InMoment XI

APRIL 12, 2017

In a 2011 article in Fast Company, author Brian Solis wrote: “It’s not just about communicating with customers, it’s about showing. View Article

2011 239

2011 Engagement Customer Centricity Article 239

Experience Investigators by 360Connext

MAY 27, 2015

She is the author of Everybody Writes: Your Go-To Guide to Creating Ridiculously Good Content and co-author of the best-selling Content Rules: How to Create Killer Blogs, Podcasts, Videos, Ebooks, Webinars (and More) That Engage Customers and Ignite Your Business (Wiley 2011). Want a full workup on her?

Customer Experience 272

Customer Experience 2011 Books Customer Journey 272

Experience Investigators by 360Connext

JUNE 9, 2015

To demonstrate how the experience has grown in importance, that number was 34% back in 2011. Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. The challenge for today’s business is how to differentiate the experience they provide and stand out in a sea of sameness.

Customer Experience 292

Customer Experience Net Promoter Score Hotels 2011 292

CloudCherry

SEPTEMBER 1, 2019

His first book, The Challenger Sale: Taking Control of the Customer Conversation (Penguin, November 2011), was a #1 Amazon and Wall Street Journal bestseller and has sold more than half a million copies worldwide.

2013 244

2013 2011 2012 2010 244

Experience Investigators by 360Connext

JANUARY 7, 2015

And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

InMoment XI

APRIL 26, 2011

To help you achieve that goal, join me and VOC practitioners and experts from around the globe on May 15 – 18, 2011, at the Engage Summit 2011. As VOC practitioners, you need to ensure that the data you collect is actionable and relevant to other business leaders in your organization. But hurry, we are almost sold out for the event.

2011 150

2011 Engagement Events 150

InMoment XI

APRIL 26, 2011

To help you achieve that goal, join me and VOC practitioners and experts from around the globe on May 15 – 18, 2011, at the Engage Summit 2011. As VOC practitioners, you need to ensure that the data you collect is actionable and relevant to other business leaders in your organization. But hurry, we are almost sold out for the event.

2011 150

2011 Engagement Events 150

InMoment XI

APRIL 26, 2011

To help you achieve that goal, join me and VOC practitioners and experts from around the globe on May 15 – 18, 2011, at the Engage Summit 2011. As VOC practitioners, you need to ensure that the data you collect is actionable and relevant to other business leaders in your organization. But hurry, we are almost sold out for the event.

2011 150

2011 Engagement Events 150

Experience Investigators by 360Connext

MAY 20, 2015

In fact, customer complaints via social networks has nearly doubled from 19% to 35% since 2011. They will carry those emotions with them as they tell their spouses about how YOUR BUSINESS ruined their days. They will go out of their way to persuade people to avoid your offers. They will seek out your competitors just to spite you.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

eglobalis

AUGUST 13, 2024

Tim Cook, who succeeded Steve Jobs as CEO in 2011, currently leads Apple. Apple’s Services division, which includes the App Store, Apple Music, iCloud, and AppleCare, has also seen substantial growth, reflecting the company’s strategic shift towards a more services-oriented business model.

E-support 445

E-support Innovation Customer Centricity Loyalty 445

InMoment XI

APRIL 12, 2017

In a 2011 article in Fast Company, author Brian Solis wrote: “It’s not just about communicating with customers, it’s about showing. View Article.

2011 150

2011 Engagement Customer Centricity Article 150

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. Now the question becomes what should Wells Fargo do next?

2011 141

2011 Banking 2016 Financial 141

Experience Investigators by 360Connext

MARCH 30, 2021

In 2011, Tumblr began displaying messages like this one with their servers went down. So why not embrace the fact that we’re all in this together and you don’t have to ruin somebody’s day? Tumblr let people know about service interruptions with their much-memed TumblBeasts.

2011 251

2011 Customer Journey Mapping 2012 Brands 251

Customer Bliss

JULY 3, 2018

Greg is a graduate of the 2006 Greater Baltimore Committee (GBC) Leadership program, was a 2011 recipient of the Maryland Daily Record’s VIP List Successful by 40 Award, was named by the Chesapeake Human Resources Foundation (CHRF) as a 2011 Fellow, and was awarded the SmartCEO Executive Management Award in 2013.

Government 120

Government Customer Experience Management Customer Experience Management 120

Alida

JUNE 16, 2016

In 2011, she co-founded the Customer Experience Professionals Association , an industry group that has now over 4,000 members. Her second book, I Love You More Than My Dog , was published in 2011 and was named by Inc magazine as one of the best books for business owners. Her blog is widely recognized as one of the top blogs on CX.

Chief Customer Officer 124

Chief Customer Officer 2011 2006 2016 124

ShepHyken

MAY 3, 2019

Similarly, as far back as 2011, RightNow’s 2011 Customer Experience Impact Report found that 55 percent of consumers said that easy access to support and information can make them fall in love with a brand. 74 percent said they will do repeat business with a company if their experience is easy.

Blog 122

Blog 2011 Loyalty Definition 122

eglobalis

OCTOBER 1, 2017

Founded in 2011, the CXPA is the premier global non-profit international organization dedicated to the advancement and cultivation of the Customer Experience profession.

Customer Experience Professionals 154

Customer Experience Professionals CEM Customer Experience 2011 154

Beyond Philosophy

OCTOBER 6, 2015

Even worse, according to the BBC, a German newspaper reported that they were told by one of their engineers at a part supplier in 2011 that this emissions test was a problem. Experts posit that these vehicles would emit 10 to 40% more than what shows up on the test. A class action lawsuit has already been filed in California.

2011 162

2011 Banking Consulting Government 162

Experience Matters

SEPTEMBER 21, 2016

During a period between 2011 and 2015, it is estimated that there were as many as 1.5 In case you missed this in the news, Wells Fargo is under investigation for opening fraudulent accounts for its customers. million deposit accounts and more than half a million credit card accounts opened inappropriately on behalf of customers.

2011 118

2011 Leadership Culture 2015 118

Forrester

APRIL 1, 2015

Back in 2011, we initiated a bold transformation project within TSIC. I had a chance to sit down with Simon Dodsworth (SD), VP, Voice and Mobile; Rickard Bäcklin (RB), VP Brand & Marketing, and Linda Bennet- Jansson (LBJ), CX Manager to discuss their relatively young customer experience (CX) program.

2011 105

2011 Telecommunications 2014 Roadmap 105

Experience Matters

DECEMBER 30, 2014

Here’s the executive summary: We asked over 200 large companies about how they use customer experience (CX) metrics, and then we compared their answers with similar studies we conducted in 2011, 2012, and 2013. The most commonly used metric is likelihood-to-recommend, which has been steadily rising in popularity over the past few years.

2014 110

2014 Metrics Customer Connectedness Customer Experience 110

Experience Matters

OCTOBER 17, 2014

In addition, people are starting to discuss the notion of customer effort , which is an area that we’ve been measuring in our Temkin Experience Ratings since 2011. We felt as though the new language would simplify our discussions about customer experience. Customer experience'

Customer Experience 133

Customer Experience 2008 2011 Definition 133

Beyond Philosophy

FEBRUARY 19, 2019

Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand. However, she knew the Customer Experience was a significant influence in the success of retailers in the disruptive retail environment of 2011 and beyond. During her tenure, Kahn asked retailers to describe their idea of a great retailer.

Retail 142

Retail 2011 Competitive Advantage Books 142

Experience Matters

DECEMBER 31, 2014

9 Recommendations For Net Promoter Score (NPS) (2011). As I’ve noted in parenthesis, some of these posts were written in previous years. 14 Customer Experience Trends for 2014 (The Year of Empathy). 2014 Temkin Experience Ratings. Don’t Confuse Customer Service With Customer Experience (2009).

2014 101

2014 Net Promoter Score 2009 2008 101

Experience Matters

DECEMBER 6, 2017

Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011.

2017 91

2017 Metrics 2011 Customer Experience 91

Beyond Philosophy

DECEMBER 19, 2016

In 2011, it ran a full-page newspaper ad telling people NOT to buy its jacket because consumption of goods causes environmental degradation. We’re encouraged to see the great interest from so many in making buying decisions that align with strong environmental values – and taking steps to get more directly involved as well.”.

Sales 141

Sales Banking 2011 2012 141

Maz Iqbal

JANUARY 29, 2015

Back in 2011 I asked this question: Customer Experience: What About The ‘Product’? And I ended that conversation with the following assertion: The product is not in one domain and Customer Experience in another domain.

Loyalty 85

Loyalty 2011 Customer Experience Customer Experience Management 85

Customer Bliss

JANUARY 14, 2016

We started the Customer Immersion Program in 2011, with the idea that we had to throw back the covers on all of our work and immerse ourselves in understanding what it was like to be an Adobe customer. That said, Adobe is a company with deeply passionate customers, and we knew we needed to do more.

Connections 146

Connections 2007 2011 Customers 146

Customer Bliss

JANUARY 14, 2016

We started the Customer Immersion Program in 2011, with the idea that we had to throw back the covers on all of our work and immerse ourselves in understanding what it was like to be an Adobe customer. That said, Adobe is a company with deeply passionate customers, and we knew we needed to do more.

Connections 141

Connections 2007 2011 Customers 141

Beyond Philosophy

MAY 8, 2017

Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. In brief, the study asked a number of participants to “drive” a car in a video game and they measured several factors, including speed, power, aggressive behavior and risk-taking.

Brands 141

Brands Customer Experience Advertising 2011 141

CX Accelerator

FEBRUARY 6, 2019

For those not familiar, the idea of "Next Issue Avoidance" was introduced as part of "The Effortless Experience " in 2011. It was "Next Issue Avoidance" and how support leaders are bringing this critical concept to life. It means resolving the customer's implicit issue(s) as well as their explicit issue(s).

Contact Center 206

Contact Center 2011 B2C Metrics 206

Customer Bliss

JULY 11, 2017

She has twice been selected by the Silicon Valley Business Journal – in 2011 as one of Silicon Valley’s “40 Under 40” young tech leaders, and in 2013 as one of Silicon Valley’s 100 Most Influential Women. Catherine has been featured in Harvard Business Review, The Wall Street Journal, Fast Company, and TEDx.

Leadership 0

Leadership Customer Experience 2013 2011 0

Customer Bliss

MAY 3, 2017

His first book, The Challenger Sale: Taking Control of the Customer Conversation (Penguin, November 2011), was a #1 Amazon as well as Wall Street Journal bestseller, selling more than half a million copies worldwide. In addition to his management responsibilities at CEB, Matt is a noted business writer.

Customer Service 134

Customer Service 2013 Contact Center 2011 134

Customer Bliss

OCTOBER 3, 2019

Leslie helped guide the company and clients through the economic downturn and a period of regulatory changes before accepting her current role in 2011. She joined Citi in 2002 and held a number of portfolio management, marketing, and customer engagement positions.

Culture 147

Culture Customer Experience 2002 Retail 147

Experience Matters

APRIL 24, 2015

9 Recommendations For Net Promoter ® Score (June 2011). We do a lot of work in customer service, since it is often a key moment of truth for many customer journeys. Here’s a link to other content we’ve written about customer service.

Net Promoter Score 106

Net Promoter Score Customer Journey Mapping 2013 2009 106

ShepHyken

APRIL 25, 2023

I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner.

2011 110

2011 Workshop Insurance Customer Service Training 110