C Space

JULY 7, 2020

The Brand Move Roundup – July 7, 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 52

Brands Policies Hospitality Advertising 52

C Space

SEPTEMBER 7, 2020

The Brand Move Roundup – September 7, 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. Rivard said.

Brands 40

Brands Report Sales Hospitality 40

Horizon CX

OCTOBER 2, 2023

Four isolated events quickly become 400, then 4,000, and then the brand takes shape. The Experience Gap is Alive and Kicking The experience gap (delivery gap, Bain & Company, 2005) is well known: 80% of CEOs say they deliver great experiences, whereas only 8% of customers agree. All I can say is that small things accumulate.

Net Promoter Score 130

Net Promoter Score Survey Retail System 130

ShepHyken

JANUARY 31, 2020

Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the support agents of a company do not match their communication styles with the expectations of the age group they are dealing with.

Customer Service 114

Customer Service Social Media Entertainment Guidelines 114

ShepHyken

JANUARY 31, 2020

Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the support agents of a company do not match their communication styles with the expectations of the age group they are dealing with.

Customer Service 107

Customer Service Social Media Entertainment Guidelines 107

CX Journey

JANUARY 30, 2019

You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. Do you know all of the building blocks of a customer experience transformation strategy? I've mentioned the CX Perception Gap before, right? What gives?

Strategy 151

Strategy Customer Experience Metrics Guidelines 151

Alida

JUNE 23, 2016

To accomplish a goal of elevating customer experience , the company engages with 5,000 customers through Food For Thought, a Vision Critical insight community first launched in 2012. The insight community provides ongoing feedback from customers and helps Price Chopper make better decisions about strategy, branding and marketing campaigns.

Consumers 150

Consumers Retail e-support Feedback 150

SurveySensum

SEPTEMBER 8, 2023

Utilizing Promoters as Brand Advocates Identify Detractors Prevent Churn NPS as a Tool for Continuous Improvement NPS 3.0: To understand this difference better, the 2023 Satmetrix Net Promoter Benchmarks report (for US consumers) provides detailed information on the NPS score of 192 brands in 23 industry sectors, covering 63,939 respondents.

NPS 52

NPS ROI Social Media Effort Score 52

Comm100

FEBRUARY 13, 2018

In 2005, Bain & Company surveyed 362 firms. Enterprise companies need to offer service and communication via email, social media, telephone, live chat, and self-service, to provide a full suite of contact options specific to different customer demographics and circumstances. Is your call center service hurting your brand loyalty?

Strategy 104

Strategy Self Service Knowledge Base Call Center 104

Comm100

FEBRUARY 6, 2018

A knowledge base is a great way of communicating with customers. According to a study by eConsultancy , consumers prefer communication channels in the following ranges: phone (61%), followed by email (60%), live chat (57%), online customer knowledge base (51%) and automated support or “click to call” (34%).

Knowledge Base 104

Knowledge Base Advertising Social Media Video 104

Magellan Solutions

JULY 17, 2021

In 2005 its leadership team made a strategic decision to integrate the company’s multiple business units into a single unit. The executives knew it was good at branding and marketing and chose to outsource everything. . Skype is also a widely popular communication platform that has revolutionized the way companies do business.

Call Center 52

Call Center B2B Sales B2C 52

Oracle

APRIL 3, 2018

In 2005 we’ve started Passarela.com, which was the first store to sell women’s fashion shoes in Brazil. I am responsible for ecommerce as well as marketing and branding of all the physical stores. The brand offers integrated consumer experience in all sales channels: stores, website, and call center.

Fashion 50

Fashion Retail Data Ecommerce 50

Wired and Dangerous

MAY 24, 2021

Kashi Vishwanath Gupta, a small entrepreneur who has set up two factories that supply agarbattis to ITC and produces his own brand, Ananth Agarbattis, at a third facility (in Bangalore), says the ITC tie-up has helped add value. Raw agarbatti and Branded Agarbatti Making 3. Raw agarbatti Manufacturing 2. Dipping and Packing Unit 4.

Banking 91

Banking Government Guidelines Course 91

CX Journey

FEBRUARY 18, 2016

Ten years ago, in 2005, a group of people working in the field of knowledge management across the UK and the USA coined the phrase " narrative leadership." More CEOs made use of stories to communicate compelling visions. Image courtesy of Amazon Today I'm pleased to share a guest post by Paul Laughlin.

Leadership 80

Leadership Innovation Tips Customer Insights 80

Second to None

JANUARY 22, 2019

Too often, brands blame a lack of technology or resources for their organizational problems. Since 2005, TeleSign has tapped into the world’s growing reliance on mobile text and web-based technology. Texting fits the bill as an easy to use communication platform. In 2016, 62.9 It all starts with how you think.”

Telecommunications 48

Telecommunications Effort Score B2C Voice of Customer 48

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Using both conventional and emerging communication channels, Casengo integrates Facebook Messenger and WhatsApp into the customer service platform. ” 2. Coveo.

Contact Center 116

Contact Center Customer Satisfaction Self Service Technology 116

BirdEye

MARCH 15, 2023

In this blog post, we’ll dive into the latest social media demographics, including the average age of social media users for each platform and what these insights mean for your brand’s social media presence. In 2005, only 7% of American adults were using social media , while in 2021, around 70% use social media to connect.

Social Media 52

Social Media Data Entertainment Groups 52

Lumoa

JANUARY 23, 2018

They expect actions and communication. One of our customers, who has a long experience working with other text analytics providers, complained that the top categories in their data are always their own brand and customer service. When your customer sends you their feedback, they expect it to be read. And we mean it.

Analytics 285

Analytics NPS Financial Analysis 285

Helen Dewdney

DECEMBER 18, 2019

The white goods company Whirlpool, which produces the Hotpoint and Indesit brands, is yet again putting profits before the safety of its customers. And yet again, the company is already behaving poorly in its communications with its customers. Will this latest debacle be enough to cause the brand to fail? Washing machine recall.

Retail 39

Retail Travel Social Media Consumers 39

Magellan Solutions

MARCH 19, 2021

They also have experiences working with other brands throughout their careers. Furthermore, other companies have accent training to ensure excellent communication skills for agents. Firsthand Experience With Your Brand/Service. On top of that, they can also relate with your brandings as you can communicate it to them directly.

Customer Service 52

Customer Service Call Center Policies Insurance 52

Helen Dewdney

DECEMBER 18, 2019

The white goods company Whirlpool, which produces the Hotpoint and Indesit brands, is yet again putting profits before the safety of its customers. And yet again, the company is already behaving poorly in its communications with its customers. Will this latest debacle be enough to cause the brand to fail?

Retail 39

Retail Travel Social Media Consumers 39

Martin Hill-Wilson

MAY 27, 2015

There is a ton of it: from government level, to research firms to individual brands using research to prove a market demand. For instance OFCOM, the UK regulator has just published their annual review of our communication habits which according to them are increasingly digital. From six in ten in 2005 to almost nine in ten today.

Self Service 40

Self Service Social Media Multi-Channel Consumers 40

Beyond Philosophy

NOVEMBER 28, 2017

Since 2005, over 50,000 respondents, in 49 countries and multiple b2b and b2c industries have participated in research incorporating the Hierarchy model emotions. Accordingly, my colleague Colin Shaw, working closely with the London Business and its Chair of Consumer Psychology, extensively tested emotional levers.

B2C 83

B2C Banking B2B e-support 83

Magellan Solutions

JULY 3, 2021

Loss of Brand Image. This could impact your brand image. But contrary to this belief, third-party agencies have been praised for maintaining the brand image clean with having dedicated people solely working for them. But this can easily be fixed with communication. This is where the importance of communication comes in.

Customer Service 52

Customer Service Call Center Government Training 52

C Space

NOVEMBER 11, 2018

A leader in the consulting world for more than 20 years, Charles has a successful track record of reinventing companies, brands, and experiences through co-creation and collaboration with customers. The experience a customer has with a subscription service is itself the brand and its product. by Richie Jones (C Space) Research Live.

Sports 55

Sports Healthcare Retail Financial 55

ProProfs Chat

DECEMBER 23, 2019

And the results are starting to show because these companies are placing customer centricity in the midst of their core brand and mission. What they do is basically put a premium on the customer and their experience with the product, service, or brand. Think about your brand and ask yourself these questions.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

SurveySparrow

DECEMBER 23, 2020

From making market research easier to facilitating internal communications, online surveys help businesses in many ways. It was started in Seattle in 2005, but over the years, the company has expanded globally. On SurveyMonkey, you will find templates for all kinds of surveys, from employee engagement to internal communications.

Survey 52

Survey Software Social Media Tools 52

C Space

NOVEMBER 11, 2018

A leader in the consulting world for more than 20 years, Charles has a successful track record of reinventing companies, brands, and experiences through co-creation and collaboration with customers. The experience a customer has with a subscription service is itself the brand and its product. by Richie Jones (C Space) Research Live.

Sports 40

Sports Healthcare Retail Financial 40

Michelli Experience

OCTOBER 16, 2015

an online car accessories company, has offered live chat since 2005. One retailer points out parallels between live chat and two other very popular forms of communication: “Live chat is an added convenience, especially for those who are used to texting and instant messaging,” explains Diamond Envy’s Marketing Manager, Emily Duke. “It

Customer Service 100

Customer Service Software Survey Customers 100

Lithium

DECEMBER 7, 2018

Candidly, we launched our very own community instance too early! From its inception, Lithium worked with huge brands, and so their huge communities were wildly successful. was the first Lithium Customer Success Manager (CSM) in 2005 and my first manager here at Lithium.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

Candidly, we launched our very own community instance too early! From its inception, Lithium worked with huge brands, and so their huge communities were wildly successful. was the first Lithium Customer Success Manager (CSM) in 2005 and my first manager here at Lithium.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

Candidly, we launched our very own community instance too early! From its inception, Lithium worked with huge brands, and so their huge communities were wildly successful. was the first Lithium Customer Success Manager (CSM) in 2005 and my first manager here at Lithium.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

Candidly, we launched our very own community instance too early! From its inception, Lithium worked with huge brands, and so their huge communities were wildly successful. was the first Lithium Customer Success Manager (CSM) in 2005 and my first manager here at Lithium.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

Candidly, we launched our very own community instance too early! From its inception, Lithium worked with huge brands, and so their huge communities were wildly successful. was the first Lithium Customer Success Manager (CSM) in 2005 and my first manager here at Lithium.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

Candidly, we launched our very own community instance too early! From its inception, Lithium worked with huge brands, and so their huge communities were wildly successful. was the first Lithium Customer Success Manager (CSM) in 2005 and my first manager here at Lithium.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

Candidly, we launched our very own community instance too early! From its inception, Lithium worked with huge brands, and so their huge communities were wildly successful. was the first Lithium Customer Success Manager (CSM) in 2005 and my first manager here at Lithium.

Gamification 40

Gamification B2B Guidelines Government 40

Grade.us

AUGUST 18, 2020

Spam all day long, but that is probably because I spend most of my time in Maps and Local Search. Having said that we have to remember that Google Maps scraped data from 2005 until 2018 and they had to figure out a way to try and clean up obsolete and incorrect data. Communicate with attendees. Cancel your meetup.

Social Media 58

Social Media Connections Tips Video 58