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

ijgolding

SEPTEMBER 8, 2014

Response via Email 06/09/2014 10:37. Disney is a brand that is synonymous with great ‘branded customer experiences’ – this highlights exactly why. What a phenomenal way of dealing with a customer enquiry!! Not only did Brian receive a postal response, he also received the following email: Subject. Disney Store.

Customer Experience 329

Customer Experience Customer Expectations Customer Retention Retail 329

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

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

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

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

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Prevent customers from making negative associations with your brand by creating positive microinteractions. Leaders of all types of organizations began to walk the talk around improving their customer experience. Are you ready to make 2015 even better? Social Media ninjas?

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

ReviewTrackers

MAY 15, 2020

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.

Brands 123

Brands Employee Engagement Financial Culture 123

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

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

Experience Investigators by 360Connext

OCTOBER 6, 2014

This led to more sharing beyond what the brand alone could do. This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. AT&T created an internal tribe of employees who were asked to share information only when they felt it was appropriate for their personal networks.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

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

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media. She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

C3Centricity

APRIL 3, 2019

WHO ARE OUR BRAND’S CUSTOMERS? She shops in local supermarkets and gets advice from friends on Facebook, about the best brands to buy and what’s on offer. She’s been buying our brand for over two years because it satisfies her children’s hunger when they get in from playing sports. Neither will win you brownie points.

Marketing 277

Marketing How To Advertising Brands 277

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

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

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

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

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

Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. Brands still struggle with the reality that omni-channel is about customer choice not cost reduction. Some brands have even gone as far as embedding this methodology and mindset into customer service teams as well. Omni-Channel Design.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

NICE inContact

DECEMBER 9, 2015

From its humble beginnings as a hat business founded by German nationals who fled Europe in 1938, to a global corporation with five brands, Columbia Sportswear is made up of real people who are passionate about the outdoors. inContact’s Agent Interface automatically provides all the information they need to be the voice of any brand.”.

Customer Service 188

Customer Service Contact Center e-support Call Center 188

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

Storyminers

NOVEMBER 2, 2016

Here’s how one leading brand is trying. Another way to look at it: Airbnb is using its brand to wreak positive change in the world. CVS Health Corporation stopped selling tobacco products in 2014 to the dismay of shareholders but the applause of health care and insurance professionals. There’s precedent for that.

Policies 170

Policies Customer Experience Hospitality Insurance 170

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

CX Journey

DECEMBER 16, 2014

It appeared on the site on September 15, 2014. Customers have expectations about your products and services, whether those come from advertising, reviews, or what they''ve heard or what they know about your brand. Your brand promise sets those expectations. Want to know the secret to customer retention? Hire the right people.

Customer Retention 209

Customer Retention Advertising Metrics Customers 209

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

C3Centricity

OCTOBER 1, 2019

That is what touches our customers and makes them feel differently about our brand, company or service. In a video way back in 2014 Tim Cook talked about being " better." The brand is Brompton Bikes, a folding, city bike. In other words they have made their brand a solution for city dwellers.

Customer Satisfaction 245

Customer Satisfaction Hotels Marketing Customer Centricity 245

ijgolding

AUGUST 7, 2014

In 2014, a staggering number of 28 pubs are still being closed every week. What they/we expect from a pub is on the whole different in 2014 to 2002. 30th July 2014. By 2012, the number had declined to 49,433. We expect the experience we have in a pub to meet and sometimes exceed our expectations. How will it fare? Pub Visited.

Customer Experience 201

Customer Experience Customers Training Customer Retention 201

Kayako

FEBRUARY 16, 2017

Customers expect easy and intuitive self-service: An earlier Forrester consumer survey about channel usage for customer service, reported that use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014. so the page would be in German. Let’s review….

Ecommerce 232

Ecommerce Self Service Analysis Knowledge Base 232

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. This report has rich insights about both B2B and B2C customer experience.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

CX Journey

SEPTEMBER 4, 2014

I originally wrote today''s post for InsideCXM , where it was published on April 2, 2014. Brand Promise : A brand promise is the expectations you set with your customers. It’s a combination of the brand purpose and the reality of what the brand can deliver. I have modified the post slightly since then.

Tools 160

Tools Customer Journeys Culture Touchpoint 160

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

ijgolding

AUGUST 18, 2014

Brand names like Avis, Budget, Hertz, Europcar and Thrifty are often the first we see on entering into a foreign country. 15th August 2014. As always, I like to see if the brands I review make any statement about their interaction with customers publicly – or in other words, do they explicitly make promises to their customers?

Customer Experience 270

Customer Experience Effort Score Customers Insurance 270

CSM Magazine

NOVEMBER 18, 2024

Rapid Deployment : Enables brands to quickly implement AI-powered communications without compromising security. ” Recent data reveals that 80% of consumers want to see AI in customer service, but only 15% of brands have fully deployed such technologies. A primary roadblock? Security concerns. For more information visit [link].

Customer Experience 52

Customer Experience Healthcare Omni-Channel Chatbots 52

Alida

JUNE 5, 2017

Reporting to the president, the CDO took charge of all products and services across Nike.com, Nike+ as well the brand’s other digital platforms. For example, L’Oreal, the largest cosmetics and beauty company in the world, began its digital transformation in 2014 and appointed Lubomira Rochet as its CDO to lead digital initiatives.

Fashion 154

Fashion Retail Innovation Consumers 154