Thematic

DECEMBER 9, 2022

During the 2008 recession, Starbucks came under threat. Starbucks transformed its brand perception from expensive and attached, to a customer-centered, value-producing brand. This re-focus of strategy saved them as a brand and was an onramp to more CX innovation - which tripled their annual revenue in 2010.

Customer Satisfaction 71

Customer Satisfaction Fashion Feedback Social Media 71

Customer Bliss

AUGUST 3, 2017

Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Forrester is a very-vetted research brand, but it’s important to understand the ecosystem here. Twice as many brand scores fell as rose, and losses outpaced gains.

Customer Experience 236

Customer Experience Travel Touchpoint Connections 236

C Space

JUNE 1, 2020

The Brand Move Roundup – June 1, 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. Others, though, are scaling back their usual spend.

Brands 52

Brands Multi-Channel Conference Advertising 52

Second to None

MARCH 22, 2019

Older Gen Zers witnessed their parents face economic turmoil and risk of unemployment in 2008, instilling a pragmatic attitude towards the monetary market. 1] That being said, you must allocate efforts towards creating a positive reputation of your brand online. Online Influence. This method is generally low-cost, and low-effort.

Connections 63

Connections Brands Social Media Voice of Customer 63

C Space

JUNE 23, 2020

The Brand Move Roundup – June 23, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Seventeen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Airlines Policies Retail 52

Helen Dewdney

OCTOBER 3, 2022

More satisfied customers and less time spent on dealing with issues means increased sales!”. This is the highest level since their records began in 2008! It’s a tough juggle for a small brand. Top notch customer service can make or break a brand. For a small brand is it difficult? Complaints are up. Impossible?

Customer Service 66

Customer Service Poor Customer Service Consumers Sales 66

Daniel Group

APRIL 18, 2024

This analysis covers 600,000 surveys from 2008 in one vertical market. Effective communication has several positive impacts on customer experience: Good communication is one of the most effective ways to build your brand. Effective communication helps build trust, which is a powerful contributor to brand power.

Communication 98

Communication Strategy NPS Net Promoter Score 98

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. . Similarly, instead of just focusing on the customer’s interactions with support, CX covers how they interact with marketing, sales, and any other customer-facing aspects of your company.

Customer Experience 220

Customer Experience How To Knowledge Base Metrics 220

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

GetFeedback

OCTOBER 21, 2019

A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs.

Customer Experience Management 199

Customer Experience Management Strategy Customer Experience Management 199

CSM Magazine

OCTOBER 1, 2022

Payment confirmation messages sent via SMS when a customer makes a purchase using a brand’s Shopify instance. Creation of a Zendesk ticket when a customer messages a brand via Instagram DMs. Sinch has been profitable and fast-growing since its foundation in 2008. Shares are traded at NASDAQ Stockholm: XSTO:SINCH.

Omni-Channel 52

Omni-Channel Connections Communication Video 52

Lumoa

JUNE 14, 2023

Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. Your detractors can quickly go online and blast your business with a slew of angry testimonials, damaging your brand image and reputation beyond repair.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Daniel Group

SEPTEMBER 23, 2021

We have about 3000 employees and we have about 50 locations, represented, of course, Caterpillar, but a number of other brands that are focused on the on-highway truck, manufacturing, construction technology, and a number of other verticals. So, for some context, I joined Holt in 2008, January of 2008. Lynn Daniel (01:32): Yeah.

Net Promoter Score 98

Net Promoter Score Social Media Feedback Groups 98

Team Support

JANUARY 9, 2024

Over time, as internet technology advanced and online communication became more sophisticated, live chat evolved to be integrated into various websites for purposes beyond customer support, including sales, lead generation, and general communication. Fun fact: TeamSupport was founded in 2008! Talk to our sales team today.

Technology 59

Technology Chatbots Call Center Social Media 59

ClearAction

AUGUST 21, 2016

If It’s Called Customer Experience, Why Is It All About the Brand? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Again it’s about the brand, not the customer. Janice Cuban.

Brands 54

Brands Customer Experience Social Media Customer Journeys 54

Qualtrics

APRIL 17, 2019

I moved to Sydney in 2008 and in 2014, I moved to Singapore for just under 4 years. When I returned to Australia a year ago, I was really intently looking for a role that was brand new that no one had had before me. So – you’ve had a bit of a relocation here, haven’t you?

Training 37

Training Sales Social Media Travel 37

CSM Magazine

DECEMBER 6, 2021

Now more than any other time of year, e-Commerce becomes a more dominant force in companies’ sales, and subsequently, online customer experience. In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. The Great Resignation is also upon us. Tip #1: Keep It Conversational.

Tips 97

Tips e-support Customer Journeys Contact Center 97

SurveySensum

JULY 9, 2024

Back in 2008, the former CEO of Starbucks launched the “My Starbucks Idea” – platform, where customers can come together to give suggestions and recommendations to the company. The Mobile Order & Pay option comprised 6% of Starbucks’ 2016 US sales. This initiative was greatly received by the customers.

NPS 52

NPS Loyalty Loyalty Programs Effort Score 52

NetBase

JUNE 25, 2019

Also, of note, the claim that the plant-based burgers are not actually vegan due to the company testing on animals: Obviously, this intel is valuable, especially when you can run AI Theme Discovery on any topic or saved analysis to rapidly discover other emerging themes from conversations around your brand or category. Brand Management.

Analytics 73

Analytics Social Media Innovation e-support 73

Lithium

APRIL 15, 2021

If a big enterprise brand had an Online Community, everybody and their dog knew it had value, but actually quantifying the dollar figures with any level of credibility was a daunting task. The best way to think about Community value levers is to associate them with a concept I call the “4 S’s”: Savings, Sales, Satisfaction, and SEO.

ROI 52

ROI Return on Investment CRM Measurement 52

Beyond Philosophy

JUNE 26, 2017

Of course, the only reason they could buy Whole Foods is because the grocery chain founded in Texas in the late 70s has been suffering from declining same-store sales, among other challenges. Not coincidentally, Amazon is crushing clothing sales, too. Amazon is Thinking Out of the Box for Fashion Forward Customers. First the Women….

Retail 122

Retail Fashion Consulting Customer Service Representative 122

Kitewheel

JULY 2, 2020

Sales of many non-essential items have decreased; in March 2020, retail sales experienced an estimated 8.7% The online experience for many brands has already had an impact on customer behavior, but COVID-19 has accelerated the need to build better digital retail experiences.

Retail 52

Retail Social Media Consumers Study 52

ShepHyken

MAY 26, 2017

seconds in 2008 with a mind boggling 19.19 A couple of years ago, these metrics had a proclivity towards transactions and sales. Based on responses to the question: “ How likely is it that you would recommend our brand to your friends and family? ” Usain Bolt bettered his own 200 meters world record of 19.30 seconds in 2009!

Metrics 95

Metrics Net Promoter Score Effort Score Customer Satisfaction 95

Magellan Solutions

APRIL 2, 2020

When it occurs, businesses must know what they are up against for — drop in revenue, lower levels of production, and decline in sales. This has been the sharpest drop in consumer confidence in the US economy since the Great Recession in 2008. . How can you manage your sales during the coronavirus pandemic? from 101.0

Financial 52

Financial Consumers Sales Social Media 52

ReviewTrackers

APRIL 21, 2021

Successful brands and marketers have learned to use customer feedback from review sites in ways that drive their search engine performance, social media strategy, and consumer engagement levels. Most leading companies are tracking brand sentiment and social media conversation,” says Troy Janisch, Director of Social Intelligence for U.S.

Banking 65

Banking Financial Insurance Social Media 65

BirdEye

JULY 7, 2023

It has the capability to answer frequently asked questions as well as offer product and service suggestions to drive sales. These fashion suggestions increase sales and cement customer loyalty. As far back as 2008, the famous fast food brand introduced the innovative Domino’s Pizza Tracker.

Chatbots 96

Chatbots Customer Service Social Media Banking 96

NetBase

MAY 7, 2020

Using the 2008 recession to navigate through this rough terrain, Europe is predicting the largest quarterly decline in economic activity since World War II, meaning approximately an 8 to 13 percent drop in gross domestic product (GDP) , even with precautionary measures in place. Learnings from Europe. Preparing for Unpredictable Waters.

Retail 71

Retail Consumers Social Media Government 71

Retently

MARCH 18, 2019

After all, brands with high customer retention are usually companies with high NPS score. Given that an NPS score averages between -100 and 100, it’s clear the NPS scores of these top companies match their brands’ level of popularity. Apparently, approximately 91% of Tesla owners said “they would buy again” from this brand.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

CSM Magazine

MARCH 12, 2020

Gary Williams, Director of Sales and Consultancy at Spitch explores how onshore call centres relative costs can be addressed with technology. The move by call centres to bring their operations back to the UK, however, has happened in conjunction with an upturn the employment market in the country as it emerged from the 2008 financial crash.

Technology 52

Technology Financial Consulting Sales 52

Magellan Solutions

JULY 11, 2022

Some iconic brands like IBM, Apple, and Cisco were impacted, but many startup tech companies closed down. During the 2008 Global Recession, Cisco managed to stay afloat during the economic downturn turmoil by downsizing through outsourcing. . During the 2008 Global Recession, IBM signed a number of outsourcing contracts. .

Strategy 40

Strategy Financial Competitive Advantage Resources 40

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

West Monroe

NOVEMBER 28, 2022

And we made that prediction in 2008 or 2009. We knew that CMOs were going to start to take more and more ownership and control over the experience that customers had with brands. I was part of the team at Gartner that predicted the chief marketing officer would spend more on technology than the chief information officer.

Customer Centricity 52

Customer Centricity Call Center Technology System 52

Kustomer

DECEMBER 17, 2020

” I was one of the, sarcastically, fortunate people to graduate with a marketing degree in the recession in 2008. And we all know marketing was the first thing to go in 2008 when the recession happened. So I kind of just landed in sales because that’s what marketing people did in 2008 with a degree and student loans.

Connections 57

Connections Conference Loyalty Survey 57

SurveySparrow

MARCH 23, 2021

The 135-year old company has the most “brand power” and it looks like it won’t stop being a favorite any time soon. . Influencing the perception of consumers with the help of an image or a brand identity is called market positioning strategy. Each of these brands has chosen different strategies to position themselves.

Strategy 52

Strategy Marketing Apparel Brands 52

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. And missing out on category-defining moments in time.

Data 40

Data Comparison Analytics Trends 40

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. For airlines and hotel groups, frequent customers are business travelers, so their partner mixes are heavily biased toward fellow travel brands. The value can be immediate.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Chattermill

MAY 12, 2019

Whether you work in marketing, sales, support, engineering or product, if you want to become a master of your craft and deliver a great experience for customers, here’s our advice for getting an edge: Read books. Under his leadership, Zappos has grown gross merchandise sales from $1.6M Customer Experience Books.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56