Experience Matters

JANUARY 8, 2018

The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience.

Report 145

Report B2C B2B Groups 145

Lumoa

MARCH 20, 2018

If you want to know, how B2C CX is different from B2B CX, check: this insightful article written by Lynn Hunsaker " The big difference between B2B customer experience and B2C " in MarketingMag Brand experience Brand experience is how you design, see and want your customer experience to be. So let’s start! by David Cooperstein C.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

ShepHyken

OCTOBER 13, 2017

This week we feature an article by Jess Mizerak discussing the future of brand loyalty and how to continue to be successful in the world of E-commerce. So, what’s the future of brand loyalty? You and I are consumers, too, so you probably know how it feels when brands only reach out to you to say “Hey you.

Customer Centricity 75

Customer Centricity Loyalty Loyalty Programs Rewards Programs 75

Smith+co CX

OCTOBER 19, 2017

Part one of a new series from Smith+Co exploring business value, communication and empathy. Another week, and another brand fails to live up to its values that promise so much. The brand has also stated that common ground is now being sought throughout its staff. Crossing the Gulf. It reeks of shallowness.

Brand Values 28

Brand Values Brands Airlines Travel 28

Lumoa

MARCH 20, 2018

If you want to know, how B2C CX is different from B2B CX, check: this insightful article written by Lynn Hunsaker " The big difference between B2B customer experience and B2C " in MarketingMag Brand experience Brand experience is how you design, see and want your customer experience to be. So let’s start! by David Cooperstein C.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

ProProfs Chat

APRIL 16, 2020

This basically means that customers are unable to communicate with the brands that they have supported since they do not employ multilingual customer service agents. What this inadvertently impacts is customer loyalty towards your brand. Your customers are your best brand advocates. This creates your brand personality.

Loyalty 96

Loyalty Customer Service Self Service Knowledge Base 96

Eptica

DECEMBER 12, 2017

Date: Wednesday, December 13, 2017 Putting the customer first this Christmas. Published on: December 13, 2017. Author: Anne-Merete Jensen The run up to Christmas is both the busiest time of year for most brands and the most stressful for consumers. Then what can brands do to support their customers this Christmas?

Knowledge Base 52

Knowledge Base Customer Centricity Ecommerce Social Media 52

Eptica

MAY 17, 2017

Date: Wednesday, May 17, 2017 L’Occitane – the benefits of a global approach to digital customer experience. Published on: May 17, 2017. Anne-Sophie Pouyau: Delivering an excellent service to our customers has always been an integral part of our brand. People now listen first to their peers rather than brands.

Self Service 51

Self Service Customer Experience Net Promoter Score Customer Service Representative 51

Beyond Philosophy

DECEMBER 20, 2017

There is an amply proven, powerful linkage between employee commitment to the company, the brand value proposition, and the customer and their employers’ actual business (financial) and marketplace outcomes, particularly where CX is concerned. You Also Might Like… 2017 the Year of Undelivered Promise.

Omni-Channel 68

Omni-Channel Employee Engagement Effort Score Consulting 68

PK

JULY 25, 2019

Fostering a community with your customers is key to brand loyalty. Emotionally connected customers have a 306% higher lifetime value , which means brands have to find ways to show you care. One way to do that is through meaningful events that overdeliver on value. Your best customers likely expect community.

Retail 49

Retail Loyalty Fashion ROI 49

CSM Magazine

MAY 1, 2018

The UK banking industry is nothing short of cut-throat with financial giant Barclays losing more than 10,000 customers during the second quarter of 2017. Due to their self-governing and tech-savvy, natures they are also less brand-loyal with personal experience being the main driving force behind their decisions.

Banking 40

Banking Self Service Customer Experience Financial 40

BirdEye

OCTOBER 6, 2023

Your brand reputation management should be your #1 marketing priority. This constant threat to your brand’s name is known as reputational risk. Reputational risk is potential damage to an organization’s image caused by negative publicity, scandals, or crises that can impact revenue, brand value, and stakeholder loyalty.

Strategy 59

Strategy Social Media Airlines Software 59

Comm100

AUGUST 23, 2018

These companies know that customers want user-friendly mobile experiences that they can access on the go (in 2017, 67 percent of website traffic worldwide was generated from mobile devices). This year, the company was ranked the most valuable brand in the world , with an estimated brand value of about 150.81 billion U.S.

Exceptional Customer Service 104

Exceptional Customer Service Customer Service Chatbots Hotels 104

Stella Connect

JANUARY 30, 2017

Last month, at the National Retail Federation’s Big Show 2017 , we partnered with lululemon’s Guest Education Centre director Dave Pitsch to present “Lessons Learned from 2016 Holiday Shopping.”. Most retailers look for people who reflect the company’s desired brand image. And, in turn, to help shape the brand itself.

Data 40

Data Retail Culture Contact Center 40

Stella Connect

SEPTEMBER 22, 2017

Brands that do this best are the ones that make an indelible and lasting impression. In 2017, The Values Institute ranked Southwest, Marriott, and Hilton among the top five most trusted brands based on five “C-Trust” variables: consistency, competence, candor, concern, and connection.

Travel 40

Travel Customer Service Contact Center Self Service 40

Strativity

APRIL 27, 2023

Material works with some of the largest and most innovative restaurant brands. Using that information, our focus is to provide strategies for growth and long-term customer retention while serving as a partner in disruption for challenger brands looking to uncover new growth by reshaping the restaurant category.

Strategy 52

Strategy e-support Roadmap Customer relationships 52

Strativity

APRIL 27, 2023

Material works with some of the largest and most innovative restaurant brands. Using that information, our focus is to provide strategies for growth and long-term customer retention while serving as a partner in disruption for challenger brands looking to uncover new growth by reshaping the restaurant category.

Roadmap 52

Roadmap Customer relationships Brands e-support 52

Help Scout

MAY 21, 2019

That’s why we need value propositions. They help us to achieve clarity around our brand, enabling us to craft messages that can speak to customers in the language that makes sense to them. A value proposition is all about being customer-focused and putting yourself in their shoes. But looking at your customers defines value.

Examples 40

Examples Hotels Hospitality Travel 40

LiveChat

MARCH 6, 2018

Providing an amazing customer service and support is one of the essential pointers, which can help brands corner the market. There are brands that people love to buy from. Their unwavering loyalty not only stems from the products and services offered, but also from the brand values. However, not all of them make the cut.

Customer Centricity 28

Customer Centricity Ecommerce Tips Chatbots 28

SmartKarrot

APRIL 13, 2020

billion in 2017. They started with a simple, yet powerful solution – creating exceptional forms and empowering meaningful brand interactions. They use the ease of installation and integration of their software to leverage their brand value. Customer Support. Product-based. Adobe Creative Cloud. Key Takeaways.

Company 19

Company Software Analytics Sales 19

SmartKarrot

JANUARY 5, 2021

Being an esteemed leader and strategically managing the Customer Success teams at eminent organizations throughout the past few years of her career, she has successfully pioneered the art of transforming customer experiences into personalized brand value generation tactics. Kristen Hayer. Sue Nabeth Moore. Emilia D’Anzica.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21