C3Centricity

DECEMBER 31, 2018

A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. Brand Image, Equity, Personality & Archetypes: What Every Marketer Needs to Know. Your brand is not what you think it is! Five Ideas to Improve your Insight Development.

Brands 293

Brands Strategy Customer Journeys Infographics 293

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? These tools are essential for understanding how your customers are talking about your brand.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

APRIL 11, 2022

Thanks to COVID, digital roadmaps across industries have quickly accelerated. If you weren’t yet online, it didn’t take long for brands to adapt when brick and mortar businesses across Asia Pacific were forced to shut down in 2020 and 2021. . It’s not been easy for e-commerce brands. The key is to dive into your customer data.

Tips 370

Tips Data Customer Experience Roadmap 370

AskNicely

JULY 17, 2018

Collecting real-time feedback not only enables you to get a quick temperature-read on your customers, but it gives your team authentic, actionable insights that you can apply to your roadmap for quicker innovation and faster iteration cycles. The Business of Helping Customers Tell Stories. Uncovering Customer Happiness.

Roadmap 150

Roadmap Customer Centricity Net Promoter Score Case Study 150

Storyminers

AUGUST 28, 2017

It’s in the form of a dozen interviews with company leaders whose brands are excelling at the customer experience. It empowers the brand team (and eventually the dealers). Mazda is reigniting its ‘why’ story and using it to help people get closer to the brand. Change is harder in this industry than many others.

Brands 350

Brands Healthcare Roadmap Exercises 350

Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. Therefore, on January 13 we will completely unite under the Calabrio brand. One company, one brand, one website.

Brands 221

Brands Social Media Roadmap Contact Center 221

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. Customers are vouching for brands that empower their agents and treat employees better. The post Strategic roadmap to deliver new-age customer experiences appeared first on Uniphore. Register Now. You can unsubscribe anytime. For more details, review our privacy policy.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

Retently

MARCH 11, 2025

In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

ShepHyken

DECEMBER 4, 2020

One of our questions assessed brand maturity in terms of customer experience strategy. Without a well-defined customer experience strategy and roadmap, you risk investing in the wrong technology and designing the wrong experiences. So, take the time to build your customer experience roadmap and align your budgets with it.

Roadmap 113

Roadmap Customer Experience Airlines How To 113

ECXO

FEBRUARY 3, 2025

Think of it like driving a carproactive sales teams have a roadmap, anticipate turns, and avoid potholes, while reactive teams only hit the brakes when they see danger ahead. Impact: Negative reviews harm a brands reputation, driving away potential leads before they even reach your sales funnel.

Sales 263

Sales Customer Experience e-support Examples 263

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

InMoment XI

APRIL 26, 2022

It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

InMoment XI

JANUARY 27, 2025

The truth is, customers calling your call center dont just have an issue they want you to resolvethey have a relationship with your brand that matters enough to them to raise that issue. For that customer, your brand isnt just another apparel warehouseyoure their fashion consultant, style authority, and default choice for wardrobe-building.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

InMoment XI

NOVEMBER 22, 2024

It enhances brand reputation and lead generation. This feedback supports brand reputation management efforts, attracting high-quality prospects. A high rate indicates strong engagement with your product and loyalty to your brand. Customer satisfaction results in positive reviews and testimonials.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

BlueOcean

SEPTEMBER 17, 2020

Frontline agents are the ones interacting with customers every single day, representing your brand faithfully. The post From RFP to Go-Live: A Roadmap for Implementing Your Outsourced Customer Care Program appeared first on Blue Ocean. (You can request our sample implementation plan here for full details.). You deserve it.

Customer Care 156

Customer Care Roadmap Training Call Recording 156

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. In this blog, we’ll look at the keys to building a customer-centric roadmap. Then, we’ll walk you through three steps to building a customer-centric roadmap. Examine Your Current Roadmap.

Roadmap 104

Roadmap Customer Centricity How To Effort Score 104

InMoment XI

JULY 13, 2022

Simple to understand, this powerful metric can give you a wealth of information that you can use to improve your brand. First, you ask your customers a simple question: “On a scale of 0-10, how likely is it that you would recommend my brand/product/service to a friend or colleague?”. What Is Net Promoter Score? Detractors.

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

Totango

FEBRUARY 12, 2025

Unifying under the Totango company name and brand gave us a framework to support our multi-product platform strategy. Unifying under the Totango company name and brand gave us a framework to support our multi-product platform strategy. Whats brand new? Value is success is revenue.

Brands 62

Brands Customer Success Roadmap Innovation 62

InMoment XI

AUGUST 17, 2023

Happy customers become brand advocates, fueling growth through positive customer feedback. During challenging times, customers appreciate brands that provide assistance and support when needed. To access all the key drivers of NPS and discover who the leading brands are in the UK, download your copy of the report findings here.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

CSM Magazine

OCTOBER 24, 2024

In 2025, a third (33%) of UK retailers polled said they would expand AI use roadmaps to enhance customers’ post-purchase experience in response to the rising issue of ‘where is my order’ (WISMO) enquiries. But this is often costly and resource intensive.” “By

Ecommerce 52

Ecommerce Roadmap Retail Chatbots 52

ECXO

MARCH 6, 2025

For example, top companies define a concise CX aspiration aligned to their brand promise such as being the easiest partner to do business with, or providing a truly consultative, trusted advisor relationship and ensure it ties directly to business objectives. This vision serves as a North Star that guides the entire program.

B2B 339

B2B Customer Journeys How To Effort Score 339

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. 32% of all customers would stop doing business with a brand they loved after one bad experience. ( American Express ). Temkin Group ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Experience Investigators by 360Connext

JUNE 22, 2021

The relationship between a brand and its customers is like any other relationship. Those are important parts of the customer journey, but the overlooked opportunities may lie in the customers who are drifting away from the brand due to neglect. These are customers who are not happy or just “meh” about what your brand does for them.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

Kustomer

AUGUST 12, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Shannon Martin to learn about building a 90 day roadmap to successful customer service. Doing so is sure to uncover problems that need to be solved within the brand that customers are experiencing.

Roadmap 98

Roadmap Tips Travel Groups 98

Retently

NOVEMBER 27, 2024

With the industry growing at lightning speed, brands face a golden opportunity to scale like never before – but it’s not as simple as setting up a website and waiting for sales to roll in. In this article, we’ll walk you through the most effective, data-driven ecommerce growth strategies that are helping brands of all sizes crush their goals.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

InMoment XI

JANUARY 30, 2024

Satisfied customers are more likely to become repeat customers and advocates for the brand. Brand Differentiation: Providing an exceptional customer experience through CXM software can set a business apart from competitors. Can We Review the 24-month Product Roadmap? However, not even CX professionals can see the future.

Customer Experience Management 221

Customer Experience Management Software Customer Experience Management 221

CX Accelerator

JUNE 8, 2020

Present your product roadmap and get valuable customer input. How many times have you commented on a social media post from a brand only to never receive a response? They can help you pay attention to any mention of your brand, even if it doesn’t directly mention your social media handles. Learn about your competitors.

Survey 345

Survey Social Media Contact Center Call Recording 345

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Brand experience is a very close concept to customer experience, except the latter, refers to how customers reflect on your company.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

GetFeedback

SEPTEMBER 19, 2018

When you get answers, you can shape your sales training and product roadmap and better fulfill customer expectations. Product feedback helps guide your roadmap and inform each release. Whenever a deal is lost, send the prospect a survey to understand why. Was it due to pricing or missing functionality? Product Feedback.

Survey 199

Survey Net Promoter Score Data Effort Score 199

eglobalis

OCTOBER 9, 2024

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. However, not all feature requests are feasible, beneficial, or aligned with your company’s long-term strategy. I’d also love to hear your experiences on this subject.

Feedback 511

Feedback ROI Innovation B2B 511

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever. It’s a fact that delivering a great customer experience makes brands’ bottom lines brighter, too. As a result, the brand promises one thing but delivers another.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Experience Investigators by 360Connext

DECEMBER 1, 2020

Product roadmaps. Our product roadmaps are based on what our customers want and they’ll get it…in six to eighteen months maybe. Product roadmaps are often based on what priorities have been identified as most important to customers. Customer feedback dashboards. And they thought – hey, we know our customers!

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

InMoment XI

MAY 3, 2024

Whether it’s identifying opportunities for improvement, sharing compelling stories backed by data, or aligning with departmental roadmaps, Foot Locker’s CX programme is a testament to their customer-centric, integrated customer experience approach.

Retail 195

Retail Return on Investment ROI Analysis 195

Storyminers

JUNE 19, 2020

He helps small- and mid-cap service brand leaders to increase their ability to create value, engage their employees, and deliver better returns. Mike specializes in working with firms facing to create practical roadmaps, offering workshops, projects, on-going support, experience design, and strategic storytelling.

Customer Service 162

Customer Service Roadmap Consulting Customers 162

CloudCherry

JULY 10, 2019

You will also have access to what other customers are saying about the product, and from these reviews, you can gauge how well-received/trustworthy the brand is. Brands should offer detailed user guides and feature descriptions, along with a set of frequently asked questions to their users. Customer feedback.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

Thematic

MARCH 30, 2025

In today’s competitive landscape, ignoring this step can be costly—nearly 49% of consumers have left a brand they were loyal to in the past year due to poor customer experiences​ Put simply: customers want to be heard and they want proof that their feedback matters. Failing to follow up breaks trust. What would help them?

Feedback 62

Feedback Roadmap Effort Score NPS 62