Horizon CX

MARCH 1, 2021

The head of sales and marketing and the head of services aligned with all the reasons why Customer Satisfaction and Loyalty had to be the company’s number one operating pillar. In 2004, D. Marketing – HorizonCX, LLC. The issue at hand was the conflict that debated the company priority: Customer Satisfaction or quarterly numbers.

ROI 130

ROI Return on Investment Financial Customer Satisfaction 130

NetBase

MARCH 24, 2020

Consumers are embracing the Evolving Food Delivery Market – especially as COVID-19 continues to spread. While food delivery is nothing new, the Romans had their own version of take out as far back as 753 BC – online and mobile app ordering is a bit more recent, starting in 2004.

Marketing 46

Marketing Consumers Trends Tips 46

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. The CXO’s influence reaches across call centers, marketing, sales, billing, customer support, and other areas where a customer-centric approach is necessary.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

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. At this point, I had done little more marketing for my Customer Experience consultancy than writing and marketing the books. They are gold…or, I should say, diamonds. Click here.

Conference 78

Conference Consulting Sales Culture 78

Totango

MAY 27, 2022

SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth. Product-led growth is a marketing, sales, and customer retention strategy that relies on the customer’s experience with the product to drive purchases. What Is Product-led Growth (PLG)?

Customer Retention 123

Customer Retention Sales Software Strategy 123

Customer Bliss

MAY 24, 2016

Alison Circle, Chief Customer Experience Officer for Columbus Metropolitan Library (CML), has more than 25 years marketing experience. For 13 years she was National Marketing Director for Garrison Keillor and “A Prairie Home Companion.”. In 2004 she joined CML as Director of Marketing and Strategic Planning.

Leadership 135

Leadership Marketing Engagement Connections 135

Michelli Experience

MARCH 2, 2016

Having worked with Starbucks since 2004, as I began my journey to my first of two books about them ( The Starbucks Experience and later Leading the Starbucks Way ), friends and colleagues are quick to contact me whenever Starbucks makes the news. That goes for both good and bad news!

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs How To 100

ijgolding

MARCH 20, 2018

While I was there, the agency started working with something called experience-based branding. I found it fascinating to think about how you could build your brand by how you served and communicated with your customers. I started EarlyBridge in 2004. When I look back on it, this was for me the start of customer experience.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

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. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Optimove

AUGUST 4, 2021

In a recent CommerceNext survey of CMOs, “Retention/Loyalty Marketing” was named the area where marketing leaders are looking to increase their investment the most. So we ran comprehensive research, took a deep dive into the numbers, and resurfaced with a clear conclusion that all these marketing folks?

Groups 98

Groups CRM Ecommerce Comparison 98

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. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Alida

APRIL 7, 2016

That disintermediation started about a decade ago when customers—for the first time ever—started being able to talk about brands and companies and products without the company engaging in the conversation.”. Even the venerable Pew Research has seen its response rate plummet from 36 percent in 1997 to only nine percent in 2004.

Software 169

Software Survey Company eBook 169

BirdEye

JANUARY 11, 2023

We’ll cover topics such as best practices for using social media marketing, content ideas, staying safe on social networks, and more. Its simple interface makes it incredibly user-friendly and features like Facebook Business Manager help businesses optimize the platform for advertising and marketing.

Social Media 98

Social Media Multi-Channel Advertising Video 98

ShepHyken

JANUARY 31, 2020

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Score says that 91% of your clients will leave your company for an alternative brand if they experience bad customer service. Millennials (also called Gen Y)- born in between 1982 and 2004. Matures- born before 1945. Gen Z- born from 2005 to present.

Customer Service 113

Customer Service Social Media Entertainment Guidelines 113

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. This area is marketing’s job. It differs from the Recommendation Cluster in that people talk about your brand to people that didn’t ask. It was a tough audience. It’s as simple as that.

Net Promoter Score 155

Net Promoter Score Insurance Call Center Training 155

ShepHyken

JANUARY 31, 2020

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Score says that 91% of your clients will leave your company for an alternative brand if they experience bad customer service. Millennials (also called Gen Y)- born in between 1982 and 2004. Matures- born before 1945. Gen Z- born from 2005 to present.

Customer Service 107

Customer Service Social Media Entertainment Guidelines 107

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

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

West Monroe

SEPTEMBER 4, 2023

Beauty is a digitally native brand. We think of ourselves as the OG digital disruptor because we started premium cosmetics for $1 back in 2004, when e-commerce wasn’t nearly as popular as it is today. What are you going to build in your infrastructure that allows you to move fast?

Culture 52

Culture e-support Innovation Loyalty Programs 52

InteractionMetrics

JUNE 19, 2023

More often, they oversee operational issues or marketing, but not the whole enchilada. “As an app, software, or website owner, your product is not the totality of your brand and, therefore, not the totality of the customer experience.” But they should. ” writes Rafał Warniełło. Walk in their shoes. [iii]

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

BirdEye

MAY 19, 2023

Like the Charles Schwab managers, you can use feedback loops to reduce complaint feedback and connect quickly with unhappy clients to avoid negative consequences to your brand. If your company uses feedback loops to improve the products, customers are more likely to be enthusiastic ambassadors of your brand.

Examples 52

Examples Feedback Net Promoter Score Effort Score 52

ProProfs Chat

SEPTEMBER 20, 2019

So while companies have large target markets, they also have more competition for the information they want. Like the rest of the market, surveys too have come a long way from paper surveys handed out to each customer exiting a shop. Invented in 2004, NPS was called the “the one question you’ll ever need.”

Survey 56

Survey Net Promoter Score Effort Score NPS 56

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. Roseanne Barr) or in a seemingly private conference call with a marketing firm (e.g., This week while reading PR Daily I ran across an article on the growth of voice search and how to optimize your brand to respond to this trend.

Customer Experience 70

Customer Experience Infographics Video Social Media 70

CX Workout - Ideas Blog

DECEMBER 22, 2020

The goal of every brand is to create positive emotional experiences that deepen the brand’s relationship with its customers or buyers. Yet, somehow, try as they may, evoking gratitude is a challenge for most brands. Conversely, we also asked them to name a brand that let them down and then to describe that experience, too.

NPS 52

NPS Financial Survey Effort Score 52

Retently

OCTOBER 19, 2018

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. The CCO’s influence reaches across call centers, marketing, sales, billing, customer support, and other areas where a customer-centric approach is necessary.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

NetBase

OCTOBER 9, 2019

We’ll explore the many ways the wrong social analytics solution, offering inaccurate insight, could result in brands misunderstanding potential market opportunities. Blockbuster is the first in our series, showcasing what happens when brands rely on bad data. NetBase was founded in 2004 and has always been a leader in the space.

Data 40

Data Comparison Analytics Trends 40

Optimove

NOVEMBER 14, 2019

Optimove has partnered with world-class vendors of marketing, customer communication and operations infrastructure platforms, to provide a true end-to-end solution for highly effective customer marketing. The company is present in all major gaming markets in the world. The company, which sent 2.5

Omni-Channel 40

Omni-Channel Multi-Channel Ecommerce Sports 40

Magellan Solutions

FEBRUARY 28, 2017

Say what you want about millennials – the smartphone-toting, selfie-taking generation born between 1982 and 2004 – but there’s no denying their power as consumers. With these findings in mind, how do you provide this market segment multichannel customer service ? Moreover, these incentives help keep brands competitive.

Call Center 40

Call Center Omni-Channel Social Media Rewards Programs 40

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

Currency Alliance

OCTOBER 11, 2018

The hotel market is becoming more competitive, with a larger share of wallet being spent on a greater variety of services. And while some of the market diversification comes from the likes of Airbnb, some of it comes from hotel brands themselves, filling more varied market gaps with more interesting services and experiences.

Hotels 40

Hotels Hospitality Loyalty Travel 40

CSM Magazine

DECEMBER 15, 2015

The acquisition extends CGS’s capabilities in Chile to new industries, including telecommunications, retail and transportation, while meeting the growing demand for Spanish-speaking services for the global market. ” Established in 2004, Mas Cerca has offices located in Santiago as well as in the southern region, in Valdivia.

Contact Center 40

Contact Center Telecommunications Transportation Healthcare 40

Feedbackly

SEPTEMBER 26, 2018

Customer experience is a term that has been added to the public lexicon steadily over the past 15 years, and is more quickly becoming a staple for new and established companies looking for ways to gain a competitive advantage in their respective markets. Customer Experience as a Marketing Tool. For good reason too.

Customer Experience 56

Customer Experience Social Media Feedback Customers 56

Retently

JUNE 24, 2018

In the increasingly crowded market, each NPS® product strives to become noticeable by means of distinct features that makes it competitive and visible. 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. Native integrations.

NPS 108

NPS Net Promoter Score Software How To 108

Wired and Dangerous

MAY 16, 2021

14] According to OEA statistics, as of 31 December 2004, 1,410,900 persons were covered under Union Certified Agreements, 168,500 under non-union Certified Agreements, and 421,800, or over 21%, were covered by AWAs. One of the terms of 2004 MNO-Ontario Harvesting Agreement was to conduct an Independent Review.

Wireless 91

Wireless Policies Insurance Guidelines 91

Helen Dewdney

JULY 31, 2020

Under Regulation EC261/2004 airlines must refund in full the cost of cancelled flights within 7 days. In stark contrast with the CAA, the Competition and Market Authority (CMA) took action in relation to two holiday companies that were not providing refunds promptly. CMA steps in where the CAA fears to tread.

Airlines 43

Airlines Policies Consumers Travel 43

Magellan Solutions

FEBRUARY 24, 2022

For this reason, every marketer’s top goal is to find leads and keep the sales pipeline going. But getting new leads can also be your biggest problem: More than six in 10 B2B marketers say their company has a hard time finding new people who might want to buy from them. Gives you high quality market data. Marketing. $

Social Media 40

Social Media B2B B2C Sales 40

Bob Hayes

MAY 7, 2018

overall satisfaction, likelihood to repurchase) are comparable to the NPS in predicting business performance measures like market share and cash flow. 2004; Fornell, et al., I found that the correlation between the Mean Score and the NPS across the 48 brands was.97! 2006; Gruca & Rego, 2005). Bottom line: NPS (i.e.,

NPS 89

NPS Net Promoter Score Data Loyalty 89