The brand experience is the sum of all the impressions, thoughts, feelings, and perceptions an individual or an audience has about a brand.
What is a brand experience built on?
The brand experience is informed by all the interactions that a consumer has with a brand. These interactions include everything from the experience of purchasing, consuming, or using a branded product or service to the advertisements, communications, and social media content concerning the brand that consumers view or encounter.
What is the brand experience’s impact on success?
Customers are more likely to purchase products and services from a brand they view positively. Creating positive brand experiences builds stronger customer relationships, improves customer retention, delivers higher customer lifetime value, and enhances business results.
Positive brand experiences directly affect brand loyalty and may cause customers to stick with a brand even when competitors offer lower prices or greater convenience.
The customer experience is part of the brand experience. The brand experience is about the promise a company makes to all consumers – the general public, prospects, current customers, and former customers. The customer experience is about delivering on those promises to the consumers who choose to become customers. Brand experience is built or created over time, while the customer experience is more immediate.
What is a great brand experience?
Superior brand experiences can be created through interactions at many levels. A positive user experience is essential – consumers must feel good about the products and services they purchase and use.
But brand experience can also be impacted by factors such as:
- The quality of advertising and marketing campaigns
- Personalization in communications
- A brand’s personality on social media
- Media coverage of the business
- The way that employees interact with customers before, during, and after the sale
- The responsiveness of customer service and support teams
- How a business handles and responds to a mistake or a negative customer experience
- How a company manages crisis communications
The metrics of brand sentiment help businesses understand the effectiveness of their brand messaging. Brand sentiment measures how an individual or an audience feels about a brand and its products and services. Brand sentiment is measured as positive, negative, or neutral.
Companies have traditionally measured the brand experience through surveys, focus groups, social media monitoring, and manual review of call recordings between customers and contact center agents. However, these methods capture only a tiny fraction of consumers, and results are often skewed by customers who express highly positive or negative opinions. Many organizations are turning to conversation intelligence technologies to measure brand experience more accurately and comprehensively.
How does conversation intelligence measure brand experience?
Conversation intelligence technology uses artificial intelligence and machine learning to capture and analyze 100% of customer interactions on all channels: phone, social media, email, chat, SMS, surveys, and more. By transforming and analyzing the unstructured data and unsolicited feedback in these interactions, conversation intelligence reveals deeper and more comprehensive insight into the experiences that audiences have with a brand.
How does CallMiner help improve the brand experience?
CallMiner delivers the most comprehensive AI-powered conversation intelligence platform for analyzing 100% of omnichannel customer interactions at scale. Our platform analyzes interactions at the deepest level, allowing organizations to interpret sentiment and identify patterns that reveal deeper insights from every conversation. With two decades of technology expertise and billions of hours of mining customer conversations, CallMiner delivers automated performance scoring, emotion metrics, and AI-driven topic discovery that compel action and improvement within the contact center and beyond. When relying on CallMiner to capture and analyze 100% of customer interactions, businesses can better understand the experiences that customers have with their brand and take steps to improve satisfaction and brand loyalty.