ijgolding

MAY 20, 2015

Today I am sharing a story about a company that has had an overt Customer Centric culture for many years. Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. Power and Associates as highest in customer satisfaction for rental car companies at or near airports.

Net Promoter Score 97

Net Promoter Score 2007 2014 2015 97

Service Untitled

DECEMBER 5, 2012

I heard the term “social vampire” in 2005 when it referred to a person who more or less attached them self to someone and piled on attention until they felt that the person they were endowing with excessive flattery liked them in return. Will customers lie?

Social Media 74

Social Media Customer Service 2005 2011 74

Comm100

FEBRUARY 13, 2018

The ugly truth is that beyond meeting customer expectations, delighting customers has a minimal impact on loyalty. In fact, customers are more likely to punish a company for poor service than they are willing to patronize a business because of exceptional service. In 2005, Bain & Company surveyed 362 firms.

Call Center 53

Call Center 2005 Social Media Loyalty 53

InteractionMetrics

JANUARY 22, 2016

And yet, many of these same companies claim that customer service is one of their core strengths. If you want to make strides and get a strong ROI on your customer service, you must exceed customers’ expectations. But why settle for adequate?

Customer Service 40

Customer Service 2005 ROI Social Media 40

CX Journey

JANUARY 30, 2019

Do you know all of the building blocks of a customer experience transformation strategy? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. I've mentioned the CX Perception Gap before, right?

Customer Experience 60

Customer Experience 2005 Metrics Customers 60

ProProfs Chat

DECEMBER 23, 2019

While your brand goals may be to create and manage customer expectations from the business, your customer experience strategy should typically plan to meet or exceed customer expectations. However, to exceed customer expectations, you should first learn what they are in the first place.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

LiveChat

APRIL 3, 2017

Build what your customers are telling you they want. When Amazon launched Prime in 2005, it was an unproven concept that many thought would end in failure. Deliver more value than your customers expect. Here are 10 top business lessons small businesses can learn from Amazon.

E Commerce 51

E Commerce 2005 E-support 2006 51

CX Journey

JANUARY 2, 2019

I summarize some of the findings of a Sitecore/Avanade report that outlines the clear benefits of focusing on the customer and on improving the customer experience. It states that 80% of executives believe that they are delivering a superior customer experience, while only 8% of customer agree. Williams.

2018 37

2018 2005 2019 ROI 37

SurveySensum

SEPTEMBER 8, 2023

These benchmarks can vary across industries due to differences in customer expectations and competitive dynamics. NPS drives revenue growth: In 2005, the London School of Economics conducted a study on customer advocacy as business growth. But the relationship is stronger in some industries than in others.

NPS 52

NPS ROI Social Media Banking 52

Kerry Bodine

APRIL 30, 2019

Here are a few of the key events: April 2005: YouTube launched. Customers’ expectations increased — and not just for their phone experiences, but for every interaction regardless of channel. So, when did companies start caring about customer experience? Event #2: Social media went mainstream.

Events 18

Events 2006 Net Promoter Score 2007 18

Kerry Bodine

APRIL 30, 2019

Here are a few of the key events: April 2005: YouTube launched. Customers’ expectations increased — and not just for their phone experiences, but for every interaction regardless of channel. So, when did companies start caring about customer experience? Event #2: Social media went mainstream.

Events 59

Events 2006 Net Promoter Score 2007 59

Kerry Bodine

APRIL 30, 2019

Here are a few of the key events: April 2005: YouTube launched. Customers’ expectations increased — and not just for their phone experiences, but for every interaction regardless of channel. So, when did companies start caring about customer experience? Event #2: Social media went mainstream.

Events 59

Events 2006 Net Promoter Score 2007 59

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Who is doing this right? You guessed it) Amazon.

Exceptional Customer Service 45

Exceptional Customer Service 2018 Customer Service Hotels 45

inmoment

MARCH 9, 2020

Now customers expect even more. If we step back and consider the complexity that leaders must navigate, we might be standing in a spot that is analogous to where we stood as a society with respect to the quality movement in 1985, the mobile phone in 1995, or cloud computing circa 2005.

Customer Experience 52

Customer Experience Hotels Leadership Social Media 52

C Space

SEPTEMBER 11, 2019

In the face of rapidly shifting customer expectations, it can be hard for brands to maintain relevance. A leader in the consulting world for more than 20 years, Charles has a successful track record of reinventing companies, brands, and experiences through co-creation and collaboration with customers. Charles Trevail.

Brands 40

Brands Competitive Advantage Customer Centricity 2005 40

CSM Magazine

SEPTEMBER 23, 2024

The problem I see is that too many companies are thinking technology first and customer second, and that’s always a mistake. It’s no secret that customer experience is suffering, and it’s not for lack of spending. How did we get here? However, technology can’t do this on its own.

Technology 52

Technology 2005 Poor Customer Service 2024 52