Win the Customer

MARCH 8, 2017

In 2004, Unilever brand Dove conceived the Dove Campaign for Real Beauty , which promoted the company’s products by changing the emotions associated with personal care and beauty products. Dove: Repackaging Emotional Associations.

Brands 118

Brands Customer Experience 2004 2008 118

Kustomer

NOVEMBER 1, 2021

Since formally hitting the scene in 2004, the podcast space has become an exciting resource and touchstone for business information and trends. Then in 2004, BBC and The Guardian journalist Ben Hammersley merged the words ‘iPod’ with ‘broadcast’ officially coining the term ‘podcast.’ The Power of the Podcast.

Customer Service 90

Customer Service 2004 Entertainment Download 90

CSM Magazine

MARCH 24, 2022

Brad Hawkins has been with ServicePower since 2004, where he currently serves as Senior Vice President of Products and Solutions and oversees operations, development and product management. About the Author.

Retail 119

Retail Customer Experience 2004 Competitive Advantage 119

ShepHyken

FEBRUARY 19, 2019

About : Martha Brooke founded Interaction Metrics in 2004 with the mission of dramatically improving the customer experience. It starts with having really authentic conversations. Open-ended questions are where the gold lies.” – Martha Brooke. She is a Certified Customer Experience Professional (CCXP) and holds a Blackbelt in Six Sigma.

2004 86

2004 Feedback Customer Experience Professionals Metrics 86

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”. It was not an unfair question, but it was one for which I had no answer.

Net Promoter Score 155

Net Promoter Score 2004 2007 Insurance 155

Beyond Philosophy

FEBRUARY 3, 2015

This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. There are so many options that it can delay a decision.

CEM 121

CEM 2004 Books Retail 121

Customer Bliss

AUGUST 2, 2016

Between 2004 and 2009, there was a gradual evolution in what Oracle did with customer feedback. Essentially, they asked customers questions — and then had very little idea where the feedback was going or if it was benefiting product enhancement.

Chief Customer Officer 120

Chief Customer Officer 2009 2004 Feedback 120

Team Support

JANUARY 12, 2021

Since 2004, ServiceXRG has guided the world’s leading technology companies in their strategic efforts to retain customers, grow recurring revenue, and achieve cost efficiencies through the delivery of high-quality Technical Support and Customer Success services.

B2B 86

B2B 2004 2021 Download 86

Beyond Philosophy

APRIL 2, 2020

I wrote a book in 2004, Revolutionize Your Customer Experience , that showed the four customer-centricity orientations that organizations have, which range from Naïve to Natural. The Peak End Rule requires organizations to ask what emotions they want to evoke in their customer experience. They naturally put customers first.

2004 159

2004 Retail Books Brands 159

ShepHyken

JUNE 23, 2020

In 2004, Martha founded Interaction Metrics to help clients get more value out of the customer experience they provide. If you’re not listening to your customers, it’s hard to guide the ship.”. Customers love to be heard.”. About: Martha Brooke is a Certified Customer Experience Professional (CCXP) and holds a black belt in Six Sigma.

2004 76

2004 Feedback Customer Experience Professionals B2B 76

Team Support

JANUARY 20, 2021

Since 2004, ServiceXRG has guided the world’s leading technology companies in their strategic efforts to retain customers, grow recurring revenue, and achieve cost efficiencies through the delivery of high-quality Technical Support and Customer Success services.

B2B 81

B2B 2004 Exceptional Customer Service 2020 81

Totango

MAY 27, 2022

The PLG model had been introduced to the video conferencing space years earlier in 2004 by future Zoom competitor GoToMeeting, which used a freemium offer to introduce users to its product. Successful product-led growth companies include some of the most recognizable names in the SaaS market space.

2013 123

2013 2004 2007 Customer Retention 123

Team Support

NOVEMBER 11, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. About ServiceXRG Service Excellence Research Group (ServiceXRG) helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

2004 98

2004 Download Sales Customers 98

Clarivate

NOVEMBER 1, 2021

These include Handbook of Quantitative Science and Technology Research (2004), Citation Analysis in Research Evaluation (2005), Applied Evaluative Informetrics (2017), Handbook of Science and Technology Indicators (edited with W. His books became the cornerstone of bibliometrics education. Glänzel, U. Schmoch and M.

2021 105

2021 2010 2004 2005 105

LiveChat

JULY 10, 2015

In 2004 it started the “Real Beauty” campaign. By 2004 Dove was just one of many skin care product companies. By spreading awareness about your brand’s values, actions and beliefs, you can let these people to identify with it and be loyal to it. A great example of a brand that benefited from sharing its values is Dove.

Loyalty 77

Loyalty Loyalty Programs 2004 Airlines 77

Optimove

AUGUST 4, 2021

In his 2004 famous Ted Talk, Choice, Happiness and Spaghetti Sauce , Malcolm Gladwell talked about cluster analysis in marketing and helped to popularize the notion that marketing SHOULD be personalized. From a Wince to Delight.

2004 98

2004 Loyalty 2021 Customers 98

LiveChat

JULY 10, 2015

In 2004 it started the “Real Beauty” campaign. By 2004 Dove was just one of many skin care product companies. By spreading awareness about your brand’s values, actions and beliefs, you can let these people to identify with it and be loyal to it. A great example of a brand that benefited from sharing its values is Dove.

Loyalty 74

Loyalty Loyalty Programs 2004 Airlines 74

InteractionMetrics

JUNE 10, 2021

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. Objectivity is the standard. Nuanced analysis wins. The goal continues to be to help clients understand the customer experience deeply so they can grow customer loyalty.

Metrics 52

Metrics Interaction Brands 2004 52

Provide Support

MARCH 20, 2018

Although AI is yet to take over our lives in a formidable way, as projected in 2004 blockbuster movie- I, Robot , the technology is certainly pervasive. A decade ago, our familiarity of AI was only restricted to the silver screen. But today, the scenario has changed completely.

2004 53

2004 2003 Customer Experience Insurance 53

Team Support

SEPTEMBER 14, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. About ServiceXRG Service Excellence Research Group (ServiceXRG) helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

B2B 81

B2B 2004 Customer Retention Download 81

Retently

JULY 28, 2023

If we are to look at the available research, we’d see that – back in 2004 – Forrester Research did a report that showcased how important a more centralized approach to the customer experience is. Yet, t he term Chief Experience Officer is relatively recent compared to a similar role – the Chief Customer Officer (CCO).

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Customer Enthusiast

MAY 27, 2015

It was in Salt Lake City, Utah in 2004. Given an average class size of 12, delivering two presentations each (of which I evaluated half), a couple of quick calculations suggest that I observed 480 presentations totaling 72 hours. Today (perhaps nine years removed from my last class), of those presentations, I can vividly recall exactly one.

Presentation 83

Presentation 2004 Books Definition 83

Team Support

SEPTEMBER 8, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. About ServiceXRG Service Excellence Research Group (ServiceXRG) helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

B2B 64

B2B 2004 Download Customer Expectations 64

QuestionPro Audience

JUNE 11, 2022

The sample was drawn from official voter files from the Board of Canvassers in Michigan and included voters who were eligible to vote but did not cast a ballot in 2004.

Engagement 78

Engagement 2004 2017 2018 78

Michelli Experience

MARCH 2, 2016

Having worked with Starbucks since 2004, as I began my journey to my first of two books about them ( The Starbucks Experience and later Leading the Starbucks Way ), friends and colleagues are quick to contact me whenever Starbucks makes the news. That goes for both good and bad news!

Loyalty Programs 45

Loyalty Programs Loyalty 2004 Rewards Programs 45

Avaya

JANUARY 24, 2018

An original MiFID was enacted in 2004, prior to the 2008 global financial crisis. The first fine for non-compliance of the 2004 MiFID directive was given out to Barclays for inaccurate transaction reporting. Ad hoc changes were made by individual countries to address issues that resulted from the crisis. Barclays’ fines totaled £2.45

2004 46

2004 White Paper 2008 2006 46

ShepHyken

JANUARY 31, 2020

Millennials (also called Gen Y)- born in between 1982 and 2004. Marketing and communications expert Kelly McDonald provided some guidelines in her book, Crafting the Customer Experience for People Not Like You, so that readers could gain a better general understanding of each generation. Matures- born before 1945.

Customer Service 90

Customer Service Social Media 2004 2005 90

ReviewTrackers

DECEMBER 4, 2018

Founded in 2004, it has also become one of the top digital platforms for businesses looking to improve their online reputation, enhance their search engine visibility, engage with potential and existing customers, and drive more people to their business locations. Facts and Figures About Yelp.

Advertising 84

Advertising 2004 2018 Automotive 84

ReviewTrackers

JANUARY 1, 2018

Founded in 2004, San Francisco-based Yelp has collected approximately 102 million crowd-sourced reviews of businesses in a wide range of categories — from restaurants and hotels to dentists, boutiques, and mechanics. Launched in 2004, RateMDs has since collected over 2 million doctor ratings and reviews. General Review Sites.

Automotive 109

Automotive 2004 Travel Hotels 109

Avaya

JANUARY 26, 2018

This EU legislation serves as a much-needed upgrade from the original MiFID, enacted in 2004, and addresses key issues that resulted from the 2008 global financial crisis. Under the 2004 MiFID directive, there was no mandatory requirement to record communications involving client orders. Recording Regulations: Raising the Bar.

2004 51

2004 White Paper Financial 2008 51

ReviewTrackers

SEPTEMBER 1, 2020

Founded in 2004, it has also become one of the top digital platforms for businesses looking to improve their online reputation, enhance their search engine visibility, engage with potential and existing customers, and drive more people to their business locations. Facts and Figures About Yelp.

Advertising 81

Advertising 2004 2018 Automotive 81

Magellan Solutions

FEBRUARY 28, 2017

Say what you want about millennials – the smartphone-toting, selfie-taking generation born between 1982 and 2004 – but there’s no denying their power as consumers. They carry an estimated $200 billion in annual buying power, and by 2025, they will comprise 75 percent of the U.S.

Call Center 61

Call Center Omnichannel 2004 2025 61

ShepHyken

JULY 28, 2017

Back in 2004, Blockbuster had 60,000 employees, 9,000 stores and appeared invincible. Would you or your parents drive to your neighborhood Blockbuster store, hoping to get a copy of the latest movie release before they would all be rented? In fact, at one point, a new store was becoming a Blockbuster every 24 hours.

Blog 83

Blog 2004 2006 Retail 83

Michel Falcon Experience

APRIL 23, 2019

The story: One of their members (their terminology for customers) who had been a member of theirs since 2004, recently had something happen that impacted him and had nothing to do with banking or finance. If you like what you read, please consider sharing this on social media and with your team. CBC Federal Credit Union.

Customer Experience 95

Customer Experience Customer Service Net Promoter Score Workshop 95

ChurnZero

JUNE 2, 2021

Salesforce started it and they went public in 2004. The reason we got to an ARR multiple in the first place is that most SaaS companies were actually unprofitable, whether they were cash flow positive or not. Because they would do annual upfront contracts. They amortize the revenue 1/12 th every month.

B2B 98

B2B Webinar 2004 2020 98

ShepHyken

JANUARY 31, 2020

Millennials (also called Gen Y)- born in between 1982 and 2004. Marketing and communications expert Kelly McDonald provided some guidelines in her book, Crafting the Customer Experience for People Not Like You, so that readers could gain a better general understanding of each generation. Matures- born before 1945.

Customer Service 82

Customer Service Social Media 2004 2005 82

Clicktools

JANUARY 6, 2017

Your customers born between 1982 and 2004 is now about 25% of the total population. Practice these tips and you’ll be ahead of the game, right out of the gate. Mind the millennials. Keep your eye on this demographic. Your feedback and CX efforts must be geared to meet the expectations of this tech savvy and attention-limited group.

2017 58

2017 Multi-Channel 2004 Feedback 58