Experience Investigators by 360Connext

APRIL 30, 2015

Just because the customer is not happy in the current situation doesn’t mean they won’t be happy in any situation with your brand. Instead of being brand-obsessed and pointing out why the subscriber is making a mistake by unsubscribing, they respect her enough to know when her mind is made up. Letting customers call the shots.

Brands 110

Brands Retail Consulting Touchpoint 110

Michelli Experience

JULY 5, 2016

While I have many mentors when it comes to business success, branding, and customer experience delivery, seldom do I look to actors or actresses to give me wisdom in these areas. Recently, however, I was taken aback by the succinct and powerful branding perspective offered by Will Smith. Enough about our teacher, on to the lesson….

Brands 140

Brands Entertainment Customer Expectations Meeting 140

ijgolding

SEPTEMBER 24, 2015

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. It was a sentiment I very much agreed with – you can read more about the 2014 results here. A brand is no longer a marketing confection, sustained by persuasive advertising.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Maz Iqbal

OCTOBER 10, 2014

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. As such, the management lesson for brands aspiring to join the top 10 is clear: those responsible for the employee experience need to be fundamental and genuine partners in building customer experiences.

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014.

Meeting 60

Meeting Customer Experience Employee Engagement Contact Center 60

Maz Iqbal

OCTOBER 16, 2014

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. For most brands, trying to improve performance simply by emulating John Lewis or First Direct can be counterproductive. In this conversation I want to talk about CX improvement.

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. blog posts for 2014 were: Got Empathy? : ” Customer loyalty reflects the extent to which customers like you and engage in positive behaviors toward your brand. The top 10 B.O.B.

Metrics 76

Metrics Net Promoter Score Data NPS 76

Experience Matters

SEPTEMBER 29, 2014

In Temkin Group report, ROI of Customer Experience, 2014 , we found that a modest improvement in customer experience can generate an average of $437.5 The 2014 Temkin Experience Ratings of fast food chains shows that McDonald’s is tied for 16th spot out of 19 QSRs. I applaud McDonald’s for the move.

Customer Connectedness 264

Customer Connectedness ROI Employee Engagement Brand Values 264

C Space

APRIL 27, 2020

The Brand Move Roundup – April 27, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. Brand Move Roundup – April 27, 2020. An average of 15.6

Brands 52

Brands Fashion Social Media Sports 52

NetBase

AUGUST 18, 2020

Every brand has a marketing stack, aka Martech Tool Stack that they use to run campaigns and track measurable marketing outcomes. But not every brand has a good handle on what these tools are. And the pandemic forced brands to focus on efficiencies in every category. We’re guessing your brand can relate.

Tools 60

Tools Brands Ecommerce Social Media 60

ijgolding

NOVEMBER 8, 2016

Over the years, businesses in other industries have worked hard to turn people into FANS of their brands. Many people were willing to buy in to the Ryanair proposition of ‘low fares guaranteed’, but without liking what the brand stood for. In 2014, Leyton Orient was a business with heart and soul.

Sports 237

Sports Entertainment Airlines Customer Base 237

Kerry Bodine

JUNE 7, 2017

JetBlue built its brand on being a different kind of airline. In November 2014, JetBlue announced that it would be adding baggage fees and reducing leg room – and on June 30, 2015, the airline kept that promise to investors. Not tomorrow, not next week, and not next year – but for the life of your brand. But that’s not all.

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

Brandwatch CX

MARCH 7, 2023

social media accounts 91% of retail brands use 2 or more social media channels 81% of all small and medium businesses use some kind of social platform Internet users have an average of 7.6 billion views YouTube sees around 1,148bn mobile video views per day In 2014, the most searched term was music. billion The internet has 4.2

Social Media 98

Social Media Video Advertising Marketing 98

Experience Investigators by 360Connext

OCTOBER 1, 2014

It’s a chance to show your brand at its finest. Speaking of personality, here are a couple unexpected efforts made by brands to inject some personality into typically boring language. Why One Bad Customer Interaction Could Haunt Your Brand. Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014.

e-support 274

e-support Social Media Consulting Customers 274

C Space

JULY 6, 2020

The Brand Move Roundup – July 6, 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. It’s ranked No.

Brands 52

Brands Sports Hospitality Retail 52

QuestionPro Audience

MAY 24, 2018

Brands need to be cognizant of consumers’ feelings about the security of their personal information and online behaviors. consumers worry about how brands collect and use their personal data, and 34% don’t trust tech companies with their digital privacy. New research from EXPRESSVPN found that 71% of U.S.

Consumers 207

Consumers Data Social Media Study 207

PeopleMetrics

JULY 14, 2015

PeopleMetrics is proud to recognize its fifth-annual Brand Ambassador Award Winners. These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Three Qualities of Brand Ambassadors.

Customer Centricity 48

Customer Centricity Brands Hotels Banking 48

NetBase

JUNE 11, 2019

The month of June offers brands a positive and vibrant way to connect with audiences for Gay Pride festivities. But to #brightside it, this year, like each year preceding it, is shaping up to be the best year yet from a brand awareness perspective. . One brand that needs no introduction to Pride Month is GAP. Where It Started.

Brands 43

Brands Marketing Fashion Retail 43

Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback.

Net Promoter Score 124

Net Promoter Score Company NPS Effort Score 124

Second to None

APRIL 9, 2018

Measuring what the most successful brands are doing in any industry can serve as a great source of information for your organization. One recent initiative that organizations can learn from was implemented by the luxury brand Sephora. The decision was a sign of the times, said Laughton.

Brands 54

Brands Retail Loyalty Fashion 54

NetBase

JUNE 21, 2019

Athletes can be powerful and inspiring role models whose stories motivate your audience to embrace your brand – which is why they’re so often brought on as brand ambassadors and influencers. The problem is, their mistakes are very public – and if they’re connected to your brand, you just might go down with the ship.

Brands 60

Brands Sports Analytics Analysis 60

InMoment XI

FEBRUARY 24, 2014

The annual 2014 Trend Report by trendwatching.com, once again highlights a mega trend that has been on the rise for several years – the concept of “Human Brands.” As corporate distrust and disgust levels rise, consumers are gravitating toward brands. View Article.

Marketing 150

Marketing Trends Consumers Report 150

InMoment XI

FEBRUARY 24, 2014

The annual 2014 Trend Report by trendwatching.com, once again highlights a mega trend that has been on the rise for several years – the concept of “Human Brands.” As corporate distrust and disgust levels rise, consumers are gravitating toward brands. View Article

Marketing 150

Marketing Trends Consumers Report 150

InMoment XI

FEBRUARY 24, 2014

The annual 2014 Trend Report by trendwatching.com, once again highlights a mega trend that has been on the rise for several years – the concept of “Human Brands.” As corporate distrust and disgust levels rise, consumers are gravitating toward brands. View Article

Marketing 150

Marketing Trends Consumers Report 150

ReviewTrackers

NOVEMBER 16, 2017

Your organization’s ability to build a strong employer brand is a major growth driver. But it takes more than posting job openings on LinkedIn or designing a fancy Careers page to create a brand that resonates with job seekers. Managing your employer brand should be a priority. times more cash flow per employee, generate 1.4

Brands 50

Brands Financial Culture Employee Experience 50

Customer Bliss

OCTOBER 10, 2017

We’ll get into further detail later: Brand. They almost treated the Board as another workflow, asking them questions such as: Where do you see our brand standing? Maury has phased out the work this way: 2012-2014: Closing the necessary gaps. 2014-2016: The initial roll out of services and experiences.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

AskNicely

JULY 17, 2018

Founded in 2014, Biteable was created with the mission of providing accessible, affordable video creation for all. Enter Biteable, offering an easy templatized process for creating all kinds of snappy videos in minutes — to tell a story, show an idea, or promote your brand. The Business of Helping Customers Tell Stories.

Roadmap 150

Roadmap Customer Centricity Net Promoter Score Case Study 150

GetFeedback

FEBRUARY 6, 2019

Keep survey design on-brand. Keep it consistent by sending a branded, beautiful survey that leaves a lasting impression. Editor’s Note: This post was originally published in May 2014. Attendees will likely pop your survey open in transit. Make sure you’re distributing a short, well-designed, mobile-friendly survey.

Tips 276

Tips Feedback Survey Conference 276

Customer Bliss

NOVEMBER 29, 2021

A 2017 Minnesota Department of Health report review of tests, ordered by physicians in the state in 2014, validates the need for such conversations. Whether you’re an old brand or a new one, there is so much we can improve when truly put the customer at the center of our decision-making. Its results showed that $54.9

Healthcare 139

Healthcare How To Advertising Banking 139

Beyond Philosophy

JULY 9, 2015

The demand for corporate social responsibility continues to sweep the brand marketplace. According to new research from Nielsen, corporate social responsibility is important as a benefit to positive branding efforts. We also know for your brand reputation positive press is key. Competition in the marketplace is fierce.

Brands 60

Brands Net Promoter Score Effort Score Case Study 60

QuestionPro Audience

FEBRUARY 21, 2018

PRODUCT AUTHENTICATION: Counterfeit goods have plagued manufacturers and consumers alike; pharmaceutical companies lose around $200 billion/year due to counterfeit drugs, and nearly 1,400 adverse reactions related to counterfeit drugs have been reported since 2014.

Consumers 170

Consumers Study Retail Technology 170

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. Author: Pauline Ashenden The rapid rise of digital channels and mobile devices means it’s easier than ever for consumers to engage and ask questions of brands they want to do business with. Published on: November 01, 2017.

Brands 49

Brands Customer Experience Self Service Social Media 49

Brandwatch CX

JANUARY 4, 2019

In 2014, the most searched term was music. As of October 2014, YouTube has paid out $2 billion to rights holders since 2007. The most popular branded channel is currently LEGO , which has amassed over 6bn views. In 2014, four of the top 10 videos were adverts. In 2014, four of the top 10 videos were adverts.

Video 104

Video Comparison Brands Marketing 104

Experience Investigators by 360Connext

OCTOBER 31, 2014

We think they are often overlooked and are the types of events that can make or break not only the experience of a customer with a brand, but someone's entire day. Why One Bad Customer Interaction Could Haunt Your Brand. A bad customer service email is just one interaction, but these kind of things could haunt your brand.

e-support 197

e-support Social Media Consulting Customer Centricity 197

Vonage

AUGUST 15, 2016

Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. So, how well are we managing this 360-degree experience?

Self Service 120

Self Service Contact Center Trends Sales 120

Experience Matters

OCTOBER 14, 2014

One of the highlights of the webinar was when Cannon said that “ customer experience is the new marketing ” and is critical for fulfilling MBUSA’s brand promise, The Best or Nothing. Related: State of CX Management, 2014 ). Here are some other highlights and lessons from the webinar: The CEO plays a critical role in CX.

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

InMoment XI

APRIL 23, 2014

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. In addition, practitioners will move from measurement of behaviors to influencing behaviors and ultimately driving brand preference.

Customer Experience Management 150

Customer Experience Management Measurement Survey Interaction 150