CX Journey

DECEMBER 10, 2015

In 2012, J C Penney decided to launch a dramatic rebrand under the leadership of new CEO, Ron Johnson. The rebranding flopped and sales figures fell flat. Note: This post was originally published on the Caliber UX blog and is reposted here with permission. From start to finish, use accurate data to create customer personas.

Data Mining 45

Data Mining Customer Journey Map Entertainment Social Media 45

Beyond Philosophy

JANUARY 28, 2019

This analysis is something marketers have engaged in for years, but it has been rebranded to sound sexy. If you enjoyed this post, you might be interested in the following blogs and podcasts: Why Customer Experience is Dying (And What To Do About It). Second, some use of AI is creepy. To listen in , please click here.

CX 139

CX Net Promoter Score AI Artificial Intelligence 139

Intercom, Inc.

NOVEMBER 4, 2021

Behind every feature launch, every blog post, every book, there they are — creative directors, copywriters, designers, illustrators, and animators with the sole mission to make modern communication between businesses and their customers feel a little bit more personal and human. Remember who your audience is.

Start-ups 222

Start-ups B2B Customer Service 222

Beyond Philosophy

APRIL 7, 2016

Part of the reason Customer Experience hasn’t made the gains for companies that it should is because people are just jumping on the bandwagon, rebranding their jobs Customer Experience, but not doing anything differently. I have a theory, but bear with me; again it’s a bit controversial! Top 50 Marketing Thought Leader’ Reveals Latest Trend.

Net Promoter Score 113

Net Promoter Score CX CEM Customer Satisfaction 113

CSAT.AI

SEPTEMBER 10, 2019

This is especially true when your brand is just beginning or going through a rebranding. As we discussed in a pre viou s blog , problems will arise. Consistency. All of the above needs to be consistent across platforms and products for maximum effect. In the End It’s All About Trust. Trust is built and strengthened over time.

Customer Relationship 52

Customer Relationship Customer Service Sentiment Analysis Touchpoint 52

CX Journey

MAY 17, 2017

Image courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. Last month, I wrote about 20 tips to design better customer surveys. That post ought to be helpful whether you're designing a new survey or redesigning existing surveys.

VOC 63

VOC Social Media Actionable Insights Customer Survey 63

Intercom

JANUARY 11, 2024

A colleague and I are working on a series of blog posts about this. Navigating layoffs and care Niamh: You’ve written a really interesting blog post on speaking to CS leaders about navigating and managing teams in a time with layoffs , which, unfortunately, we’ve seen a lot of in the last couple of years.

Customer Service 86

Customer Service CX AI Start-ups 86

Beyond Philosophy

APRIL 7, 2016

Part of the reason Customer Experience hasn’t made the gains for companies that it should is because people are just jumping on the bandwagon, rebranding their jobs Customer Experience, but not doing anything differently. I have a theory, but bear with me; again it’s a bit controversial! Top 50 Marketing Thought Leader’ Reveals Latest Trend.

Net Promoter Score 60

Net Promoter Score CX CEM Customer Satisfaction 60

Comm100

OCTOBER 17, 2017

This blog post will show you exactly why social media customer service is so important, and how social media support can help take your business into the future of customer care. They moved to California, rebranded themselves as a dessert company, and began to engage in professional social media customer service. Conclusion.

Social Media 50

Social Media Customer Service Start-ups Customer Survey 50

Intercom, Inc.

SEPTEMBER 19, 2019

Here are five quick takeaways: To establish a stronger brand and protect the company from competition, Steli recently rebranded Close.io This year has been particularly exciting for us: we were able, after five and a half years of negotiation, to purchase Close.com as our new home and domain name, so we went through a rebrand from Close.io

Sales 184

Sales Sports Start-ups Gaming 184

Intercom, Inc.

DECEMBER 20, 2018

” And so, we ended up scrapping contentmarketer.io, rebranding Mailshake and going from there. Sujan: The best place to go is my personal website or the Mailshake blog. I’m saying: “Guys, check out what I’m building here. This is awesome. This is exactly what I need. Tactics for driving growth.

Sales 151

Sales Start-ups E-commerce Non-Profits 151