C3Centricity

NOVEMBER 4, 2019

Brand Building. Many large CPG companies, such as P&G, Coca-Cola and Nestle, have changed the name of their Marketing departments in the past twenty years, to Brand Building. And with few exceptions, they prioritised thoughts about themselves and their brands, and rarely took their customers’ perspective.

Customer Centricity 179

Customer Centricity Brands Advertising Consumers 179

C3Centricity

JULY 8, 2020

We have gone from information to entertainment, from push to pull, and from “ours” to “theirs.” Checking a website is often the first step a customer makes when they are interested in a brand or manufacturer. Your customers have the right to connect as they wish, by whichever media they prefer.

Engagement 279

Engagement Entertainment Customer Centricity Social Media 279

Alida

OCTOBER 4, 2016

In particular, insight communities —private, online communities made up of carefully selected groups of customers who develop long-term relationships with brands—are now used by hundreds of customer-centric global brands. Gratitude requires brands to show appreciation for community members. Engagement, not entertainment.

Engagement 250

Engagement Strategy Entertainment Exercises 250

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. 3 Try to improve lives.

Brands 140

Brands Entertainment Customer Expectations Meeting 140

InMoment XI

OCTOBER 31, 2024

Your call center plays a huge role in your brand reputation. Average Time in Queue (ATQ) ATQ measures the average wait time customers experience before connecting with an agent. Percentage of Calls Blocked This KPI tracks the proportion of calls that fail to connect because the call center’s capacity is full.

Call Center 195

Call Center Metrics Self Service Effort Score 195

ShepHyken

OCTOBER 20, 2024

How much of your business strategy is about funniness—not just entertainment, but customer experiences made joyful by design? But for the right company or brand, this can work well. In a competitive marketplace, this hyper-tailored approach to marketing is the key to creating and keeping customers who love your brand.

Customer Service 78

Customer Service Customer Centricity Entertainment Airlines 78

C3Centricity

MARCH 15, 2018

The appeal of this alternative approach is confirmed by the results of SalesForce’s recent research findings reported in the “State of the Connected Consumer.” Customers Still Value Human Connections in a Tech-Driven World. Let me know in the comments. The Culture of Immediacy Drives Mobile-First Expectations.

Data 312

Data Retail Analysis Analytics 312

NICE inContact

JUNE 28, 2019

Wouldn’t it be great if there was one single, relatively simple thing brands could do to motivate customers to stay loyal and spend more over the long-term? There is a way that brands can encourage loyalty with demonstrable results: Make customers feel good — again and again. What emotions can brands inspire?

Self Service 168

Self Service Contact Center Entertainment Call Center 168

ShepHyken

NOVEMBER 3, 2024

Operationalize by Zeisler Consulting (Zeisler Consulting) If you’re wondering what CX really is, leave it to a marketer of course to put it succinctly and easily: CX is all about operationalizing your Brand Promise. The author writes in a very conversational style that, while entertaining, makes some great points.

Customer Service 71

Customer Service Loyalty Programs Entertainment Loyalty 71

SurveySensum

NOVEMBER 1, 2024

Loyalty is a brand.” — Shep Hyken. Brands that excel in cultivating loyalty experience 2.5X Well, brand loyalty goes beyond simple recognition of your products; it’s about the profound trust and emotional connection customers have with your brand. What is Brand Loyalty? Why Brand Loyalty Matters?

Loyalty 52

Loyalty Customer relationships Brands Sales 52

BirdEye

FEBRUARY 5, 2025

Restaurant social media marketing is not just about posting a few pictures of food anymoreits about creating a space where your customers connect, trust, and get inspired to visit. Social media management is crucial in helping restaurants build their social media presence and connect with their target audience.

Social Media 104

Social Media Tips Marketing Video 104

C3Centricity

MAY 25, 2020

The appeal of this alternative approach is confirmed by the results of SalesForce’s recent research findings reported in the “State of the Connected Consumer.” Customers Still Value Human Connections in a Tech-Driven World. Let me know in the comments. The Culture of Immediacy Drives Mobile-First Expectations.

Technology 304

Technology Analysis Data Consumers 304

Blake Morgan

DECEMBER 2, 2022

Technology-free experiences buck the trend that brands don’t seem to exist if they aren’t constantly shared on social media—which could be a risky move, but customers feel they have experienced something unique and exclusive. Instead of sharing with the masses, they share the experience via word of mouth, which grows the brand.

Brands 105

Brands Social Media Transportation Entertainment 105

GetFeedback

JULY 19, 2019

Some are calling CX the new marketing, others are calling it the new brand. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. It’s one of the calling cards of the brand, typically. Connect with him: convinceandconvert.com | @convince .

ROI 309

ROI How To Touchpoint Hotels 309

ShepHyken

MARCH 11, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can businesses create experiences that get repeat business and nurture brand loyalty? Brands must create memorable and emotionally resonant experiences for their customers. Customers want to feel that you are watching out for them.

Customer Experience 157

Customer Experience Entertainment Loyalty Customer Centricity 157

Experience Investigators by 360Connext

APRIL 30, 2024

Let’s embark on an insightful exploration of CX in the live entertainment industry. Get ready to discover how to stand out in a sea of entertainment options and ensure that your customers are embarking on an experience that resonates with your brand’s unique story even before the moment tickets are purchased.

Customer Journeys 143

Customer Journeys Entertainment Touchpoint Resources 143

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. ” “Let’s give them a chance to stay connected on their terms.” Many brands do a great job at showing their unique personality through marketing, and throughout the customer journey.

Brands 110

Brands Retail Consulting Touchpoint 110

Uniphore

JUNE 22, 2021

So, we had to make their rants more entertaining. That said, here are five reasons why you should not ignore the rants of your customer service employees: #1 You Can Boost Your NPS With Rockstar Emp loyees According to Forrester, your customers are 10 times more likely to recommend your brand after connecting with a knowledgeable employee.

Call Center 219

Call Center Self Service Social Media Contact Center 219

Optimove

SEPTEMBER 30, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: From Netflix, sports betting, and online casinos, consumers have countless ways to connect to entertainment at their fingertips. Lotteries can position themselves as a unique and compelling form of entertainment to outshine the competition.

Entertainment 52

Entertainment Strategy Loyalty Programs Social Media 52

CSM Magazine

OCTOBER 25, 2023

The modern media and entertainment industry continually evolves, and customer experience is more crucial than ever. One key aspect of delivering outstanding customer experience in media and entertainment is through localization for the entertainment industry. Revenue Growth : Happy customers spend more.

Entertainment 52

Entertainment Customer Experience How To Social Media 52

C3Centricity

JUNE 28, 2018

In the report they mention three changes that CMOs are grappling with in an effort to impact both inside and outside their organisation: How the relationships between brands and customers have changed. How brands can offer the very best customer experience. How brands can become more human and approachable.

Marketing 249

Marketing Brands Analysis ROI 249

Alida

JANUARY 5, 2018

” Brand management becomes holistic. Thinking about the bigger picture isn’t anything new for CMOs, but Forrester says looking at their brand holistically will be imperative in 2018. This means making sure there’s consistency between what the brand is promising consumers and the experience that’s actually delivered.

Marketing 0

Marketing Multi-Channel Advertising Tourism 0

InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 195

Hospitality Call Center Retail NPS 195

2020 Research

APRIL 8, 2024

Providing channels for open dialogue is crucial for organizations looking to connect with Gen C authentically. Looking to connect with a Gen C audience? Learn how As Gen Cers continue to enter adulthood over the next seven years, brands should not assume they’ll follow the stereotype of young adults spending frivolously.

Connections 52

Connections Brands Fashion Entertainment 52

Beyond Philosophy

NOVEMBER 4, 2018

Convenience is like branding in this way. With branding, your efforts in marketing reflect the brand you want to create. However, what you say the brand is isn’t necessarily what the customers say it is. The perception of your brand is up to them. Customer perception is your brand.

Customer Experience 162

Customer Experience Self Service How To Banking 162

Storyminers

JANUARY 12, 2017

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. Brands that employ predictive analytics to serve their customers will leap ahead of those that adopt the technology just to sell more.

Trends 171

Trends Customer Experience Wireless Entertainment 171

C3Centricity

JUNE 28, 2018

In the report they mention three changes that CMOs are grappling with in an effort to impact both inside and outside their organisation: How the relationships between brands and customers have changed. How brands can offer the very best customer experience. How brands can become more human and approachable.

Marketing 229

Marketing Brands Analysis ROI 229

SmartMessage Blog

JANUARY 21, 2025

To remain competitive, organizations must adapt swiftly to evolving trends and technologies that are redefining how brands connect with their audiences. From AI-driven hyper-personalization to the emergence of brands as media creators, these innovations are shaping the future of marketing.

Trends 40

Trends Marketing Entertainment Video 40

Horizon CX

APRIL 3, 2023

And if that front-end automated experience isn’t handled effectively and frustrates the caller, they are more than apt to bite the head of the first real person they connect with. Do entertain customers on hold. Depending on your customer base, this can mean playing appropriate music or playing entertaining recorded messages.

Contact Center 130

Contact Center Call Center Entertainment System 130

Experience Investigators by 360Connext

OCTOBER 8, 2024

We also have fun comparing everyday items like the cult-favorite Scrub Daddy to traditional brands, showing how consumer culture influences even the most mundane products. Exploring beyond the aisles, we touch on how technology is redefining the art world and reshaping luxury preferences.

Entertainment 143

Entertainment Retail Banking Trends 143

DCX

FEBRUARY 16, 2025

The Experience Economy is Here Great brands don’t just sell products or services—they create moments. Whether it’s through unexpected details, sensory immersion, or rethinking the ordinary, the best brands understand that experience is the real currency of loyalty. Give them real-time ways to connect.

Video 52

Video Airlines Travel Connections 52

InMoment XI

OCTOBER 3, 2024

Customer retention is important because the longer a customer stays with your brand, the higher their average purchase is. Personalization helps create a deeper connection with customers by showing that your organization cares about their individual needs and preferences. This makes customers feel more connected to your organization.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Kayako

MAY 11, 2017

In-flight entertainment has been in-demand since commercial flight became routine; Virgin just figured out a way to up the ante by including individual TVs in all headrests. Virgin knows many of its passengers are businessmen and women who need to stay connected to the grid at all times – even at 35,000 feet. Quarterly newsletters.

How To 248

How To Case Study Customers Industry 248

InMoment XI

OCTOBER 4, 2024

It’s a journey encompassing every point of interaction with your brand, from the initial awareness to leaving an online review. Customer Experience (CX) is the overall perception someone has of your brand based on their thoughts and feelings after each interaction with your business.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

NetBase

JUNE 19, 2019

With social audiences relying on other consumers (versus brands) for information and recommendations on everything from laundry detergent to Netflix shows, it makes perfect sense that brands would turn to members of their audience when marketing. This is why influencer marketing has become such a crucial tool for brands to use.

Brands 74

Brands Entertainment Social Media Consumers 74

InMoment XI

JANUARY 4, 2024

With 93% of consumers reading reviews before making a purchase, and 58% of consumers being willing to drive further or pay more for a product with good reviews, a good customer experience and brand reputation management have never been more critical than it is today. The retail customer experience is also a complex one.

Retail 195

Retail Customer Experience Effort Score Social Media 195

Michelli Experience

MARCH 25, 2016

Living in the information age where there’s YouTube, from which hours are consumed for entertainment, as well as different social media platforms like Facebook and Twitter—everything has evolved to accommodate a more visual and tech-savvy generation. When people call support centers, it’s because they need certain information.

Video 100

Video Entertainment Customer Service Social Media 100