Category Archives: Communications

brand-promise-and-customer-experience

How to align your brand promise and customer experience

Having a tough time aligning your brand promise and customer experience? It’s not easy. Delivering a consistent customer experience every time takes employee buy-in at every stage. Your entire organization needs to be customer obsessed to reach brand experience maturity. In a recent Forrester® report, 34% of marketing leaders surveyed point out that “having a

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It’s never about you: Emotional appeal and your customer experience

There’s a strange paradox that occurs in the business world: at some point, people forget what it’s like to BE a customer. We’ve all done it – gotten so wrapped up in the daily grind of meetings, budgets, and deliverables that we grow detached from our customer because they are outside the company. We may

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Transforming your public relations with content marketing and social media

Traditional news media play an important role in enabling companies to tell their stories. Although broadcast viewing patterns have changed, according to consumer research from Gallup more than half of Americans still cite television as their main source of information about current events. Remarkably, this holds as true for an 18-year-old Millennial as it does

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Building a customer-centric culture – Top tips for employee buy-in

Co-author: Carrie Deakin To deliver the great customer experiences that foster brand loyalty and increase profitability, businesses need to embrace a customer-centric culture across their enterprise. Research often shows that positive customer experiences trump price, and satisfied customers are more likely to maintain a long-term relationship with a company, and recommend it to family and

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Content Marketing = Content plus Strategy

Educating your customers about your industry, and then positioning yourself as a thought leader within it, is the goal of a good content marketing program. It’s an effective tactic, especially as traditional advertising is losing ground in the battle for consumer attention. To help ensure you connect with your target audience, you’ll need to offer

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Leveraging social media complaints to improve customer experience

Today’s strategic business agenda needs to center on customer experience. A core part of that is paying close attention to customer needs and resolving problems quickly – and social media can play a key role. By leveraging vast amounts of customer feedback on social networks such as Twitter and Facebook, companies can gain insight on

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3 key strategies for transforming negative sentiment into positive customer experience

To compete effectively in the Age of the Customer —a 20-year business cycle in which consumers have unprecedented real-time access to information and social sharing— it’s time for a new playbook. By using effective strategies to identify sources of dissatisfaction early on, and communicating how and when it matters most, your company can turn disgruntled

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Lenders, know thy customer: Customer Experience in lending

Consumer complaints about financial institutions are never all that surprising. When it comes to money—purchasing, saving and borrowing—many people are sensitive, protective, and cautious, especially in tough economic times. Consumer confidence has waned in the past decade, and the reputations of banks (mortgage lenders, in particular) has suffered. Yet with the right priorities and tools,

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Capturing social intelligence to increase marketing ROI

Co-author: Corrine Evanoff Social media isn’t just a tool for engaging with customers and building your brand, it can be a powerful resource to generate actionable insights. Providing a wealth of uncensored feedback about your company and your competitors, social data can help you better understand how to deliver the customer experience, products, and services

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Be where the customer is going…

Highlights from WGL Radio Podcast with Beyond the Arc CEO, Steven Ramirez With increasing competition in the financial services industry, social media can do more than help businesses hear what customers are saying about their products and services in order to respond to issues and promote new offers. Social media is a crucial tool in

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