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. Once you submit, we compare your answers against what we know about the market and send you a free personalized report about where your organization is today.

Net Promoter Score 155

Net Promoter Score Insurance Call Center Training 155

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

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

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

Retently

JULY 28, 2023

Miscommunications, low employee engagement, and the lack of a customer-centric company culture can also get in the way and make things worse. 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

Team Support

JANUARY 12, 2021

Company-wide initiatives to improve customer experiences (CX) and drive success are influencing Support to engage in new, more meaningful customer interactions. Nearly a third (30% to be exact) of technology companies have come to market with, or moved exclusively to, a subscription licensing model. The Subscription Effect.

B2B 86

B2B Knowledge Base Report Resources 86

Optimove

SEPTEMBER 5, 2023

January 14, 2023, saw the big boost is the number of Super Bowl Sunday bettors at 113% above average  Why It Matters  The Optimove 2023-2024 Report on NFL Wagering provides invaluable insights for sports betting sites to elevate engagement, foster loyalty, and promote responsible gambling practices. 61% engage in live bets. 

Sports 52

Sports Survey Engagement Strategy 52

ChurnZero

JUNE 2, 2021

An overview of the current B2B SaaS market and valuation drivers. Q: What do you predict the SaaS market will be like in the next 12 months? A [Rob]: That’s more of a question for the earlier stage investing in the public market. Salesforce started it and they went public in 2004. Q&A Recap. Growth is king.

B2B 98

B2B Company B2C Survey 98

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

ijgolding

NOVEMBER 17, 2016

BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company. With the help of our good friend and CX colleague, Bruce Temkin , here are three questions he posed to us to which we responded below.

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

CX Journey

MARCH 8, 2016

It impacts employee satisfaction, engagement, and retention. Also, it's been reported that organizations in the Best Companies to Work Study for the period 2004 – 2008 increased their revenues by 94% and their profits by 315%. Their annualized returns outperformed the stock market by nearly double.

Employee Experience 80

Employee Experience ROI Study Consulting 80

AWS Machine Learning

MARCH 30, 2023

It enables you to improve customer engagement by powering personalized product and content recommendations in websites, applications, and targeted marketing campaigns. It’s critical for websites and apps to tailor their recommendations to these changing interests to improve user engagement.

Trends 97

Trends Interaction Groups Training 97

Michel Falcon Experience

APRIL 23, 2019

The story: One of their members (their terminology for customers) who had been a member of theirs since 2004, recently had something happen that impacted him and had nothing to do with banking or finance. Notice how we included our marketing team, employees who typically aren’t customer-facing. CBC Federal Credit Union.

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

Retently

OCTOBER 19, 2018

Miscommunications, low employee engagement, and the lack of a customer-centric company culture can also get in the way and make things worse. The CCO’s influence reaches across call centers, marketing, sales, billing, customer support, and other areas where a customer-centric approach is necessary. How Did the CCO Position Come to Be?

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

Team Support

NOVEMBER 10, 2020

Based on that,] establish a defined road map of future program enhancements driven by product road map and market needs. Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. Conduct ongoing reviews of service program use and effectiveness.

B2B 59

B2B Sales Customers Customer Success 59

Clicktools

JANUARY 6, 2017

What trends will emerge to become the buzz of marketing campaigns, the talk tracks of service and support departments, and the hashtag du jour? Your customers born between 1982 and 2004 is now about 25% of the total population. Here are five topics likely to headline 2017. Mind the millennials. Keep your eye on this demographic.

Tips 58

Tips Customer Journeys Multi-Channel Gamification 58

Amity

MARCH 26, 2018

For the next 10 years, as the first generation of SaaS products came into the market, the way we managed our customers evolved but came nowhere close to resembling what Customer Success is today. Concur charged a subscription fee for the product, but other than the delivery model, nothing changed. Interruptions and Firefighting. >

Customer Success 83

Customer Success Effort Score Customers Course 83

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. Being endowed with this ability, your company can proactively engage with customers, detect Detractors, and turn them into Promoters. Customer feedback loop. Native integrations.

NPS 108

NPS Net Promoter Score Software How To 108

CSM Magazine

NOVEMBER 26, 2020

Localz , leading experts in digital customer engagement, location, and communications technology announced today the closing of a £2 million venture round of funding led by London-based investment manager Triple Point. Our investments transform public services, get businesses off the ground, and even kickstart whole markets.

Retail 52

Retail Customer Centricity Communication Customer Engagement 52

Beyond Philosophy

FEBRUARY 3, 2015

This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. Surely the manager of the aforementioned market won’t leave you facing umpteen brands of shaving foam to muddle through on your own. They don’t.

CEM 60

CEM Retail Consulting Conference 60

ReviewTrackers

NOVEMBER 27, 2018

Founded in 2004, San Francisco-based Yelp has collected approximately 171 million crowd-sourced reviews of businesses in a wide range of categories, from restaurants and hotels to dentists, boutiques, and mechanics. If you already have reviews, engage with your reviewers. Why Claim Your Yelp Business Page?

How To 92

How To Social Media Hotels e-support 92

Avaya

JANUARY 24, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. An original MiFID was enacted in 2004, prior to the 2008 global financial crisis.

Financial 46

Financial Government Banking Policies 46

Avaya

JANUARY 26, 2018

The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 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.

Financial 51

Financial Contact Center Call Recording Communication 51

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. It allows for the most seamless customer experience and performs like your best agent by engaging in effortless and productive conversations.

Interaction 48

Interaction Customer Care Innovation Study 48

CX University

FEBRUARY 20, 2018

Businesses that have maintained an above-average American Customer Satisfaction Index (ASCI) in their industry for the ten years between 2004 and 2014, have delivered 400% the returns to shareholders as those with average scores (McKinsey, Putting customer experience at the heart of next-generation operating models).

Customer Experience 68

Customer Experience e-support Customer Centricity Effort Score 68

SurveySensum

SEPTEMBER 2, 2024

Ad Networks and Retail Media Ad networks and retail media allow brands to engage with customers based on shopper data at the point of purchase decision. Users are engaged and inclined to spend, which increases conversion and advertising effectiveness. AI in Communications Personalization is an essential element of marketing strategy.

Trends 52

Trends Advertising Retail Chatbots 52

CX University

JANUARY 30, 2018

In an era when disruptors like Uber, Netflix, and Amazon are reimagining markets and eroding the boundaries between markets, incumbents know they need to change. By understanding our customers, how they engage with us, what they are trying to achieve, etc., The problem most are confronting is how to begin, where, and how much?

Customer Experience 61

Customer Experience Effort Score Customer Satisfaction Banking 61

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.” Brand Awareness Rate.

Survey 56

Survey Net Promoter Score Effort Score NPS 56

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., Customers can engage in a variety of loyalty behaviors. 2006; Gruca & Rego, 2005). Bottom line: NPS (i.e., Summary.

NPS 89

NPS Net Promoter Score Data Loyalty 89

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., Customers can engage in a variety of loyalty behaviors. 2006; Gruca & Rego, 2005). Bottom line: NPS (i.e., Summary.

NPS 86

NPS Net Promoter Score Data Loyalty 86

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. Happy customers are good customers, engaged customers are loyal ones.

Customer Experience 56

Customer Experience Social Media Feedback Customers 56

Magellan Solutions

NOVEMBER 7, 2023

billion market worth in 2019? Rapid Business Growth When your business quickly expands, expect to have an increase in customer engagement. They first delegated their technical support in India as early as 2004. Outsourcing is becoming a trend in the business world right now. So, what’s driving this growth?

Call Center 52

Call Center Competitive Advantage Financial Software 52

West Monroe

SEPTEMBER 4, 2023

Beauty in an ad to walking into a store or clicking through our website online and it’s essential that we’re aware of how our customers engage with such touch points. Today, we're a big company with a $7 billion market valuation, but we’re small in the sense we only have about 350 employees, which is mind blowing.

Culture 52

Culture e-support Innovation Loyalty Programs 52

CX Ahead

FEBRUARY 27, 2018

The Nintendo DS launched in 2004 as a device with two complementary screens, one of which is a touchscreen (three years before the iPhone). Nintendo Wii: Immersive gaming made real Launched in 2006, the Wii aimed to expand the gaming market to a larger and more mainstream audience while catering to its historic customer base.

Omni-Channel 52

Omni-Channel Company Entertainment Customer Centricity 52

BirdEye

MAY 19, 2023

Increases engagement Your customers will engage more and be loyal to your product when they feel their voices are heard. By efficiently using and constantly improving its customer feedback loop, Amazon has been able to claim 50% of the eCommerce market in the U.S. And Amazon reviews are widely considered the most trustworthy.

Examples 52

Examples Feedback Net Promoter Score Effort Score 52

InteractionMetrics

JULY 21, 2020

I founded Interaction Metrics in 2004 because I felt like companies weren’t listening. They need a process that reveals the details of what to prioritize, while also engaging with customers in specific and authentic ways. Simple requests were rewarded by silence. Should Net Promoter be the Trigger?

Survey 52

Survey How To NPS System 52

CX Workout - Ideas Blog

DECEMBER 22, 2020

Decooda’s Imaginative Questions are open-ended questions designed to elicit engagement, verbosity and emotional responsiveness from respondents. Respondents were clearly very engaged! Indeed, there is a market shift in standard emotional responses to brand experiences in 2020. So, what is behind the increases in gratitude?

NPS 52

NPS Financial Survey Effort Score 52