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 199

Automotive Loyalty 2016 2009 199

InMoment XI

DECEMBER 23, 2008

I’ve been doing a lot of research lately on Software-as-a-Service (SaaS), and have come to the conclusion – given the current state of the economy which is forcing businesses to do more with less (e.g. collect more feedback and increase customer and employee loyalty; spend less on surveying, infrastructure and staff, and yet get the.

2009 150

2009 Loyalty Article Feedback 150

InMoment XI

DECEMBER 23, 2008

I’ve been doing a lot of research lately on Software-as-a-Service (SaaS), and have come to the conclusion – given the current state of the economy which is forcing businesses to do more with less (e.g. collect more feedback and increase customer and employee loyalty; spend less on surveying, infrastructure and staff, and yet get the.

2009 150

2009 Loyalty Article Feedback 150

InMoment XI

DECEMBER 23, 2008

I’ve been doing a lot of research lately on Software-as-a-Service (SaaS), and have come to the conclusion – given the current state of the economy which is forcing businesses to do more with less (e.g. collect more feedback and increase customer and employee loyalty; spend less on surveying, infrastructure and staff, and yet get the.

2009 150

2009 Loyalty Article Feedback 150

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

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

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

CX University

SEPTEMBER 18, 2018

In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1. 1, (Spring 2009): 54-58. ensures that senior leaders set the strategic direction, 2. Trahant, Bill.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

Clarivate

OCTOBER 31, 2023

It shows an acceleration in published research output, which increased five-fold between 2009 and 2021, well outpacing the U.S. Our latest ISI report, China’s research landscape , draws on Web of Science data to reveal the trajectory and dynamics of China’s research landscape. Our analysis suggests this trajectory is likely to continue.

2009 75

2009 2022 2018 2021 75

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 Employee Experience 2009 Loyalty 142

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

CX University

APRIL 2, 2024

Pink (2009) states that when employees have a purpose in their work, are provided with opportunities to develop mastery in what they do, and have autonomy, they will be engaged. Environment: Characterized by trust and supportive relationships. Work: Work is meaningful and provides recognition and growth. A Challenge to CX Strategies?

2009 52

2009 White Paper Financial 2024 52

One Millimeter Mindset

DECEMBER 28, 2022

I commenced blogging in 2009. What is our next one millimeter forward together as we traverse towards 2023? How have your focus and perspective evolved? Heading towards a new year together, I remain grateful for your readership, inspiration and support. How about you?

Travel 87

Travel 2023 2009 Consulting 87

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

The DiJulius Group

MARCH 4, 2021

Ten years later, it was bought by Amazon for $1 billion during one of the worst economic recessions back in 2008-2009. Zappos started out in a living room with the original goal to get people to buy shoes online. How did Tony Hsieh take an unthinkable business model and turned it into a billion-dollar business? Read Full Article.

2009 52

2009 2008 Customer Experience Article 52

Beyond Philosophy

NOVEMBER 29, 0002

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 112

2005 2009 Consulting Consumers 112

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

BirdEye

MAY 4, 2023

The company itself is based out of Palo Alto, California, and was founded by Adi Tatarko and Alon Cohen back in 2009. It is, at its core, a home improvement website, online community, and marketing tool. Today, the site has over 65 million users and is a go-to resource for home improvement-related businesses nationwide.

Social Media 96

Social Media 2009 Magazine Feedback 96

Forrester's Customer Insights

NOVEMBER 1, 2018

Forrester’s customer experience Forums are in their tenth year — from our first one in 2009 in New York, they’ve grown and spread to San Francisco, London, Singapore, and other cities around the world and become yearly destinations for CX pros far and wide. CX Europe 2018 is just 10 days from now — Tuesday […].

2018 49

2018 2009 Insights Customers 49

Optimove

OCTOBER 20, 2022

The Great Recession of 2007-2009 was spurred by the housing bubble in the U.S. Marketers should use their existing customer base to re-acquire churned customers and increase spending by active ones. A new era of marketing. Marketers have weathered economic downturns in the past. It was followed by a protracted recovery.

Customer Relationships 98

Customer Relationships Consumers Marketing 2007 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

Totango

APRIL 7, 2021

In 2009, Apple debuted its “There’s an app for that” commercials – and started a worldwide phenomenon. This article explores Totango’s workflow integrations including Segment and Zapier, but these are just a few of the ways you can automate and streamline your workflows with Totango.

2009 118

2009 Social Media Download Customer Success 118

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

Education Services Group

FEBRUARY 3, 2021

Founded in 2009, inSided is headquartered in Amsterdam with an office in New York. With integrations like Zendesk, Skilljar, Salesforce, Mixpanel, and Gainsight, you can connect inSided to the rest of your tech stack and create a 360° view of your customer. For more information visit insided.com.

Customer Success 52

Customer Success 2009 Webinar Consulting 52

CSM Magazine

APRIL 18, 2024

Founded in 1998 by Dave Stephens, DSSL Group was formed in 2009 and is now run by Dave’s eldest son Aaron Stephens as Group Managing Director with his two brothers alongside him on the board.

Management 52

Management 2009 2018 Customer Relationship Management 52

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

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

ClearAction

JULY 20, 2023

Especially in hard times like the 2009 global financial crisis and the 2020 global pandemic, demand for tech skyrocketed. Non-stop for the past 25 years, technology for experience management and marketing have been super hot since CRM arrived on the scene.

Technology 62

Technology Customer Success 2009 Consulting 62

ShepHyken

JUNE 13, 2022

In 2009 only 18% of the value of the top 100 brands was in subscriptions. (CustomerThink) Some of us are old enough to remember when subscriptions were limited to just sports clubs, newspapers, and magazines. In fact, the subscription-based business model has been around since the 1770s. This grew to 29% by 2018.

2022 69

2022 Article Customer Service Magazine 69

ShepHyken

AUGUST 6, 2023

remains unchanged since 2009 while inflation reached 6.2% BONUS State Of Tipping Culture In America – Survey Report by Malia McCabe (DealAid) In America, minimum federal hourly cash wage for tipped employees is $2.13 as of 2023 and minimum federal wage of $7.25 in 2022 and 5.4%

Article 62

Article 2023 Customer Service Magazine 62

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.

Average Handle Time 78

Average Handle Time 2009 Roadmap Call Center 78

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.

Average Handle Time 78

Average Handle Time 2009 Roadmap Call Center 78

Amity

MAY 5, 2016

— Japman Bajaj (@Japman_Bajaj) December 22, 2009. — MaRS (@MaRSDD) August 5, 2009. — Parature (@Parature) October 27, 2009. — Michael Hyatt (@MichaelHyatt) January 7, 2009. @TheCodeFactory @ckdarby not to mention unsustainable revenue. This is a one-off deal like selling assets. ClientSuccess.

Net Promoter Score 57

Net Promoter Score 2007 2008 Customer Success 57

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

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

Forrester's Customer Insights

MARCH 17, 2020

This has been the disappointing end to the nation’s first digital transformation effort, which started in 2009 as the American Recovery and Reinvestment Act funneled $35 billion into subsidized EHR implementations. Electronic health records (EHRs) have decimated physician productivity, while patient satisfaction remains stagnant.

2009 40

2009 Financial Customer Change Healthcare 40

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. 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. The Great Resignation is also upon us.

E Commerce 97

E Commerce 2021 E-support Contact Center 97