Remove Brand Values Remove Feedback Remove Leadership Remove Measurement
article thumbnail

Your Guide to Mastering Brand Reputation Management

InMoment XI

These tools are essential for understanding how your customers are talking about your brand. Respond to customer feedback, both positive and negative, to show transparency and dedication to customer satisfaction. Doing this will help you foster a community around your brand, where customers feel heard, valued, and connected.

Brands 378
article thumbnail

Are Your In-Store Employees Delivering Your Desired Brand Value?

Second to None

Brands in the retail space have an enhanced need to monitor the way their employees are interacting with customers because it can have a direct impact on a customer’s willingness to return and recommend your brand to their own personal network.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

An Article On Customer Experience That Actually Makes Sense

GetFeedback

What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs. Purposeful leadership: Leaders within a company need to be aligned on the importance of CX and must agree on the proposed strategy.

Article 337
article thumbnail

Transformational Leadership – the key to unlocking the competencies of Customer Experience Professionals

ijgolding

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership.

article thumbnail

What Is Brand Equity and How to Measure It?

Second to None

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. distrust social media.

article thumbnail

Report: Lessons in CX Excellence, 2015

Experience Matters

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

2015 108
article thumbnail

4 ways to transform your CX maturity levels

Eptica

The scale measures how companies approach customer experience , the level of senior management involvement in decision making, how they interact with and listen to customers, and use their feedback to drive change. Purposeful Leadership: Operate consistently with a clear set of values. Share this page on: Tweet.