InMoment XI

MAY 2, 2016

This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study. Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues.

Automotive 150

Automotive Loyalty 2016 2009 150

InMoment XI

JULY 15, 2009

On Tuesday, July 14, 2009, Allegiance, Inc. announced that it has acquired Inquisite, an innovative provider of online survey software based in Austin, Texas.

2009 150

2009 Leadership Innovation Loyalty 150

InMoment XI

JULY 15, 2009

On Tuesday, July 14, 2009, Allegiance, Inc. announced that it has acquired Inquisite, an innovative provider of online survey software based in Austin, Texas.

2009 150

2009 Leadership Innovation Loyalty 150

InMoment XI

JULY 15, 2009

On Tuesday, July 14, 2009, Allegiance, Inc. announced that it has acquired Inquisite, an innovative provider of online survey software based in Austin, Texas.

2009 150

2009 Leadership Innovation Loyalty 150

Experience Matters

DECEMBER 31, 2014

Don’t Confuse Customer Service With Customer Experience (2009). LEGO’s Building Block For Good Experiences (2009). Five Questions That Drive Customer Journey Thinking. Free eBook: People-Centric Experience Design. Free eBook: The 6 Laws Of Customer Experience (2008). Infographic: The Six Laws of Customer Experience.

2014 101

2014 Net Promoter Score 2009 2008 101

Customer Bliss

JANUARY 24, 2017

From his LinkedIn: Scott Bajtos joined VMware in 2009 and oversees the company’s global services team, which includes education, technical support, professional services support and customer advocacy to ensure a best in class pre and post sales experience for customers and partners. Obviously you want a focus in both areas.). About Scott.

2009 194

2009 Loyalty Leadership Engagement 194

Storyminers

AUGUST 20, 2020

At number 71 on the 2009 Fortune 500 list compared to Microsoft’s number 35, Apple is hardly a David, but its ads are entertaining because almost everyone wants to throw a virtual punch at Microsoft. Posted in July 2009, it got over 24,000 hits in the first 24 hours and to date, has been watched more than 6 million times.

2009 105

2009 2008 2006 Retail 105

Beyond Philosophy

OCTOBER 1, 2015

Looking at data since 2009, the portfolio including the simplest brands outperformed the major indexes by 170%. Customers are more likely to recommend you to someone else when you keep it simple. The vast majority, 70% of respondents said they were more likely to recommend a brand with a simple experience. Simple works for your bottom line.

Customer Experience 163

Customer Experience 2009 Call Center Advertising 163

Customer Bliss

AUGUST 9, 2016

” In FY 2009, 57% of cases were done in 30 days or less. This past year? 92% of cases were done in 30 days or less. It’s huge growth for a federal agency and it came from pursuing one-company leadership. “What I Know Now That I Wish I Knew Then” I ask this question of all my guests.

Government 0

Government Leadership Customer Experience 2009 0

Forrester

SEPTEMBER 11, 2014

In 2009, when the CX space was just starting to gain traction at the C-level, I wrote a report on that topic. One of the most common questions I get from CX professionals is this: "How do I get my executives to support the work I''m trying to do?"

Engagement 98

Engagement 2009 Culture Customer Experience 98

Customer Bliss

AUGUST 2, 2016

Between 2004 and 2009, there was a gradual evolution in what Oracle did with customer feedback. Having his title changed to CCO in 2009 didn’t necessarily change Jeb’s job a lot; it did, however, give him more organizational authority.

Chief Customer Officer 120

Chief Customer Officer 2009 2004 Feedback 120

ShepHyken

JULY 13, 2021

Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. ” About: Jason Ten-Pow is the CEO and President of ONR the CX consulting firm he founded in 2009. Authentic Customer Conversations. Collecting, Sharing, and Acting on Customer Knowledge.

2009 90

2009 Consulting Brands Customer Expectations 90

Interactions

JANUARY 21, 2025

power outages since 2000 have been due to extreme weather; heat season outages alone have increased by 60% since 2009, according to Climate Central. On average, the U.S. suffers more than 20 severe weather events per year that cause losses over $1 billion each, the National Oceanic and Atmospheric Administration (NOAA) reports.

Connections 62

Connections Poor Customer Service 2009 Virtual Agent 62

Amity

NOVEMBER 9, 2016

As early as 2009 , the number one request from customers was “better human service”, which they placed above the integration of different channels and enriched content. In 2016, 60% of Customer Success Organizations have been around for 2 years, or less. source ).

Customer Success 107

Customer Success 2009 2016 Customer Retention 107

ShepHyken

JULY 11, 2022

In the last six months alone, one in ten workers said they had quit their jobs, resulting in the highest UK quit rate since 2009. (TechNative) Businesses are still very much battling retention issues, as talent continues to move between companies at pace.

Article 24

Article 2022 Customer Service Magazine 24

ShepHyken

JULY 13, 2021

Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. ” About: Jason Ten-Pow is the CEO and President of ONR the CX consulting firm he founded in 2009. Authentic Customer Conversations. Collecting, Sharing, and Acting on Customer Knowledge.

2009 82

2009 Consulting Brands Customer Expectations 82

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

Alida

APRIL 5, 2017

After receiving disappointing scores on its 2009 patient satisfaction index, the clinic brought on a team of experts to conduct a quantitative and qualitative study on patients’ expectations. Or Amazon can offer helpful, tailored suggestions for other products and services customers actually want based on search and browsing histories.

Retail 154

Retail Customer Base Rewards Programs Insurance 154

Experience Matters

APRIL 24, 2015

Don’t Confuse Customer Service With Customer Experience (February 2009). If you are interested in customer journey mapping, then you definitely need to read this post: Five Questions That Drive Customer Journey Thinking. Customer service is one set of interactions that are a component of customer experience.

Net Promoter Score 106

Net Promoter Score Customer Journey Mapping 2013 2009 106

ShepHyken

APRIL 30, 2024

In 2009, if you invested in a group of companies recognized for simplicity, you would have dramatically outperformed the stock market by a whopping 1,600%, proving that simplicity delivers in ROI. The concept of simplicity is financially powerful. Siegel+Gale is a consulting firm that specializes in making brands simple.

2009 98

2009 Entertainment Sports Workshop 98

Customer Bliss

NOVEMBER 15, 2016

My most recent book, “Energy Efficiency: Principles and Practices” was published in January 2009 and provides tools and strategies to offer energy efficiency programs. The first, published in 2005 is “Customer Service: Utility Style” this is a primer outlining strategies to provide excellent customer service.

Chief Customer Officer 0

Chief Customer Officer 2005 2009 Social Media 0

ShepHyken

SEPTEMBER 29, 2023

In their 2009 meta-analysis presented by Gallup, Harter et al. These interactions almost always translate into improved customer experiences, fostering loyalty and advocacy. Customers can sense when an employee (or company) is genuinely invested in their needs, leading to stronger relationships and higher customer satisfaction rates.

Engagement 142

Engagement 2009 Employee Experience Loyalty 142

ShepHyken

JULY 13, 2021

Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. ” About: Jason Ten-Pow is the CEO and President of ONR the CX consulting firm he founded in 2009. Authentic Customer Conversations. Collecting, Sharing, and Acting on Customer Knowledge.

2009 69

2009 Consulting Brands Customer Expectations 69

CSM Magazine

DECEMBER 10, 2024

Army Intelligence Analysis unit in 2009. .” Aampe team offsite, Sri Lanka Founded in 2020 by a trio of scientists, Aampe emerged from a unique combination of expertise. Meinshausen, who previously co-founded PaySense (acquired by Prosus/PayU for $185M), met co-founder Schaun Wheeler in a U.S.

2006 52

2006 2009 2025 Consumers 52

Experience Matters

DECEMBER 22, 2014

Hall joined the D-backs in May 2005 as Senior Vice President, Communications, was named president in September 2006 and CEO in January 2009. Needless to say, I really enjoyed the conversation. He proudly points to the core operating framework he adopted called the “ Circle of Success.”

Culture 125

Culture Sports Magazine 2005 125

Forrester

OCTOBER 10, 2014

Prior to 2009, customer focus had not been a crucial part of E.ON''s strategy. We calculated that the gross margin losses based on customer churn during 2009 amounted to approx. Q: When did your company first begin focusing on customer experience? €150m across the group.

2009 87

2009 Customer Experience Automotive Magazine 87

Beyond Philosophy

SEPTEMBER 13, 2016

For instance, a 2009 social media use study by MarketingSherpa found that, among customers, learning about special offers and sales was a prime motivator for consumers to connect with companies through social media. Flexibility, and maintaining an approach that responds to changing stakeholder dynamics, is key.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Brandwatch CX

JANUARY 3, 2019

On 15 January 2009, a US Airways flight crashed on NYC’s Hudson River. In August 2007 the hashtag debuts, first proposed by user @chrismessina. how do you feel about using # (pound) for groups. As in #barcamp [msg]? Chris Messina (@chrismessina) 23 August 2007. In March 2015, Twitter acquired Periscope for $86m.

2006 111

2006 2007 2017 2015 111

CX University

DECEMBER 16, 2024

They draw inspiration from being able to grow professionally, build mastery, and seek purpose and autonomy (Pink, 2009). Employees are increasingly seeking more meaning in what they do. These are new thresholds that must come from mindful leadership.

Customer Journey Mapping 52

Customer Journey Mapping 2024 Culture Innovation 52

Strativity

MAY 30, 2018

The stock market hasn’t been this volatile since the 2008-2009 Financial Crisis. Annualized, this is the most movement of such magnitude since 2009. For our index, we took firms in the Top 25 in this ranking that met the following criteria: The company had to have at least 10 years (2009 to 2018) of publicly traded stock prices.

2009 58

2009 Customer Experience Marketing 2018 58

ShepHyken

FEBRUARY 8, 2021

Fast Company) As we witnessed in the 2009 downturn, if companies react quickly and organize themselves well, there are many opportunities to be gained from this crisis. Next generation is the new generation in customer experience by Carlos Lopez-Abadia.

2021 101

2021 Article Customer Service 2009 101

Win the Customer

NOVEMBER 14, 2016

Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. These days, there are multiple digital channels for customers to choose from; everything from email, live chat and of course, social media.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

Beyond Philosophy

MAY 5, 2016

This buyback agreement, described by Reuters as a framework deal, includes the Jetta Sedan, the Golf compact and the Audi A3 models sold since 2009. Volkswagen AG will buy back almost half a million cars from consumers that bought their 2.0-liter liter diesel cars sold in the U.S. They will not be buying back the Audi and Porsche SUV models.

2005 104

2005 2009 Consulting Consumers 104

ShepHyken

JULY 31, 2018

Before founding ethosIQ in 2009, he worked with companies like Apple, Microsoft, Ticketmaster, and Nike. “If all you focus on is reducing labor costs and network expenses, then you probably won’t have a high NPS or customer satisfaction.” – Scott Walker. About : Scott Walker is the CEO of ethosIQ.

2009 78

2009 Average Handle Time Roadmap Call Center 78

ShepHyken

MARCH 8, 2017

In 2009 they paid $5.1 I’m predicting the owners will sell the domain name for more than seven figures, but for the right brand it will be well worth it. For example, who better to own Toys.com than Toys ‘R’ Us. If you’re in the mortgage business, it seems like Loans.com would be a natural.

Customer Service 118

Customer Service 2009 Banking Customer Service Training 118

PeopleMetrics

MAY 22, 2015

2009 by Phillip Capper , CC BY 2.0. Image Credits: “One of these Things is not like the others.” by JD Hancock , CC BY 2.0. Five Salty Balls by Gabriel Rojas Hruska , CC BY 2.0. Bee drinking raindrops by Michal Oravec , CC BY 2.0. Car Trouble, Millbrook, New York, 9 Nov.

Customer Experience 105

Customer Experience 2009 2013 Download 105

ShepHyken

JULY 31, 2018

Before founding ethosIQ in 2009, he worked with companies like Apple, Microsoft, Ticketmaster, and Nike. “If all you focus on is reducing labor costs and network expenses, then you probably won’t have a high NPS or customer satisfaction.” – Scott Walker. About : Scott Walker is the CEO of ethosIQ.

2009 78

2009 Average Handle Time Roadmap Call Center 78