C3Centricity

JULY 2, 2016

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. Why we Buy Brands. Branding Elements.

Brands 221

Brands Marketing Advertising Measurement 221

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Nevertheless, if your aim is to ultimately increase brand loyalty, customer satisfaction, and sales revenues, then it is crucial for you to first improve the quality and efficiency of your company’s customer service and sales support.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Eliza (@eliza_jacobs) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Alida

NOVEMBER 25, 2016

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. Some brands use their community to build buzz and awareness.

ROI 100

ROI Measurement Brands Net Promoter Score 100

Help.com

MARCH 14, 2016

Think about what that means for your brand. Popular sustainable fashion brand Everlane introduced a new spin on customer loyalty programs by opening a private instagram account and inviting a few of their most loyal customers. A photo posted by Everlane (@everlane) on Jan 29, 2016 at 1:31pm PST. “By Why aren’t they happy?

Customer Engagement 114

Customer Engagement Engagement Tips Social Media 114

Conversocial

MAY 4, 2021

The legacy of 2016’s ‘ Year of the Bot ’ was too many badly designed bots, mak ing “I’m sorry, I don’t understand” a far too regular occurrence. Bots have come a long way since their inception, but consumer trust still lags behind. The result; consumer perception still being bots aren’t all that useful.

Brands 111

Brands Trends Consumers Interaction 111

Forrester's Customer Insights

JANUARY 23, 2023

In 2023, Empowered Customers Are Engaging Differently With Brands In 2016, we introduced Forrester’s Empowered Customer Segmentation, based on consumer behavior we’ve been monitoring and analyzing since the 1997 launch of Forrester Analytics’ Consumer Technographics® survey data.

Brands 48

Brands Customer Experience Analytics Consumers 48

ijgolding

JUNE 14, 2016

The post Customer Experience Commitment – 2016 Customer Centricity Research Findings appeared first on IJ Golding. So this year, I wanted to explore another aspect of Customer Experience that I find extremely interesting.

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

Wired and Dangerous

JANUARY 4, 2016

Welcome to 2016! We have studied the ingredients for GREAT service for many years, and have consulted with some of the brands most renowned for great service. We have studied the ingredients for GREAT service for many years, and have consulted with some of the brands most renowned for great service.

Call Center 70

Call Center Resources Consulting Study 70

iPerceptions

JULY 6, 2016

As we enter into July and the second half of 2016, marketers and brand leaders should take a moment to process some of the biggest customer experience stories and developments from last month. Summer has officially arrived.

Customer Centricity 59

Customer Centricity Trends Customers Consumers 59

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Because CX gives us the opportunity to use customer experience as a company’s strategy , to differentiate its brand , and to bring greater value to customers and to shareholders at the same time.

Trends 147

Trends Customer Experience Wireless Entertainment 147

CSM Magazine

SEPTEMBER 7, 2022

This has led retail brands to investigate new forms of communicating with and serving customers, notably chatbots. Provide a platform for two-way communication: once, brands communicated to customers, with little opportunity for traffic to come back the other way. That only adds to brand understanding, trust, and loyalty.

Chatbots 52

Chatbots Retail Communication Brands 52

Michelli Experience

NOVEMBER 14, 2017

When I was asked to do a TEDx talk about a year ago, I keyed in on the message that your brand (be that your individual brand or your corporate brand) is little more than “what people say about you when you are not around.”. Of all things for which Ed is known, “signature baseballs” is a substantial element of his brand.

Brands 113

Brands Hotels Leadership Guest Experience 113

ShepHyken

OCTOBER 3, 2016

Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline. The heart is now more prominent in the branding. The post 5 Top Customer Service Articles For the Week of October 3, 2016 appeared first on Shep Hyken. Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps.

Airlines 124

Airlines Customer Service Infographics Customer Retention 124

OpinionLab

JUNE 24, 2016

It was a really interesting event with some great content from some of the brightest customer experience experts at the biggest brands in the financial services industry. They’re all great sources of helping your brand know what you’re doing well and where there are opportunities to improve. 3) Listen, listen, listen.

Competitive Advantage 79

Competitive Advantage Financial Conference eBook 79

ShepHyken

NOVEMBER 7, 2016

The author has some excellent examples of why customers are loyal to one brand over another. The Customer Advocacy Playbook: How to Create, Manage, and Grow an Effective Brand Advocacy Campaign by Sujan Patel. The post 5 Top Customer Service Articles For the Week of November 7, 2016 appeared first on Shep Hyken.

Customer Service 125

Customer Service Loyalty Customer Success Resources 125

Alida

SEPTEMBER 20, 2017

The research firm’s Customer Experience Index (CX Index) methodology measures how well a brand’s CX strengthens the loyalty of its customers, and is used to benchmark CX performance at 314 U.S. In fact, twice as many brand scores fell as rose. Eighty-nine percent plan to increase their spending with the brand.

Leadership 227

Leadership Insurance Airlines Hotels 227

NetBase

SEPTEMBER 8, 2020

And this realization has emerging trends around remote work on the rise, and has brands rethinking how to use abandoned office space – assuming they’ll use it at all! And brands are responding accordingly. But brands should also consistently monitor for negative sentiment – no matter how small.

Trends 67

Trends Brands Social Media Retail 67

Hallmark Business Connections

MARCH 9, 2021

If you’re a brand marketer, that meant pivoting your strategy to account for the “new normal,” tossing out (or heavily revising) now-defunct messaging, and collaborating with teammates over Zoom rather than in person. Granted, these wheels were already in motion pre-pandemic: In 2016, 64 million people , roughly 20% of the U.S.

Marketing 97

Marketing Brands Tips Financial 97

Influitive

SEPTEMBER 23, 2016

That was the advice of angel investor, VC, and former CMO of Hubspot, Mike Volpe, who kicked off the recent Advocacy Advantage roadshow in Boston on September 19, 2016. The post How Hubspot Sparked A Movement Behind Their Brand (Just Like Beyonce) appeared first on Influitive. In the case of Beyonce, her dedicated fans (known as.

Brands 94

Brands B2B Marketing Customers 94

Tricia Morris

JUNE 8, 2016

Below is a sneak peek of just a few of the survey responses from United States consumers polled as part of Microsoft’s 2016 State of Global Customer Service Report, which also includes responses from 4,000 additional consumers across Brazil, Germany, Japan and the United Kingdom. The post INFOGRAPHIC: 2016 U.S. Click here to register.

Infographics 40

Infographics Customer Service Report Trends 40

Alida

JULY 11, 2018

The company has different brands that cater to these different levels, Daniel explained. In 2016, the team won an award from MRIA for best in class research initiatives for the CIBC Smart Account, along with some of its research partners including Vision Critical. For its efforts, CIBC’s research has taken home several industry awards.

Industry 141

Industry Brands Banking ROI 141

Amity

FEBRUARY 2, 2016

The Best Customer Success Resources of 2016. February 9-11 - SaaStr Annual 2016. Customer Success Summit 2016 promises 2 days of interactive sessions, practitioner best practices and networking to master the business of customer success. May 10-12 - Pulse 2016 Conference. March 11 - The State of Customer Success 2016.

Resources 80

Resources Customer Success Customers Customer Retention 80

Tricia Morris

JULY 18, 2016

The variations based on both geography and age will either confirm or totally change the way you think about, invest in, improve and incorporate customer service as a foundation of your brand or organization. The post INFOGRAPHIC: 2016 State of Global Customer Service appeared first on Parature.

Infographics 40

Infographics Customer Service Trends Report 40

COPC

JANUARY 6, 2017

have published an executive summary of the survey results for the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. The CXMB survey focused on where brands stand as they transition from multichannel to omnichannel support for their customers. Execs In The Know and COPC Inc.

Survey 40

Survey Omni-Channel Customer Experience Management Groups 40

ShepHyken

JUNE 27, 2016

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. Marketing Land) In the age of the aggregator, the brand is irrelevant. It’s defined by interactions between brand and customers. The post 5 Top Customer Service Articles For the Week of June 27, 2016 appeared first on Shep Hyken.

Net Promoter Score 74

Net Promoter Score Customer Service NPS Report 74

Experience Investigators by 360Connext

AUGUST 3, 2021

According to a 2016 PwC survey cited by Linkedin , 60% of respondents reported they’d like daily or weekly feedback (72% among those under 30 years old), but only 30% said they receive it. But there’s one very common, very critical component of social listening that many brands overlook….

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

Tricia Morris

JANUARY 4, 2016

A new year brings resolutions to change or improve in ways that matter, and for brands and organizations, customer service is always a key focus. I don’t think that this endeavor will be completed in 2016, but those who have bought in to the importance of service will look to: 1. Why Will This Have an Impact in 2016? “A

Trends 40

Trends Customer Service Chief Customer Officer Self Service 40

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. What do consumers want from brands today? Published on: January 12, 2017.

Trends 48

Trends Customer Service Contact Center Analysis 48

Tricia Morris

APRIL 1, 2016

Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. This infographic presents a snapshot view of the current state of knowledge, with new information from Microsoft’s 2016 Knowledge Management in Customer Service Report.

Infographics 40

Infographics Self Service Customer Service Report 40

Kayako

MARCH 14, 2017

Warby Parker are just one of many brands in the fast-growing vCommerce space who are inciting incredible customer love as a result of their their dogged focus on delivering fantastic customer experiences – and reaping the rewards: their latest funding pegs them at an eye-watering $1.2 billion valuation. billion valuation.

Brands 99

Brands Customer Experience Retail e-support 99

ShepHyken

DECEMBER 26, 2016

My Comment: Volkswagen is one of the world’s recognized brands. I love getting an inside view of how any major brand delivers a stellar service experience. Customer analytics allow brands to deeply understand their customers and how they are changing, so they can adapt to evolving customer demands.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

Forrester

OCTOBER 5, 2016

Last week, my colleague Rick Parrish discussed the stagnation in CX for Canadian brands from our Canada 2016 Customer Experience Index™ In this post, I'll explore another big finding from our research: The way an experience makes customers feel has a bigger influence on their loyalty to a brand than the effectiveness or ease of the experience.

Loyalty 80

Loyalty Customer Experience Brands Industry 80

Tricia Morris

DECEMBER 18, 2015

The insights collected from the individuals above for 2016 are an interesting mix with a fantastic focus on people. It’s easy when you’re asked about trends to talk about an innovative technology or feature you know is going to create a buzz. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

QuestionPro Audience

MARCH 15, 2018

billion in 2016, millennials own more than 35% of pets in the U.S., Pet brands are realizing this demographic has been largely untapped thus far, and are conducting research to gain insight into the buying habits of the Millennial pet owner. billion Americans spent on pets in 2016. In an industry that topped $66.75

Study 199

Study Report Innovation Groups 199

Tricia Morris

JANUARY 11, 2016

“Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.” ” ~ Richard Branson. Beyond Knowledge: Insights.

Trends 40

Trends Customer Service Chief Customer Officer CRM 40

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 217

Customer Connectedness Customer Experience Customer Centricity Employee Engagement 217