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


It is what your customers think it is; its brand image, personality and its value to them. They need to be clear and [.]. The post What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes appeared first on C3Centricity.

How to Improve Customer Experience with Marketing


At that time, customers were just beginning to experience the option to return items, for example. Today, customers still want an experience that exceeds their expectations, but the experience itself has transformed to become more complicated and complex than ever before.

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How to Respond to a Negative Review


“No business is immune to a negative online review.”. How to Respond to a Negative Review: Apologize. Ask them to come back. That’s why it’s so important that you respond to negative reviews. It allows you to protect your reputation in today’s Yelp age.

How To Choose A Persona For Your Journey Map

Kerry Bodine

So if you were a travel company, which of these personas would you choose to focus on for your journey mapping efforts? The obvious place to look for personas is in the fattest part of the bell curve—the spot that represents the behaviors of a large number of customers.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement

How to Build a Seamless Customer Experience

Customer Bliss

A journey framework, even in its simplest form, when used with consistency provides a structure to understand the priorities in customers’ lives. This moves the work from trying to drive improvement on all the touchpoints to focusing on those that matter most in the lives of customers.

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How to Write a Compelling Customer Support Email


But that doesn’t mean it has to be boring. Practice makes perfect and setting yourself the challenge to improve keeps you interested. Do you have a way to do this already that I’m missing, or is it really just not available? Is there a way to favorite things?

How to Write Better Emails to Customers Who Send Complaints

Myra Golden

You get recipes and perfectly proportioned ingredients sent to you and all you have to do is whip up gourmet meals in your kitchen. I just don’t have time to grocery shop with my busy kids and my travel schedule. I have successfully refunded the charge to you.

How to Manage Like a Great Movie Director

Steve DiGioia

Now children, we are going to have free time. Each of you will be able to do whatever you want until class is over” said the teacher. Adaptability is rampant to suit the client’s wishes/needs. And the bosses want to be a “friend” to their subordinates.

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers

The Ultimate Cheat Sheet on How to Write Complaint Response Letters to Customers

Myra Golden

Making an apology to customers after things go wrong is positively related to satisfaction with the recovery. When a service employee apologizes to a customer, she conveys politeness, courtesy, concern, effort, and empathy. Click image to enlarge. Click image to enlarge.

This Is How to Talk To An Employee About a Problem {3 Steps}

Myra Golden

One of the things I’m working on this year is giving you tools to help you coach your employees and hold them accountable, so that they are positioned to deliver the best possible customer experience. I want her to know how she comes across to customers, which is rude.

How to engage millennials for customer insight and marketing

Vision Critical

Brands of all sizes around the globe are trying to engage Millennials and understand what motivates them and drives their attitudes and behaviors. As Millennials enter adulthood and their preferences impact the economy, marketers and researchers need to develop a deeper understanding of them.

Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine


Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! This is partly due to the fact that Customer Experience is still in its relative infancy as a profession. Enabling employees to deliver value.

How to improve listening skills for customer growth

Customer Bliss

Research indicates that, if you want people to listen to you, you typically need four elements taking place: That’s: Authority, or your knowledge and expertise in an area. Empathy, or your ability to connect with others. Wait for the speaker to pause to ask questions.

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How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

17 tools to help you write the perfect email to just about anyone


L et’s talk about how writing emails is so anxiety-inducing for some people that it caused at least one person to go invent an algorithm to figure out how to write an email based on 64 personality types. (I’m That should make it easier to put a face to your reader.

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How to Engage Employees in Your Customer Experience Strategy

CX Journey

If your employees aren't engaged with your improvement efforts - or engaged overall with the organization - it will be very difficult for them to delight your customers and deliver the experience they expect. How do we sell the concept to them?

A Guide to Perfect Customer Service, or How to Reach a Customer Service Nirvana

Provide Support

A guide to customer service nirvana. How to reach this bountiful state? Whether we are talking about customer service or any other aspect of life, the first step in that direction is to recognize the fact the some things are out of balance now. Are you ready to go?

How To Lie Effectively!

Beyond Philosophy

Lying is a rotten thing to do. The researchers, including Dan Ariely , author and Professor of Psychology and Behavioral Economics at Duke University, wondered if your brain adapted to being deceitful. Lying Creates a Gateway to More Lying. The post How To Lie Effectively!

What Makes a Successful Voice of the Customer Program

Learn how to build, maintain, and sustain an effective results-driven VoC program

How to Track Customer Effort for Every Transaction


Viktor Magic will walk you through how to run a customer effort questionnaire and why it’s important to track CES after every transaction. Not only that, high-effort experiences lead to poor reviews, downgrading, and eventually churn.

The Exceptionally Easy & Profitable Uses of Customer Co-creation


Since working more closely with customers is the best way to understand, satisfy and delight them, I am impressed that she is taking co-creation even further.

How to really do strategic management in CX

Customer Bliss

I wanted to talk for a quick second about strategic management in customer experience. If you’ve been listening to my podcast — and the next episode is No. Operations is the day-to-day plan of how the strategy is achieved. Earn the right to the work.

How to optimize customer experience cross-functional teams

Customer Bliss

While teamwork and collaboration is no doubt important in business, most of the day-to-day work that most employees do tends to be either (a) individual or (b) within their silo. Silos band together to work on the problem, but often without starting with customers’ lives.

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How to Be a Happy Customer

Provide Support

What it takes to be a happy customer. There are many talks around what companies should do to create happy customers. To a great extent it is in our power to have positive customer experience wherever we go and whatever we purchase. Was there anyone to blame?

7 Guaranteed Ways to Lose a Customer

Steve DiGioia

You worked hard for years to build a loyal customer base and now look at you. Employee morale is low and coming to work is no longer fun. How did you get into this position? 7 Guaranteed Ways to Lose a Customer. Speak to me like a person.

Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity


If you’d like to see more about its complete history, then I highly recommend this Hubspot infographic. With the advent of digital marketing in the early 80’s, many companies began to take a serious look at their marketing. Marketing is an old profession.

How To Boost Customer Desire vs Tolerance Of Your Experience

Customer Bliss

Companies that understand the powerful emotional pull of customer desire obsess about getting to know their customers and learning their desires. Go back to listening to customers and learn how achievable customer desire may be.). Earning the right to revenue growth.

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How to Hack Customer Empathy Like an Apple Store Genius


“Get closer than ever to your customers. People love going to the Apple store, and this is in spite of all the criticism the store received before its initial launch. Empathy allows you to rationally think through an issue and empowers you to imagine solutions.

How to Be 2 Steps Ahead in Anticipating Your Customer Needs


Josh Brown will walk you through ways to analyze your customers and their needs. Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth. So, by providing Wi-Fi to passengers, they responded to a need.

How to Embed a Customer Experience Framework 


In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework.

How to Reduce Back-And-Forth with Your Customers


As customers we all know the frustration of getting lost in endless email chains, chats, or phone support to resolve a simple issue, or so we thought. If you want to irritate your customers give them a high effort experience. Clarity in communication leads to big business wins.

How To Become The Head Of Customer Experience

Customer Bliss

Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves. But how does someone become a head of customer experience? They enable real collaboration to occur.

How to Stop Your Customers From Leaving You


Hot on the heels of our popular webinar , I’ve distilled down our best 5 tips covering how to stop your customers from leaving you. Sales people are incentivized to win business. Deals have to be win-win. What the service recovery paradox means to your business.

How to Boost Customer Retention with Unified Customer Support


When you give your customers exceptional support, they are 4 times more likely to reward you with their loyalty. Because helpdesks encourage your staff to see customers as faceless support tickets. . And in 2016, people expect to get support when and where they need it.

Guest Post: How to Create Customer Trust

ICC Decision Services

It’s an old adage that I’ve mentioned before in my writings and video lessons: People, as in customers, like to do business with people they know like and trust. Just creating a good image and having a good reputation makes it easy for customers to want to like you.

How to Measure Customer Emotions

Beyond Philosophy

The Net Emotional Value (NEV) refers to the single number that represents the emotional value you provide to your customers. To calculate the NEV, we determine the balance between the positive and negative emotions a Customer feels about their experience with your organization.

Marketing Solutions to More Actionable Insights


Marketing depends upon actionable insights to satisfy and delight their customers. How comfortable are you with your own process and the actionability of the results? If so then I have some tips on how you can get better [.].

How to Make Customer Experience Magic with Co-Creation Sessions (part 1)


Are you looking for ideas to help improve the experience you’re delivering to customers? Customers are often full of great ideas, but they’re waiting for you to ask! We often focus on the negative feedback we get from customers.