Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

CX Journey

NOVEMBER 25, 2014

Image courtesy of derekGavey Another year almost gone, and it''s time to start sharing trends and predictions for 2015! Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. Non-Fiction Storytelling : The stories brands tell must reflect real brand values and category realities and meet consumers''?

2015 68

2015 Brands 2014 Retail 68

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” In this environment, we expect to see: Culture Change Intensifying. Peter Drucker once said, “ Culture eats strategy for lunch.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

SuiteCX

FEBRUARY 7, 2017

Step 2 – Deliver on the brand promise. It’s probably been a while since you thought about your brand promise. What are you doing that is building your brand value and what are you doing that is detracting from it? How consistent is the brand experience across channels? What can be done to make it more consistent?

2017 45

2017 Customer Journey 2015 Brands 45

SuiteCX

FEBRUARY 7, 2017

Step 2 – Deliver on the brand promise. It’s probably been a while since you thought about your brand promise. What are you doing that is building your brand value and what are you doing that is detracting from it? How consistent is the brand experience across channels? What can be done to make it more consistent?

2017 40

2017 Customer Journey 2015 Brands 40

BirdEye

OCTOBER 5, 2023

Example of brand perception research done right: A fashion retailer conducts annual brand perception research, tracking brand awareness, customer loyalty, and purchase intent. Brand perception measurement It uses the key performance indicators (KPIs) related to brand perception.

Measurement 62

Measurement Brands Social Media Net Promoter Score 62

ProProfs Chat

APRIL 16, 2020

What this inadvertently impacts is customer loyalty towards your brand. To bring this pervasive problem closer to home, the Hispanic population in the United States grew by 50% between 2010 and 2015 as per the U.S 3: Boosts Customer Loyalty. Your customers are your best brand advocates. Census records.

Loyalty 96

Loyalty Customer Service E-support E Commerce 96