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. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. Brand (R)evaluations.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. Author: Derek Lewis In previous decades an organization’s brand was something it controlled, with how it was perceived in the market driven by expensive advertising and marketing campaigns.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

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.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Second to None

MAY 15, 2018

To put it in a nutshell, brand equity can be defined as a value of a brand in terms of how customers perceive that particular brand and feel about it based on their experiences with it. However, saying that brand equity and brand value are synonyms would be a simplification.

Measurement 59

Measurement Brands Social Media Voice of Customer 59

SuiteCX

FEBRUARY 7, 2017

“The root causes of poor customer experience always stem from the inside, often from cross-functional disconnects. Harvard Business Review-The Truth about customer experience – Rawson, Duncan and Jones. Step 2 – Deliver on the brand promise. How consistent is the brand experience across channels? .

2017 45

2017 Customer Journey 2015 Brands 45

Smith+co CX

JANUARY 21, 2016

APPLE - Another very strong and steady year for Apple in terms of both innovation and brand value; which reported a 43 percent rise on the Interbrand rankings. O2 - From its Priority Moments loyalty scheme to the continued effort in building Europe’s biggest mobile network recycling programme, it was another good year for O2.

2016 28

2016 Social Media 2015 Advertising 28