C3Centricity

JANUARY 18, 2020

How do you know when you have too many variants in your brand portfolio? One of the most popular evergreen posts on C3Centricity is “The Beginners Guide to Brand Portfolio Management.” We live in an over-abundant world of consumer choice, but more is rarely better. consumer #brand #Marketing Click To Tweet.

Brands 320

Brands Retail Consumers Innovation 320

InMoment XI

DECEMBER 6, 2022

Steve Grossrieder, CEO of JAX Tyres & Auto, and Jess Gill, Chief Customer Officer for Craveable Brands, know exactly what it takes to keep franchisees inspired, and make sure experience programs stick across the organization. . Expert #2: : Jess Gill, Chief Customer Officer at Craveable Brands (Oporto, Chicken Treat, Red Rooster).

Chief Customer Officer 368

Chief Customer Officer Brands NPS Customer Centricity 368

InMoment XI

OCTOBER 24, 2024

Did you know that brands that invested in customer engagement saw an average revenue increase of 68%, with top-performing brands realizing a 123% increase in revenue? With acquisition costs at an all-time high, it has never been more important to engage your customers in a way that makes them lifelong fans of your brand.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

eglobalis

AUGUST 13, 2024

Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. However, Samsung’s influence extends far beyond consumer electronics.

e-support 509

e-support Innovation Customer Centricity Loyalty 509

InMoment XI

NOVEMBER 30, 2023

That’s why maintaining a positive brand reputation is crucial for business success. Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. What is Brand Reputation Management? Employee Training: Train employees to be brand ambassadors.

Brands 284

Brands Management Multi-Channel Social Media 284

C3Centricity

JANUARY 25, 2025

Source ) This is confirmed by McKinsey’s 2023 State of AI report , 50% of organizations are using AI in at least one business function, but only 27% report seeing tangible cost savings! Failure #1: The Single-Tool Trap Most CPG brands fall into what McKinsey terms “point-solution paralysis.” The result?

Marketing 156

Marketing Strategy How To Analytics 156

InMoment XI

DECEMBER 5, 2024

This is true for financial institutions in general, with almost 90% of consumers using online reviews to make banking decisions. In fact, 49% of consumers trust online reviews as much as personal recommendations. This report examines in great detail the reviews and ratings data of today’s top financial service brands.

Management 195

Management Social Media Financial Banking 195

InMoment XI

NOVEMBER 14, 2024

With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. Some of this activity could be relevant to your brand and industry. From brand mentions to product discussions, you gain insight into customer sentiment to help make informed decisions.

Tools 195

Tools Social Media Customer Experience Analysis 195

IntouchInsight

AUGUST 16, 2023

Technology is continuously evolving the way in which consumers interact with brands. And it’s imperative for businesses to keep up with these trends in order to consistently exceed customer expectations.

Consumers 296

Consumers Data Trends Customer Expectations 296

InMoment XI

JANUARY 22, 2025

Were talking the good, the bad, and the ugly hereto keep a brands reputation intact, every review must be evaluated, understood, and (if possible) responded to. Without making an effort to streamline review management across multiple locations, brands risk significant reputational harm, which can hamper or even stall growth.

Management 195

Management Multi-Channel Effort Score Social Media 195

eglobalis

OCTOBER 14, 2024

For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. Qualtrics XM Institute [link] Qualtrics provides certifications focused on experience management across various domains, including customer, employee, and brand experience.

Customer Experience 450

Customer Experience Customer Journeys Case Study Innovation 450

InMoment XI

OCTOBER 25, 2024

It allows you to see your overall brand health and current reputation standing. ReviewTrackers ) Reviews and ratings, with a share of 42%, are the most popular way customers interact with brands. As a result, customers are more likely to stay loyal to your brand and even advocate for it. It improves a restaurant’s brand image.

Feedback 195

Feedback Management Social Media ROI 195

C3Centricity

FEBRUARY 8, 2025

McKinsey reports that companies using customer insights for decision-making are 60% more likely to achieve above-market growth rates! The true value of insights comes when they bridge the gap between raw data and real-world application, allowing businesses to anticipate consumer needs, optimize operations, and refine strategies.

Innovation 156

Innovation Leadership Customer Insights Report 156

Optimove

JANUARY 2, 2025

How can you ensure your brand stands out in this competitive landscape? Part 2 of the 2025 Optimove Consumer Marketing Fatigue Report dives into strategies to strengthen retention, reduce churn, and foster deeper connections. The post Optimove Insights: 2025 Consumer Marketing Fatigue Part 2 appeared first on Optimove.

Consumers 76

Consumers Marketing Loyalty Programs Customer Retention 76

InMoment XI

JANUARY 18, 2022

This is where InMoment’s newest report comes in. The “2022 Experience Trends Report: Four Trends That Are Changing Customer & Employee Experiences This Year” just dropped, and we wanted to give you a sneak peek! But before we dive into the data, we wanted to tell you more about how the report was created. A Word About COVID.

Trends 370

Trends Measurement Customer Experience Entertainment 370

Comm100

FEBRUARY 17, 2022

New data outlined in a report by Acquia shows a massive disconnect between organizations and consumers. Only 10% of customers say that most brands are meeting their expectations for a “good experience”. Read on to find out what customer service expectations many brands are failing to meet, and what they can do to change this.

Meeting 242

Meeting Brands Customer Service Omni-Channel 242

IntouchInsight

NOVEMBER 6, 2023

Coffee remains a hot commodity for consumers. Drive Research reported that 74% of Americans drink coffee every day*. In a recent consumer survey conducted by Intouch Insight, 71% of coffee drinkers reported they seek out their favorite coffee brand rather than purchase the most convenient cup.

Report 317

Report Consumers Survey Customers 317

InMoment XI

DECEMBER 9, 2024

Successful AI integration combines AI with Human Intelligence (HI) to ensure ethical, relevant, and brand-aligned interactions. Brands must foster inclusion through thoughtful CX strategies. Key takeaway: Brands that support well-being , inclusion, and individuality will forge stronger connections and resilience in their CX strategies.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance. Consumer Trends Report. ( [link] ). References HubSpot.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

MARCH 16, 2022

Earlier this year, we released a customer experience (CX) (and employee experience) trends report for both the North America and Asia-Pacific (APAC) regions. Let’s scale up and dive into these CX Trends: CX Trend #1: Consumer Comfort Level with COVID Safety Precautions. This was found in nine different industries.

Trends 370

Trends Social Media Comparison Loyalty 370

ECXO

MAY 15, 2023

Futurum’s Experience 2030 report hammers home the importance of this data when it comes to customer experience. The report notes that 82% of brands believe that winning at customer experience is directly linked to the ability to capture and analyze real-time data. Focusing on first-party data (i.e.,

Tips 400

Tips Net Promoter Score Advertising Customer Journeys 400

Optimove

NOVEMBER 13, 2024

See the difference control groups make in this guide Download Now Why it Matters: Optimove Insights’ latest Report provides a comprehensive analysis of consumer shopping behavior from the 2023 holiday season.

Report 69

Report Multi-Channel Analysis Brands 69

InMoment XI

FEBRUARY 2, 2024

Social media facilitates real-time interaction, serves as a valuable source of customer feedback and insights, shapes your brand reputation and visibility, and can even function as a platform for market research. It helps the world’s top brands and enterprise organizations manage their social media efforts in one place.

Social Media 221

Social Media Brands Management Analytics 221

InMoment XI

JULY 26, 2024

Brand reputation has become increasingly important in the digital age, one bad review or negative comment can spread like wildfire, potentially tarnishing your brand’s image. These services are essential for maintaining a positive perception of your business in the eyes of consumers.

Brands 195

Brands Management Social Media Competitive Advantage 195

GetFeedback

DECEMBER 21, 2018

In fact, according to Econsultancy’s Digital Trends 2018 report, 45% of companies cite content and experience management as their number one priority. consumers say that their go-to channel for simple inquiries is a digital self-serve tool such as a website, mobile app, voice response system or online chat. American Express ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

MARCH 1, 2023

The new FCA Consumer Duty is intended to improve customer outcomes and promote better customer experiences in the financial industry in the United Kingdom (UK) by setting higher and clearer standards of consumer protection. What Is Consumer Duty? What Are the Details of the New FCA Consumer Duty?

Financial 195

Financial Consumers Customer Centricity Meeting 195

BlueOcean

APRIL 1, 2025

According to recent studies , 60% of customer service leaders report feeling pressure to adopt AI in their function. Brand Voice Consistency Beyond giving correct answers, your AI must speak in your brand’s authentic voice. Are you trying to figure out how to integrate AI into your customer support model?

Self Service 156

Self Service Effort Score Analysis Chatbots 156

InMoment XI

NOVEMBER 26, 2024

However, to combat this, you need to understand the end-to-end customer experience and be prepared for every path a consumer might take to become a customer or that a current customer might take when using your products or services. This often stems from poor internal communication, outdated technology, or inefficient processes.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

OCTOBER 23, 2024

Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand. It enables you to boost your brand reputation. 62% of consumers agree that personalized recommendations are better than general ones.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

OCTOBER 29, 2024

In fact, 64% of loyal customers are more likely to purchase frequently, and 31% are willing to spend more to stay with their brand of choice. Price-loyal customers love your brand because of your pricing. If you’re easy to find, contact, and buy from, they’ll become long-term consumers. What Is Customer Loyalty?

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). In this article, we’ll explore how Virtual Fitting Rooms benefit customers and brands, from boosting customer confidence and reducing returns to increasing sales and loyalty. Let’s dive in! What’s driving this growth?

Ecommerce 144

Ecommerce Retail Social Media Technology 144

BlueOcean

JULY 9, 2024

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Big brands—ones with significant human and financial resources—remain ahead of the game.

Loyalty 177

Loyalty Brands Ecommerce Average Handle Time 177