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. CCO connects, guides, provides resources … but doesn’t micro-manage as they figure it all out and its importance. That’s this episode.

Chief Customer Officer 131

Chief Customer Officer Customer Care Metrics Communication 131

ShepHyken

APRIL 14, 2020

They discuss strategies for adapting to a remote workforce without sacrificing productivity, connection or the customer experience. During this time, organization leaders must seize the opportunity to connect with their employees and their customer base in an authentic and empathetic way.

Communication 122

Communication Connections Loyalty Groups 122

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. Influence is a major factor for Gen Z when it comes to making a purchase and connecting with a brand. Online Influence. As Generation Z matures, their impact will only increase.

Connections 63

Connections Brands Social Media Voice of Customer 63

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. NPS needed to be connected to business growth immediately to be seen as successful. The first 30 days were about connections, data, and getting grounded in the operational principles of Sprint.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

InMoment XI

FEBRUARY 2, 2024

Founded in 2008, Hootsuite supports social network integrations for Twitter, Facebook, Instagram, LinkedIn, Pinterest, YouTube, and TikTok. The platform also has a growing App Directory that lets companies connect existing marketing, content, and other business systems to Hootsuite.

Social Media 221

Social Media Brands Management Analytics 221

Lumoa

JUNE 23, 2021

While these solutions will have the same ambition, CCaaS will focus on managing customer interactions intelligently by connecting to cloud-based applications that are chargeable on a monthly basis. This will allow your support staff to access the contact center system from any location and at any time to connect with customers.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

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. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. This one is my favorite. I will never look at my bed the same way again….

Hotels 161

Hotels CEM Analysis Customers 161

Win the Customer

MARCH 8, 2017

In 2008, new Old Navy president Tom Wyatt came in aiming to revitalize the brand. With this focus, Dove has repackaged the emotions associated with its products, connecting its brand with feelings of self-esteem. Another way brands can connect with consumer emotions is by appealing to values shared by the company’s target market.

Case Study 118

Case Study Study Brands Customer Experience 118

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business.

Connections 57

Connections Conference Loyalty Survey 57

Customer Bliss

AUGUST 22, 2017

Prior to joining Shufersal, Zvi was with the Israel Securities Authority (ISA) from 2008 through 2012, as a member of the Investigations and Intelligence department, focusing on financial and capital market enforcement activities. They actually used Facebook groups for that (connecting store-level employees with those making decisions).

Fashion 125

Fashion Social Media Conference Policies 125

CX University

JANUARY 10, 2025

From 2008 to 2013, all measures recorded notable gains, particularly among underperforming hospitals, which narrowed performance disparities. While it enhances efficiency and clinical outcomes, true patient satisfaction comes from empathy, connection, and understanding. For example, the Overall Rating of Hospital metric rose by 8.5

Healthcare 40

Healthcare Technology Self Service Hospitality 40

Comm100

JUNE 22, 2021

I have been an IT Manager at Dawson College since 2008, and before that I specialized in CRM solutions in the retail industry for many years – so as you’d expect, I have seen a lot of technological change in my time! What other technology have you introduced to Dawson College to connect with students? It was a great success!

Customer Service 135

Customer Service Video Course Technology 135

Experience Investigators by 360Connext

JULY 20, 2015

This broken connection can only lead to a huge mess – from derailing the journey of possible clients to attracting applicants you never meant to target. There is no case for your 2008 case study. Your site must honestly and respectably reflect your culture without fail.

Online Experience 110

Online Experience Case Study Social Media Consulting 110

AWS Machine Learning

JUNE 13, 2023

LangChain establishes a connection to the database and runs the SQL query to get the results. Connect to databases using SQLAlchemy LangChain uses SQLAlchemy to connect to SQL databases. We initialize LangChain’s SQLDatabase function by creating an engine and establishing a connection for each data source.

Data 94

Data Analytics Sales Connections 94

CSM Magazine

OCTOBER 6, 2020

The three-week engagement included the deployment of a remote outbound contact centre for agents working from home in just two weeks using Amazon Connect. We look forward to working with them again as we consider more AWS Connect capabilities including AI, ML and real-time analytics.” We’ve been so impressed with ECS.

Connections 52

Connections Self Service Consulting Wait Times 52

ShepHyken

NOVEMBER 7, 2018

In 2008 Domino’s was struggling and their brilliant leadership turned the company around. The Domino’s ANYWARE concept allows their customers to not only order the pizza with the toppings they desire but to connect with their neighborhood Domino’s by more than ten ways, with more to come. I included them in the chapter on technology.

Case Study 94

Case Study Study Customer Service Training Technology 94

Gainsight

NOVEMBER 20, 2024

Beyond the Forum: Creating a Community That Empowers Let’s be real: Communities, at least in their 2008 form, have always felt like a check-the-box thing thrown up to deflect a few tickets and save a few bucks. But today, communities are evolving into something more impactful. Meanwhile, highly engaged customers expanded at a 2.2x

Self Service 40

Self Service Measurement Training Metrics 40

Customer Bliss

MAY 10, 2016

Prior to joining the Smithsonian in 2008 Samir was the Executive Director of Noemie LaFrance’s SENS Production in Brooklyn, New York. You can connect with him on LinkedIn as well. In addition to working at the Smithsonian Samir dances with Jonah Bokaer and Erica Rebollar, with whom he performs modern & contemporary dance.

Customer Journeys 0

Customer Journeys Chief Customer Officer Training Study 0

Thematic

DECEMBER 9, 2022

During the 2008 recession, Starbucks came under threat. An example of a company that successfully leveraged a market gap during the 2008 recession is mens' fashion retailer Bonobos. Progressive companies stay connected to customer needs, and use these insights to inform investment decisions. Which customers are churning?

Customer Satisfaction 71

Customer Satisfaction Fashion Feedback Social Media 71

Beyond Philosophy

JUNE 26, 2017

Mortgage bonds that were sold in 2012 stand to create the “next big short,” much like the mortgage-backed securities that went belly-up due to the subprime home loans in 2008. It means getting personal, interacting with people, finding a way to leverage the emotional connection that occurs in a brick-and-mortar Customer Experience.

Retail 122

Retail Fashion Consulting Customer Service Representative 122

Clarivate

AUGUST 17, 2022

In our latest podcast, Ideas to Innovation, we speak with Dr. Grace Lomax, the clinical director at Patient Connect, part of Clarivate. Making significant strides towards patient access, education and engagement is the mission of Patient Connect. Starting in 2008, [Patient Connect] nearly predates the internet.

Healthcare 52

Healthcare Hospitality Connections Culture 52

Stella Connect

JANUARY 12, 2018

EBTH was founded in 2008 by Jacquie Denny and Brian Graves, two veteran vintage sellers in the Cincinnati area. In this year alone, the service team has sent over 60,000 Stella Connect customer feedback requests (more details on this partnership are below). Marc Broering. EBTH soon became an expansive online estate sale company.

Sales 75

Sales Company Customer Service Management 75

Beyond Philosophy

FEBRUARY 21, 2016

Since the financial meltdown of 2008, many have been singled out for charging excessive fees (which is often, as well, a surrogate for service-related issues). Furthermore, in an industry that had relied on customer stability (or at least inertia), large retail banks have seen churn rates of 10%, or more (per J.D. Power annual studies).

Banking 60

Banking B2C Financial B2B 60

Daniel Group

APRIL 18, 2024

This analysis covers 600,000 surveys from 2008 in one vertical market. This connection indicates that low satisfaction will likely result in lower NPS performance in the future. In revisiting our interview history we discovered key metrics. However, as we lagged the correlation by quarters, we noticed interesting changes.

Communication 98

Communication Strategy NPS Net Promoter Score 98

Comm100

OCTOBER 28, 2015

In 2008, Wells Fargo leveraged online chat to drive sales , the results were high customer satisfaction scores and a double-digit increase in converted shoppers. Connect with Your Millennial Customers. IT for maintenance/repairs. Employees to answer the incoming calls. Live Support Increases Your Sales.

Average Handle Time 100

Average Handle Time Multi-Channel Effort Score System 100

Middlesex Consulting

MARCH 9, 2015

For the past two years my friend Jon Picoult, Founder & Principal at Watermark Consulting , has been demonstrating the connection between CX maturity and stock performance. (A The connection between CX and share price. Jon’s answer helped me connect the dots around a subject I have been aware of for a long time.

Connections 60

Connections Consulting Study Metrics 60

ijgolding

MARCH 7, 2016

In times of economic struggle (connected to the oil price), NPower’s approach to Customer Experience has made it impossible for them to differentiate themselves from the competition. Rather than wining customers from their competitors, their competitors are picking up a veritable feast from the ashes.

Case Study 120

Case Study Retail Financial Social Media 120

Kayako

OCTOBER 29, 2015

In his book, The World is Flat , Tom Friedman showed that the world in the early 2000s was becoming more connected than ever thanks to economic change. A great indicator of this is in 2008 odesk.com had 2,500 job postings 2,500 for “virtual assistant”, and by 2012 that number had risen to 25,000.

Poor Customer Service 120

Poor Customer Service Feedback Metrics Customer Service 120

Innovative CX

MAY 6, 2020

Not the 2008 financial crisis. The similarities between this crisis and the financial crisis of 2008 are few and far between. Connection is more important than ever with employees, customers, and colleagues The recording of this session will be available soon. Not the dot.com bust in the 2000’s. And guess what, that’s ok!

Customer Experience 59

Customer Experience Customer Journeys Financial Customer Expectations 59

ReviewTrackers

JANUARY 18, 2018

LendingTree is an online lending exchange that connects consumers with multiple lenders, banks, and credit partners who compete for business. Lending Tree. By creating a My LendingTree account, consumers can track their credit score and review all loan and credit card accounts. MyBankTracker.

Banking 17

Banking Financial Insurance Brands 17

Talkdesk

APRIL 3, 2019

Luckily there is TaskRabbit , a company that connects people who want to get things done and people who want to help people get things done. TaskRabbit, founded in 2008, allows consumers to find immediate help with everyday tasks, including cleaning, moving, delivery and handyman work. .

Contact Center 9

Contact Center Consumers Connections Company 9

CSM Magazine

OCTOBER 20, 2020

The firm is helping customers including Cazoo , Direct Line Group’s Green Flag business and South East Water , to boost their customer service using Amazon Connect. The full roster of clients also includes ECS’s flagship Amazon Connect deployments at RBS, which began in 2018.

Net Promoter Score 52

Net Promoter Score Self Service Engagement Consulting 52

Lumoa

JUNE 14, 2023

For example, in 2008, they launched ‘ My Starbucks Ideas ‘ – an online platform where customers could submit their requests and suggestions. Starbucks’ customer service strategy differs from both Amazon and Netflix but is equally noteworthy. That’s where workflow automation tools come in.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Hero Digital

APRIL 8, 2020

Financial services : Unlike past crises, where the financial services industry was arguably a victim (9/11) or a villain (2008 mortgage bubble), retail banks are not at the center of COVID-19. Will the quality onboarding and service experiences grow increasingly important as employees have to manage more of their own connectivity from home?

Banking 104

Banking B2C Healthcare Study 104

ReviewTrackers

JANUARY 1, 2018

The OpenTable Reviews Program was launched in 2008. More than 1 million consumers a day rely on Healthgrades to research, compare, and connect with physicians and other practitioners. Since then, it has collected more than 40 million reviews from verified diners, at a rate of over 750,000 reviews every month.

Automotive 109

Automotive Hotels Travel Healthcare 109

Confirmit

APRIL 19, 2020

History shows that every major crisis involving economic uncertainty – the Spanish Flu, World Wars, the Great Depression, and 2008’s Great Recession – has changed consumer behavior. Many respondents are still connected/online/working from home, so are still accessible. Still, we can look to history for some hints.

Marketing 78

Marketing Survey Entertainment Hospitality 78

ShepHyken

NOVEMBER 29, 2016

In 2008, Nate and his business partner recognized an opportunity in the outsourced customer service space for a company that prioritized exceptional customer service above anything else. .” – Nate Spears. How can I provide a personal emotional connection with my customers? What questions will this episode answer?

Exceptional Customer Service 48

Exceptional Customer Service Banking Customer Service Connections 48