BlueOcean

JULY 3, 2019

US unemployment rate as fantastic news – it’s an astronomical improvement over the 10% unemployment rate after the 2008-09 Great Recession. The best agents are educated, have great communication skills, want to do meaningful work for great brands, and are pumped up about the opportunity to make a difference in people’s lives.

Contact Center 159

Contact Center Customer Service 2008 Call Center 159

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. In days 30-60, Brian focused extensively on communications. Elements that once took six weeks could be finished in four hours now, and it began a career-long focus on transformation and change.

NPS 163

NPS Net Promoter Score 2003 2007 163

Win the Customer

MARCH 8, 2017

In 2008, new Old Navy president Tom Wyatt came in aiming to revitalize the brand. To communicate its benefits to today’s audience, Amway has increased its social media presence, with content that emphasizes the company’s values and how those values benefit people who sell Amway. Old Navy: The Power of Nostalgia.

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. You don’t communicate well. What were management key objectives for getting into CX and getting this program going back then?

Net Promoter Score 98

Net Promoter Score 2008 Social Media 2007 98

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

CSM Magazine

DECEMBER 6, 2021

In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. Tip #3: Streamline Call Center Communications Technology. Essentially, the best customer service communication tools can be flexed wherever your people are. The Great Resignation is also upon us.

2021 97

2021 E Commerce E-support Contact Center 97

Team Support

SEPTEMBER 29, 2020

With TeamSupport, support and product/engineering teams have a direct line of communication and see the same customer information, so there’s no longer a case of misunderstanding and wasted time trying to communicate the customer truth.

Customer Relationships 89

Customer Relationships B2B 2008 Competitive Advantage 89

CX University

JANUARY 10, 2025

They bring convenience, enhance communication, and personalize care, promising a higher quality of service. From 2008 to 2013, all measures recorded notable gains, particularly among underperforming hospitals, which narrowed performance disparities. However, have these innovations truly fulfilled their promise? percentage points.

Healthcare 40

Healthcare Technology Hospitality 2013 40

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

Customer Bliss

AUGUST 22, 2017

In his role, he also responsible for the corporate’s affairs management, which includes communications and stakeholders’ policy. Shufersal has about 275 store managers they must communicate with. Zvi joined Shufersal in the beginning of 2012 as a senior advisor to the CEO and spent 4 years in this role.

2012 125

2012 2008 Fashion Social Media 125

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. Written by Janice Cuban, Marketing Communications Consultant, Content Creator, Copywriter, and Freelance Writer. Q: Can companies turn their customer experience reputation around?

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

ShepHyken

NOVEMBER 6, 2020

This week we feature an article from Michael Magnus, a Strategic Communication lecturer and marketing consultant at Magnus Opus. In 2008, consumer research helped customer service at the world’s largest coffee chain. Michael Magnus is a Strategic Communication lecturer and marketing consultant at Magnus Opus. Most likely no.

Insights 83

Insights Customer Service Marketing 2008 83

NICE inContact

NOVEMBER 8, 2019

It’s defined as communication your audience can understand the first time they read or hear it. This communication makes it easy for your audience to find and use the content you’re providing, because it’s: Clear Concise Well-organized. In worse cases, poor communication with customers could even lead to litigation.

Contact Center 54

Contact Center 2008 Travel 2018 54

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

CSM Magazine

SEPTEMBER 7, 2022

The fast-paced, online learning solution helps customer service professionals acquire relevant English vocabulary to better communicate at work. With the need to understand and meet customer expectations in no time, and enhance customer loyalty, customer care professionals know they need excellent communication skills in English.

Customer Care 52

Customer Care 2008 Social Media Culture 52

CSM Magazine

JUNE 7, 2023

Broadband specialists, Quickline Communications, speeds up customer service and service delivery in £1m+ contract with makepositive, part of Sabio Group. Makepositive , a leading provider of Salesforce solutions and part of Sabio Group , is delighted to announce a strategic collaboration with rural internet provider, Quickline Communications.

Wireless 52

Wireless Telecommunications Customer Service 2008 52

Interactions

DECEMBER 18, 2019

And therefore, what we consider now to be vital channels of communication between businesses and customers weren’t used in the same way 10 years ago. Facebook had only recently developed their chat function in 2008, which was really only used for communication between friends.

2019 62

2019 Customer Experience 2010 Contact Center 62

Magellan Solutions

FEBRUARY 14, 2024

Multilingual abilities – Call centers based in diverse regions have agents fluent in languages like Spanish to enable smooth communication. Explore how healthcare call center outsourcing companies can revolutionize your patient communication strategies. This access to technology can be very expensive for smaller providers.

Call Center 98

Call Center Healthcare Hospitality Insurance 98

transcosmos Information Systems

MARCH 29, 2015

According to the research done by John Gattorna, a visiting professor at Macquarie Graduate School of Management in 2008, businesses lose 68% of their customers due to perceived indifference. Communicate to them in their preferred method (phone or email) what your plan of action is after your last conversation.

2008 79

2008 Customers Connections Communication 79

Team Support

JANUARY 9, 2024

Customer interactions expanded to email and web-based platforms: Companies began using email for customer communication, and websites provided self-service options and FAQs. In the late 1990s, live chat support emerged as a popular communication channel. Fun fact: TeamSupport was founded in 2008!

Technology 59

Technology Call Center Social Media 2007 59

Lumoa

JUNE 23, 2021

Migration to the Cloud Buoyed by the COVID-19 outbreak, cloud migration dramatically increased during the steepest economic contraction since the 2008 financial crisis. Omnichannel Communication While omnichannel communication has been around for a while, it only caught on in the decade gone by, thanks to a proliferation of handheld devices.

Contact Center 78

Contact Center Omnichannel Social Media 2008 78

CSM Magazine

JUNE 17, 2020

is hosting Cooper on its Lobster AI communications platform. For more information on the Lobster AI communications platform, visit www.ebi.ai. Coop has had an online shop since 2008 which today reaches over 60 percent of Swedish households with home deliveries and also offers meal plans that can be picked up in all Coop stores.

Retail 52

Retail 2008 Automotive Transportation 52

CX University

SEPTEMBER 18, 2018

clearly communicates goals to all employees and links individual goals to corporate goals.” In response to the financial crisis in 2008, CEO made a simple but compelling contract with employees. ensures that senior leaders set the strategic direction, 2. focuses employees at all levels on the customer, and 3. Trahant, Public Manager).

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

CSM Magazine

OCTOBER 1, 2022

Sinch , a global leader in cloud communications and mobile customer engagement, today announced its latest integration with Zapier , an automation platform, to bring the widest range of messaging channels to the 5000+ business apps that Zapier supports through Sinch’s Conversation AP I. About Sinch . Visit us at sinch.com.

2008 52

2008 Omnichannel 2018 Connections 52

ShepHyken

JUNE 19, 2020

As Shep mentioned during our special webinar , “If your employees and customers are nervous, uncertain and even scared, you owe it to them to communicate at a much higher frequency and much more empathetic than you ever have before.

Customer Service 62

Customer Service 2008 Interaction Customer Service Representative 62

NetBase

AUGUST 26, 2020

In November 2008, this company was the first to offer ETFs with 3X leverage. Among them are cloud communications provider Twilio and star of stay at home video teleconferencing giant Zoom. Sitting comfy in the middle of out Stocks cluster is Direxion Work From Home ETF ’s.

Marketing 81

Marketing 2024 2030 2008 81

Optimove

NOVEMBER 14, 2019

Optimove has partnered with world-class vendors of marketing, customer communication and operations infrastructure platforms, to provide a true end-to-end solution for highly effective customer marketing. The Carma Marketing Hub enables advanced digital communications, specializing in email, SMS and push notifications.

Multi-Channel 40

Multi-Channel 2008 E Commerce 2004 40

Natalie Petouhof

JANUARY 29, 2016

Tweet I remember back in 2008-2009 being asked whether social / digital / communities had any business value. In wanting others to see what I saw, I started down the road of creating ROI models for digital / social / online communities. It was that there was a new level of open, honest, genuine and authentic communication.

ROI 49

ROI 2009 2008 2016 49

West Monroe

DECEMBER 11, 2022

During the 2008 downturn, Forbes columnist Tim Bajarin asked Intel’s CEO what the company would do given the economic reversal. Fortunately, today’s financial institutions are better positioned to make these investments than in 2008, largely because banks are more prepared than they were during the Great Recession.

Banking 52

Banking Marketing 2008 Financial 52

Kayako

OCTOBER 29, 2015

A great indicator of this is in 2008 odesk.com had 2,500 job postings 2,500 for “virtual assistant”, and by 2012 that number had risen to 25,000. But when customer support is outsourced, the two-way communication between support and the rest of the business is broken. Customer feedback doesn’t make it back to your company.

2010 98

2010 2015 Poor Customer Service 2005 98

Magellan Solutions

AUGUST 10, 2018

It was the mid-year of 2008. Stories, whether it is real or not, can circulate in a lightning speed using digital communication channels. Brand marketing strategy is how you plan on communicating and delivering your brand messages. A chain message, particularly sent to those who live somewhere in the countryside, circulated.

Social Media 53

Social Media Brands Marketing 2008 53

Michel Falcon Experience

AUGUST 9, 2017

I was first introduced to Net Promoter Score in 2008 when I was working for 1-800-GOT-JUNK? Let’s use Rogers Communications as an example. Instead, provide your team with a framework and key points to mention to the customer and let them develop their own communication. – a company that had a NPS of 84. I like the company.

Net Promoter Score 76

Net Promoter Score Social Media 2008 Books 76

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

NetBase

JUNE 25, 2019

sec Search all data from 2008 to now. 20 sec Search all data from 2008 to now. That has come to mean real-time customer experience analytics that support all the facets of operations, like: PR and Communications. You’ll always know exactly what you’re looking at, and why. What else puts us ahead of the competition?

2008 73

2008 E Commerce Social Media 2007 73

CX Journey

NOVEMBER 15, 2017

Here are some examples, taking us back to the financial crisis of 2007-2008. Enron's core values were: integrity, communication, respect, and excellence. And yet, they admitted to defrauding investors in 2008. Are the values regularly-communicated, not just posters on a wall? Bad things. Take a look at Enron.

Culture 50

Culture 2008 2007 Competitive Advantage 50

CSM Magazine

FEBRUARY 7, 2020

Customers also expect all businesses to provide them with multiple channels of communication. Some of the report’s highlights: Over 70% of customers desire a consistent experience across all communication channels. Build Omni-Channels for Communication. People resent telling the same story to different customer support agents.

Customer Service 52

Customer Service Banking 2008 Financial 52

transcosmos Information Systems

JULY 6, 2017

MyStarbucksIdea launched in 2008 and has since received 210,000 unique ideas from consumers. When one line of communication isn’t available, they make sure that customers can reach them through another. Harvesting new ideas from your own customers is a great way to create a new product that sells. Be Where Your Customers Are.

Social Media 78

Social Media Customer Service 2009 2008 78