ShepHyken

APRIL 14, 2020

They discuss strategies for adapting to a remote workforce without sacrificing productivity, connection or the customer experience. During this time, organization leaders must seize the opportunity to connect with their employees and their customer base in an authentic and empathetic way.

2008 122

2008 Communication Connections Loyalty 122

Second to None

MARCH 22, 2019

Older Gen Zers witnessed their parents face economic turmoil and risk of unemployment in 2008, instilling a pragmatic attitude towards the monetary market. Influence is a major factor for Gen Z when it comes to making a purchase and connecting with a brand. Online Influence. As Generation Z matures, their impact will only increase.

Connections 63

Connections Brands 2008 Social Media 63

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. NPS needed to be connected to business growth immediately to be seen as successful. The first 30 days were about connections, data, and getting grounded in the operational principles of Sprint.

NPS 163

NPS Net Promoter Score 2003 2007 163

InMoment XI

FEBRUARY 2, 2024

Founded in 2008, Hootsuite supports social network integrations for Twitter, Facebook, Instagram, LinkedIn, Pinterest, YouTube, and TikTok. The platform also has a growing App Directory that lets companies connect existing marketing, content, and other business systems to Hootsuite.

Social Media 221

Social Media Brands Management 2008 221

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business.

Connections 57

Connections 2008 Events Loyalty 57

Win the Customer

MARCH 8, 2017

In 2008, new Old Navy president Tom Wyatt came in aiming to revitalize the brand. With this focus, Dove has repackaged the emotions associated with its products, connecting its brand with feelings of self-esteem. Another way brands can connect with consumer emotions is by appealing to values shared by the company’s target market.

Brands 118

Brands Customer Experience 2004 2008 118

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. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. This one is my favorite. I will never look at my bed the same way again….

Hotels 161

Hotels 2014 2008 CEM 161

CSM Magazine

OCTOBER 6, 2020

The three-week engagement included the deployment of a remote outbound contact centre for agents working from home in just two weeks using Amazon Connect. We look forward to working with them again as we consider more AWS Connect capabilities including AI, ML and real-time analytics.” We’ve been so impressed with ECS.

Connections 52

Connections 2008 Consulting Innovation 52

ShepHyken

NOVEMBER 7, 2018

In 2008 Domino’s was struggling and their brilliant leadership turned the company around. The Domino’s ANYWARE concept allows their customers to not only order the pizza with the toppings they desire but to connect with their neighborhood Domino’s by more than ten ways, with more to come. I included them in the chapter on technology.

2008 94

2008 Books Customer Service Training Technology 94

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

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. But today, communities are evolving into something more impactful. Meanwhile, highly engaged customers expanded at a 2.2x

Measurement 40

Measurement Webinar 2008 Metrics 40

Customer Bliss

AUGUST 22, 2017

Prior to joining Shufersal, Zvi was with the Israel Securities Authority (ISA) from 2008 through 2012, as a member of the Investigations and Intelligence department, focusing on financial and capital market enforcement activities. They actually used Facebook groups for that (connecting store-level employees with those making decisions).

2012 125

2012 2008 Fashion Social Media 125

CX University

JANUARY 10, 2025

From 2008 to 2013, all measures recorded notable gains, particularly among underperforming hospitals, which narrowed performance disparities. While it enhances efficiency and clinical outcomes, true patient satisfaction comes from empathy, connection, and understanding. For example, the Overall Rating of Hospital metric rose by 8.5

Healthcare 40

Healthcare Technology Hospitality 2013 40

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. Progressive companies stay connected to customer needs, and use these insights to inform investment decisions. Which customers are churning?

2008 71

2008 2010 Customer Satisfaction Fashion 71

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. It means getting personal, interacting with people, finding a way to leverage the emotional connection that occurs in a brick-and-mortar Customer Experience.

Retail 122

Retail Fashion E Commerce 2008 122

ClearAction

MAY 28, 2015

When you connect the feedback dots, you make things better for all customers, not just one at a time. 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. Q: Can companies turn their customer experience reputation around? A: Absolutely.

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

ijgolding

OCTOBER 21, 2014

Described by Nunwood as – using individualised attention to drive an emotional connection. Integrity is a word that few would associate with many industries in 2014 – it has been eroded so significantly since 2008. So let us look at what makes an ‘Excellent Customer Experience’ in a little more detail: 1.

2014 91

2014 Customer Experience Customer Centricity Fashion 91

ReviewTrackers

JANUARY 18, 2018

LendingTree is an online lending exchange that connects consumers with multiple lenders, banks, and credit partners who compete for business. Lending Tree. By creating a My LendingTree account, consumers can track their credit score and review all loan and credit card accounts. MyBankTracker.

Banking 17

Banking Financial Insurance Brands 17

CSM Magazine

OCTOBER 20, 2020

The firm is helping customers including Cazoo , Direct Line Group’s Green Flag business and South East Water , to boost their customer service using Amazon Connect. The full roster of clients also includes ECS’s flagship Amazon Connect deployments at RBS, which began in 2018.

2020 52

2020 Net Promoter Score Engagement 2008 52

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. Re-establish connection with the lost customer. Have you lost customers recently?

2008 79

2008 Customers Connections Communication 79

Michelli Experience

JUNE 28, 2017

In this blog post from 2008 , Dan noted: “ We used to think about decisions as cold calculated, detached, computations that examine the costs and benefits, but recently we have gained a higher appreciation for the role of emotions in our decisions and for the fundamental ways in which they change us….

Customer Experience 83

Customer Experience 2008 Books Customers 83

Strativity

MAY 30, 2018

The stock market hasn’t been this volatile since the 2008-2009 Financial Crisis. Many companies have had challenges connecting an improved customer experience to better financial returns. Risks of a trade war, higher oil prices, rising interest rates, and other geopolitical factors have all had an effect.

2009 58

2009 Customer Experience Marketing 2018 58

CSM Magazine

JUNE 7, 2023

“At Makepositive we have built a strong team specialising in the telecommunications industry, and we are excited to be working with Quickline who are at the forefront of rolling out high speed and reliable connectivity to homes and businesses,” said Sam Joyce, Communications & High-Tech Commercial Director at makepositive.

Wireless 52

Wireless Telecommunications Customer Service 2008 52

Avaya

JANUARY 24, 2018

An original MiFID was enacted in 2004, prior to the 2008 global financial crisis. million for their inaccuracies between 2006 and 2008. appeared first on Avaya Connected Blog. Ad hoc changes were made by individual countries to address issues that resulted from the crisis. Barclays’ fines totaled £2.45

2004 46

2004 White Paper 2008 2006 46

Clarivate

AUGUST 17, 2022

In our latest podcast, Ideas to Innovation, we speak with Dr. Grace Lomax, the clinical director at Patient Connect, part of Clarivate. Making significant strides towards patient access, education and engagement is the mission of Patient Connect. Starting in 2008, [Patient Connect] nearly predates the internet.

Healthcare 52

Healthcare 2008 2030 Connections 52

Stella Connect

JANUARY 12, 2018

EBTH was founded in 2008 by Jacquie Denny and Brian Graves, two veteran vintage sellers in the Cincinnati area. In this year alone, the service team has sent over 60,000 Stella Connect customer feedback requests (more details on this partnership are below). Marc Broering. EBTH soon became an expansive online estate sale company.

Sales 75

Sales Customer Service Management Connections 75

Service Untitled

DECEMBER 27, 2010

Interestingly enough, the social trends since 2008 have grown exponentially. In 2008, social media and customer service were not even on the radar; in 2009 it grew to 13%, and this year 40% of contact centers actively use social media in their customer service. Let’s face it; the younger generation is driving these changes.

Social Media 42

Social Media 2008 Customer Experience 2009 42

CSM Magazine

OCTOBER 1, 2022

New integration enables Zapier customers to connect existing business apps and processes to messaging channels with Sinch’s Conversation API. ” Sinch’s MessageMedia integrated with Zapier in 2018, so that users can easily connect with other apps and automate repetitive tasks, such as sending SMS calendar notifications. .

2008 52

2008 Omnichannel 2018 Connections 52

CX University

SEPTEMBER 18, 2018

In response to the financial crisis in 2008, CEO made a simple but compelling contract with employees. Read the Mayo Clinic Case Study > DTE Energy. DTE stumbled on a fundamental recipe for employee engagement almost completely by accident. What is the repeating pattern that binds these successes together?

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

Daniel Group

APRIL 18, 2024

This analysis covers 600,000 surveys from 2008 in one vertical market. This connection indicates that low satisfaction will likely result in lower NPS performance in the future. In revisiting our interview history we discovered key metrics. However, as we lagged the correlation by quarters, we noticed interesting changes.

Communication 98

Communication NPS Net Promoter Score 2008 98

Retently

AUGUST 22, 2018

And here’s a trend analysis of the bottom-line margins of the airlines industry from 2008-2013: Airlines industry | Bottom-line margins 2008-2013. or use Retently’s extended API to connect your account with any other service. For instance, here’s a look at the top five airlines by passenger traffic: Top-100 U.S.

Airlines 73

Airlines Customer Satisfaction NPS Net Promoter Score 73

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. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. This one is my favorite. I will never look at my bed the same way again….

Hotels 74

Hotels 2014 2008 Customers 74

Kayako

OCTOBER 29, 2015

In his book, The World is Flat , Tom Friedman showed that the world in the early 2000s was becoming more connected than ever thanks to economic change. 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.

2010 98

2010 2015 Poor Customer Service 2005 98

ijgolding

NOVEMBER 28, 2014

In 2008, Dave Carroll’s guitar was broken by United Airlines. I decided to take the issue straight to the Executive team (I was connected with Darren – he works for the board to placate customer complaints to try and mitigate out of court settlements and to avoid going to court).

2012 127

2012 Social Media 2014 Airlines 127

Lumoa

JUNE 23, 2021

While these solutions will have the same ambition, CCaaS will focus on managing customer interactions intelligently by connecting to cloud-based applications that are chargeable on a monthly basis. This will allow your support staff to access the contact center system from any location and at any time to connect with customers.

Contact Center 78

Contact Center Omnichannel Social Media 2008 78

ShepHyken

JUNE 19, 2020

Every customer in the world, including myself, will always choose “talk to a person” or “connect to a representative” as the first choice over a call. An “unsupervised” AI bot has led businesses to receive sudden surges in negative feedback, bad reviews, and increased churn.

Customer Service 62

Customer Service 2008 Interaction Customer Service Representative 62

Innovative CX

MAY 6, 2020

Not the 2008 financial crisis. The similarities between this crisis and the financial crisis of 2008 are few and far between. Connection is more important than ever with employees, customers, and colleagues The recording of this session will be available soon. Not the dot.com bust in the 2000’s. And guess what, that’s ok!

2008 59

2008 Customer Experience Seminar Workshop 59