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

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

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 130

Exceptional Customer Service 2008 Banking Customer Service 130

Customer Bliss

MAY 10, 2016

Prior to joining the Smithsonian in 2008 Samir was the Executive Director of Noemie LaFrance’s SENS Production in Brooklyn, New York. In addition to working at the Smithsonian Samir dances with Jonah Bokaer and Erica Rebollar, with whom he performs modern & contemporary dance.

Chief Customer Officer 0

Chief Customer Officer 2008 Books Presentation 0

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

InMoment XI

FEBRUARY 2, 2024

Founded in 2008, Hootsuite supports social network integrations for Twitter, Facebook, Instagram, LinkedIn, Pinterest, YouTube, and TikTok. Hootsuite is one of today’s most widely used social media management platforms. It helps the world’s top brands and enterprise organizations manage their social media efforts in one place.

Social Media 221

Social Media Brands Management 2008 221

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

Experience Matters

OCTOBER 17, 2014

My definition of customer experience remains the same as when I introduced it in 2008 : The perception that customers have of their interactions with an organization.

Customer Experience 133

Customer Experience 2008 2011 Definition 133

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 124

2008 Communication Connections Loyalty 124

Beyond Philosophy

DECEMBER 6, 2018

The slogan resurfaced in the 2008 campaign as “It’s the economy, stupid.”. James Carville, political commentator and media personality coined the phrase, “The economy, Stupid,” for Bill Clinton’s 1992 presidential campaign. Carville was talking to the team at the time to help them focus on the key messages for Clinton’s campaign.

ROI 164

ROI Customer Experience 2008 Customers 164

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 105

Blog Technology 2008 Customer Experience 105

GetFeedback

OCTOBER 21, 2019

“We looked at 293 large employers spanning 13 industries, including their average overall Glassdoor rating (on a scale of one to five) and ACSI score (on a scale of zero to 100) annually from 2008 to 2018,” the researchers added.

Customer Experience Management 199

Customer Experience Management Customer Experience Management 2008 199

Customer Bliss

APRIL 11, 2017

While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. Elements that once took six weeks could be finished in four hours now, and it began a career-long focus on transformation and change. He has an MBA from Purdue University. The Origins Of Net Promoter Score.

NPS 163

NPS Net Promoter Score 2003 2007 163

Experience Matters

APRIL 24, 2015

Here the five most popular posts: Free eBook: The 6 Laws Of Customer Experience (July 2008). As part of our upcoming celebration of Temkin Group’s 5th year anniversary , I took a look at the readership levels on the Customer Experience Matters ® blog over the previous five years.

Net Promoter Score 106

Net Promoter Score Customer Journey Mapping 2013 2009 106

Beyond Philosophy

SEPTEMBER 9, 2014

Not only is the association ludicrous, but I also had no idea that over 800 people in the US died by getting tangled in their sheets in 2008. Called Spurious Correlations, there are a great many things that look related when you compare the graphs, but clearly aren’t. This one is my favorite. I will never look at my bed the same way again….

Hotels 161

Hotels 2014 2008 CEM 161

PeopleMetrics

MAY 12, 2015

Zappos even paid employees to quit after training as early as 2008. (At least, that’s when I first ordered a pair of shoes from them, because wow-free-shipping-it's-2006-what's-an-iPhone.) So they’ve been doing this type of thing for a long time.

Engagement 107

Engagement 2006 2008 2013 107

Beyond Philosophy

OCTOBER 23, 2017

In 2008 he co-wrote “Nudge,” a book that argued that governments could make small changes that would “nudge” people toward desired behaviors. The Nobel committee cited Thaler for his efforts to move economics to a more realistic understanding of human behavior, and for using his insights to improve public policies.

Marketing 130

Marketing 2008 Books Consulting 130

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

Win the Customer

MARCH 8, 2017

In 2008, new Old Navy president Tom Wyatt came in aiming to revitalize the brand. Here are some case studies in successful emotional branding that business leaders can emulate to acquire and maintain customers. Old Navy: The Power of Nostalgia. A classic branding success story is Gap brand Old Navy.

Brands 118

Brands Customer Experience 2004 2008 118

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

ShepHyken

NOVEMBER 7, 2018

In 2008 Domino’s was struggling and their brilliant leadership turned the company around. I wrote the book, The Convenience Revolution , and identified six “Principles of Convenience,” one of them being delivery. I included Domino’s as a case study in the book, but guess what? I didn’t include them in the chapter on delivery.

2008 98

2008 Books Customer Service Training Technology 98

PeopleMetrics

OCTOBER 22, 2015

Paris Novembre 2008. If you're after more answers, you can also check out our Voice of the Customer FAQ page, which answers common questions about customer experience improvement: * * *. Image Credits: Yellow Bow-Broken Heart… The Break Up. Linda Tanner. , Peter.Lorre. , CC BY-SA 2.0.

Net Promoter Score 106

Net Promoter Score Customer Engagement NPS Engagement 106

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

Forrester

JULY 7, 2015

Here's why this chart floats my boat: For two years - from 2008 to 2010 - we see the terms coexisting as if people couldn't quite make up their minds as to whether they were really different or not. Then in 2010 - pow! Customer experience" starts shooting up like a rocket while "customer satisfaction" takes a deep dive.

2010 100

2010 2008 2011 2012 100

Thematic

DECEMBER 9, 2022

During the 2008 recession, Starbucks came under threat. An example of a company that successfully leveraged a market gap during the 2008 recession is mens' fashion retailer Bonobos. Let's look at Target during the 2008 recession. Do they match your ideal customer profile? Which customers are churning?

2008 71

2008 2010 Customer Satisfaction Fashion 71

ShepHyken

JANUARY 22, 2018

Capturing the essence of 2008’s demanding consumer arena, it is—surprise, surprise—all about those pesky, demanding consumers. My Comment: Here’s a reprint of an article that came out ten years ago -and it is just as relevant today as it was back then.

2018 96

2018 Article Customer Service Wireless 96

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

ijgolding

MAY 11, 2016

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot. It was very real.

Measurement 65

Measurement 2008 Customer Experience Banking 65

SAP Customer Experience

FEBRUARY 16, 2022

In 2008 release SAP has released pre-packaged integration between Qualtrics and SAP Sales Cloud and SAP Service Cloud(SAP Cloud for Customer), in this blog will see how to implement the integration feature “Service Ticket from Survey Response” in step by step. Feature Overview By using feature Service Ticket from Survey.

2008 76

2008 Sales Blog Customers 76

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

ShepHyken

MAY 31, 2017

I wrote about this in my book The Cult of the Customer (Wiley 2008), and the example I used was that of an airline employee. That person delivers Amazement within the larger group, which may not necessarily be operating at the same standard as he or she is.

Airlines 85

Airlines 2008 Customer Focused Customer Service Training 85

ShepHyken

APRIL 11, 2017

About: Adam Dorrell started CustomerGauge in 2008 to help companies solve the problem of retaining customers. Find out the “why” behind the score. Your promoters are gold and will share information that can help create an even better customer experience.

Net Promoter Score 83

Net Promoter Score E Commerce 2008 NPS 83

ShepHyken

MAY 26, 2017

seconds in 2008 with a mind boggling 19.19 As much as success is about dreaming big, the path towards it is all about setting precise targets to hit or even surpass. Usain Bolt bettered his own 200 meters world record of 19.30 seconds in 2009!

Metrics 98

Metrics Net Promoter Score Blog Effort Score 98

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

Beyond Philosophy

JUNE 26, 2017

Mortgage bonds that were sold in 2012 stand to create the “next big short,” much like the mortgage-backed securities that went belly-up due to the subprime home loans in 2008. Wall Street speculators think that this problem is widespread in the retail mall space and are positioning to profit from this collapse. Retail’s Big Advantage.

Retail 122

Retail Fashion E Commerce 2008 122

ClearAction

MAY 28, 2015

An example is Suntrust Bank , who saw the financial meltdown in 2008 as an opportunity to see how they could rebuild trust with their customers. When you connect the feedback dots, you make things better for all customers, not just one at a time. Q: Can companies turn their customer experience reputation around? A: Absolutely.

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

Heart of the Customer

MAY 25, 2016

In 2008, I left Best Buy. I had been there for six years, and before that had been with a small business. So I just assumed that every company was obsessed with their customers! Yes, I was naïve. I still am. From there, I joined a new company. And I learned there were other approaches […]. The post Get out of your office!

2008 68

2008 Customers Customer Experience 68