InMoment XI

JUNE 25, 2013

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

Effort Score 170

Effort Score 2008 Metrics NPS 170

ShepHyken

OCTOBER 11, 2019

To give you a sense of the speed of changing customer preferences, I will harken back to 2008 when McGraw-Hill published my book The New Gold Standard 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company.

Blog 101

Blog Technology 2008 Customer Experience 101

CSM Magazine

OCTOBER 6, 2022

” Founded in 2008, 60K provides CXM services to leading U.K., Founded in 2008, 60K operates in the CXM business, representing brands across major industries including media and entertainment, digital commerce and retail, travel, financial services, and insurtech. I am pleased to now entrust 60K to Rajesh and the ResultsCX team.

2008 52

2008 Entertainment Multi-Channel Telecommunications 52

InMoment XI

JUNE 25, 2013

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

Effort Score 150

Effort Score 2008 Metrics NPS 150

InMoment XI

JUNE 25, 2013

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

Effort Score 150

Effort Score 2008 Metrics NPS 150

Experience Matters

DECEMBER 31, 2014

Free eBook: The 6 Laws Of Customer Experience (2008). Don’t Confuse Customer Service With Customer Experience (2009). Five Questions That Drive Customer Journey Thinking. Free eBook: People-Centric Experience Design. Infographic: The Six Laws of Customer Experience. LEGO’s Building Block For Good Experiences (2009).

2014 101

2014 Net Promoter Score 2009 2008 101

ShepHyken

APRIL 14, 2020

He founded the company during the 2008 recession to help companies worldwide restructure to a remote workspace. You owe it to them to communicate at a much higher frequency and much more empathetically than you ever have before.”. About: Daniel Ramsey is the founder and CEO of MyOutDesk , a virtual assistant company.

2008 122

2008 Communication Connections Loyalty 122

Daniel Group

SEPTEMBER 23, 2021

So, for some context, I joined Holt in 2008, January of 2008. ” Back then in 2008, we did some studies and we quickly came to the realization that the large customers, fantastic. What were management key objectives for getting into CX and getting this program going back then? Edward Craner (01:58): You bet.

Net Promoter Score 98

Net Promoter Score 2008 Social Media 2007 98

Gainsight

NOVEMBER 20, 2024

Beyond the Forum: Creating a Community That Empowers Let’s be real: Communities, at least in their 2008 form, have always felt like a check-the-box thing thrown up to deflect a few tickets and save a few bucks. Let’s take a closer look at the self-service transformation and what it means for the future.

Measurement 40

Measurement Webinar 2008 Metrics 40

Storyminers

AUGUST 20, 2020

Between 2008 and 2009, Apple jumped 32 places on the Fortune 500 list as its capitalization increased from $157 billion to $184 billion. Data for Kroger’s revenue per square foot is from 2008. 475 $611 $930 $2,666 $4,032. billion, or $1.82 per diluted share.

2009 105

2009 2008 2006 Retail 105

Customer Bliss

AUGUST 3, 2017

There’s been tons of research on the connection between emotions and customer experience/marketing, including this work from Northwestern in 2008. .” This certainly makes sense to me.

Customer Experience 236

Customer Experience 2008 2017 2016 236

The DiJulius Group

MARCH 4, 2021

Ten years later, it was bought by Amazon for $1 billion during one of the worst economic recessions back in 2008-2009. Zappos started out in a living room with the original goal to get people to buy shoes online. How did Tony Hsieh take an unthinkable business model and turned it into a billion-dollar business? Read Full Article.

2009 52

2009 2008 Customer Experience Article 52

ShepHyken

NOVEMBER 29, 2016

In 2008, Nate and his business partner recognized an opportunity in the outsourced customer service space for a company that prioritized exceptional customer service above anything else. Nate Spears co-founded ClearSource , a provider of outsourced business services.

Exceptional Customer Service 129

Exceptional Customer Service 2008 Banking Customer Service 129

Customer Bliss

JULY 18, 2017

Brian Lillie joined Equinix in August 2008 and has been focused on building business value through strategic and innovative product development and information technology initiatives. I wanted to learn more about that transition, his background, and how he built out the new role. That’s this episode. About Brian.

Chief Customer Officer 131

Chief Customer Officer Information 2008 Customer Care 131

OpinionLab

MARCH 8, 2016

I’ll always remember a session at an Advertising Research Foundation conference in 2008 delivered to an audience of consumer research professionals in New York City. So how do you find out what your customers want? How do you empower them to provide you with this invaluable information? The presenter was Kim Dedeker from P&G.

Consumers 96

Consumers 2008 2012 Banking 96

Clarivate

AUGUST 17, 2022

Dr. Grace Lomax, who co-founded Patient Connect with her sister in 2008, came up with the idea for the solution when she started asking patients in her clinic what information they wanted when and how. Neville Hobson [Host]: You founded Patient Connect together with your sister Zoe Barker in 2008.

Healthcare 52

Healthcare 2008 2030 Connections 52

Forrester's Customer Insights

DECEMBER 15, 2020

It was sometime in 2008, and people interested in collaboration and “Enterprise 2.0” I remember the first time I saw a Google Doc. on Twitter were circulating a link to a list of like-minded tech professionals. I clicked on the link, and my jaw dropped. The document looked like it was alive. There were about […].

Document 59

Document 2008 Information Measurement 59

Beyond Philosophy

JULY 19, 2018

Thaler and Sunstein, 2008, 2009). New Haven: Yale University Press, 2008. And … these behavioral tendencies toward doing nothing will be reinforced if the default option comes with some implicit or explicit suggestion that it represents the normal or even the recommended course of action.” < [link] > Thaler, Richard H.,

2008 199

2008 2018 2017 2014 199

CSM Magazine

SEPTEMBER 7, 2022

Founded in 2008 in Cologne, Germany, more than 2,000 businesses worldwide depend on Learnship to boost employee development, improve global collaboration, and increase business impact, including DHL, Rakuten, Mars, and Salesforce. Learnship is a leading provider of online language learning solutions.

Customer Care 52

Customer Care 2008 Social Media Culture 52

Experience Investigators by 360Connext

JULY 20, 2015

There is no case for your 2008 case study. This broken connection can only lead to a huge mess – from derailing the journey of possible clients to attracting applicants you never meant to target. Your site must honestly and respectably reflect your culture without fail. Then why do so many companies keep recycling the same tired, old content?

Online Experience 235

Online Experience 2008 Social Media Consulting 235

CSM Magazine

JUNE 7, 2023

About makepositive makepositive (part of Sabio Group), is a dedicated, multi award-winning (Platinum) Salesforce consulting partner since 2008. To find out more about Quickline, visit www.quickline.co.uk

Wireless 52

Wireless Telecommunications Customer Service 2008 52

Experience Matters

JANUARY 16, 2018

This is an update to the original eBook that was published in 2008. It has been downloaded and read by tens of thousands of people around the world and is likely one of the most-read documents ever published on the topic of customer experience.

2008 0

2008 Customer Experience Government Document 0

CSM Magazine

JANUARY 20, 2021

Founded in 2008, CodeBroker mobile marketing solutions are used by the world’s most recognizable brands and retailers to drive customer acquisition, retention, and loyalty. Drive customer loyalty and retention. Save service reps time handling dissatisfied customers. Drive further business through digital coupons and gift cards.

Customer Service 59

Customer Service 2008 Customer Service Representative Social Media 59

InMoment XI

NOVEMBER 25, 2008

There is a real sense of fear in the banking industry right now, and at the 2008 BAI Retail Delivery Conference and Expo, a conference at which we just exhibited last week, that fear was almost palpable. While in any other year the following statement would have encouraged prospective attendees to pay the registration fee. View Article

2008 150

2008 Banking Leadership Innovation 150

InMoment XI

NOVEMBER 25, 2008

There is a real sense of fear in the banking industry right now, and at the 2008 BAI Retail Delivery Conference and Expo, a conference at which we just exhibited last week, that fear was almost palpable. While in any other year the following statement would have encouraged prospective attendees to pay the registration fee. View Article

2008 150

2008 Banking Leadership Innovation 150

InMoment XI

NOVEMBER 25, 2008

There is a real sense of fear in the banking industry right now, and at the 2008 BAI Retail Delivery Conference and Expo, a conference at which we just exhibited last week, that fear was almost palpable. While in any other year the following statement would have encouraged prospective attendees to pay the registration fee. View Article

2008 150

2008 Banking Leadership Innovation 150

Amity

MAY 5, 2016

— Matthew Pennell (@matthewpennell) February 11, 2008. — ATS Jobs (@atsjobs) June 11, 2008. — Yusuke FUJISAWA (@yusukef) July 3, 2008. — Kissmetrics (@Kissmetrics) December 23, 2008. — Jeff Newfeld (@jeffnew) December 15, 2008. — Markus Angermeier (@kosmar) April 8, 2008.

Net Promoter Score 57

Net Promoter Score 2007 2008 Customer Success 57

CSM Magazine

OCTOBER 1, 2022

Sinch has been profitable and fast-growing since its foundation in 2008. More than 150,000 businesses, including many of the world’s largest companies and mobile operators, use Sinch’s advanced technology platform to engage with their customers. Shares are traded at NASDAQ Stockholm: XSTO:SINCH. Visit us at sinch.com.

2008 52

2008 Omnichannel 2018 Connections 52

Beyond Philosophy

FEBRUARY 21, 2016

Since the financial meltdown of 2008, many have been singled out for charging excessive fees (which is often, as well, a surrogate for service-related issues). Furthermore, in an industry that had relied on customer stability (or at least inertia), large retail banks have seen churn rates of 10%, or more (per J.D. Power annual studies).

Banking 68

Banking 2008 B2C Financial 68

Lumoa

JANUARY 2, 2022

And nothing brings this point home more than what happened in 2008. Amazon’s “put buyer’s first” policy was the headline of a 2008 New York Times article when one of its authors—Joe Nocera—ordered a PlayStation 3 console for his son. They don’t even give you a chance to become a detractor. The problem was, the PS didn’t come.

NPS 78

NPS Net Promoter Score Social Media 2008 78

Team Support

JANUARY 9, 2024

Fun fact: TeamSupport was founded in 2008! At the same time, help desk software became more sophisticated in the mid-2000s, offering integrated solutions for managing customer support tickets, automating workflows, and tracking performance metrics. This period also saw the adoption of customer support ticketing systems.

Technology 59

Technology Call Center Social Media 2007 59

Alida

JULY 19, 2016

Millennials have the sunniest outlook of any generation, despite living through 2008’s Great Recession and facing the threats of climate change. We collected a taste of the report’s most fascinating findings below. The Millennial mood looks good. Thirty-nine percent of Millennials are happy; 30 percent are excited. TWEET THIS STAT ).

Travel 185

Travel 2008 Financial Social Media 185

West Monroe

JUNE 21, 2023

The gravity of the task ahead cannot be understated, and one thing learned from the 2008 Smart Grid Investment Grant (SGIG) awards, preparing for the next steps is critical. Malicious actors online are a constant threat to grid operations.

2008 52

2008 Document Government 2024 52

Michelli Experience

APRIL 24, 2018

Looking Back to 2008. One need only to have looked back to 2008 to have foreshadowed the events of this week. That was 2008! 2008, 2018, 2028…the story will always be the same. In fact, back in 2009, I wrote the following as an excerpt in a free downloadable eBook about Starbucks leadership principles….

2008 40

2008 2028 2009 2018 40

Eptica

FEBRUARY 6, 2019

Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China). Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China).

2008 73

2008 White Paper 2019 Automotive 73

CSM Magazine

APRIL 19, 2023

makepositive , which provides specialist Salesforce consulting and implementation services since 2008, achieved ‘Leader’ status in the ‘Implementation Services for Core Cloud’, ‘Implementation Services for Marketing Automation’ and ‘Managed Application Services’ quadrants.

2008 52

2008 Consulting 2023 Innovation 52

Magellan Solutions

FEBRUARY 14, 2024

Case Study 3: Asian Hospital and Medical Center Asian Hospital, one of the premier hospitals in the Philippines, partnered with Sutherland Global Services in 2008 to outsource their medical billing and coding functions. The partnership enabled significant cost savings and improved process quality.

Call Center 98

Call Center Healthcare Hospitality Insurance 98