Optimove

AUGUST 4, 2021

In a recent CommerceNext survey of CMOs, “Retention/Loyalty Marketing” was named the area where marketing leaders are looking to increase their investment the most. So we ran comprehensive research, took a deep dive into the numbers, and resurfaced with a clear conclusion that all these marketing folks?

2004 98

2004 Loyalty 2021 Customers 98

Team Support

JANUARY 12, 2021

Nearly a third (30% to be exact) of technology companies have come to market with, or moved exclusively to, a subscription licensing model. Support organizations must prepare to scale to meet growing demand as they are increasingly called upon to participate in success-related activities. The Subscription Effect.

B2B 86

B2B 2004 2021 Download 86

SurveySensum

SEPTEMBER 2, 2024

Attention Measurement Did you know the average attention on screen has decreased by 69% since 2004? The main objective of the attention-marketing approach is to increase the effectiveness of advertising. AI in Communications Personalization is an essential element of marketing strategy.

2024 52

2024 Advertising Retail 2004 52

Retently

JULY 28, 2023

The CXO’s influence reaches across call centers, marketing, sales, billing, customer support, and other areas where a customer-centric approach is necessary. According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO. Over the years, the CCO position received more and more recognition.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Think Customers

NOVEMBER 2, 2014

Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights the individuals responsible for game-changing customer-focused strategies-- a truly unique event that honors the leaders who create innovative change in their organizations. 1to1Media.com/weblog.

2014 70

2014 2004 Events Loyalty 70

Win the Customer

MARCH 8, 2017

More recently, Old Navy has revisited this marketing strategy with ads featuring 80s celebrities such as Chevy Chase, Saturday Night Live’s Superfans and the Superfans’ idol, Bears Coach Mike Ditka. Another way brands can connect with consumer emotions is by appealing to values shared by the company’s target market.

Brands 118

Brands Customer Experience 2004 2008 118

Magellan Solutions

NOVEMBER 7, 2023

billion market worth in 2019? They first delegated their technical support in India as early as 2004. The most common outsourced expert assistance is in legal services , accounting and finance, health care, market research and data analysis, human resources, etc. Outsourcing is becoming a trend in the business world right now.

Call Center 52

Call Center 2004 Competitive Advantage Financial 52

Avaya

JANUARY 24, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. An original MiFID was enacted in 2004, prior to the 2008 global financial crisis.

2004 46

2004 White Paper 2008 2006 46

Alida

APRIL 7, 2016

Even the venerable Pew Research has seen its response rate plummet from 36 percent in 1997 to only nine percent in 2004. Unfortunately, most ad-hoc survey software in the marketing technology landscape are not up to these tasks. Customer annoyance towards surveys and, as a further consequence, declining response rates.

2004 169

2004 Download Customers Engagement 169

CSM Magazine

NOVEMBER 26, 2020

“We are excited to be supporting the team at Localz as they continue to deliver innovative products to the retail and field services markets. Since 2004, we’ve been targeting this Triple Point in areas like infrastructure, energy efficiency and social housing, unlocking investment opportunities that make a difference.

2004 52

2004 Retail 2013 Customer Centricity 52

BirdEye

JANUARY 11, 2023

We’ll cover topics such as best practices for using social media marketing, content ideas, staying safe on social networks, and more. Its simple interface makes it incredibly user-friendly and features like Facebook Business Manager help businesses optimize the platform for advertising and marketing.

Social Media 98

Social Media Multi-Channel Advertising 2002 98

Forrester's Customer Insights

AUGUST 19, 2024

For those of you interested in doing a little “now and then” analysis, you’ll want to find the 2004 version of this […] This makes what I believe is the 15th time I’ve authored the wave evaluation of this vendor category!

2004 36

2004 Innovation 2024 Marketing 36

Interactions

OCTOBER 17, 2019

“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. It allows for the most seamless customer experience and performs like your best agent by engaging in effortless and productive conversations.

Interaction 48

Interaction 2004 Customer Care 2020 48

ShepHyken

JANUARY 31, 2020

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. 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 114

Customer Service Social Media 2004 2005 114

Optimove

AUGUST 15, 2019

The phenomenon, known as the Paradox of Choice, was coined in 2004 by American psychologist Barry Schwartz, and was first discovered in the early 2000s as part of a now famous study focusing on jam. Almost 20 years later, we marketers rely on personalization to neutralize the paradox’s effects on our customers.

2004 65

2004 Travel Presentation Technology 65

Avaya

JANUARY 26, 2018

The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 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.

2004 51

2004 White Paper Financial 2008 51

CSM Magazine

JANUARY 22, 2020

We’re thrilled to be an official QuandaGo Global Partner to deliver this world-class CX solution to the market,” said David Aldworth, President and Chief Executive Officer, Teliax. 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

ShepHyken

JANUARY 31, 2020

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. 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 107

Customer Service Social Media 2004 2005 107

ChurnZero

JUNE 2, 2021

An overview of the current B2B SaaS market and valuation drivers. Q: What do you predict the SaaS market will be like in the next 12 months? A [Rob]: That’s more of a question for the earlier stage investing in the public market. Salesforce started it and they went public in 2004. Q&A Recap. Growth is king.

B2B 98

B2B Webinar 2004 2020 98

Team Support

NOVEMBER 10, 2020

Based on that,] establish a defined road map of future program enhancements driven by product road map and market needs. Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. Conduct ongoing reviews of service program use and effectiveness.

2004 59

2004 B2B Download Sales 59

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. This area is marketing’s job. Once you submit, we compare your answers against what we know about the market and send you a free personalized report about where your organization is today.

Net Promoter Score 155

Net Promoter Score 2004 2007 Insurance 155

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. Today, we're a big company with a $7 billion market valuation, but we’re small in the sense we only have about 350 employees, which is mind blowing.

Culture 52

Culture E Commerce 2004 E-support 52

Horizon CX

MARCH 1, 2021

The head of sales and marketing and the head of services aligned with all the reasons why Customer Satisfaction and Loyalty had to be the company’s number one operating pillar. In 2004, D. Marketing – HorizonCX, LLC. The issue at hand was the conflict that debated the company priority: Customer Satisfaction or quarterly numbers.

ROI 52

ROI Return on Investment 2004 Financial 52

LoyaltyPlus

MAY 30, 2018

Groundbreaking revenue generating programme, first introduced in 1998, has adapted to local market conditions to ensure 20 years of business-building benefit to commercial farmers. AgriBonus became fully self-sustainable in 2002 and generated an annual profit from 2004. LoyaltyPlus’ refined AgriBonus helps SA’s agriculture flourish.

2002 72

2002 2004 2012 Government 72

ShepHyken

JULY 28, 2017

Back in 2004, Blockbuster had 60,000 employees, 9,000 stores and appeared invincible. Another example: BlackBerry dominated the business smartphone market. 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?

Blog 81

Blog 2004 2006 Retail 81

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

InteractionMetrics

JUNE 19, 2023

More often, they oversee operational issues or marketing, but not the whole enchilada. Founded in 2004, Stanford University’s Hasso Plattner Institute of Design broke down Design Thinking into five distinct phases: Empathize : Understand your customer. But they should. ” writes Rafał Warniełło. Walk in their shoes.

Loyalty 52

Loyalty Net Promoter Score Touchpoint E Commerce 52

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. With these findings in mind, how do you provide this market segment multichannel customer service ?

Call Center 61

Call Center Omnichannel 2004 Social Media 61

BirdEye

MAY 19, 2023

By efficiently using and constantly improving its customer feedback loop, Amazon has been able to claim 50% of the eCommerce market in the U.S. In fact, Google.com is the world’s most visited website and enjoys over 90% of the search engine market share. And Amazon reviews are widely considered the most trustworthy.

Feedback 52

Feedback Net Promoter Score 2004 Social Media 52

ReviewTrackers

JANUARY 1, 2018

What business owners and marketing executives must realize is that online reviews and ratings are a major factor in shaping their brand reputation. According to World Travel Market, TripAdvisor ranks ahead of personal recommendations, tourist board websites, and guidebooks as the most trusted source for travel planning.

Automotive 109

Automotive 2004 Travel Hotels 109

ijgolding

MARCH 20, 2018

I started EarlyBridge in 2004. Then I was with KPMG for a few years in the Netherlands before I started my own company in 2004. What have you observed about the advancement of CX in the markets you operate in? It’s shocking to me still sometimes how far removed we are from being able to look through the eyes of our customers.

Culture 61

Culture 2004 Customer Journey Mapping Customer Centricity 61

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. Surely the manager of the aforementioned market won’t leave you facing umpteen brands of shaving foam to muddle through on your own. They don’t.

CEM 121

CEM 2004 Books Retail 121

ProProfs Chat

SEPTEMBER 20, 2019

So while companies have large target markets, they also have more competition for the information they want. Like the rest of the market, surveys too have come a long way from paper surveys handed out to each customer exiting a shop. Invented in 2004, NPS was called the “the one question you’ll ever need.” Brand Awareness Rate.

Net Promoter Score 56

Net Promoter Score 2004 NPS Customer Satisfaction 56

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. Notice how we included our marketing team, employees who typically aren’t customer-facing. CBC Federal Credit Union.

Customer Experience 95

Customer Experience Customer Service Net Promoter Score Workshop 95

Clicktools

JANUARY 6, 2017

What trends will emerge to become the buzz of marketing campaigns, the talk tracks of service and support departments, and the hashtag du jour? Your customers born between 1982 and 2004 is now about 25% of the total population. Here are five topics likely to headline 2017. Mind the millennials. Keep your eye on this demographic.

2017 58

2017 Multi-Channel 2004 Feedback 58

LiveChat

JULY 10, 2015

If your product is lacking quality, even the best marketing team in the world won’t help you to keep your customers. For many marketers AAdvantage seems to be too perfect to be working. In 2004 it started the “Real Beauty” campaign. By 2004 Dove was just one of many skin care product companies.

Loyalty 77

Loyalty 2004 Loyalty Programs Airlines 77

LiveChat

JULY 10, 2015

If your product is lacking quality, even the best marketing team in the world won’t help you to keep your customers. For many marketers AAdvantage seems to be too perfect to be working. In 2004 it started the “Real Beauty” campaign. By 2004 Dove was just one of many skin care product companies.

Loyalty 74

Loyalty 2004 Loyalty Programs Airlines 74