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. Because according to research, 8 in 10 consumers are willing to pay more for a better service.

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center 2004 122

Optimove

AUGUST 4, 2021

So, would presenting a different offer to small groups of consumers with similar attributes generate more uplift than sending the same offer to all consumers? So we ran comprehensive research, took a deep dive into the numbers, and resurfaced with a clear conclusion that all these marketing folks? They’re on to something!

2004 98

2004 Loyalty 2021 Customers 98

ReviewTrackers

DECEMBER 4, 2018

Yelp is one of today’s most popular online review sites, with the unique power to influence purchase decisions and consumer behavior. Consumers often check Yelp. According to the 2018 Online Reviews Survey by ReviewTrackers, approximately 45 percent of consumers say they are likely to check reviews on Yelp before visiting a business.

Advertising 84

Advertising 2004 2018 Automotive 84

ReviewTrackers

JANUARY 1, 2018

But the point is this: online reviews and ratings heavily influence consumers’ purchase decisions. According to Cone Communications, 4 in 5 consumers will reverse a purchase decision after reading negative reviews. General Review Sites. Automotive Review Sites. Managing an automotive business?

Automotive 109

Automotive 2004 Travel Hotels 109

ReviewTrackers

SEPTEMBER 1, 2020

Yelp is one of today’s most popular online review sites, with the unique power to influence purchase decisions and consumer behavior. Consumers often check Yelp. According to the 2018 Online Reviews Survey by ReviewTrackers, approximately 45 percent of consumers say they are likely to check reviews on Yelp before visiting a business.

Advertising 81

Advertising 2004 2018 Automotive 81

ShepHyken

JANUARY 31, 2020

Millennials (also called Gen Y)- born in between 1982 and 2004. Often described as “traditionalists,” this consumer age group combines two generations—the “Greatest Generation,” also known as the GI generation, born in 1924 or earlier, and the “Silent Generation,” composed of individuals born in 1925–1945.

Customer Service 88

Customer Service Social Media 2004 2005 88

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 Social Media 61

ShepHyken

JANUARY 31, 2020

Millennials (also called Gen Y)- born in between 1982 and 2004. Often described as “traditionalists,” this consumer age group combines two generations—the “Greatest Generation,” also known as the GI generation, born in 1924 or earlier, and the “Silent Generation,” composed of individuals born in 1925–1945.

Customer Service 82

Customer Service Social Media 2004 2005 82

Bob Hayes

MARCH 28, 2015

.” While the number of searches for “big data” and “analytics” has increased, the number of searches of “statistics” has decreased steadily since 2004. Knowledge of Statistics Needed for Both Analysts and Consumers. Summary and Major Trends. Statistics is the science of learning from data.

2014 111

2014 2004 2009 2012 111

Avaya

JANUARY 24, 2018

Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers. An original MiFID was enacted in 2004, prior to the 2008 global financial crisis. Ad hoc changes were made by individual countries to address issues that resulted from the crisis.

2004 46

2004 White Paper 2008 2006 46

ChurnZero

JUNE 2, 2021

Salesforce started it and they went public in 2004. Even consumer (B2C) operates very differently. 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. Rarely are folks doing both.

B2B 98

B2B Webinar 2004 2020 98

Kayako

FEBRUARY 18, 2016

We’re all consumers. He tells a story about the 2004 Olympic diving final. In turn that will make a customer for life, rather than a sale for the quarter, eminently more likely. What the service recovery paradox means to your business.

2004 71

2004 Webinar Sales Events 71

Retently

OCTOBER 19, 2018

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. To make the customer truly feel valuable to the brand, the Chief Customer Officer unifies the way all employees view consumers.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Call Center 2004 80

BirdEye

JANUARY 11, 2023

This was followed by Friendster in 2002, Myspace in 2003, and then the launch of Facebook in 2004. Individuals use social media to stay connected with friends and family, share content, and consume news. Virtually everyone uses social media in some capacity, whether it’s for personal use or for business purposes.

Social Media 98

Social Media Multi-Channel Advertising 2002 98

ReviewTrackers

APRIL 17, 2019

68 percent of restaurant owners in the US actively monitor and manage reviews on multiple review sites, and 57 percent of consumers say they will avoid a business that has negative reviews and ratings. Founded in October 2004 in San Francisco, California, Yelp is the go-to site for diners looking to discover great places to eat.

2004 94

2004 Hotels 2011 Travel 94

CSM Magazine

JANUARY 22, 2020

QuandaGo manages more than 100 million interactions for customers in the retail, services, utilities, direct-to-consumer, financial services, and communications industries. Founded in 2004, Denver, CO-based Teliax is a global leader in innovative voice connectivity and communications platforms. About Teliax.

Contact Center 52

Contact Center 2004 Omnichannel Innovation 52

CSM Magazine

JULY 14, 2020

According to UK Finance, card payments accounted for half (51%) of all payments in the UK in 2019 while consumer use of credit cards rose by 7% to 3.3 Fortunately, these trends in payment habits have proved invaluable during lockdown when record numbers of consumers rely on debit or credit cards to pay for essential shopping.

E Commerce 52

E Commerce 2004 2019 Customer Confidence 52

CSM Magazine

OCTOBER 9, 2019

These varied services have one thing in common: they directly impact the consumer experience. Established in 2004, OmniServ employs over 5000 staff delivering ‘Legendary Service’ across a wide portfolio of aviation services. This includes the top 30 airports within the USA and 15 airports within the UK.

2004 45

2004 Airlines Definition Hotels 45

LiveChat

JANUARY 20, 2017

Facebook was invented in 2004, and although it was just a network back then, many businesses adopted it as an additional customer support channel. Time has become one of the most valuable assets in consumers’ life, so they highly appreciate those brands which let them save it. Same thing happened with social media channels.

Customer Service 62

Customer Service Customer Experience Social Media 2004 62

Feedbackly

SEPTEMBER 26, 2018

Looking at Google’s search trends since 2004, we can see a steady increase in search popularity with a slight exponential curve – indicating that the interest will continue to grow more every year. Consumer Expectations. For good reason too. And companies are taking note. Popularity of Customer Experience.

Customer Experience 56

Customer Experience Social Media Feedback 2004 56

SurveySensum

SEPTEMBER 2, 2024

Attention Measurement Did you know the average attention on screen has decreased by 69% since 2004? A Customer Data Platform (CDP) can also become a substitute for cookies as it organizes information about consumers from different sources into single unified profiles.

2024 52

2024 Advertising Retail 2004 52

Amity

MARCH 26, 2018

In 2004, Salesforce came up with the Customer for Life program, and set the foundation for all of the reasons we are so focused on Customer Success today. They put the program in place to retain their customers, prevent revenue churn, and maximize their upselling revenue capabilities. Manually Managing Every Task.

Customer Success 83

Customer Success 2004 Customers Sales 83

Service Untitled

NOVEMBER 29, 2010

The study was fielded in July and August and used 3,401 consumers applying for new mortgages, and on a satisfaction scale of 1000, Bank of America scored 676; best scored Quicken Loans was 150 points more. Consumers were measured in four different areas: 1. Application and approval. Loan officer/Mortgage broker.

Banking 42

Banking Customer Satisfaction 2004 2009 42

InteractionMetrics

JUNE 19, 2023

A killer product alone is never sufficient to retain customers, and studies have found that up to 86 percent of consumers will stop shopping with a company due to just two poor customer experiences. [i] Test : End where you started: with the consumers. i] In this way, having a customer experience czar makes a whole lot of sense.

Loyalty 52

Loyalty Net Promoter Score Touchpoint E Commerce 52

InteractionMetrics

JULY 21, 2020

I founded Interaction Metrics in 2004 because I felt like companies weren’t listening. For example, the 2020 Rage Customer Rage study found that 66% of consumers had experienced a problem with a product or service; that’s up from 56% in 2017. Simple requests were rewarded by silence.

2004 52

2004 NPS 2020 Feedback 52

West Monroe

SEPTEMBER 4, 2023

We think of ourselves as the OG digital disruptor because we started premium cosmetics for $1 back in 2004, when e-commerce wasn’t nearly as popular as it is today. I’d love for you to share your origin story and how you managed to keep the same sensibility over all these years.

Culture 52

Culture E Commerce 2004 E-support 52

CX Ahead

FEBRUARY 27, 2018

They understood there was a desire for consumers not to be house-bound to play games. The Nintendo DS launched in 2004 as a device with two complementary screens, one of which is a touchscreen (three years before the iPhone).

2006 52

2006 Entertainment Customer Centricity 2004 52

BirdEye

MAY 19, 2023

Builds trust Consumer trust is essential to growing your business. By demonstrating that you care and act upon feedback, consumers are more likely to trust that you stand behind your product and are willing to resolve issues. Clear objectives will motivate your employees while achieving goals will improve their morale.

Feedback 52

Feedback Net Promoter Score 2004 Social Media 52

COPC

SEPTEMBER 9, 2019

We want to focus on the value of customers, boost their service experience and provide safe, easy and transparent services to consumers, small businesses and micro businesses. We eventually want to enhance mass financial education for consumers in China and help more people enjoy better, equitable service.

Financial 40

Financial 2004 Customer Satisfaction Innovation 40

Currency Alliance

OCTOBER 11, 2018

The Resolution Foundation, a UK-based research organization, recently published data showing that 11% of the market for “hotels and similar accommodation” was owned by the top 5 brands in the sector in 2016; a drop of three percentage points from 2004[i]. A lack of consumer preference for advance booking.

Hotels 40

Hotels Hospitality Loyalty Travel 40

COPC

SEPTEMBER 5, 2019

We also realised that consumers in China are very keen to adopt technology-empowered customer service. Rather than just using the traditional assisted channels (such as person-to-person contact centres), Chinese consumers are willing to search for resolution via unassisted channels.

Financial 40

Financial 2004 2014 Innovation 40

COPC

SEPTEMBER 4, 2019

We also realised that consumers in China are very keen to adopt technology-empowered customer service. Rather than just using the traditional assisted channels (such as person-to-person contact centres), Chinese consumers are willing to search for resolution via unassisted channels.

Financial 40

Financial 2004 2014 Innovation 40

ReviewTrackers

JULY 30, 2019

68 percent of restaurant owners in the US actively monitor and manage reviews on multiple review sites, and 57 percent of consumers say they will avoid a business that has negative reviews and ratings. Founded in October 2004 in San Francisco, California, Yelp is the go-to site for diners looking to discover great places to eat.

2004 63

2004 Hotels 2011 Travel 63

Magellan Solutions

MARCH 4, 2020

Complainants stressed that AMEX violated the Right to Financial Privacy Act and Consumer Protection Act. Support for small-business and consumer accounts only remained in India. In 2004, Telstra earned the ire of the government and trade unions. It’s retail banking operations include mortgages, consumer loans, and credit cards.

E Commerce 64

E Commerce E-support Call Center Government 64

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. She has served clients as an independent consulting partner since 2004. He regularly contributes topical posts on digital media and consumer experience for sites like brandwatch.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Responsetek

MAY 4, 2018

Have you ever walked into a supermarket to buy a new product, something you haven’t consumed before and stood in front of the aisle, caught in a paralysis of knowing which choice to make given the multiple brands and variants you are faced with? He argues that eliminating consumer choice can greatly reduce anxiety for shoppers.

CEM 40

CEM 2004 Consumers Presentation 40

CSM Magazine

OCTOBER 11, 2019

When it comes to customer service, the most obvious area where trust comes into play is the relationship between the service provider and the consumer – or, in the case of the air travel industry, between airline and passenger. Trust: Building brand reputation and trust by delivering on promises.

Customer Service 40

Customer Service Airlines 2004 2018 40