Customer Bliss

OCTOBER 3, 2017

Before joining Zurich he worked from 2004 to 2015 at Vodafone Spain in several roles such as Head of Customer experience, Head of Strategic Planning or Head of Competitive and Business Intelligence.

Chief Customer Officer 125

Chief Customer Officer ROI NPS Leadership 125

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). When employee and customer engagement becomes challenging set a course for expedited service delivery that seeks to meet customers where they are!

Leadership 100

Leadership Course Engagement Employee Experience 100

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

Clarivate

MARCH 8, 2022

In 2004, way before the greenhouse effect became a major focus and the concept of the circular economy emerged, Chang published the world’s first research paper on a zero-carbon emission biomass energy production system that uses microalgae as a carbon sink. Today, we speak with National Cheng Kung University (NCKU) in Taiwan.

Government 98

Government Innovation Hospitality Policies 98

Win the Customer

MARCH 8, 2017

In 2004, Unilever brand Dove conceived the Dove Campaign for Real Beauty , which promoted the company’s products by changing the emotions associated with personal care and beauty products. With this focus, Dove has repackaged the emotions associated with its products, connecting its brand with feelings of self-esteem.

Case Study 118

Case Study Study Brands Customer Experience 118

Alida

APRIL 7, 2016

They are impersonal and generic , not connected to the data or experience of the individual customer. Even the venerable Pew Research has seen its response rate plummet from 36 percent in 1997 to only nine percent in 2004. They appear out of nowhere , uninvited, and most often, unwelcome. The result of the survey epidemic?

Software 169

Software Survey Company eBook 169

CSM Magazine

JANUARY 22, 2020

Official global partner to deliver the QuandaGo connected exp erience platform with Contact Center, Process Automation and Knowledge Management services. By adding this unique offering to our portfolio, Teliax continues to bring innovative managed services and integrated connectivity solutions to our partners.” About Teliax.

Self Service 52

Self Service Contact Center Chatbots Omni-Channel 52

Optimove

AUGUST 4, 2021

In simpler terms – is there a connection between personalization at scale and impact on revenue? 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. Spoiler alert: Yup, there is.

Groups 98

Groups CRM Ecommerce Comparison 98

SurveySensum

SEPTEMBER 2, 2024

Attention Measurement Did you know the average attention on screen has decreased by 69% since 2004? With these trends, you can create more meaningful connections and drive significant growth. People’s decreasing attention spans are leading to increased interest in attention metrics.

Trends 52

Trends Advertising Retail Chatbots 52

West Monroe

SEPTEMBER 4, 2023

Beauty's Chief Digital Officer, joins the podcast to discuss the ever-evolving customer journey and the balance between customer needs and technology advancement, fostering innovation, and maintaining a seamless physical-digital connection. Featuring Ekta Chopra Ekta Chopra is the Chief Digital Officer at e.l.f. Prior to e.l.f.,

Culture 52

Culture e-support Innovation Loyalty Programs 52

Avaya

JANUARY 24, 2018

An original MiFID was enacted in 2004, prior to the 2008 global financial crisis. The first fine for non-compliance of the 2004 MiFID directive was given out to Barclays for inaccurate transaction reporting. appeared first on Avaya Connected Blog. Barclays’ fines totaled £2.45 The post MiFID II: What Do You Need to Know?

Financial 46

Financial Government Banking Policies 46

GlowTouch

AUGUST 27, 2021

They reasoned that if an urban resident with ready access to information found the procedure cumbersome, then the millions of less-connected citizens in the country’s rural areas would have an even more difficult time participating. Rapid vaccination is the only hope to control COVID-19.

Hospitality 52

Hospitality Contact Center Omni-Channel Government 52

Avaya

JANUARY 26, 2018

This EU legislation serves as a much-needed upgrade from the original MiFID, enacted in 2004, and addresses key issues that resulted from the 2008 global financial crisis. Under the 2004 MiFID directive, there was no mandatory requirement to record communications involving client orders. Recording Regulations: Raising the Bar.

Financial 51

Financial Contact Center Call Recording Communication 51

Eptica

MAY 5, 2020

Nous avons ainsi pu connecter jusqu’à 80 agents. Nous utilisions déjà la solution de gestion des emails d’Eptica depuis 2004. Nous avons fait appel à de nouvelles ressources pour nous accompagner dans ces traitements. Comment les équipes Enghouse vous accompagnent-elles ?

Connections 93

Connections Interaction Management 93

Helen Dewdney

JULY 22, 2022

The Denied Boarding Regulation (261/2004 EC) applies to passengers departing from an airport within the EU, whatever the airline is. I missed a connecting flight – what are my rights? With no sign of the problems in UK aviation easing, many of us will be worrying about whether our holidays will still be going ahead.

Airlines 52

Airlines Travel Consumers Hotels 52

ReviewTrackers

JANUARY 1, 2018

Founded in 2004, San Francisco-based Yelp has collected approximately 102 million crowd-sourced reviews of businesses in a wide range of categories — from restaurants and hotels to dentists, boutiques, and mechanics. Launched in 2004, RateMDs has since collected over 2 million doctor ratings and reviews. General Review Sites.

Automotive 109

Automotive Hotels Travel Healthcare 109

ijgolding

JULY 27, 2016

When you consider I left GE in 2004 – over twelve years ago, that is an impressive fact. Connecting back to the principle of simplicity, I believe that the best ideas; the ones that are long lasting; the ones that sustain themselves; are without question the simplest.

Customer Centricity 120

Customer Centricity Strategy Customer Journeys B2B 120

BirdEye

JANUARY 11, 2023

This will lead to more meaningful connections between the business and the customer. Social media first emerged in the late 1990s with the launch of SixDegrees.com, a website dedicated to helping people connect and communicate online. This was followed by Friendster in 2002, Myspace in 2003, and then the launch of Facebook in 2004.

Social Media 98

Social Media Multi-Channel Advertising Video 98

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. Every month, OpenTable diners write more than 400,000 reviews, and its network connects diners with more than 32,000 restaurants worldwide. Restaurant Review Sites You Should Track.

Hotels 94

Hotels Travel Hospitality Advertising 94

Eptica

MAY 5, 2020

Nous avons ainsi pu connecter jusqu’à 80 agents. Nous utilisions déjà la solution de gestion des emails d’Eptica depuis 2004. Nous avons fait appel à de nouvelles ressources pour nous accompagner dans ces traitements. Comment les équipes Enghouse vous accompagnent-elles ?

Self Service 62

Self Service Connections Interaction Strategy 62

AWS Machine Learning

JUNE 13, 2023

Founded in 2004, BrainPad Inc. We had to start by collecting the knowledge that each department and employee had, but not necessarily in a place that could be directly connected to Amazon Kendra. This is a guest post by Dr. Naoki Okada, Lead Data Scientist at BrainPad Inc. How did we benefit from Amazon Kendra?

Chatbots 83

Chatbots User Experience System Study 83

ShepHyken

JANUARY 31, 2020

Millennials (also called Gen Y)- born in between 1982 and 2004. They use both tools extensively in their everyday lives for a wide variety of tasks—including self-learning, entertainment, and making connections with the people and communities they value in life. Matures- born before 1945. Baby Boomers- born between 1946 and 1964.

Customer Service 113

Customer Service Social Media Entertainment Guidelines 113

Helen Dewdney

JULY 19, 2018

6) If you miss your connecting flight and so arrived at the final destination more than 3 hours late, you are entitled to compensation of between €250 and €600. You are due to compensation under Regulation (EC) 261/2004. (Between €125 and €600 depending on length of flight). Book with the same airline if at all possible.

Airlines 31

Airlines Travel Transportation Hotels 31

ShepHyken

JANUARY 31, 2020

Millennials (also called Gen Y)- born in between 1982 and 2004. They use both tools extensively in their everyday lives for a wide variety of tasks—including self-learning, entertainment, and making connections with the people and communities they value in life. Matures- born before 1945. Baby Boomers- born between 1946 and 1964.

Customer Service 107

Customer Service Social Media Entertainment Guidelines 107

ijgolding

FEBRUARY 23, 2016

However, every single time I have observed her at work, she has been as engaged and connected to what she is doing – to her staff and her customers – as any restaurant manager I have ever seen. Unlike Kingdom, she does not own her restaurant. This lady is an employee of a large business.

Customer Experience 120

Customer Experience Customers Engagement Customer Experience Professionals 120

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. By analyzing customer survey scores and reading customer comments, these managers can quickly act to resolve customer frustrations.

Examples 52

Examples Feedback Net Promoter Score Effort Score 52

Storyminers

JULY 6, 2020

She has served clients as an independent consulting partner since 2004. Jim is a frequent keynote speaker, helping employees to engage customers through a personal connection. Jim teaches that true customer engagement only happens when you solve a problem and create a personal connection while doing so. Dennis Wakabayashi.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ReviewTrackers

JULY 30, 2019

Founded in October 2004 in San Francisco, California, Yelp is the go-to site for diners looking to discover great places to eat. Every month, OpenTable diners write more than 400,000 reviews, and its network connects diners with more than 32,000 restaurants worldwide. Restaurant Review Sites You Should Track.

Hotels 63

Hotels Travel Hospitality Advertising 63

COPC

SEPTEMBER 9, 2019

Being responsible for the deployment and innovation of the “datafication” and intellectualization of services, Allen and his team established a data-driven intelligent customer service approach which connects customers, services and products, which has achieved excellence in customer experience.

Financial 40

Financial Self Service Customer Satisfaction Innovation 40

Storyminers

JULY 6, 2020

She has served clients as an independent consulting partner since 2004. Jim is a frequent keynote speaker, helping employees to engage customers through a personal connection. Jim teaches that true customer engagement only happens when you solve a problem and create a personal connection while doing so. Dennis Wakabayashi.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

C Space

APRIL 28, 2020

This reopening affirms the house’s commitment to Southern China and marks a new chapter for the Parisian house in Guangzhou, where it has been present since 2004,” Hermès said in a statement. Verizon has also extended a pledge to keep customers connected through June 30.

Brands 52

Brands Wireless Social Media Sales 52

CX Workout - Ideas Blog

DECEMBER 22, 2020

From these two data points alone, it is evident that brands that went above and beyond deepened the connection with their customers. God, luck, fate) has intentionally acted to improve the beneficiary’s well-being” (Fredrickson, 2004, p. The Need for Human Connection. Will they realize the importance of human connections?

NPS 52

NPS Financial Survey Effort Score 52

Avaya

NOVEMBER 3, 2016

Over time Avaya’s customers have “pragmatically” converted the networking connections of their existing standalone investments to create fabrics of SIP internetworked appliances. Avaya circa 2004 maybe? The post Avaya Aura® Platform—The Original Pragmatic Hybrid Cloud appeared first on Avaya Connected Blog.

Resources 40

Resources Healthcare Contact Center Government 40

Horizon CX

DECEMBER 31, 2018

The onus is upon the CX practitioner to help educate corporate decision-makers and connect the dots for them without coming across as a hard-sell. Organizations seem to still struggle with figuring out how CX fits within their overall business strategy. But, from that moment onward, I have never looked back.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

CSM Magazine

OCTOBER 11, 2019

Ryanair is Europe’s Number 1 airline, carrying over 138 million customers a year on more than 2,500 daily flights from 86 bases, connecting 224 destinations in 37 countries. Established in 2004, OmniServ employs over 5000 staff delivering ‘Legendary Service’ across a wide portfolio of aviation services.

Customer Service 40

Customer Service Airlines Travel Customers 40

CSM Magazine

APRIL 5, 2018

Customers who feel emotionally connected to businesses buy more products, use more services, provide vocal support, and pay more attention to company advice. People are social beings, and ultimately nothing can ever truly replicate the experience of connecting with another person. That’s exactly what AI will kill.

Customer Care 40

Customer Care Chatbots Average Handle Time Video 40

CX University

JANUARY 30, 2018

Almost every notable digital innovation we’ve seen has been based on using connectivity and data to transform the customer experience or to reshape products and services by allowing customers to interact with them in new ways.” In the last decade, mastery in customer satisfaction has delivered a CAGR of 15%.

Customer Experience 61

Customer Experience Effort Score Customer Satisfaction Banking 61