Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior. Published on: July 08, 2016.

Consumers 50

Consumers Multi-Channel 2008 2016 50

West Monroe

FEBRUARY 18, 2024

While today’s rapidly evolving financial landscape has banks focusing on numerous priorities, consumer lending is experiencing significant shifts that demand immediate attention to manage current expenses and position for future growth.

Consumers 52

Consumers Technology Banking Financial 52

West Monroe

FEBRUARY 18, 2024

While today’s rapidly evolving financial landscape has banks focusing on numerous priorities, consumer lending is experiencing significant shifts that demand immediate attention to manage current expenses and position for future growth.

Consumers 52

Consumers Technology Banking Financial 52

Win the Customer

MARCH 8, 2017

In 2008, new Old Navy president Tom Wyatt came in aiming to revitalize the brand. Another way brands can connect with consumer emotions is by appealing to values shared by the company’s target market. Here are some case studies in successful emotional branding that business leaders can emulate to acquire and maintain customers.

Brands 118

Brands Customer Experience 2004 2008 118

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 94

2018 Article Customer Service Wireless 94

ShepHyken

NOVEMBER 6, 2020

He shares the process of conducting consumer research and how to implement your findings into the customer experience. Understanding your consumer is a key piece of customer service and developing loyalty to your brand. How Do We Conduct Consumer Research? Have you ever been inside a Whole Foods that sells Louis Vuitton bags?

Insights 85

Insights Customer Service Marketing 2008 85

ReviewTrackers

JANUARY 18, 2018

Not only do reviews have the potential to either attract or drive away customers; they are also a major reputation factor and a key source of information for consumers as they determine whether or not to trust a provider. Building consumer trust in banking and financial services. Harnessing online reviews. Lending Tree.

Banking 17

Banking Financial Insurance Brands 17

Thematic

DECEMBER 9, 2022

How can you stay relevant to consumers in a competitive market - especially one under the pressure of a recession? During the 2008 recession, Starbucks came under threat. Due to the rapid decrease in consumer share, multiple Starbucks stores were forced to close, and many employees lost their jobs. What do they have in common?

2008 71

2008 2010 Customer Satisfaction Fashion 71

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

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. That phenomenon is you and I – the consumer.

Measurement 65

Measurement 2008 Customer Experience Banking 65

Beyond Philosophy

FEBRUARY 21, 2016

Consumer financial service industries, such as banking, investments and insurance, are sectors where trust and confidence play a particularly important role in key elements of the customer life cycle: selection, loyalty, and defection. Power annual studies).

Banking 68

Banking 2008 B2C Financial 68

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). Reading through qualitative data, such as free text interaction was once a time-consuming, often manual process but now you can do it at scale using AI and text analytics.

2008 73

2008 White Paper 2019 Automotive 73

Retently

JULY 28, 2023

It was only in 2008 that the Chief Customer Officer position started being recognized as an important role within a company. Fosters a Company-Wide Customer-Centric Culture To make the customer feel valuable to the brand, the Chief Experience Officer unifies the way all employees view consumers.

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center Metrics 122

ShepHyken

MAY 26, 2017

seconds in 2008 with a mind boggling 19.19 But now with the explosion of Customer Experience into the mainframe, tracking more of experiential metrics has become the norm, and if you aren’t doing it, chances are that you’re actually clueless about how your business ranks against competitors and also in the minds of consumers.

Metrics 96

Metrics Net Promoter Score Blog Effort Score 96

Retently

MARCH 18, 2019

Consumers love Starbucks – even more since the company implemented its rewards program. The offering in question also needs to be fast and convenient, so that they save consumers time and effort. After all, over 35% of consumers expect to be able to contact a customer rep on any channel. Starbucks Customer Retention.

Net Promoter Score 127

Net Promoter Score NPS Customer Retention Loyalty 127

CSM Magazine

DECEMBER 6, 2021

Retailers are already feeling the effects of pandemic-related seasonal headwinds, putting pressure on consumer confidence, full-time and temporary staff, and the supply chain. In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. The Great Resignation is also upon us.

E Commerce 97

E Commerce 2021 E-support Contact Center 97

NetBase

AUGUST 26, 2020

Let’s see how consumer and market intelligence reveals these instances, and a few brands that have been nimble enough to take advantage of key insight. Whether these two brands tapped into market research and consumer intelligence to discover emerging trends is unknown. Amazon & Ebay Stories.

Marketing 81

Marketing 2024 2030 2008 81

Lumoa

JANUARY 2, 2022

And a single negative complaint on a major consumer complaints site, like Pissed Consumer , Complaints Board , or Better Business Bureau , can seriously hurt your reputation and bottom line. Sprout Social research shows that 47% of consumers have used social media to complain about a business.

NPS 78

NPS Net Promoter Score Social Media 2008 78

Service Untitled

DECEMBER 23, 2013

Perhaps you have never read the fine print in the Terms of Service when ordering merchandise, but this situation might encourage consumers to pay attention, since it is well known that litigation costs money. In December 2008, John Palmer ordered a desk toy and key chain from KlearGear.com; the entire purchase added to less than $20.

2008 71

2008 Retail Consumers Sales 71

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. He called it “The New Era Of The Consumer” and showcased what he wanted to see from the stores.

2012 125

2012 2008 Fashion Social Media 125

ijgolding

OCTOBER 21, 2014

This is so important and a pillar that has become necessary as we, the consumer, are demanding more emotionally engaging experiences every day. Integrity is a word that few would associate with many industries in 2014 – it has been eroded so significantly since 2008. Personalisation.

2014 91

2014 Customer Experience Customer Centricity Fashion 91

Strativity

MAY 30, 2018

The stock market hasn’t been this volatile since the 2008-2009 Financial Crisis. Given this, we analyzed the returns of leaders in customer experience (using the Temkin Group Q1 2018 Consumer Benchmark Survey) in a collective index versus those of the S&P 500 over the past 10 years. The results are striking.

2009 58

2009 Customer Experience Marketing 2018 58

ijgolding

NOVEMBER 28, 2014

In 2008, Dave Carroll’s guitar was broken by United Airlines. Every time I share the video, it reminds me of the power the consumer has at their disposal in the digital world we live in. The threat of consumers taking ‘matters into their own hands’ has not appeared to change the way organisations behave.

2012 127

2012 Social Media 2014 Airlines 127

Customer Enthusiast

MAY 16, 2016

Certainly, there are still unscrupulous salespeople and gullible buyers, but it’s safe to say that today’s consumers are more sophisticated. Earlier this month, I was referred to a health care prospect from a client with whom I first began working in 2008.

Customer Service 67

Customer Service 2008 Books Sales 67

ReviewTrackers

APRIL 21, 2021

They are also a major reputation factor and a key source of information for consumers. Building consumer trust in banking and financial services. According to an IBM survey , only 43 percent of consumers trust the insurance industry. SuperMoney is an online financial resource that helps consumers save money. Credit Karma.

Banking 65

Banking Financial Insurance Social Media 65

Retently

AUGUST 22, 2018

Despite the uptick in metrics for customer service, aviation is still a sector, where customers have lots of issues when compared to other products or services that they consume on a regular basis,” said David VanAmburg, director of ACSI (American Customer Satisfaction Index). The 2014 US Consumer Airlines study. Airlines 2013 | By No.

Airlines 73

Airlines Customer Satisfaction NPS Net Promoter Score 73

Michelli Experience

JUNE 28, 2017

Behavioral economist, Dan Ariely’s work on emotional decision-making has also been ground-breaking and inspirational; particularly, when it comes to consumer behavior. Predictably Irrational.

Customer Experience 83

Customer Experience 2008 Books Customers 83

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. The debacle made headlines for days!

Social Media 42

Social Media 2008 Customer Experience 2009 42

Survicate

DECEMBER 16, 2019

Kyung Hyan Yoo and Ulrike Gretzel (2008) at Texas A&M University surveyed almost 1,500 TripAdvisor users and found that two of the primary motivations for writing reviews was to inform other travellers and to help the business reviewed to improve. And those who do leave online reviews are different from the average consumer.

Travel 98

Travel Hotels Apparel 2008 98

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. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1, 7] [link]. 2,4] [link]. 3,5] [link]. [6]

Connections 75

Connections Brands 2008 Social Media 75

NetBase

MAY 7, 2020

To answer this, we must view consumer readiness through the lens of COVID-19 – and against the backdrop of how this is progressing in Europe. Knowing how to proceed and advertise in uncharted waters, brands need to be prepared for the unpredictable as consumers have grown selective during this self-isolation. Learnings from Europe.

Retail 71

Retail Consumers Social Media Government 71

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. This recent increase in its favor has much to do with consumers’ fondness of soliciting personalized support.

Contact Center 78

Contact Center Omnichannel Social Media 2008 78

CSM Magazine

OCTOBER 6, 2022

” Founded in 2008, 60K provides CXM services to leading U.K., ResultsCX’s 30-year track-record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 employees worldwide. It’s a great moment for our people.”

2008 52

2008 Entertainment Multi-Channel Telecommunications 52

Avaya

JANUARY 24, 2018

Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers. An original MiFID was enacted in 2004, prior to the 2008 global financial crisis. million for their inaccuracies between 2006 and 2008. Barclays’ fines totaled £2.45

2004 46

2004 White Paper 2008 2006 46

ReviewTrackers

JANUARY 1, 2018

But the point is this: online reviews and ratings heavily influence consumers’ purchase decisions. According to Cone Communications, 4 in 5 consumers will reverse a purchase decision after reading negative reviews. The OpenTable Reviews Program was launched in 2008. Automotive Review Sites. Managing an automotive business?

Automotive 109

Automotive 2004 Travel Hotels 109

transcosmos Information Systems

JULY 6, 2017

Power study , 67% of consumers have used a company’s social media platform for customer service. MyStarbucksIdea launched in 2008 and has since received 210,000 unique ideas from consumers. It’s where they can freely share their experiences. According to a J.D.

Social Media 78

Social Media Customer Service 2009 2008 78

Hero Digital

APRIL 8, 2020

Business solutions are moving into the world of consumers more quickly than ever. How a past epidemic changed consumer habits and led to a $25 billion IPO. And what looked like a long road to convince Chinese consumers to shop online suddenly became a very short runway. How can brands respond to them? New habits? CASE STUDY.

E Commerce 104

E Commerce Banking B2C Healthcare 104