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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
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Reinforce your brand value with a social media strategy

BirdEye

This will align you with your brand identity so that content consistently resonates with your target audience. Governance: Your strategy should account for who’s going to what, staff turnover, and social media crises. This plan must cover the roles, core responsibilities, and contingency plans so that you’re prepared for any situation.

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Top 5 Customer Service & CX Articles for Week of August 12, 2024

ShepHyken

Conversely, organizations cannot afford to get CX wrong, as dissatisfaction can result in diminishing brand value, lost revenue, and customer churn. My Comment: In our customer service and CX research (sponsored by RingCentral ), we asked more than 1,000 US consumers if they thought the government provided good customer service.

Article 85
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What's Your #CX Strategy?

CX Journey

CXPA defines job tasks focused on CX strategy as: Define a customer experience strategy that describes the intended customer experience, its linkage to overall corporate objectives, and its alignment with the organization’s brand values and attributes Develop experience principles and specific employee behaviors and interactions that reflect brand (..)

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25 important social media questions, answered

BirdEye

Before typing, take a deep breath and remind yourself of your brand values and principles. Governments around the world also have laws and regulations to govern how social media companies use consumer data collected from these platforms. Craft an appropriate response that seeks to de-escalate the situation.

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A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

Purposeful Leadership: Leaders operate consistently with a clear set of values. Compelling Brand Values: Brand promises drive how the organization treats customers. Employee Engagement: Employees are aligned with the goals of the organization. Customer Connectedness: Customer insights are infused across the organization.

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Customer Experience Strategy: An A to Z Glossary

Lumoa

Purposeful Leadership: Leaders operate consistently with a clear set of values. Compelling Brand Values: Brand promises drive how the organization treats customers. Employee Engagement: Employees are aligned with the goals of the organization. Customer Connectedness: Customer insights are infused across the organization.