Optimove

OCTOBER 20, 2022

Social media remains one of the best ways to get your consumer feedback on products and services in real-time and build relationships. Use interactions to ask and know each person’s preferred channel within social media. The Great Recession of 2007-2009 was spurred by the housing bubble in the U.S.

Customer Relationships 98

Customer Relationships Consumers Marketing 2007 98

BirdEye

OCTOBER 6, 2023

Inappropriate or damaging social media use Social media marketing is an art. Inappropriate social media content will damage your brand and your social media reputation. Dissatisfied customers frequently take to online review sites and social media.

Social Media 59

Social Media Airlines 2009 Sales 59

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. photo credit: MoritzBarcelona.

Social Media 42

Social Media 2008 Customer Experience 2009 42

Beyond Philosophy

SEPTEMBER 13, 2016

To summarize, stakeholders now expect more from social media, and are using it more, and more effectively, than ever before. Organizations will need to move past the fear of change and experimentation which social media represents to many C-suite executives. The fear, it must be acknowledged, is not baseless.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Totango

APRIL 7, 2021

In 2009, Apple debuted its “There’s an app for that” commercials – and started a worldwide phenomenon. There are apps for email, taking notes, tracking calendar events, posting to social media and so much more. The phrase spread like wildfire and has provided fodder for cheesy dad jokes to this day.

2009 118

2009 Social Media Download Customer Success 118

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. If you still don’t know how to use social media to work with customers, as a small example, you’re already behind.

Chief Customer Officer 0

Chief Customer Officer 2005 2009 Social Media 0

CSM Magazine

NOVEMBER 21, 2019

Way back in 2009, United Airlines baggage handlers broke Dave Caroll’s $3500 guitar during a flight from Halifax to Omaha. Dave went on to write a book titled “United Breaks Guitars: The Power of One Voice in the Age of Social Media”. Caroll tried to get compensation for almost a year but United refused his claim.

Social Media 78

Social Media Airlines 2009 Customer Retention 78

Russel Lolacher

APRIL 10, 2017

I’ve heard a lot about how Twitter is dying as a social media platform lately. I remember in 2009, when I joined Twitter, it was a. No one is on Twitter. Sound familiar? Apparently no one is on it and we are wasting our time. The truth is, Twitter isn’t dead, it’s just changing.

2009 48

2009 Social Media Customers Customer Care 48

CSM Magazine

MARCH 20, 2023

This includes working with big data, social media, brand-building, and marketing strategies. The book was originally published in 2003 and re-released in 2009, but it stays relevant today as well. David Scott also covers the role of social media and other modern tools in the success of companies.

Books 52

Books Marketing Social Media Advertising 52

Michel Falcon Experience

FEBRUARY 19, 2023

My first mentor in 2009-ish was a gentleman named Patrick Lewis, and he’s still somebody I’m in contact and learning from today, but that just didn’t happen overnight. Many of these individuals are on Instagram or active on some sort of social media platform. One most recently.

Social Media 60

Social Media 2007 2009 Fashion 60

BirdEye

OCTOBER 12, 2022

Since its launch in 2009, Foursquare has become a go-to app for users looking to connect with friends and explore new places. Most people know Foursquare as a social media platform that lets users check in to locations and share their experiences with friends through photos, tips, and comments. So, what are you waiting for?

2009 98

2009 Social Media Information Connections 98

ijgolding

AUGUST 12, 2014

I first met Martin at a customer service conference in 2009 – his knowledge, passion and expertise is infectious – his collaboration with Carolyn has produced a resource that is a ‘must-read’ in my opinion. As a Customer Experience Specialist, I am constantly looking to refresh my knowledge and expertise.

Books 92

Books Social Media Customer Service Roadmap 92

Alida

APRIL 5, 2017

From web traffic to social media, retail brands regularly squeeze out every bit of customer data possible. 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.

Retail 154

Retail Customer Base Rewards Programs Insurance 154

ClearAction

FEBRUARY 7, 2016

Customer Experience Management Using Social Media BKM: Wells Fargo. Customer Experience Social Media Conversations BKM: Dell. 1 2009 Customer Experience Maturity Monitor, Peppers & Rogers Group. 2 2009 Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand, Aberdeen Group.

Article 48

Article Customer Experience 2009 White Paper 48

Beyond Philosophy

JULY 26, 2017

In fact, the numbers show that since 2009, the rate of shrinkflation has been growing at a “staggering pace.” Customers worked out their feelings of disappointment on social media (as one does). Were all the products just in a cold pool? The Great Recession and Shrinkflation.

2009 120

2009 Social Media Consulting Banking 120

Russel Lolacher

AUGUST 30, 2018

In the summer of 2009, with some prodding by Lynn, the couple decided to buy the old computer of their eldest son, Joe. Live Chat, email, social media, phone call, she didn’t care. As this was 2009 and Lynn wasn’t the most computer savvy person, social media wasn’t as obvious a communication channel as it is today.

Social Media 48

Social Media 2009 Information Entertainment 48

Eptica

JUNE 20, 2018

hours per day online , up from just 3 hours in 2009. Make it simple for consumers to rate answers, and further increase efficiency by using the same knowledge base across multiple channels, such as email, social media and the telephone, as well as the web. hours per day online , up from just 3 hours in 2009.

Customer Experience 58

Customer Experience 2009 2018 Consumers 58

SurveySparrow

DECEMBER 11, 2020

During 2009’s recession, the tech giant didn’t stop advertising and continued innovating new products. In 2009 Amazon’s customers bought ebooks more than printed ones and helped the company grow its sales by 28%. During the slowdown, people start to engage more with social media and social ads.

Advertising 52

Advertising Social Media 2009 Brands 52

CX Journey

JANUARY 11, 2018

Acquire New Customers by increasing exposure to your brand and engaging customers on any channel or device they are using, as 71% of consumers who have had a good social media service experience with a brand are likely to recommend it to others. Ford Blakely is the founder and CEO of Zingle.

Omnichannel 58

Omnichannel Communication 2009 Social Media 58

ThriveableBiz

JANUARY 18, 2023

Four types of customers There’s an excellent 2009 Harvard University study by Professor John Quelch and Research Associate Katherine E. In the age of digital marketing, you can use simple and inexpensive tools like social media to stay in touch with customers and grow your relationship with practical content.

2009 98

2009 Insights Books Social Media 98

ReviewTrackers

APRIL 27, 2017

Social media helps for us as well. at the Cleveland Clinic from July 2007 to July 2009, according to Managed Healthcare Executive. . “I think advocacy is still the best marketing,” James Lohan, co-founder of Mr. & Mrs. Smith, said at the Skift Forum Europe.

2007 50

2007 2009 Insurance Healthcare 50

Russel Lolacher

AUGUST 30, 2018

In the summer of 2009, with some prodding by Lynn, the couple decided to buy the old computer of their eldest son, Joe. Live Chat, email, social media, phone call, she didn’t care. As this was 2009 and Lynn wasn’t the most computer savvy person, social media wasn’t as obvious a communication channel as it is today.

Social Media 40

Social Media 2009 Information Entertainment 40

ShepHyken

MAY 26, 2017

seconds in 2009! Bikash Mohanty is the Content and Social Media guy at CloudCherry. As much as success is about dreaming big, the path towards it is all about setting precise targets to hit or even surpass. Usain Bolt bettered his own 200 meters world record of 19.30 seconds in 2008 with a mind boggling 19.19 Forza Italia.

Metrics 95

Metrics Net Promoter Score Blog Effort Score 95

TechSee

DECEMBER 5, 2017

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Lithium is a privately held company headquartered in San Francisco, and was named a Leader in The Forrester Wave: Social Media Management Solutions, Q2 2017.

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116

Bill Quiseng

MAY 8, 2017

Social media accounts might be inaccurate or outdated. In 2006 and in 2009, John was awarded the Technology Executive of the Year, and the Titan of Technology awards by the CTA. While the Internet makes it easy to link up with others, it’s important to ensure connections are managed properly.

2006 98

2006 2009 2017 2011 98

Clarabridge

JULY 18, 2018

In September 2009, Simon Sinek stood in the middle of a stage in a cozy theater in Puget Sound, Washington and delivered one of the most iconic TED talks to date. Although customer experience (CX) was a nascent space back in 2009, it is easy to extend his argument to the customer experience space today.

Measurement 40

Measurement Effort Score 2009 Webinar 40

CSM Magazine

DECEMBER 12, 2019

It’s also a 50% increase from 2009’s record low of $4.06 social media strategy, billing changes). There’s a reason for that: Retail sales hit a record of $6 trillion in 2018, according to the U.S. That’s better than the pre-recession high of $4.4 trillion spent in 2007. Department store sales rose by 1.2%.

Customer Experience 52

Customer Experience 2007 Average Handle Time 2009 52

Customers Rock!

APRIL 14, 2010

We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. Recently on Customers Rock! Countless reports and case studies have proven this linkage. Image credit: TommL ).

2007 61

2007 Social Media 2009 2008 61

ShepHyken

JULY 11, 2022

That includes reviews of your company’s products or services, customer interactions on social media, customer conversations with contact centers, and much more. 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.

Article 25

Article 2022 Customer Service Magazine 25

Clarabridge

MARCH 2, 2017

For example, French hotel group Accor have a ‘thank you score’, the number of social media complaints that are resolved to a point where the customer concludes with a closing expression of gratitude. The Edelman Trust Barometer has measured our trust in institutions, in business, government and media for over 15 years.

Measurement 49

Measurement Net Promoter Score Social Media 2009 49

Clarabridge

MARCH 2, 2017

For example, French hotel group Accor have a ‘thank you score’, the number of social media complaints that are resolved to a point where the customer concludes with a closing expression of gratitude. The Edelman Trust Barometer has measured our trust in institutions, in business, government and media for over 15 years.

Measurement 45

Measurement Net Promoter Score Social Media 2009 45

transcosmos Information Systems

FEBRUARY 13, 2018

Lafley was the CEO of multinational consumer goods company, Procter & Gamble , from 2000 to 2009 and from 2013 to 2015. (Image source: Fortune.com ) Photographer: Francis Specker/Bloomberg via Getty Images. Alan George “A.G.”

2009 84

2009 2013 2015 2016 84

Stella Connect

JANUARY 25, 2018

According to a 2009 Booz & Company report , customer feedback is “one of the largest untapped resources for companies”—a veritable gold mine of business intelligence. This transition is continuing apace, with social media channels becoming an increasingly important part of the mix. How might they share that responsibility?

2018 40

2018 Customer Service Contact Center Omnichannel 40

Storyminers

APRIL 6, 2020

Even though companies are usually taking a step back in times of crisis (for example, during the global economic recession of 2007-2009), this case is totally different. The media might be more inclined to show what a large corporation has done, but even if you are a start-up, with no marketing strategy or whatsoever, you can still help.

Brands 59

Brands 2007 2009 Social Media 59

ijgolding

NOVEMBER 28, 2014

Unbeknown to United at the time, Dave Carroll is a Canadian musician and a member of the band ‘Sons of Maxwell’ As a result of the lack of desire demonstrated by United to deal with the issue, Dave felt that his only option was to reach out to social media to share his experience with as many people as possible.

2012 127

2012 Social Media 2014 Airlines 127

Horizon CX

NOVEMBER 7, 2019

For all the good that has come from social media, some of it has degraded into a no-holds-barred inflaming finger-pointing interchange of bombastic and profane nonsense only meant to jack up people’s emotions to the level of inciting verbal terrorism. So why has this kind of language become so much more prevalent?

2009 45

2009 Books Social Media Culture 45

Qualtrics

JULY 15, 2019

Social Media – 72% of customers expect a response to a complaint in under an hour. Today, Customer Service via social is imperative. What Amazon has been able to do whether, through its website, the app or social media is to carry the experience through across multiple channels.

Customer Experience 37

Customer Experience E Commerce Social Media Apparel 37