Brandwatch CX

JANUARY 5, 2019

Facebook was launched on February 4, 2004 , by Mark Zuckerberg and his Harvard College roommates. In March 2004 , Facebook expanded to the universities of Columbia, Stanford, and Yale. Facebook is now the 4th most valuable brand in the world with a value of $73.5bn. Although 75% of brands will pay to promote posts.

Advertising 97

Advertising Video Brands Financial 97

CX Journey

DECEMBER 11, 2018

I believe the latest edition was updated in 2004. In 2012, I wrote about his first book, Brand Integrity , and in 2013, I wrote about his second, Engaged! A Journey Into the Heroic Environment by Rob Lebow I read the original edition of this book, which was written in 1997.

Leadership 151

Leadership Guidelines Travel Culture 151

BlueOcean

OCTOBER 17, 2023

The first mainstream mention of ESG as a concept came from the United Nations in 2004 in their report titled “ Who Cares Wins.” In most cases, this is a moot point—what matters most is that they can deliver a quality solution that aligns with your brand and wows your customers.

How To 177

How To Government Guidelines Effort Score 177

Michelli Experience

JULY 27, 2016

I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience). In fact, the brand recently opened its first “express store” in London’s Canary Wharf.

Leadership 100

Leadership Course Engagement Employee Experience 100

Beyond Philosophy

APRIL 2, 2020

Tribalism is key to the Apple brand. If you see lots of people using Apple products, or if you hear from many friends how good the latest Apple product is or you see lines outside the store, it influences your perception of the brand. Price Image is at play in the Apple brand, too. Their brand has an excellent Halo Effect.

Retail 159

Retail Training Brands Examples 159

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It differs from the Recommendation Cluster in that people talk about your brand to people that didn’t ask. Advocacy Cluster emotions inspire your customer to promote your brand.

Net Promoter Score 155

Net Promoter Score Insurance Call Center Training 155

InteractionMetrics

JUNE 10, 2021

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. Fees are typically half those of the of the big box brands, making expert solutions available to all organizations seeking to improve the customer experience.

Metrics 52

Metrics Interaction Brands Survey 52

CSM Magazine

MARCH 24, 2022

Lasting brand loyalty is cultivated from continuous service throughout the lifecycle of any particular product and managing these engagements for quality can be difficult when multiple players are involved. For retail business, the customer journey extends far beyond the initial sales engagement. Enhance performance. About the Author.

Retail 119

Retail Self Service Customer Experience How To 119

Horizon CX

MARCH 1, 2021

In 2004, D. Our stated business case that quarterly objectives were less likely to be achieved without taking care of customers drew nods but little change in perspective. The analogy of pushing wet spaghetti up a hill was often raised. Randall Brandt at Burke, Inc.

ROI 130

ROI Return on Investment Financial Customer Satisfaction 130

Kustomer

NOVEMBER 1, 2021

Since formally hitting the scene in 2004, the podcast space has become an exciting resource and touchstone for business information and trends. Then in 2004, BBC and The Guardian journalist Ben Hammersley merged the words ‘iPod’ with ‘broadcast’ officially coining the term ‘podcast.’ The Power of the Podcast.

Customer Service 90

Customer Service Entertainment Trends Social Media 90

Horizon CX

JULY 15, 2019

When I first began my CX journey back in 2004, I was in that state of needing to learn a brand-new discipline where the learning options were few and far between—books, webinars, meetings, vendor conferences, and some short 1-day vendor presentations on the topic.

Course 113

Course Training Entertainment Exercises 113

ReviewTrackers

JANUARY 1, 2018

A number of research studies suggest that online reviews are more trustworthy and useful than branded social media content, advertising, information from salespeople, and even natural search engine results. Online Review Websites Your Business Should Track. General Review Sites. million accommodations, restaurants, and attractions.

Automotive 109

Automotive Hotels Travel Healthcare 109

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Barry Dalton. Colin is recognized by Linkedin as one of the ‘World’s Top 150 Business Influencers’.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Totango

MAY 27, 2022

A product-led growth strategy brings together several critical components of SaaS marketing, sales, and support, including: Customer acquisition: awareness of the freemium product brings the customer to the brand. A PLG strategy makes your team prioritize delivering customers a superior product, improving customers’ experience of your brand.

Customer Retention 126

Customer Retention Sales Software Strategy 126

Michelli Experience

JULY 17, 2018

A chain of 9,000 stores in 2004 has been reduced to a brand with three brick and mortar locations. The Papa John’s customer experience lesson requires us to ask where and how might I communicate a thought or feeling in a way that will be hurtful, divisive or destructive to my brand? Voice Search.

Customer Experience 70

Customer Experience Infographics Video Social Media 70

C Space

APRIL 28, 2020

The Brand Move Roundup – April 28, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. million in sales when it reopened this weekend.

Brands 52

Brands Wireless Social Media Sales 52

C Space

JUNE 25, 2020

The Brand Move Roundup – June 25, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. Schott Foundation.

Brands 52

Brands Airlines Travel Transportation 52

Kristina Evey

JUNE 13, 2018

Needle ( 2004 ), stated that organizational culture represents the collective values, beliefs and principles of organizational members. Organize and operate on your brand – cultivate your cultural priorities – design your organization to cultivate the way your company works together?

Customer Experience 120

Customer Experience Culture Leadership Customers 120

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Barry Dalton. Colin is recognized by Linkedin as one of the ‘World’s Top 150 Business Influencers’.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Retently

JULY 28, 2023

Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth. 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

Optimove

AUGUST 4, 2021

In his 2004 famous Ted Talk, Choice, Happiness and Spaghetti Sauce , Malcolm Gladwell talked about cluster analysis in marketing and helped to popularize the notion that marketing SHOULD be personalized. From a Wince to Delight.

Groups 98

Groups CRM Ecommerce Comparison 98

ShepHyken

JANUARY 31, 2020

Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the support agents of a company do not match their communication styles with the expectations of the age group they are dealing with. Matures- born before 1945.

Customer Service 87

Customer Service Social Media Entertainment Guidelines 87

Magellan Solutions

AUGUST 31, 2022

Instead of depending just on the outsourced team’s brand value, evaluate their skills. In 2004, J.P. in 2004, the bank decided to dissolve the agreement. Due to its inability to pay its debts, EDS had paid off more than $500 million in lost assets by 2004. MORGAN ABANDONS IBM. CASE STUDY. Morgan Chase & Co.

Examples 75

Examples Case Study How To Banking 75

ReviewTrackers

DECEMBER 4, 2018

Founded in 2004, it has also become one of the top digital platforms for businesses looking to improve their online reputation, enhance their search engine visibility, engage with potential and existing customers, and drive more people to their business locations. Yelp Factsheet. Follow These Review Management Dos and Don’ts.

Advertising 84

Advertising Automotive Study Entertainment 84

ShepHyken

JANUARY 31, 2020

Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the support agents of a company do not match their communication styles with the expectations of the age group they are dealing with. Matures- born before 1945.

Customer Service 82

Customer Service Social Media Entertainment Guidelines 82

Beyond Philosophy

APRIL 20, 2023

Expanding Too Quickly Around 2004, I made the mistake of thinking that my global Customer Experience Consultancy was about to experience rapid growth. Colin has spoken at hundreds of conferences, including some of the world’s largest brands. They are gold…or, I should say, diamonds. Click here.

Conference 78

Conference Consulting Sales Culture 78

Customer Bliss

AUGUST 2, 2016

Between 2004 and 2009, there was a gradual evolution in what Oracle did with customer feedback. Getting the biggest, strongest brands on the planet as advocates for Oracle. Essentially, they asked customers questions — and then had very little idea where the feedback was going or if it was benefiting product enhancement.

Chief Customer Officer 100

Chief Customer Officer Customer Experience Feedback Leadership 100

ReviewTrackers

SEPTEMBER 1, 2020

Founded in 2004, it has also become one of the top digital platforms for businesses looking to improve their online reputation, enhance their search engine visibility, engage with potential and existing customers, and drive more people to their business locations. Yelp Factsheet. Follow These Review Management Dos and Don’ts.

Advertising 81

Advertising Automotive Study Entertainment 81

ReviewTrackers

APRIL 17, 2019

Founded in October 2004 in San Francisco, California, Yelp is the go-to site for diners looking to discover great places to eat. However, GrubHub plans to remove the Eat24 brand in the near future. MenuPages, also a GrubHub brand, is a restaurant search portal that aims to help users find places to eat.

Hotels 94

Hotels Travel Hospitality Advertising 94

C Space

OCTOBER 2, 2020

The Brand Move Roundup – October 2, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19. retail sales, up from 14% last year.

Brands 40

Brands Apparel Retail Fashion 40

Helen Dewdney

SEPTEMBER 13, 2019

Dangerous dryers under the Hotpoint, Indesit, Creda, Swan and Proline brands were sold in the UK for 11 years. 750 fires have been reported involving Hotpoint, Indesit and Creda tumble dryers during the period 2004 and 2018, including three injuries. All machines affected were manufactured between April 2004 and September 2015.

Government 52

Government Consumers Report Company 52

Esteban Kolsky

APRIL 13, 2015

I will gladly contribute to the first one – because i’ve been saying this for far longer than i remember: Michael Maoz (of Gartner fame and a good friend and former colleague while I was there ) and I talked about this in 2002-2004 and then had to give it up since no one cared. Still, no one cared.

CRM 60

CRM Training Marketing Technology 60

BirdEye

JANUARY 11, 2023

The main goal is to find ways to engage with your target audience by creating meaningful relationships that drive brand awareness and ultimately lead to conversions. This gives your brand a personal touch and encourages followers to engage deeper, making them more likely to make the jump from follower to customer.

Social Media 98

Social Media Multi-Channel Advertising Video 98

Interactions

OCTOBER 17, 2019

“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. Not only have we been globally recognized as the leader in Conversational AI by analyst firms, but we have proved it by delivering transformational results to the world’s largest brands.

Interaction 48

Interaction Customer Care Innovation Study 48

Bob Hayes

MAY 7, 2018

2004; Fornell, et al., I found that the correlation between the Mean Score and the NPS across the 48 brands was.97! That is, the NPS does not provide any additional insight beyond what we know from the Mean Score; both metrics are telling us essentially the same thing about how the brands are ranked relative to each other.

NPS 89

NPS Net Promoter Score Data Loyalty 89

Bob Hayes

MAY 7, 2018

2004; Fornell, et al., I found that the correlation between the Mean Score and the NPS across the 48 brands was.97! That is, the NPS does not provide any additional insight beyond what we know from the Mean Score; both metrics are telling us essentially the same thing about how the brands are ranked relative to each other.

NPS 86

NPS Net Promoter Score Data Loyalty 86

Retently

JUNE 24, 2018

Uploading your company’s logo, applying your brand colors and style should be among some of the available customization features impacting the look of your surveys. This way, you can approach the recipients with something they are already familiar with – your brand identity. Native integrations. NPS software pricing.

NPS 90

NPS Net Promoter Score Software How To 90