Articles by Jana Barrett

The Top 10 Customer Experience Articles of 2016

Happy new year! The top customer experience articles of 2016

As the year comes to a close, we’re ringing in 2017 with a little reflection on customer experience.

Many have dubbed 2016 “The Year of the Customer.” Why? Because more and more, statistics show that a great customer experience is tomorrow’s competitive advantage.

Businesses face new challenges in selling and supporting today’s connected customer, who craves personalized experiences but often barters brand loyalty for a better deal.

But as 2017 comes crashing in, it’s clearer than ever: CX is the game-changer—and companies are finally waking up to it.

Below, we share the top 10 customer experience articles from thought leaders around the web. Happy New Year! May your CX shine brighter in 2017.

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Tags: , , , , , , , Categories: Community, Company, Customer Experience

Online Reputation Management for the Brand-Conscious Company

online reputation - feature

If your company has customers, then it has a reputation. Maybe it’s known for its dedication to quality, innovation, or customer experience. Or, unbeknownst to you, it could be the exact opposite. Maybe it’s taken a turn for the worse, and that negative reputation is impacting business.

No matter the sentiment, people are talking. They’re tweeting about your products and services, sharing experiences with family and friends, and writing public reviews on sites that prospective customers are reading.

As the web expands, managing an online reputation gets tougher and together. Companies have to meet higher expectations for transparency and customer engagement than ever before.

Today, we’ll share some tips for effective online reputation management, including examples from companies that are doing it right.

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Tags: , , , , Categories: Brand Management, Customer Experience, Customer Satisfaction Surveys, Marketing Surveys, Net Promoter Score, Online Surveys, Product Surveys

Why Brand Perception Matters—and How Companies Can Measure It

brand perception - shopping cart

Business is built on customer relationships, and brand perception sets the tone. Today’s consumers share their opinions and experiences widely, and their peers trust them when it comes time to buy or pass.

Companies, of course, want to cultivate a positive brand perception among their target consumers, but it’s a tricky goal. As Brandwatch points out, companies don’t control brand perception—consumers do. They’re the ones perceiving and sharing those perceptions.

So how can companies monitor and understand consumer brand perception when they’re looking at it from inside the box? We’ll cover some tools and methods that help brands capture it.

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Tags: , , , , , Categories: Brand Management, Customer Engagement, Customer Experience, Customer Loyalty, Customer Satisfaction, Customer Satisfaction Surveys, Net Promoter Score, Online Surveys, Product Surveys