ESOMAR Research World’s Post

Customer communities are shifting the tides for BX and CX testing ✨🛠️ When 88% of consumers want to be involved in brand decision making, it's time to rethink the way you get consumer feedback ☝🏽

𝗧𝗛𝗘 𝗜𝗡𝗧𝗘𝗥𝗦𝗘𝗖𝗧𝗜𝗢𝗡 𝗢𝗙 𝗕𝗥𝗔𝗡𝗗𝗜𝗡𝗚 𝗔𝗡𝗗 𝗖𝗨𝗦𝗧𝗢𝗠𝗘𝗥 𝗘𝗫𝗣𝗘𝗥𝗜𝗘𝗡𝗖𝗘. In today’s market, the intersection of branding and customer experience (CX) is where businesses can truly shine, turning casual customers into loyal advocates. 𝗗𝗲𝗳𝗶𝗻𝗶𝗻𝗴 𝘁𝗵𝗲 𝗜𝗻𝘁𝗲𝗿𝘀𝗲𝗰𝘁𝗶𝗼𝗻: Branding encompasses a business's identity and promise, while CX is the sum of all customer interactions. The key is aligning brand values with every touchpoint in the customer journey. 𝗖𝗼𝗻𝘀𝗶𝘀𝘁𝗲𝗻𝗰𝘆 𝗶𝘀 𝗞𝗲𝘆: Consistency in messaging, visuals, tone, and values across all channels builds trust and strengthens the emotional connection between customers and the brand. 𝗣𝗲𝗿𝘀𝗼𝗻𝗮𝗹𝗶𝘀𝗲𝗱 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲𝘀: Using data and insights, brands can tailor experiences to individual customer needs, making them feel valued and reinforcing the brand's commitment to their satisfaction. 𝗦𝘁𝗼𝗿𝘆𝘁𝗲𝗹𝗹𝗶𝗻𝗴 𝗮𝗻𝗱 𝗘𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁: A compelling brand narrative engages customers by making them feel part of the brand’s story, leading to higher engagement and memorable experiences. 𝗘𝗺𝗼𝘁𝗶𝗼𝗻𝗮𝗹 𝗖𝗼𝗻𝗻𝗲𝗰𝘁𝗶𝗼𝗻: Creating positive emotional connections through exceptional service and shared values drives customer loyalty and advocacy. 𝗧𝗵𝗲 𝗥𝗼𝗹𝗲 𝗼𝗳 𝗧𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝘆: Technology enhances branding and CX by offering innovative solutions like AI-driven customer service and augmented reality, meeting modern customer expectations. 𝗠𝗲𝗮𝘀𝘂𝗿𝗶𝗻𝗴 𝗦𝘂𝗰𝗰𝗲𝘀𝘀: Robust measurement frameworks, including KPIs like NPS, CSAT, and CLV, help assess the alignment and effectiveness of branding and CX efforts. #Branding #CustomerExperience #BrandIdentity #CustomerJourney #BrandConsistency #PersonalizedMarketing #EmotionalConnection #BrandStorytelling #CustomerEngagement #CX #TechInMarketing #CustomerLoyalty #BrandAdvocacy #InnovativeMarketing #MarketTrends #StrategicMarketing #BusinessGrowth #CustomerSatisfaction #BrandTrust #ForwardThinking #CreativeMarketing #DataDrivenMarketing #CustomerAnalytics #MarketingSuccess #BrandImpact

💡 Why personalisation in the customer journey is important? The idea for this post came about from my recent interaction with a particular brand. I was impressed with how they handled personalization in the customer journey, so I wanted to shed some light on this topic. Nowadays, in a highly competitive market, the customer journey and overall experience are crucial in determining a brand's success. Businesses are constantly seeking ways to stand out, and focusing on branding can significantly improve how customers perceive and engage with a brand. I want to emphasise the personalisation aspect among the various strategies to enhance the customer experience through effective branding. And this goes beyond “ Hello Tina !” simply addressing customers by their names; it's about understanding their preferences, behaviours, and needs to tailor experiences that truly resonate with them. Here are a few examples of how to use personalisation to transform the customer journey: 1. Understanding the Customer: Utilize data and insights to gain a comprehensive understanding of customers' behaviours, preferences, and needs. This enables us to offer personalised recommendations and solutions that genuinely resonate with them. 2. Customised Communications: Craft targeted and relevant messages across all touchpoints. Personalised content makes customers feel valued and understood, thereby enhancing their overall experience. 3. Adaptive Experiences: Design digital and physical interactions to adapt based on customer data. Whether it's a personalised website experience or tailored in-store service, adaptive experiences make customers feel special and appreciated. #branding #personalisations #customerjourney

According to Forrester’s latest US Customer Experience Index, #CX quality among US brands has reached an all-time low, marking the third consecutive year of decline. The report highlights key issues like brands’ failure to deliver seamless experiences and ineffective digital interactions. 📉 Shocking Stats: 39% of brands and 10 industry averages saw a decline in CX quality. Performance across effectiveness, ease, and emotion dimensions dropped. Only 3% of companies are customer-obsessed. With emotion remaining crucial for high CX performance and most brands struggling to connect emotionally with their customers, innovative solutions are imperative. 🔑 But I have some good news for you. With Videobot your brand can close the gap identified by Forrester. Here’s how Videobot can make a difference: Seamless customer interactions: Videobot enhances digital experiences by providing personalized, interactive video content, addressing the key issue of underwhelming digital interactions. For instance Atria Plc has put Videobot into the center stage in an omnichannel way, using it on their website, in dozens of physical product packages, TV ads, social media etc. This creates a seamless experience that goes through all channels. Emotional connection: By leveraging video, brands can evoke stronger emotional responses, which Forrester identifies as critical for CX success. Videobot's engaging format helps evoke positive emotions, improving the overall customer experience. For example many B2B service companies use Videobot to bring a human touch on the web. I really like for instance how HRS Advisors Oy has done it. Effectiveness and ease: Videobot simplifies complex information delivery, making interactions more effective and easier for customers. This directly addresses the decline in the ease and effectiveness of experiences reported by Forrester. For instance Savings Bank Säästöpankkiryhmä uses Videobot to simplify complex financial products for their clients. Customer obsession: Videobot empowers brands to put customers at the forefront, aligning with the customer-obsessed strategy that drives faster revenue and profit growth. Personalized video content ensures that customers feel valued and understood. For instance Keskusautohalli uses Videobot to showcase new Volvo Cars. Instead of long brand video, they actually ask what would you like to see, just like a real sales person would do at the showroom. #MarTech #Videobot Study in the comments. What's your take?

The #CX Jigsaw Puzzle: Putting the Pieces Together in the Digital Age What if I told you there's a way to create a seamless, #customercentric experience that keeps customers coming back for more? That's the magic of a strategic CX approach in today's digital landscape. Here's how you can build your winning CX puzzle: 1. Know Your Customers Inside Out: They're not just numbers on a spreadsheet! Invest in understanding their preferences, pain points, and journey at every touchpoint. Data analytics, customer feedback, and market research are your best friends here. 2. Map the Whole Picture: Think of your customer journey as a map – online interactions, offline experiences, the whole shebang! Identify key moments where things can go awry, and that's where you focus your improvement efforts. 3. Omnichannel Harmony: Imagine a customer starting on your website, then switching to your app, and finally calling customer service. A smooth transition is crucial! Ensure a consistent experience across all channels – website, app, social media, email, phone, you name it. 4. Personalization is Power: Gone are the days of generic greetings. Leverage data and technology to tailor experiences to individual needs. Think AI-powered recommendations or targeted email campaigns. 5. Empower Your Champions: Your frontline employees are the face of your brand! Equip them with the training, tools, and autonomy they need to shine. A happy, empowered team translates to happy, empowered customers. 6. Tech is a Tool, Not a Replacement: Technology can automate tasks and streamline processes – that's great! But it shouldn't replace human connection and empathy. Focus on solutions that enhance human interaction, not replace it. 7. Feedback is a Gift: Actively seek customer feedback at every step of the journey. Surveys, reviews, and social media are goldmines! Use this treasure trove to continuously improve. 8. Measure and Adapt: Don't just guess – track progress with KPIs like customer satisfaction scores and NPS. This data helps you identify areas for improvement and adapt your strategy for continued success. Building a winning CX strategy isn't a one-time fix – it's a continuous journey. I am passionate about helping businesses put the pieces of their CX puzzle together. Let’s connect and discuss! #customerexperience #CX #VoC ##CXStrategy #DigitalTransformation

Every day, we’re surrounded by stories waiting to be told.. Stories of moments, big and small, that have the power to transform a day, a thought, or even a life. This is why I've dedicated my career to Customer Experience (CX) Strategy within marketing. What story does your brand tell customers from beginning to the very end of the product or service usage? It's not just about transactions, it's about crafting unforgettable journeys and connections. What truly sets me apart? Well, It's my fervent dedication to transforming each customer interaction into a memorable narrative. This is something I have lovingly done for over 6 years, making me see firsthand how understanding and innovation can uplift customer satisfaction by 85%, slash churn rates in half, and turn customers into lifelong fans. Trust me it is possible. It’s usually more than just the numbers for me. It’s about the smiles, the thank-yous, and the shared human moments that drive every strategy I create. My journey also led me to pursue a Master's in Management (Business Analytics), arming me with the tools to blend empathy with evidence in every decision. If your brand dreams of crafting experiences that leave a lasting impression, let's chat. I'm here to bring that human touch to your marketing strategy, one delighted customer at a time. Let's create stories that not only echo but resonate deeply. What story can you tell from the picture? #HumanizingMarketing #20daylinkedinchallengewithgrant #CXStrategy #Storytelling #CreatingConnections #Titans

Frustrated with inconsistent customer journeys across channels. It’s all about seamless experiences. We hear a lot about unified customer journeys. But many organizations struggle to provide this. Here's why: Different Messages: → Marketing sends one message, but sales and support teams tell a different story. Repetition: → Customers have to repeat themselves, again and again, across departments. Drop in Engagement: → Customers lose confidence in your brand's reliability. Try these 4 steps to create a seamless customer journey: 1. Align All Touchpoints: ↳ Ensure marketing, sales, and support teams are on the same page. 2. Use Data-Driven Insights: ↳ Leverage data to understand customer needs and behaviors. 3. Build Trust: ↳ Create consistent and reliable interactions at every touchpoint. 4. Implement a Connected CX Strategy: ↳ Turn fragmented touchpoints into a powerful, unified experience. At Valuebound, we unify your brand experience. Create a journey your customers will love.

Personalization is becoming a fundamental expectation for consumers across all industries. Our experiences during the pandemic have shown that people now expect tailored interactions with every brand they engage with. With 71% of consumers insisting on personalized experiences and a staggering 76% expressing frustration when these are lacking, it’s clear that getting this right is more critical than ever. Looking ahead, brands that excel in personalization are poised to thrive, potentially unlocking over $1 trillion in value across U.S. industries. To harness this opportunity, companies must adopt a robust, holistic approach to personalization, integrating data-driven insights into every aspect of their operations. Here are a few actionable steps to prepare for this shift: 1. Leverage data analytics to identify and understand your customer segments better. 2. Invest in tools for real-time content creation and decision-making to respond effectively to customer signals. 3. Foster collaboration across departments, ensuring that everyone is aligned around the goal of enhancing customer experiences. 4. Focus on long-term growth by measuring customer lifetime value and adjusting strategies accordingly. 5. Upskill your team to meet the demands of personalization, ensuring they have the required skills for a more data-driven approach. The time for personalization is now! How is your organization planning to enhance its personalization strategy? Share your thoughts and predictions!

Customer experience (CX) plays a crucial role in shaping a company’s marketing communication. Here are three key changes it brings: - Customer-Centric Messaging: Shifts focus from product to addressing customer needs and adding value. - Personalization: Tailors communication based on customer data for relevant, individualized messaging. -Consistency Across Channels: Ensures unified messaging and experience across all touchpoints. ✨ Join us at the ICEM Summit to discover how customer experience is transforming marketing communication! Unlock insights on personalization, customer-centric strategies, and consistent brand messaging. Don't miss out—register now! #cx #customerexperience #events #marketing #summit #icem

Frustrated with Inconsistent Customer Journeys? You’re not alone. Many organizations struggle to provide a seamless experience, with customers facing different messages, experiences, and frustrations at every touchpoint. It’s a major pain point that can damage brand loyalty and leave customers feeling disconnected. The impact is clear: - Marketing sends one message, but sales and support teams tell a different story. - Customers have to repeat themselves, again and again, across departments. - Engagement drops as customers lose confidence in your brand’s reliability. But here’s the exciting part - it doesn’t have to be this way. What if every customer interaction aligned and consistent, no matter where they engage. A seamless, unified journey from the first click to long-term loyalty. At Valuebound, we bring all customer touchpoints together. We build the digital infrastructure that unifies your brand experience, ensuring that every interaction is cohesive, data-driven, and designed to build trust. Ready to give your customers a journey they’ll love? Let’s discuss how a connected CX strategy can turn fragmented touchpoints into a powerful, seamless experience.