Customer Experience Excellence Centre 2015 UK Analysis

ijgolding

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. A brand is no longer a marketing confection, sustained by persuasive advertising. Rather, a brand is what a brand does.

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.

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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.

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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, […

The 2019 Social Analytics and Artificial Intelligence Report

NetBase

. Understanding the emotions motivating consumer behavior is never easy, and consumers posting online about every bit of their experience with your brand compounds the problem. With sarcasm, imagery and emojis thrown into the mix, brands struggle to gather accurate insight to inform strategy.

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.

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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?

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