InMoment XI

SEPTEMBER 20, 2023

By Simon Fraser, InMoment + Kirstin Simons, NPSx by Bain & Company NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries.

Net Promoter Score 260

Net Promoter Score Retail NPS Government 260

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 148

Customer Experience Entertainment Loyalty Customer Centricity 148

Experience Investigators by 360Connext

MAY 19, 2020

Here are five ways to create a cohesive employee experience by connecting learning to your employee’s journey overall. How does it connect to the overall mission and purpose of your organization? How does this learning opportunity connect to the customer experience? Understand those key, critical touchpoints. Click To Tweet.

Connections 143

Connections Seminar Employee Experience Touchpoint 143

BirdEye

JULY 30, 2023

The Google Business Profile presents a great opportunity for local businesses to connect with prospective customers effectively. With the launch of the “Reserve with Google” feature for service businesses, the task of securing appointments or bookings has been simplified. How can consumers book using ‘Reserve with Google’?

Books 52

Books Competitive Advantage Automotive Social Media 52

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. Top 10 Takeaways from the Calabrio Customer Connect. Choosing only ten takeaways from this year’s Calabrio Customer Connect was challenging, but we have narrowed it down to these key moments: 1.

Connections 59

Connections Contact Center 2030 Events 59

ProProfs Chat

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. Develop personal brand.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Natalie Petouhof

AUGUST 15, 2022

I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. Before connecting those dots, it’s important to note the strong foundation provided in Chapters 1 and 2.

Books 52

Books Customer Centricity Advertising Culture 52

ClientSuccess

JUNE 15, 2022

Just as there are always new ideas around succeeding in sales or marketing, it’s crucial to stay up to date on some of the innovative ways to connect and engage with SaaS customers. 4 customer success books you need to read now! Here are four customer success books you need to put on your to-read list ASAP: 1.

Books 52

Books Customer Success Leadership Innovation 52

Qualtrics

FEBRUARY 20, 2019

Over the last 50 years, branding has evolved from the ability to differentiate products, to giving companies personalities, to making emotional connections with consumers. Today, companies spend copious amounts of time and thousands of dollars crafting the perfect brand message for the world. Purchase on Amazon here.

Books 46

Books Brands Marketing Competitive Advantage 46

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business.

Connections 80

Connections 2008 Loyalty Events 80

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . And this was as a brand new officer.

Culture 98

Culture Connections Leadership Communication 98

Brandwatch CX

FEBRUARY 23, 2024

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. Noble Caledonia needed to understand the online behavioural traits of people finding, researching and booking small-ship cruise holidays.

B2B 59

B2B Brands Social Media Wireless 59

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 266

Brands 2013 2014 Retail 266

ShepHyken

MARCH 12, 2024

So, here are six ways to create an experience personality that will transform your company or brand from merely providing products and services to doing so with personality: Your Company’s Personality: I don’t care what you sell. It could be military equipment or comic books. Connect with Shep on LinkedIn.

Workshop 150

Workshop Advertising Customer Service Training Books 150

ShepHyken

APRIL 30, 2024

All of my books are easy to read. For example, 94% of the more than 1,000 consumers we surveyed said convenience is important, 87% of customers will recommend a convenient company or brand, and 70% will pay more for convenience. Siegel+Gale is a consulting firm that specializes in making brands simple.

2009 90

2009 Entertainment Sports Workshop 90

Stella Connect

SEPTEMBER 20, 2021

In this book, she outlines the importance of customer understanding to developing a customer-centric culture. on the part of the employee about the brand and (2) what the organization does (mission, vision, purpose, values, brand promise, etc.) Other benefits include: Proud of the work and the brand. Sense of ownership.

Connections 64

Connections Engagement Contact Center Culture 64

Brandwatch CX

FEBRUARY 23, 2024

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. Noble Caledonia needed to understand the online behavioural traits of people finding, researching and booking small-ship cruise holidays.

B2B 52

B2B Brands Social Media Wireless 52

NetBase

MAY 13, 2020

Just as cell phones have doubled and adapted as business and personal tools, so have brands during the pandemic edition of working from home. Brands are people too, after all. Brands Are People Too. Now is the time to take notes on B2C marketing tactics, as brand consumers everywhere want a more personal experience.

B2C 98

B2C B2B Brands Advertising 98

GetFeedback

SEPTEMBER 18, 2019

Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . The article states that customer delight (in other words, exceeding expectations) won’t bring customers back to your brand. Finding no.

Loyalty 257

Loyalty Touchpoint Books Metrics 257

SurveySparrow

JULY 4, 2021

Are they simply for getting your work done, or do you feel emotionally attached to the brand? Why do you use the same brand again and again when you have a lot of other options? And, what if we tell you to switch to a different brand? . And this happens because of emotional branding. . What Is Emotional Branding? .

Brands 52

Brands Social Media Advertising Connections 52

Strativity

JANUARY 6, 2023

In times of economic turmoil, brands tend to think of cost-saving measures such as limiting new products or cutting overheads as the ultimate solution to budgetary woes. In the travel space, for example, you can book a flight on American Airlines and earn points for Hyatt hotels. The same holds true for your brand.

Brands 52

Brands Apparel Airlines Hotels 52

Kustomer

MARCH 14, 2019

I’m thrilled to use my first-ever Kustomer blog post to announce the launch of Kustomer Book Club. If your first reaction is to think you’re too busy for a book club, I get it. Working a long day and then reading a business or industry book can feel like just more work. This is also a book blurbed by both J.J.

Books 49

Books Culture Blog Leadership 49

Customer Bliss

FEBRUARY 19, 2019

Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Make memory creation the currency of your brand. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. First, they saw one red boot.

Brands 208

Brands Hospitality Chief Customer Officer Return on Investment 208

BirdEye

JULY 10, 2023

Customers and brand ambassadors aren’t the only prospects out there who can support your business. From Instagram influencers to big-name industry leaders, partnering with like-minded brands can help you unlock valuable new opportunities. Table of contents Why do brand collaborations work?

Brands 52

Brands Fashion Social Media Retail 52

TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. An experienced strategist with excellent knowledge of business management, strategy, brand, and marketing.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Oracle

APRIL 22, 2020

In a recent survey by Edelman , customers in a dozen countries stated how they view and what they expect from their favorite brands during this time of social distancing, sheltering-in-place, and business shutdowns. 63% believe that their country will not make it through the COVID-19 crisis without brands playing a critical role.

Connections 91

Connections Government Hospitality Healthcare 91

ShepHyken

AUGUST 14, 2023

When employees feel connected to the brand and enjoy the experience they deliver, it translates into a better connection with customers. Training is crucial in aligning employees with the brand’s unique experience. Brands should aim to bridge the gap between their brand image and customer experience.

Customer Experience 62

Customer Experience Marketing Brands Culture 62

Beyond Philosophy

JULY 9, 2015

The demand for corporate social responsibility continues to sweep the brand marketplace. According to new research from Nielsen, corporate social responsibility is important as a benefit to positive branding efforts. We also know for your brand reputation positive press is key. Competition in the marketplace is fierce.

Brands 109

Brands Net Promoter Score 2011 2014 109

ijgolding

JUNE 16, 2015

Re-branding a Marketing professional, or a Customer Service professional a CCO does not mean they have the competencies required to fulfill the role. If you want to reach out to her, I am sure she would also be delighted to connect with you. Fortunately help is at hand – and has been since 2006. Happy reading! Jeanne Bliss.

Chief Customer Officer 86

Chief Customer Officer Books 2006 Leadership 86

ShepHyken

SEPTEMBER 10, 2023

They quickly switch from one brand to another if these needs aren’t met. For some small brands, a viral moment can be game-changing for putting their brand on the map, and for larger retailers, it can draw attention to a new product line to significantly boost sales. How to Make Loyalty a New Business Line for your Brand?

Article 80

Article 2023 2028 Customer Service 80

Ecrion

FEBRUARY 13, 2020

Customer engagement can also be described as the emotional connection a business has with a customer. When your customers are highly engaged they are more likely to buy more goods and services from your brand. This will increase the connections you hold with your clients. How To Improve Customer Engagement.

Customer Engagement 74

Customer Engagement Connections Engagement Customer Journey Mapping 74

Beyond Philosophy

NOVEMBER 26, 2014

Marketing and Branding are the first contacts you have with your Customers. Your brand is the promise you make to your Customers. Surprisingly, too many organizations don’t deliver on the brand promise they made in their Marketing and Branding efforts, causing a disconnect between the two.

Brands 129

Brands Advertising Customer Centricity Brand Values 129

BirdEye

NOVEMBER 30, 2023

While online bookings are still popular, curated travel experiences are also gaining traction. Your business USP must be the focal point for digital marketing messages, branding development, and advertising efforts. Research shows that 83% of travelers read reviews before finalizing a booking.

Travel 109

Travel Marketing Social Media Hotels 109

ShepHyken

OCTOBER 13, 2020

They discuss his latest book, Zconomy , and talk about what Gen Z wants as customers from their favorite brands. and the most likely to write positive things online and recommend brands to others. This, in turn, can help you faster connect, build trust and drive influence with those customers. It’s a huge opportunity.”.

Books 108

Books Consumers Brands Connections 108

ShepHyken

MARCH 18, 2024

by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. They no longer compare you to direct competition but to the best experience they have from any company or brand. And beyond loyalty is a brand fan. Connect with Shep on LinkedIn.

2024 80

2024 Article Customer Service Government 80