ShepHyken

JULY 13, 2021

Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. What brands think their customers want has changed. This has created an area of friction between the brand and the customer. Only brands that handled digital transformation well can pivot effectively in times of crisis.”

2009 70

2009 Consulting Brands Customer Expectations 70

CSM Magazine

MARCH 20, 2023

Marketing students need to comprehend all aspects of the discipline. Marketing books can answer these demands with hard facts. Students should check out several books if they want to ace marketing assignments. How Brands Become Icons – Douglas B. The author attributes their success to “cultural branding.”

Books 52

Books Marketing Social Media Advertising 52

CX University

SEPTEMBER 18, 2018

In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1. Conclusions: Create meaningful work with the employment brand. 1, (Spring 2009): 54-58. Quicken Loans. Mayo Clinic.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

ShepHyken

OCTOBER 5, 2018

However, this has also opened huge opportunities for brands to innovate and differentiate themselves. To stand out, these brands need to rely on service. With top-shelf service, support, and experience, young and modern DTC brands can come out on top. Succeed With Experience.

Consumers 89

Consumers Blog Brands Retail 89

C3Centricity

JULY 2, 2016

Your brand is not what you think it is! It is what your customers think it is; its brand image, personality and its value to them. I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding. Why we Buy Brands. Branding Elements.

Brands 64

Brands Marketing Advertising Measurement 64

Retently

JULY 28, 2023

Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth. The CXO’s influence reaches across call centers, marketing, sales, billing, customer support, and other areas where a customer-centric approach is necessary.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

C Space

MAY 4, 2020

The Brand Move Roundup – May 4, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus.

2020 52

2020 Brands Airlines E Commerce 52

Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback.

Net Promoter Score 124

Net Promoter Score NPS Insurance Airlines 124

Storyminers

APRIL 6, 2020

Even though companies are usually taking a step back in times of crisis (for example, during the global economic recession of 2007-2009), this case is totally different. The media might be more inclined to show what a large corporation has done, but even if you are a start-up, with no marketing strategy or whatsoever, you can still help.

Brands 59

Brands 2007 2009 Social Media 59

Brandwatch CX

JANUARY 3, 2019

Whether you’re looking for some stimulating reading with your morning coffee, a self-confessed data geek, or a marketer who wants to understand how Twitter can help your brand, we’ve got the Twitter stats for you. On 15 January 2009, a US Airways flight crashed on NYC’s Hudson River. Twitter marketing statistics.

2006 111

2006 2007 2017 2015 111

C Space

JUNE 1, 2020

The Brand Move Roundup – June 1, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. Others, though, are scaling back their usual spend.

2020 52

2020 Brands 2008 2021 52

Lumoa

AUGUST 5, 2022

Experts believe that the modern retail industry will follow a similar pattern as it did during the 2009 recession. These trends are expected to continue (for example, the need for digital self-serving and customer support channels) and retailers that adapt to these new preferences will be positioned to lead the market.

Retail 78

Retail Feedback Consumers Marketing 78

Lithium

SEPTEMBER 26, 2019

People are no longer wowed by the “newness” of social media or content with brands simply being present on their favorite platforms. In fact, a Marketing Land article found that people are growing more skeptical of businesses on social media. Let your audience know you appreciate their feedback and that they matter to your brand.

Social Media 40

Social Media 2019 Brands 2009 40

Lithium

SEPTEMBER 26, 2019

People are no longer wowed by the “newness” of social media or content with brands simply being present on their favorite platforms. In fact, a Marketing Land article found that people are growing more skeptical of businesses on social media. Let your audience know you appreciate their feedback and that they matter to your brand.

Social Media 40

Social Media 2019 Brands 2009 40

Lithium

SEPTEMBER 26, 2019

People are no longer wowed by the “newness” of social media or content with brands simply being present on their favorite platforms. In fact, a Marketing Land article found that people are growing more skeptical of businesses on social media. Let your audience know you appreciate their feedback and that they matter to your brand.

Social Media 40

Social Media 2019 Brands 2009 40

ShepHyken

FEBRUARY 8, 2021

Retail Customer Experience) Tara Bartley, senior manager, industry marketing, and Ashitha Bhanu, industry marketing, Akamai, share Akamai data relating to the most recent holiday shopping season and the top trends in play. My Comment: 2020 is behind us, but the lessons we learned, as a result, should not be forgotten.

2021 103

2021 Article Customer Service 2009 103

Alida

APRIL 5, 2017

Enter: The kings of customer-centric service, interaction and engagement—retail brands. By following examples set by successful retail brands, health care providers can devise new ways to better engage current patient populations and expand their reach to new demographics. Realize that people do have other choices.

Retail 154

Retail Customer Base Rewards Programs Insurance 154

CX University

APRIL 2, 2024

Pink (2009) states that when employees have a purpose in their work, are provided with opportunities to develop mastery in what they do, and have autonomy, they will be engaged. Environment: Characterized by trust and supportive relationships. Work: Work is meaningful and provides recognition and growth. A Challenge to CX Strategies?

2009 52

2009 White Paper Financial 2024 52

BirdEye

OCTOBER 12, 2022

Since its launch in 2009, Foursquare has become a go-to app for users looking to connect with friends and explore new places. Having a Foursquare business listing is a great way to attract new customers and promote your brand. There’s no reason you shouldn’t take advantage of this valuable marketing tool.

2009 98

2009 Social Media Information Connections 98

BirdEye

MAY 4, 2023

It is, at its core, a home improvement website, online community, and marketing tool. The company itself is based out of Palo Alto, California, and was founded by Adi Tatarko and Alon Cohen back in 2009. For anyone with a business in the home improvement industry, Houzz is a platform with which you’ll want to be familiar.

Social Media 96

Social Media 2009 Magazine Feedback 96

C Space

JANUARY 18, 2021

How did 2020 change the rules of engagement between customers and brands? Over the next 12 weeks, we’ll be sharing what we’ve discovered about the state of the customer, now – and the implications for brands. Here are the five brands to watch to watch in 2021. The new rules of engagement (according to customers).

Engagement 116

Engagement 2020 2021 Financial 116

Customer Guru

FEBRUARY 23, 2018

Mr. Kuvor is the Group Head of Customer Experience and Marketing at Zoona Transactions International, a financial services organization based in Africa. Having said that, one would also find a lot of entrepreneurs across the market, who are willing to take risks to provide people with support. What are you doing on the field?

Marketing 112

Marketing Customer Experience Financial Banking 112

Qualtrics

JUNE 6, 2019

The best brands don’t just sell a product or service, they connect with their audience and create experiences that keep customers coming back for more. Brand experience (BX) is what drives target customers’ perceptions, emotions, and preferences, which influence their purchase and usage behavior.

Brands 33

Brands Leadership Books 2018 33

BirdEye

OCTOBER 6, 2023

Your brand reputation management should be your #1 marketing priority. This constant threat to your brand’s name is known as reputational risk. Even small mistakes can damage brand perceptions. Know the following pitfalls that can negatively impact how others perceive you and your brand: 1. It’s a need.

Social Media 59

Social Media Airlines 2009 Sales 59

CSM Magazine

NOVEMBER 21, 2019

Brands put billions in marketing to build their reputation. Way back in 2009, United Airlines baggage handlers broke Dave Caroll’s $3500 guitar during a flight from Halifax to Omaha. The above story is a CEO’s worst nightmare: one single dissatisfied client severely affecting the image of a brand.

Social Media 78

Social Media Airlines 2009 Customer Retention 78

SurveySparrow

DECEMBER 11, 2020

If you’re stuck with your business and not sure how to market your service, then we got your back. You see, when you invest in advertising and show up in front of your customers during a crisis, they’ll remember your brand. On the other hand, Pizza Hut and Taco Bell used this opportunity to market their product.

Advertising 52

Advertising Social Media 2009 Brands 52

Win the Customer

NOVEMBER 14, 2016

However, most businesses focus on using social media only for marketing – and that shouldn’t be the case. So, how about putting marketing aside for a minute and being a little… social? Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

CSM Magazine

OCTOBER 5, 2022

They fail to realize the strategic opportunity on how to use superior service as a vehicle to build market share and market dominance. When Scott left in January 2009 the stock value was less than when he started as CEO. He built his company to become the most trusted and well-liked brand. No one can challenge them.

Culture 52

Culture Customer Service 2009 2003 52

ThriveableBiz

JANUARY 18, 2023

In this article Eriks Celmins summarises insights to help find opportunities to engage with customers in a recession, based on research and current marketing thinking. Be inspired by famous brands that started in recession , such as Disney, Airbnb, Netflix, Revlon, General Electric, and Microsoft. Jozc on How to Market in a Downturn.

2009 98

2009 Insights Books Social Media 98

Ecrion

JULY 31, 2018

This agreement builds on a relationship that dates back 10 years to expand TriPartum’s managed services practice, as well as introduce new sales and marketing workstreams in an effort to jointly acquire new customers. “We We are excited to deepen our collaboration with Ecrion,” said James Shand, Managing Director at TriPartum.

2009 40

2009 2018 Communication Sales 40

Beyond Philosophy

SEPTEMBER 13, 2016

Now, if experiences didn’t at least match the brand and promises made through these communication programs, stakeholders express their feelings and opinions to the world with a single mouse click; and companies had to pay attention or suffer the lasting consequences of negative word-of-mouth.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

transcosmos Information Systems

JULY 6, 2017

Customer service defines a brand, as it can make or break your business. If you want to establish your brand as trustworthy and reliable, it’s important to provide exemplary customer support services. Brands that are effectively using social media as a customer service tool gain a competitive advantage. According to a J.D.

Social Media 78

Social Media Customer Service 2009 2008 78

ClearAction

FEBRUARY 7, 2016

Customer-Focused Marketing. Customer Experience Management Improves Brand Value article. Internal Branding is Central to Customer Experience Management article. Customer Experience Management is a Lucrative Opportunity for Marketers article. Marketing Wins Strategic Clout by Driving Customer Experience BKM: Aon.

Article 48

Article Customer Experience 2009 White Paper 48

ShepHyken

MARCH 8, 2017

I thought to myself that it would be cool for my brand to own this domain. Well, it was expensive, at least by my standards… unless I wanted to have an asset that would brand me to customer service forever. That made me start thinking of the brands that would love to have their name synonymous with CustomerService.com.

Customer Service 119

Customer Service 2009 Banking Customer Service Training 119

Service Untitled

SEPTEMBER 29, 2011

I think of Zappos and their success, and I think of Dunkin’ Donuts whose popularity has surpassed Starbucks in many markets. I can’t deny I wasn’t impressed with the beautiful car, and as dinner progressed the conversation about brand loyalty moved ahead. So what makes customer loyalty? There was more.

Loyalty 50

Loyalty Brands 2009 Automotive 50

NetBase

JANUARY 7, 2020

Here’s how it looks and why every brand, including celebrity-backed concerns, will want to capture every bit of insight it offers. Social listening helps amplify any product’s messaging, but with celebrity items, brands are often able to create a purchase frenzy. Marketing celebrity products may seem easier – and it is, in a sense.

2009 73

2009 2011 Consumers Sports 73

ReviewTrackers

AUGUST 12, 2020

For many companies, word-of-mouth marketing is all about using natural conversations to show off new products or services. Data from Hubspot shows that consumers talk about brands 90 times a week and 90 percent of customers will also trust brand recommendations from friends. Word-of-Mouth Marketing for Food and Drinks.

Marketing 123

Marketing Apparel Social Media 2007 123