What color signal does your brand project? With the average human brain processing visuals 60,000 times faster than text, it is incredibly important for brands to recognize the important role that color plays in consumer purchasing decisions.
This post originally appeared on the Buffer blog. Do you have a “Hall of Fame” for your best pieces of content? I can recite a list of top content for the Buffer blog as quickly as I could recite the Pledge of Allegiance.
Quicken Loans and Warren Buffett's $1 billion perfect bracket challenge lasted shorter than anyone predicted. Zero people made it out of the first round with a perfect bracket. Regardless, the stunt got a ton of buzz for both Quicken and Buffett.
As more and more brands and organizations adapt to providing customer service and engagement across more and more channels, clearing that hurdle only leads to the next: creating consistency across the customer journey. A recent report by McKinsey tells it like it is, “consistency may not seem sexy, but it is the secret ingredient to making customers happy.”
While impressive individual interactions may inspire delight and even hero stories, it’s still consistency and reliability that inspire lasting confidence, loyalty and long-term retention. Think about it this way, if you get a great haircut, you are going to be delighted in that moment, but if you go back to the same place in a few weeks expecting the same and it’s not, you’re either going to be at best disappointed, or if it’s really off the mark, pissed off – negating that individual instance of delight. And according to Understanding Customers by Ruby Newell-Legner, it takes 12 positive brand experiences to make up for just one negative one. Consistency may be a boring trait, but it’s an important one, especially considering the following statistics from an Aspect Software survey:
90% of more than 2,000 consumers surveyed said they expect customer service consistency and continuity — such as picking up with a same-issue discussion where they last left off — but just 39% currently receive it.89% are annoyed by having to repeat themselves and their issues across channels.61% have not been able to easily switch from one channel to another when interacting with customer service.
Specific to retail:
Almost three quarters (72%) of respondents to a Rethinking Retail study said consistency across online and physical stores was important.69% said consistency affects their loyalty to a brand.
Not only are more professionals on social media, but they are also consuming more information fed to them by their networks while at the same time sharing more information to their networks. Wouldn’t it be to a company’s advantage to try to influence this paradigm by having their employees share their brand’s message? After all, Edelman’s 2013 Trust Barometer reminds us that,
"Employees rank higher in public trust than a firm’s PR department, CEO...
In a recent post (Fighter's Stance) I discussed how important creating an effective Battle Rhythm and Synchronization Matrix was for our Special Operations elements operating in the complexities of (Find Your Organization's Rhythm!
Los Social Media como plataforma de atención al cliente, una prioridad para empresas y marcas (Los Social Media como plataforma de atención al cliente, una prioridad para empresas y marcas http://t.co/Yqj5C2kPQn...
En 2008, la ICANN (Corporación de Internet para la Asignación de Nombres y Números por sus siglas en inglés) comenzó un proceso de lanzamiento de forma progresiva de nuevas extensiones de dominios de nivel superior gTLD que implica un antes y un...
Simply put, customer experience is how your customers perceive their interaction with your organization.
CEM or customer experience management is the line of business where we organize and manage the customer service actions and business operations to enhance the customer’s perception of their interaction with the organization.
This infographic by CustVox, now owned by SandSIV, reminds us of ”what is the customer experience?” and is a great starting place for organizations wanting to increase their focus on developing customer relationships and is also a great refresher for those with programs already in place to measure their actions and the results of their customer experience efforts.
Entrepreneur Thinking of Moving? Ask Yourself These 6 Questions First. Entrepreneur The clear winners not only lock in great space at prices that work for their business, but also create work environments that reflect their culture, ethos and values.