B2C, Brand Values and Customer Insights - Customer Experience Update

A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Purposeful Leadership: Leaders operate consistently with a clear set of values.

Net Promoter Score

Net Promoter Score Customer Journeys Customer Experience Omni-Channel

Customer Experience Strategy: An A to Z Glossary

Lumoa

MARCH 20, 2018

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards personalized omnichannel experience in B2B customer journeys. onboarding Onboarding is familiarizing a new customer with the service.

Net Promoter Score

Net Promoter Score Customer Journeys Omni-Channel Customer Experience

Report: Lessons in CX Excellence, 2018

Experience Matters

JANUARY 8, 2018

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

Report

Report B2C B2B Groups

A to Z Guide to Customer Experience Definitions and Terms

Lumoa

MARCH 20, 2018

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards personalized omnichannel experience in B2B customer journeys. onboarding Onboarding is familiarizing a new customer with the service.

Net Promoter Score

Net Promoter Score Customer Journeys Omni-Channel Customer Experience

Report: Lessons in CX Excellence, 2017

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

Report

Report B2C B2B Groups

Report: Lessons in CX Excellence, 2017

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

Report

Report B2C B2B Groups

A Pragmatic Guide To Brand Value

Forrester's Customer Insights

JULY 22, 2019

The Value Of Brand Valuing a brand can be a deeply divisive exercise. To most marketers, there is an axiomatic simplicity to brand value. Wally Olins (of Wolff Olins fame) once characterized the attempt to “chew [brand] […].

Brand Values

Brand Values Brands Exercises Marketing

The Power Of The Values-Based Consumer — And Of Authentic Brand Values

Forrester's Customer Insights

FEBRUARY 14, 2020

As consumers look to align their purchases with their principles, opportunities arise for brands — though genuine commitment is key.

Brand Values

Brand Values Consumers Brands B2C

Insights from Insights

Confirmit

MARCH 12, 2019

What’s nice about this event is that we’re able to speak to people from every part of the marketing world – often the home of Customer Experience and Insight teams. A few corporate insights people looked a bit worried there, but there was no need.

Gamification

Gamification B2C Social Media B2B

One Year Since Bud Light’s Marketing Blunder: What Did We Learn?

Forrester's Customer Insights

APRIL 1, 2024

As we reach the anniversary of Bud Light’s marketing blunder, we’ve taken a look back into what really happened to fuel the iconic brand’s crisis. In the year following Bud Light’s cancellation, the company faced material backlash from both the LGBTQIA+ and conservative communities for their transgression of core brand values. […]

Marketing

Marketing Brand Values Brands Company

Close The Gap Between Brand, Customer and Employee Experiences

Forrester's Customer Insights

OCTOBER 29, 2020

Customer experience (CX) has become the number one business priority for marketers. The percentage of European B2C marketers considering improving CX as their company’s top business priority has jumped from 26% in 2019 to 46% in 2020. CMOs are fully aware of the importance of customer data to personalise experiences.

Employee Experience

Employee Experience Customer Experience B2C Brands

The Future Of Consumer Buying Will Drive The Reinvention Of Your Business

Forrester's Customer Insights

SEPTEMBER 17, 2020

The relationship between consumers and businesses is undergoing a multifaceted transformation based on four factors: the economic impact of marketplaces, next-generation product experiences, consumers’ perception of brand values, and brands’ adoptions of business models.

Consumers

Consumers Brand Values Brands Customer Centricity

Apple’s Brand Playbook Unlocked

Forrester's Customer Insights

APRIL 9, 2018

In 2010, Apple ranked as the 17th most valuable brand in the world. Since 2010, Apple’s brand value has increased at a compound annual growth rate of 36%, while the entire “brandscape” has grown […]. Do you want to be like Apple? Just three years later, it had garnered the top spot and has remained there.

Brands

Brands Brand Values Advertising B2C

Customer Experience Update

A to Z Guide to Customer Experience Definitions and Terms (Updated)

Customer Experience Strategy: An A to Z Glossary

Trending Sources

Report: Lessons in CX Excellence, 2018

A to Z Guide to Customer Experience Definitions and Terms

Report: Lessons in CX Excellence, 2017

Report: Lessons in CX Excellence, 2017

A Pragmatic Guide To Brand Value

The Power Of The Values-Based Consumer — And Of Authentic Brand Values

Insights from Insights

One Year Since Bud Light’s Marketing Blunder: What Did We Learn?

Close The Gap Between Brand, Customer and Employee Experiences

The Future Of Consumer Buying Will Drive The Reinvention Of Your Business

Apple’s Brand Playbook Unlocked

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