BirdEye

MARCH 27, 2025

When a crisis hits, how a brand responds can make or break its reputation, influencing customer trust, market value, and long-term success. Every brand must be prepared to navigate unexpected challenges, from global giants to emerging startups, with a well-planned approach. This is where brand crisis management comes into play.

Brands 52

Brands Management Airlines Poor Customer Service 52

Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. Get real about your experience and brand. Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. So many answers!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Customers That Stick

JANUARY 5, 2015

Happy New Year, and welcome to the first Customers That Stick TM blog post of 2015! Next, we will be releasing a brand new collection of CS and CX resources on February 2. You will find even more helpful resources posted as 2015 progresses. We hope you enjoy everything we have in store for you on the blog in 2015!

2015 111

2015 Blog 2014 Customer Centricity 111

Experience Investigators by 360Connext

JANUARY 23, 2015

30, January 2015. There are a few things you need to know about social customer care before you jump in, and many brands are blowing it! In January, we’ll be examining some basic ideas around social customer care , and what you can do to improve yours. Social Customer Care: Best Practices for Major Engagement. It''s FREE!

Customer Care 299

Customer Care Social Media Marketing Webinar 299

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. This report has rich insights about both B2B and B2C customer experience.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Experience Investigators by 360Connext

MARCH 18, 2015

There are corporate sponsors like Miller Lite and McDonald’s taking over from independent brands with unique offerings. A photo posted by Jeannie Walters (@jeanniewalters) on Mar 14, 2015 at 1:04pm PDT. . A photo posted by Stan Phelps (@9inchmarketing) on Mar 17, 2015 at 7:22pm PDT. It is not dead. People are amazing.

Interaction 275

Interaction 2015 Innovation Fashion 275

Forrester

OCTOBER 6, 2015

But the Q3 2015 data from our Customer Experience Index is making it hard for an optimist like me to find a lot of bright spots. Given that, I expected our latest US CX Index report would reveal that brands are delivering customer experiences that are getting better at strengthening the loyalty of their customers.

2015 102

2015 Customer Experience Loyalty Customers 102

Alida

JULY 21, 2017

Many brands simply have no idea about the evolving needs of their customers, and that’s impeding their ability to build a closer relationship with customers. In fact, according to a study commissioned by IBM , nearly 80 percent of consumers don’t think the average brand understands them as an individual.

Customer Relationships 154

Customer Relationships Brands 2015 Insights 154

Tricia Morris

JULY 7, 2015

As customer service and the overall customer experience become key differentiators for brands and organizations across all industries, it has never been more important to know as much as you can about your customers and their expectations for service and engagement across channels. The newly-released 2015 U.S. The 2015 U.S.

2015 101

2015 Consumers Loyalty Brands 101

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

Experience Investigators by 360Connext

JANUARY 26, 2015

It seems obvious which industries and brands need to pay attention to this. They don’t understand how these industries were born in eras when technology was the competitive differentiator , and these veteran brands are now forced to keep up with disrupters. 30, January 2015. And I get it. It is complicated. It''s FREE!

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

Tricia Morris

JULY 31, 2015

A newly-released 2015 U.S. The infographic below highlights some of the key statistics every customer-centric brand and organization will be interested in. The infographic below highlights some of the key statistics every customer-centric brand and organization will be interested in.

2015 108

2015 Customer Service Customer Centricity Download 108

Experience Investigators by 360Connext

APRIL 6, 2015

Kaisa Ilola (@KaisaIlola) March 25, 2015. Blog Customer Engagement Customer Experience Featured Opinion branding change management guest post linkedin' That choice even makes the longer drive to the Safari Park a part of the customer’s expectation. Great “behind the scenes” visit to San Diego Zoo.

Customer Experience 270

Customer Experience Customer Experience Professionals 2015 Roadmap 270

Alida

AUGUST 16, 2016

To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. Customers demand a seat at the table. Insight communities.

2015 0

2015 Social Media 2012 2019 0

Alida

JULY 11, 2017

Customer experience is middling at best, and that’s troubling for brands. Even in the United States, where brands had the highest average scores, only 18 percent of brands ranked good or excellent. Even in the United States, where brands had the highest average scores, only 18 percent of brands ranked good or excellent.

Customer Experience 183

Customer Experience Omnichannel 2015 Retail 183

Forrester

AUGUST 31, 2015

Forrester' s Business Technographics research shows that CX improvement is a growing priority for companies in China: 70% of tech and business decision makers indicated that improving the experience of their customers was a high, or critical priority in 2015-2016. The good news: No brands ended up in the very poor category.

E Commerce 101

E Commerce Brands 2015 2016 101

Experience Investigators by 360Connext

JUNE 22, 2015

Help your customers see what’s next and feel involved with the brand they love. A video posted by Chicago Botanic Garden (@chicagobotanic) on Apr 15, 2015 at 7:00am PDT. Help users find each other and support your brand. These are the customers who could become advocates and do so much more for the brand.

Social Media 233

Social Media Engagement Magazine Innovation 233

Kustomer

NOVEMBER 30, 2020

When we started Kustomer in 2015, we did so with the vision of reimagining customer service for a new generation of businesses and consumers. They are the factors that build brand loyalty and repeat business, which translates directly into positive impact on the bottom line. . These practices are not just good business.

Customer Service 135

Customer Service Brands 2015 Omnichannel 135

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2013, she published a book on Online Marketing for Small Businesses (Wiley), is a contributing author to a book on Social Business scheduled to be released in 2015 (Pearson), and semi-actively writes a Customer Experience blog at anniesaid.com.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

GetFeedback

MAY 5, 2019

You want to treat yourself by buying the latest model of a super popular brand. And allowing your business to not address customers’ after-sale needs, you’re ruining the future of your brand. To make sure your first-time buyers will remain loyal to your brand, you should think beyond just selling a product.

Sales 277

Sales Loyalty Programs Social Media Loyalty 277

Alida

AUGUST 3, 2016

Julie Murtha (@JulieMurtha) October 22, 2015. Lee Stephen (@LWStephen) October 22, 2015. Pia Chin (@piachin) October 22, 2015. She adds that attending the Summit in 2015, where D E WALT also took home the Visionary Award, has helped her team set loftier goals for its insight community for the next year. Awesomeness. —

2015 167

2015 Workshop Customer Centricity Innovation 167

CloudCherry

SEPTEMBER 1, 2019

And, when asked what brand has truly wowed Matt? His two most recent books are The Effortless Experience: Conquering the New Battleground for Customer Loyalty, (Penguin, September 2013) and The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results (Penguin, September 2015).

2013 244

2013 2011 2012 2010 244

Experience Investigators by 360Connext

APRIL 28, 2015

More striking was the Kimpton brand sign. Many hotel brands are cognizant of the importance of first impressions. If you may recall from Kimpton’s brand lobby sign, “fun” was one of the core values listed. Their lobbies are often well-designed and include special touches. Fun Is a True Differentiator.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

Tricia Morris

OCTOBER 9, 2015

It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. On the other hand, satisfying customer service has scary-good results, increasing customer acquisition, retention, brand loyalty and advocacy.

Customer Service 110

Customer Service 2015 Poor Customer Service Contact Center 110

Alida

AUGUST 26, 2016

Brands use social communities mostly for marketing purposes, broadcasting information, building brand awareness and reaching greater audiences for campaigns and messaging. Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. Does it offer a chance to improve brand recognition?

Social Media 167

Social Media 2015 Innovation 2014 167

iPerceptions

OCTOBER 30, 2015

The competitive arena of customer experience continues to influence how brands develop and evolve. To help brands stay on top of the latest developments, here are the most impactful customer-centric stories from the month of October:

Customer Centricity 122

Customer Centricity 2015 Customers Brands 122

CloudCherry

DECEMBER 20, 2017

Consumers used to be significantly more passive, and certainly had a higher level of trust in brands and the promises they were made. They also had fewer options, both in terms of brands but also resources to obtain information. Additionally, brands had fewer ways in which to connect with customers. resorting to 4 touchpoints.

Customer Journey 225

Customer Journey Touchpoint Social Media Consumers 225

GetFeedback

DECEMBER 27, 2018

According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from. Make sure it’s on brand, easy to read, and appealing to your target audience. Mobile-only internet users surpassed desktop-only in 2015 —a major landmark in the mobile space.

Net Promoter Score 225

Net Promoter Score Feedback 2015 2010 225

Experience Investigators by 360Connext

MARCH 16, 2015

We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Jeannie will be leading a roundtable discussion about understanding microinteractions and how they can lead to increased loyalty, brand advocacy, and an overall improved customer experience. .

Events 223

Events Customer Experience Webinar Telecommunications 223

Experience Investigators by 360Connext

DECEMBER 11, 2014

According to the NPD Group, nearly half of those who described themselves as highly loyal to a brand were no longer loyal a year later. How Developed is Your Customer-Centric Strategy for 2015? Entrepreneurs who can’t let go are often left wondering why their “loyal” customers left without so much as a good-bye.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Experience Investigators by 360Connext

APRIL 23, 2015

I was thrilled to have the opportunity to interview Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing for TripIt from Concur while I was at the South By Southwest Interactive festival in Austin, Texas back in March. Jon Galloway (@jongalloway) April 12, 2015. I am a huge fan since it has saved me more than once.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Joe Rawlinson

MAY 18, 2016

In this age of digital media, brands have many ways to offer exemplary customer service to their customer base. The advent of social media has also enabled customers to share their own customer service stories , which, in turn, become the brand’s own walking advertisement and word-of-mouth.

Brands 94

Brands Customer Service Social Media 2015 94

Beyond Philosophy

MAY 14, 2015

One of the reasons your Customers’ trust you is because you deliver consistently on your brand promise. If your channels’ design does not deliver a consistent Experience with your brand promise, it will damage your Customer relationships, creating a level of doubt in what might otherwise have been a trusting relationship.

White Paper 160

White Paper 2014 2015 2012 160

Alida

FEBRUARY 22, 2017

We believe that the second definition is the most useful in the context of the brand-customer relationship. billion in 2015 —up 12 percent from the previous year. Many systems, such as CRM, measures the number of transactions a customer has with a brand. Let’s consider the metaphor of personal relationships.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Definition 180

Alida

APRIL 4, 2017

Though brick and mortar sales are down only five percent since 2015, the closure of many anchor tenants has significantly impacted shopping malls. Today’s fickle customers don’t want aisle after aisle of redundant merchandise; they want to be a part of a brand experience. Others brands are pursuing experiential retailing.

E Commerce 191

E Commerce Retail Innovation Omnichannel 191

InMoment XI

APRIL 10, 2015

They are what customers see — they are the face of the brand. One of the panel discussions at the 2015 CXFusion conference explored this very topic with some practical advice: 1. Front line people are absolutely critical in delivering an amazing customer experience. Keep it simple 2. Communicate often 3. Get the right people.

2015 170

2015 Article Communication Brands 170

GetFeedback

JULY 11, 2018

In 2015, Digiday conducted a study on customer satisfaction and found that, while the majority of brands believe they provide a superior customer experience, nearly 65% of their customers feel frustrated and misunderstood. How to tell when you’ve lost touch.

2015 207

2015 Social Media Customer Satisfaction Customer Centricity 207