ECXO

APRIL 1, 2021

Surprise and delight According to (Ekman and Friesen, 1975; Vanhamme, 2008) (Mattila, 2013), “Surprise arises when a person encounters an unexpected element; hence, he or she experiences a discrepancy in his/her schema”—simplified an experience out of the ordinary. The effect of explanations for a surprise and delight strategy.

Strategy 296

Strategy Exercises Study Customer Expectations 296

Customer Bliss

AUGUST 3, 2017

There’s been tons of research on the connection between emotions and customer experience/marketing, including this work from Northwestern in 2008. .” This certainly makes sense to me.

Customer Experience 236

Customer Experience Travel Touchpoint Connections 236

InMoment XI

JUNE 25, 2013

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

Effort Score 150

Effort Score Metrics NPS Call Center 150

InMoment XI

OCTOBER 1, 2013

Imagine, for a moment, the following scenario: Jane Doe has owned her 2008 Sunbeam Alpine for 5 years and just had it serviced by her dealer. A survey company, acting on behalf of and in the name of Sunbeam Motors, sends her a service satisfaction survey to follow up on the visit. Here’s Jane’s response. View Article.

Survey 150

Survey Company Automotive 150

InMoment XI

JUNE 25, 2013

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

Effort Score 150

Effort Score Metrics NPS Call Center 150

InMoment XI

OCTOBER 1, 2013

Imagine, for a moment, the following scenario: Jane Doe has owned her 2008 Sunbeam Alpine for 5 years and just had it serviced by her dealer. A survey company, acting on behalf of and in the name of Sunbeam Motors, sends her a service satisfaction survey to follow up on the visit. Here’s Jane’s response. View Article

Survey 150

Survey Company 150

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Since 2008, customer experience has burgeoned and become a key element at many companies.

Customer Experience 220

Customer Experience How To Knowledge Base Metrics 220

Alida

MARCH 5, 2021

consumers will likely return quickly to paying full price for luxury goods—the same way they did after the 2008 global financial crisis. The global pandemic may have impacted how consumers buy luxury goods, but the market is still growing. According to McKinsey & Co., The firm anticipates growth of 1% to 4% for luxury retail in 2021.

Retail 130

Retail Fashion Feedback Financial 130

QuestionPro Audience

SEPTEMBER 20, 2018

The majority of millennials graduated from school during the Great Recession (2008), and encountered a harshly competitive workforce. This resulted in many taking part-time jobs, or jobs outside of their degree in order to make ends meet. Millennials are currently the largest generation in the U.S. workforce , accounting for 31.7%

Hotels 102

Hotels Banking Course Report 102

ijgolding

NOVEMBER 28, 2014

In 2008, Dave Carroll’s guitar was broken by United Airlines.

Social Media 318

Social Media Airlines Video Consumers 318

Lumoa

JANUARY 2, 2022

And nothing brings this point home more than what happened in 2008. Amazon’s “put buyer’s first” policy was the headline of a 2008 New York Times article when one of its authors—Joe Nocera—ordered a PlayStation 3 console for his son. They don’t even give you a chance to become a detractor. The problem was, the PS didn’t come.

NPS 195

NPS Net Promoter Score How To Social Media 195

ijgolding

OCTOBER 21, 2014

Integrity is a word that few would associate with many industries in 2014 – it has been eroded so significantly since 2008. Described by Nunwood as – being trustworthy and engendering trust.

Report 229

Report Customer Experience Customer Centricity Fashion 229

Strativity

NOVEMBER 28, 2022

On the TV closest to our table, the news anchor announced that it felt like 2008 all over again and that corporations didn’t know how to react. Looking around at the table at my four kids and husband, I realized how much has changed since 2008. Consumers had a different relationship with, and metabolism for, content consumption.

Connections 98

Connections Brands Culture Consumers 98

ijgolding

MAY 11, 2016

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot. It was very real.

Measurement 120

Measurement Customer Experience Company Banking 120

CX Journey

NOVEMBER 15, 2017

Here are some examples, taking us back to the financial crisis of 2007-2008. And yet, they admitted to defrauding investors in 2008. -Howard Schultz But what happens when your executives' and your employees' behaviors don't align with your values? Bad things. Take a look at Enron.

Culture 125

Culture Competitive Advantage Banking Employee Experience 125

Think Customers

NOVEMBER 13, 2014

Companies like Optimizely and Eloqua, though, harnessed Big Data to turn the 2008 Obama campaign into a fundraising juggernaut and reap automated customer insights, respectively. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Data 105

Data B2B Analytics Customer Insights 105

Michelli Experience

JUNE 28, 2017

In this blog post from 2008 , Dan noted: “ We used to think about decisions as cold calculated, detached, computations that examine the costs and benefits, but recently we have gained a higher appreciation for the role of emotions in our decisions and for the fundamental ways in which they change us….

Customer Experience 209

Customer Experience Employee Engagement Loyalty Customers 209

Uniphore

SEPTEMBER 27, 2015

After 9 minutes and no service I gave up and hung up ”, complained a customer on a Yahoo forum way back in 2008, and she’s not the only one, especially with the rise of social media. “I was asked, ‘Could you hold a moment?’ No one likes to be put on hold. Read More.

Social Media 100

Social Media Customers 100

Michelli Experience

APRIL 24, 2018

Looking Back to 2008. One need only to have looked back to 2008 to have foreshadowed the events of this week. That was 2008! 2008, 2018, 2028…the story will always be the same. In fact, back in 2009, I wrote the following as an excerpt in a free downloadable eBook about Starbucks leadership principles….

Training 100

Training Leadership eBook Customer Experience 100

ijgolding

DECEMBER 11, 2014

It was not until 2008 that is started to make waves in the airline industry with the delivery of a new fleet of aircraft. Flights Experienced. London Gatwick to Oslo. CX Review Total Score. Stars Awarded. Norwegian is an airline that has been in existence since 1993.

Customer Experience 275

Customer Experience Airlines Travel Self Service 275

Customer Bliss

JULY 18, 2017

Brian Lillie joined Equinix in August 2008 and has been focused on building business value through strategic and innovative product development and information technology initiatives. I wanted to learn more about that transition, his background, and how he built out the new role. That’s this episode. About Brian.

Chief Customer Officer 131

Chief Customer Officer Customer Care Metrics Communication 131

CX Workout - Ideas Blog

SEPTEMBER 15, 2020

Imagine you were a perceptive financial trader that understood the OODA loop in the run-up to the 2008 financial collapse. The 2008 Financial collapse was bad for everyone except the people who saw the mismatches. You are looking at the emotional context, industry trends, and your competition’s moves.

How To 98

How To Financial Banking Roadmap 98

NICE inContact

NOVEMBER 8, 2019

For example, when the Cleveland Clinic simplified its billing statements in 2008, it was able to recover an additional $1 million a month. The article makes a case for why more plain language is needed, demonstrating its benefits in several real-world case studies. million.

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

InMoment XI

FEBRUARY 2, 2024

Founded in 2008, Hootsuite supports social network integrations for Twitter, Facebook, Instagram, LinkedIn, Pinterest, YouTube, and TikTok. Hootsuite is one of today’s most widely used social media management platforms. It helps the world’s top brands and enterprise organizations manage their social media efforts in one place.

Social Media 221

Social Media Brands Management Analytics 221

Beyond Philosophy

DECEMBER 6, 2018

The slogan resurfaced in the 2008 campaign as “It’s the economy, stupid.”. James Carville, political commentator and media personality coined the phrase, “The economy, Stupid,” for Bill Clinton’s 1992 presidential campaign. Carville was talking to the team at the time to help them focus on the key messages for Clinton’s campaign.

ROI 164

ROI Customer Experience Customers Resources 164

Experience Matters

APRIL 24, 2015

Here the five most popular posts: Free eBook: The 6 Laws Of Customer Experience (July 2008). As part of our upcoming celebration of Temkin Group’s 5th year anniversary , I took a look at the readership levels on the Customer Experience Matters ® blog over the previous five years.

Customer Journeys 120

Customer Journeys Net Promoter Score eBook NPS 120

ShepHyken

OCTOBER 11, 2019

To give you a sense of the speed of changing customer preferences, I will harken back to 2008 when McGraw-Hill published my book The New Gold Standard 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company.

Technology 105

Technology Customer Experience Hospitality Hotels 105

OpinionLab

MARCH 8, 2016

I’ll always remember a session at an Advertising Research Foundation conference in 2008 delivered to an audience of consumer research professionals in New York City. So how do you find out what your customers want? How do you empower them to provide you with this invaluable information? The presenter was Kim Dedeker from P&G.

Consumers 96

Consumers Advertising Banking Survey 96

ShepHyken

APRIL 14, 2020

He founded the company during the 2008 recession to help companies worldwide restructure to a remote workspace. You owe it to them to communicate at a much higher frequency and much more empathetically than you ever have before.”. About: Daniel Ramsey is the founder and CEO of MyOutDesk , a virtual assistant company.

Communication 124

Communication Connections Loyalty Groups 124

QuestionPro Audience

DECEMBER 1, 2016

In contrast, millennials came of age in a time of financial instability due to the recession in 2008. This is a major shift from the parents and grandparents of millennials who were more attracted to stability. These mantras are also reflections of their travel habits.

Travel 150

Travel Social Media Groups Trends 150

GetFeedback

OCTOBER 21, 2019

“We looked at 293 large employers spanning 13 industries, including their average overall Glassdoor rating (on a scale of one to five) and ACSI score (on a scale of zero to 100) annually from 2008 to 2018,” the researchers added.

Customer Experience Management 199

Customer Experience Management Strategy Customer Experience Management 199

Customer Bliss

APRIL 11, 2017

While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. Elements that once took six weeks could be finished in four hours now, and it began a career-long focus on transformation and change. He has an MBA from Purdue University. The Origins Of Net Promoter Score.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Beyond Philosophy

SEPTEMBER 9, 2014

Not only is the association ludicrous, but I also had no idea that over 800 people in the US died by getting tangled in their sheets in 2008. Called Spurious Correlations, there are a great many things that look related when you compare the graphs, but clearly aren’t. This one is my favorite. I will never look at my bed the same way again….

Hotels 161

Hotels CEM Analysis Customers 161

SAP Customer Experience

FEBRUARY 16, 2022

In 2008 release SAP has released pre-packaged integration between Qualtrics and SAP Sales Cloud and SAP Service Cloud(SAP Cloud for Customer), in this blog will see how to implement the integration feature “Service Ticket from Survey Response” in step by step. Feature Overview By using feature Service Ticket from Survey.

Survey 76

Survey Sales How To Customers 76

mopinion

MAY 28, 2018

of all retail sales in 2008 to nearly 11.9% The ecommerce industry has experienced a tremendous amount of growth in the past decade. Having jumped from 3.5%

Ecommerce 77

Ecommerce Feedback Management Retail 77

Beyond Philosophy

OCTOBER 23, 2017

In 2008 he co-wrote “Nudge,” a book that argued that governments could make small changes that would “nudge” people toward desired behaviors. The Nobel committee cited Thaler for his efforts to move economics to a more realistic understanding of human behavior, and for using his insights to improve public policies.

Marketing 130

Marketing Consulting Government Policies 130

Win the Customer

MARCH 8, 2017

In 2008, new Old Navy president Tom Wyatt came in aiming to revitalize the brand. Here are some case studies in successful emotional branding that business leaders can emulate to acquire and maintain customers. Old Navy: The Power of Nostalgia. A classic branding success story is Gap brand Old Navy.

Case Study 118

Case Study Study Brands Customer Experience 118