delighted

SEPTEMBER 6, 2024

What do customers really think about your brand? Understanding your customers’ perceptions of your brand can help you bolster market research, identify ways to improve your brand’s reputation, and much more. What is a brand perception survey? Why are brand perception surveys important?

Brands 95

Brands Net Promoter Score Measurement Insights 95

Customer Bliss

JUNE 9, 2021

Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. Through leadership guidance and company actions, they are establishing more balanced relationships, where both sides win. What Does Leadership Bravery Look Like?

Leadership 288

Leadership Books Hospitality Customer Relationships 288

Second to None

SEPTEMBER 25, 2018

Any brand that hopes to connect with consumers is must reckon with the powerful nature of public scrutiny in the digital age. As a society, there are now elevated expectations for brands that we spend our money on due to the proliferate expansion of available options across industries.

Consumers 109

Consumers Brands Social Media 2010 109

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. Quotes About Customer Experience and Brand Reputation The next set of quotes describes the connection between customer experience and brand reputation.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. brands must recognize that the ability to manage their digital channels and digital reputation is a crucial success factor. Improved brand perception.

Automotive 260

Automotive Management Social Media 2024 260

BlueOcean

MAY 13, 2021

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. We quickly got used to holding everything and everyone at arm’s length – and for many customers, that included the brands they had once been loyal to. Big brands—ones with resources and manpower—were ahead of the game.

Loyalty 156

Loyalty Brands Average Handle Time 2020 156

InMoment XI

JUNE 7, 2022

InMoment’s solution not only allows brands to access that data, but also to integrate that with other data sources, providing scalability and the deep, data-driven understanding that teams need to achieve their goals. That’s where InMoment’s game-changing customer social listening solution comes into play.

Insights 492

Insights Social Media Return on Investment Travel 492

InMoment XI

FEBRUARY 7, 2024

The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. Instead, 71% of consumers expect personalization from the businesses they choose.

Hotels 260

Hotels Guest Experience Travel 2023 260

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond.

Hospitality 260

Hospitality Call Center Retail NPS 260

Customer Bliss

FEBRUARY 13, 2018

“Brands need to do things that build trust and reliance, just like you would in interpersonal relationships,” says Josh Ives , the VP of Customer Experience Management and Strategy at Samsung Electronics America. Present the Customer Experience Story to Leadership. Assess the Work to be Done and Focus. CX Click To Tweet.

Leadership 141

Leadership Customer Service Call Center Multi-Channel 141

Second to None

FEBRUARY 22, 2021

Consumer behaviors have shifted dramatically due to the pandemic, and trends are pointing straight at a refined customer experience in 2021. Forbes breaks down 11 customer experience changes that are taking place right now to meet the 2021 consumer, but we want to take in a more specific direction. . Consumer convenience .

2021 71

2021 Consumers Banking Brands 71

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Social Media Feedback Loyalty 52

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What are brand expectations? .

Customer Journey 123

Customer Journey Brands Contact Center Sales 123

Interactions

SEPTEMBER 13, 2024

Damien Leigh – SVP, Direct to Consumer at New Balance Damien Leigh has made a significant impact in the world of retail, leading New Balance’s direct-to-consumer initiatives. Leigh’s focus on cross-functional team leadership mirrors Interactions’ value of fostering deep connections with customers​.

Customer Experience 62

Customer Experience E Commerce Banking Chief Customer Officer 62

Second to None

FEBRUARY 22, 2021

Consumer behaviors have shifted dramatically due to the pandemic, and trends are pointing straight at a refined customer experience in 2021. Forbes breaks down 11 customer experience changes that are taking place right now to meet the 2021 consumer, but we want to take in a more specific direction. Everyone is under a lot of pressure.

2024 62

2024 Consumers 2021 Banking 62

Second to None

FEBRUARY 22, 2021

Consumer retail grocery expectations are rapidly evolving, and as 2024 arrives, the landscape is changing dramatically. Consumers are seeking more convenience and personalized experiences, and are increasingly aware of sustainability concerns. Here are the top 5 consumer expectations as it relates to the grocery industry in 2024: 1.

2024 62

2024 Consumers Retail Customer Satisfaction 62

Second to None

SEPTEMBER 21, 2018

As consumer purchasing options widen, it becomes increasingly challenging for retail organizations to foster a brand identity that connects with evolving consumer expectations. Different technologies have shifted the primary channels in which these interactions take place, forcing brands to adjust their experience platform.

Retail 54

Retail Consumers Brands Fashion 54

Second to None

JUNE 12, 2018

Fostering a consistently authentic Customer Experience is a challenge for brands of all different sizes. However, as your brand expands to different locations across your region or country, it becomes increasingly challenging to retain the authenticity that led to past profits.

Brands 72

Brands Leadership Voice of Customer Omnichannel 72

Second to None

APRIL 3, 2018

Capturing new customers is a foundational pillar of a successful fast-casual restaurant brand, but the ability to retain these first-time patrons is the true signifier of a leading Customer Experience. One specific segment that fast-casual brands should be catering their services towards are millennials.

Consumers 63

Consumers Brands Rewards Programs Loyalty 63

Second to None

OCTOBER 23, 2018

1] Beyond a great tasting pie, price, convenience and sheer-availability are the major factors that push consumers towards these restaurants. Attracting and retaining customers requires paying attention to your brand’s online presence as well as your team’s ability to provide a consistent value at each phase along the customer journey.

Brands 74

Brands Measurement Magazine Customer Centricity 74

Second to None

SEPTEMBER 7, 2018

Whether it is happening at the point-of-sale, within social media , on the sales floor or any other channel, ultimately it is the individual people that are responsible for translating your brand message to consumers at large. First impressions play a huge role in any relationship and that is especially true for brands and consumers.

Brands 63

Brands Social Media Retail Voice of Customer 63

Experience Investigators by 360Connext

JUNE 4, 2024

At each step in the journey with your brand: They want to be recognized and acknowledged. There is a struggle between providing the best customer experience and appropriately protecting consumer privacy. Balancing Data Privacy And Customer Experience Customers have told us they want streamlined, personalized experiences.

2023 143

2023 2022 Connections Consumers 143

Experience Investigators by 360Connext

JUNE 4, 2024

At each step in the journey with your brand: They want to be recognized and acknowledged. There is a struggle between providing the best customer experience and appropriately protecting consumer privacy. Balancing Data Privacy And Customer Experience Customers have told us they want streamlined, personalized experiences.

2023 143

2023 2022 Connections Consumers 143

Experience Investigators by 360Connext

JUNE 4, 2024

At each step in the journey with your brand: They want to be recognized and acknowledged. There is a struggle between providing the best customer experience and appropriately protecting consumer privacy. Balancing Data Privacy And Customer Experience Customers have told us they want streamlined, personalized experiences.

2023 143

2023 2022 Connections Consumers 143

Alida

JUNE 23, 2016

The insight community provides ongoing feedback from customers and helps Price Chopper make better decisions about strategy, branding and marketing campaigns. We interviewed Sam Trimboli, consumer insights specialist at Price Chopper, to learn more about his role at the company and how he navigates the evolving retail landscape.

Consumers 150

Consumers Insights Retail E Commerce 150

ShepHyken

JULY 21, 2024

The Ongoing Decline of Brand Loyalty, What’s Driving It and What Should Be Done About It – Interview with Simon Morris of ServiceNow by Adrian Swinscoe (CustomerThink) Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. Leadership wants to see the numbers before they make an investment.

2024 83

2024 Article Customer Service ROI 83

CSM Magazine

SEPTEMBER 8, 2023

At some point on a consumer journey, almost everyone has experienced background noise so unbearable you’ve had to repeat yourself – and your private information – over and over again. Not only is this a frustrating waste of time for you (the customer), it can also heavily affect a brand’s reputation.

Brands 59

Brands Average Handle Time Call Recording Technology 59

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects. Consumers Desires have changed.

Consumers 97

Consumers Technology Blog Chief Customer Officer 97

Alida

JULY 11, 2018

Daniel Marcotte, consumer research manager at Canadian Tire , explained how his team uses insight to meet the needs of three different markets. The company has different brands that cater to these different levels, Daniel explained. That’s according to Jas Singh, CMRP, senior consultant of consumer and market research.

Insights 141

Insights Brands Banking ROI 141

BlueOcean

DECEMBER 13, 2022

Salesforce research says consumers like us belong to 4.3 In fact, 56% of customers are more likely to buy from a brand if they belong to their loyalty program. According to Bond Brand Loyalty’s 2022 Loyalty Report , a new variable has entered the game that changes how customers view loyalty—that the “brand is loyal to me.”

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Unpack an intriguing case study where a brand’s bold pricing and production strategy turns the supply chain playbook on its head, offering unique insights into consumer trust and the anticipation of demand.

2024 143

2024 Leadership Customer Satisfaction Insights 143

Experience Investigators by 360Connext

MAY 11, 2021

After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. The customer walks away with a perception of what the brand is, and whether or not this brand lives up to its promises, with every step along their personal journey. Want Greater CX Success?

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

Second to None

JUNE 14, 2018

Word-of-mouth marketing is a massive tool that is utilized by the best brands in most industries, but how can you set up your Customer Experience to encourage a consistent stream of promoters? A brand’s NPS is the quantifiable number of how likely a consumer will recommend your product to their family or friends.

NPS 66

NPS Brands Net Promoter Score Voice of Customer 66

Second to None

MARCH 20, 2018

Interactions between brands and consumers are changing across virtually every industry, making it more important than ever that your organization is striving to encourage consistency within every moment of the customer journey.

Brands 85

Brands Social Media Voice of Customer Consumers 85

Oracle

JANUARY 4, 2021

In a recent webinar hosted by Oracle, Vitamix, a leading global manufacturer of high-performance blending technology for consumers and commercial settings, shared three ways to elevate customer experience and deepen loyalty. The team wanted their program to reward the small brand interactions that foster engagement – not just drive purchases.

Loyalty Programs 75

Loyalty Programs Loyalty Brands Webinar 75

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. And they will be rewarded for that focus on the customer! And these efforts can significantly impact business outcomes.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Second to None

SEPTEMBER 27, 2018

The goal for most major retail brands is to expand their brick-and-mortar locations so that they reach as many consumers as possible. Brands that place an emphasis on establishing a system that generates consistency across these growing locations are positioning themselves as a Customer Experience industry leader.

Retail 69

Retail Measurement Brands Omnichannel 69