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. Most marketers are extremely cautious about the over use of abusive surveys. So how do you find out what your customers want? We formed OpinionLab back in 1999.

Consumers 96

Consumers 2008 2012 Banking 96

Win the Customer

MARCH 8, 2017

In 2008, new Old Navy president Tom Wyatt came in aiming to revitalize the brand. 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. Old Navy: The Power of Nostalgia.

Brands 118

Brands Customer Experience 2004 2008 118

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.

Insights 84

Insights Customer Service Marketing 2008 84

Daniel Group

SEPTEMBER 23, 2021

Edward Craner, SVP of Strategy and Marketing, HOLT CAT , shares how they have transformed their company with feedback over the past 13 years. Lynn Daniel (00:03): I’m with Edward Craner, who is Senior Vice President of Marketing and Strategy with Holt Cat of San Antonio, Texas. We did some market research. We love Holt.

Net Promoter Score 98

Net Promoter Score 2008 Social Media 2007 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. In the market setting, brand marketing is so crucial because it sets you apart from your competitors. Social media leverages brand marketing strategy.

Social Media 53

Social Media Brands Marketing 2008 53

West Monroe

DECEMBER 11, 2022

These circumstances—and a looming market correction—pose a number of questions to banking leaders: Do we simply batten down the hatches and play the defensive game of tighter budgets and conservative underwriting? Or do we invest in improving our competitive position in the market when the majority of institutions are gun shy?

Banking 52

Banking Marketing 2008 Financial 52

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. They’ll try to do this through more surveys, customer journey maps, social media, content marketing, customer engagement events and campaigns, and loyalty programs. A: Absolutely.

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

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

Magellan Solutions

FEBRUARY 14, 2024

Multilingual abilities – Call centers based in diverse regions have agents fluent in languages like Spanish to enable smooth communication. No wonder the healthcare business process outsourcing market in the Philippines has seen fast growth lately. This access to technology can be very expensive for smaller providers. TALK TO US!

Call Center 98

Call Center Healthcare Hospitality Insurance 98

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

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. Priyanka Tiwari, Director of Product Marketing.

2019 62

2019 Customer Experience 2010 Contact Center 62

Team Support

JANUARY 9, 2024

Though primarily used for outbound marketing campaigns, these systems also allowed for better organization and tracking of customer data. Customer interactions expanded to email and web-based platforms: Companies began using email for customer communication, and websites provided self-service options and FAQs. which launched in 1987.

Technology 59

Technology Call Center Social Media 2007 59

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

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

BirdEye

OCTOBER 31, 2023

How companies manage their online reputation determines their ability to grow in a competitive market. A dedicated reputation management company can automate repetitive tasks, ensuring your brand maintains a robust reputation in the market. But this doesn’t happen automatically. and alerts to stay on top of brand reputation.

Management 111

Management Social Media Multi-Channel Feedback 111

ShepHyken

JUNE 19, 2020

With dozens of AI bots on the market, it’s easy to fall into the trap of trying to automate your customer interactions. Communication is key, and this is why AI tools need to couple with fast human response, which can all be afforded by a virtual assistant. Enhancing the Digital Learning Curve.

Customer Service 62

Customer Service 2008 Interaction Customer Service Representative 62

CX University

SEPTEMBER 18, 2018

clearly communicates goals to all employees and links individual goals to corporate goals.” We look at four case studies of some of today’s most successful organizations, analyzing how they achieve these cornerstones through engagement, in all cases finding the same, ineluctable linkage between leadership, employees and market environment.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

Retently

MARCH 18, 2019

Market Leaders’ NPS Scores. All these market giants have so many Promoters because those people love how easy their services/products are to use, and how reliable they are. Tesla customer reps also communicate with other internal departments to improve the customer experience. What Do These Companies Have in Common?

Net Promoter Score 127

Net Promoter Score NPS Customer Retention Loyalty 127

Lumoa

JUNE 23, 2021

Moreover, the sector has been forecast to surpass a gross addressable market of $50 billion by 2025. Migration to the Cloud Buoyed by the COVID-19 outbreak, cloud migration dramatically increased during the steepest economic contraction since the 2008 financial crisis.

Contact Center 78

Contact Center Omnichannel Social Media 2008 78

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

Amity

OCTOBER 31, 2016

Uberflip helps over 1,400 marketers to create, manage, and optimize content experiences every day. Uberflip's intuitive and powerful platform helps marketers tailor and leverage content to engage with their audience at every stage of the buyer journey. I went to school for brand communications and marketing.

Customer Success 0

Customer Success Customers Definition Metrics 0

SurveySparrow

MARCH 23, 2021

If there is one company that has played the market positioning strategy game with terrifying efficiency is Coca Cola. But the kind of image that they have raked for themselves over the years with the help of their positioning strategy marketing is a case study in itself. . What is market positioning strategy? Isn’t it?

Marketing 52

Marketing Apparel Brands 2008 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. Customer feedback can be a goldmine for product and marketing teams. But when customer support is outsourced, the two-way communication between support and the rest of the business is broken.

2010 98

2010 2015 Poor Customer Service 2005 98

CSM Magazine

FEBRUARY 7, 2020

Banks, credit unions, and direct lenders work in a very competitive market. 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.

Customer Service 52

Customer Service Banking 2008 Financial 52

NetBase

JUNE 25, 2019

With the release of NetBase AI Studio, our always-on approach to rapid innovation makes us the first social analytics provider to market with this revolutionary AI product. sec Search all data from 2008 to now. 20 sec Search all data from 2008 to now. Digital Marketing. And that’s what we’re doing now. How about: NetBase.

2008 73

2008 E Commerce Social Media 2007 73

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

transcosmos Information Systems

JULY 6, 2017

MyStarbucksIdea launched in 2008 and has since received 210,000 unique ideas from consumers. HubSpot just created their Twitter Support Fam just three years ago, but to date, the inbound marketing pros have nailed the social media customer service game. 4. HubSpot. Check one of their most recent customer interactions.

Social Media 78

Social Media Customer Service 2009 2008 78

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

Team Support

OCTOBER 8, 2020

We conclude this series with Part 3, where Eric offers insight into the competitive market and what makes TeamSupport different. to thwart the market competition and what according to you are the distinct features of TeamSupport? Our solution is the vital communication line between them and their customers.

Customer Relationships 59

Customer Relationships B2C B2B 2008 59

ReviewTrackers

JANUARY 1, 2018

According to Cone Communications, 4 in 5 consumers will reverse a purchase decision after reading negative reviews. What business owners and marketing executives must realize is that online reviews and ratings are a major factor in shaping their brand reputation. The OpenTable Reviews Program was launched in 2008.

Automotive 109

Automotive 2004 Travel Hotels 109

CX Journey

MARCH 8, 2016

Also, it's been reported that organizations in the Best Companies to Work Study for the period 2004 – 2008 increased their revenues by 94% and their profits by 315%. Their annualized returns outperformed the stock market by nearly double. Source: Watermark Consulting Still questioning why it matters?

2004 45

2004 2008 Employee Experience 2014 45

Wootric

FEBRUARY 14, 2019

He has implemented successful CX, VoC, social media and marketing programs and led highly-engaged teams, both co-located and remote around the globe. She oversees brand, demand and product marketing — attracting companies that make customer experience their competitive advantage using Wootric’s AI-powered software.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

LiveChat

NOVEMBER 19, 2015

One of the first signs of NASA’s social media success happened when Veronica McGregor, who is the head of communications at NASA’s Jet Propulsion Laboratory, came up with the idea to report on the Phoenix lander in a unique way. I'll be waving :) — MarsPhoenix (@MarsPhoenix) June 8, 2008. Finding the right voice.

Social Media 71

Social Media 2015 2008 Sports 71

ClearAction

AUGUST 21, 2016

To get more insight on this disconnect, I sat down with Lynn Hunsaker , a customer experience expert who helps companies love and be loved by their customers, through her firms, ClearAction and Marketing Operations Partners. Written by Janice Cuban, Marketing Communications Consultant, Content Creator, Copywriter, and Freelance Writer.

Brands 54

Brands Customer Experience Social Media 2008 54

Gainsight

MAY 27, 2020

The stock market is soaring. What if the Fed’s attempts to hold up the credit markets eventually fail? Don’t invest for scale and lose market share. Activity Visibility: Do you have real-time visibility into the activity of your go-to-market teams? Every week is full of mixed signals. Therapies look promising.

2008 52

2008 Webinar Customer Success Sales 52

Team Support

JUNE 15, 2020

In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington , and I set out to build one. Your technology fills the gaps between Data Analytics and Intelligence, and Communications. That’s the beauty of it!

B2B 64

B2B 2008 2020 B2C 64