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. That phenomenon is you and I – the consumer.

Measurement 120

Measurement Customer Experience Company Banking 120

ijgolding

OCTOBER 21, 2014

This is so important and a pillar that has become necessary as we, the consumer, are demanding more emotionally engaging experiences every day. Integrity is a word that few would associate with many industries in 2014 – it has been eroded so significantly since 2008. Personalisation.

Report 229

Report Customer Experience Customer Centricity Fashion 229

Helen Dewdney

OCTOBER 5, 2016

Say that you are aware that the breach falls under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulation EC 1008/2008 – Article 23 Transparent pricing, Consumer Protection from Unfair Trading Regulations 2008 and Consumer Rights Act 2015 (including Part 2 Unfair Terms).

Consumers 75

Consumers Travel Social Media Tips 75

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. In this article, we’ll take a closer look at what customer experience management is, as well as how companies of all sizes can optimize it to keep consumers happy and loyal to their brands.

Customer Experience Management 199

Customer Experience Management Strategy Customer Experience Management 199

Michelli Experience

JUNE 28, 2017

Behavioral economist, Dan Ariely’s work on emotional decision-making has also been ground-breaking and inspirational; particularly, when it comes to consumer behavior. Predictably Irrational.

Customer Experience 209

Customer Experience Employee Engagement Loyalty Customers 209

InMoment XI

FEBRUARY 2, 2024

Founded in 2008, Hootsuite supports social network integrations for Twitter, Facebook, Instagram, LinkedIn, Pinterest, YouTube, and TikTok. Outside of online review websites (like Yelp, Google, and Tripadvisor), consumers turn to social media platforms to learn more about businesses.

Social Media 221

Social Media Brands Management Analytics 221

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. This recent increase in its favor has much to do with consumers’ fondness of soliciting personalized support.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

Beyond Philosophy

DECEMBER 6, 2018

The slogan resurfaced in the 2008 campaign as “It’s the economy, stupid.”. consumers say they spend more money doing business with a company that delivers an excellent experience. consumers will spend up to 17% more with companies that provide excellent customer service. Perception is the reality, as they say.

ROI 164

ROI Customer Experience Customers Resources 164

Helen Dewdney

JUNE 21, 2016

I have been asked a lot what EU law affects consumer law and what would happen to consumer law should we leave the EU on Thursday. EU legislation is intended to give consumers across the EU equivalent rights. See the UK European Consumer Centre for more details. The Consumer Rights Directive 2013 .

Consumers 56

Consumers Government Sales Marketing 56

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . As a daily destination for consumers, they’re constantly receiving feedback and have been able to turn that data into actionable insights and improvements. The post From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights appeared first on Clarabridge.

Omni-Channel 40

Omni-Channel Self Service Chatbots Ecommerce 40

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior. Published on: July 08, 2016.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

Win the Customer

MARCH 8, 2017

In 2008, new Old Navy president Tom Wyatt came in aiming to revitalize the brand. Another way brands can connect with consumer emotions is by appealing to values shared by the company’s target market. Here are some case studies in successful emotional branding that business leaders can emulate to acquire and maintain customers.

Case Study 118

Case Study Study Brands Customer Experience 118

West Monroe

FEBRUARY 18, 2024

While today’s rapidly evolving financial landscape has banks focusing on numerous priorities, consumer lending is experiencing significant shifts that demand immediate attention to manage current expenses and position for future growth.

Consumers 52

Consumers Technology Strategy Banking 52

West Monroe

FEBRUARY 18, 2024

While today’s rapidly evolving financial landscape has banks focusing on numerous priorities, consumer lending is experiencing significant shifts that demand immediate attention to manage current expenses and position for future growth.

Consumers 52

Consumers Technology Strategy Banking 52

Thematic

DECEMBER 9, 2022

How can you stay relevant to consumers in a competitive market - especially one under the pressure of a recession? During the 2008 recession, Starbucks came under threat. Due to the rapid decrease in consumer share, multiple Starbucks stores were forced to close, and many employees lost their jobs. What do they have in common?

Customer Satisfaction 71

Customer Satisfaction Fashion Feedback Social Media 71

CX University

JANUARY 10, 2025

The answer may lie in understanding patient experiences through tools like the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). From 2008 to 2013, all measures recorded notable gains, particularly among underperforming hospitals, which narrowed performance disparities. percentage points.

Healthcare 40

Healthcare Technology Self Service Hospitality 40

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. He called it “The New Era Of The Consumer” and showcased what he wanted to see from the stores.

Fashion 125

Fashion Social Media Conference Policies 125

Service Untitled

DECEMBER 23, 2013

Perhaps you have never read the fine print in the Terms of Service when ordering merchandise, but this situation might encourage consumers to pay attention, since it is well known that litigation costs money. In December 2008, John Palmer ordered a desk toy and key chain from KlearGear.com; the entire purchase added to less than $20.

Retail 71

Retail Company Report Sales 71

ShepHyken

JANUARY 22, 2018

Capturing the essence of 2008’s demanding consumer arena, it is—surprise, surprise—all about those pesky, demanding consumers. My Comment: Here’s a reprint of an article that came out ten years ago -and it is just as relevant today as it was back then.

Customer Service 92

Customer Service Chatbots Wireless Airlines 92

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. Meanwhile, 50% of consumers will likely switch to a rival after just one bad support experience. And you’re not alone in feeling that way.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

ijgolding

MARCH 7, 2016

We the UK consumer can choose to take our business elsewhere. In 2008, Woolworths left a huge hole in high streets all over Britain – it had completely failed to remain relevant to the consumer and ceased to be a viable business. The catastrophe here is that it is the NPower employee who has to suffer the consequences.

Case Study 120

Case Study Retail Financial Social Media 120

ReviewTrackers

JANUARY 18, 2018

Not only do reviews have the potential to either attract or drive away customers; they are also a major reputation factor and a key source of information for consumers as they determine whether or not to trust a provider. Building consumer trust in banking and financial services. Harnessing online reviews. Lending Tree.

Banking 17

Banking Financial Insurance Brands 17

ShepHyken

NOVEMBER 6, 2020

He shares the process of conducting consumer research and how to implement your findings into the customer experience. Understanding your consumer is a key piece of customer service and developing loyalty to your brand. How Do We Conduct Consumer Research? Have you ever been inside a Whole Foods that sells Louis Vuitton bags?

Customer Service 83

Customer Service Marketing How To Consumers 83

Helen Dewdney

JULY 17, 2019

However, unsolicited goods are also covered in the newer regulations The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) which say you have a right to keep goods delivered to you that you didn’t request. How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

Tips 76

Tips Consumers Company System 76

Helen Dewdney

AUGUST 2, 2021

In my series of interviews with people in the consumer world, today is the turn of Matt Allwright. 3) How well do you know your legal rights (would be the Consumer Rights Act , different sectors regulations etc. I had the 2008 (amended 2014) Consumer Protection from Unfair Trading Regulations down pat. in the UK).

Social Media 76

Social Media Consumers Feedback Company 76

Eptica

FEBRUARY 6, 2019

Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China). Reading through qualitative data, such as free text interaction was once a time-consuming, often manual process but now you can do it at scale using AI and text analytics.

Automotive 73

Automotive Social Media Contact Center Banking 73

Helen Dewdney

NOVEMBER 9, 2017

The Government thought so too and there was a call for evidence from the Department for Business, Innovation & Skills for consumers to provide feedback regarding their experiences. Consumer Rights Act 2015 and unfair contracts. The Consumer Protection from Unfair Trading Regulations 2008 (amended 2014) (CPUTRs).

How To 63

How To Consumers Tips Government 63

Survicate

DECEMBER 16, 2019

Kyung Hyan Yoo and Ulrike Gretzel (2008) at Texas A&M University surveyed almost 1,500 TripAdvisor users and found that two of the primary motivations for writing reviews was to inform other travellers and to help the business reviewed to improve. And those who do leave online reviews are different from the average consumer.

Travel 98

Travel Apparel Hotels Retail 98

datastax

JUNE 13, 2019

Android is an open source mobile operating system developed by Google and released in 2008. Chances are the bulk of the content you consume every day is posted via an open source CMS. are the three most popular content management systems (CMS), and they all happen to be open source. have a 6.7% share, respectively.

Software 98

Software System Tools Video 98

Helen Dewdney

AUGUST 16, 2018

Consumer Rights Act 2015 says services must be carried out with reasonable skill and care. Firstly, under the Consumer Rights Act 2015, services should be carried out with information given verbally or in writing to the consumer which is binding where the consumer relies on it. Like your deliveries?

Consumers 57

Consumers Tips How To 57

Helen Dewdney

OCTOBER 3, 2022

Consumers have seen customer service get worse and worse over the last couple of years. Whilst consumers can understand the reasons for rising prices and supply chain difficulties, customers can no longer tolerate the poor customer service that we saw at the beginning of the pandemic. Why just one week? No excuse for poor service.

Customer Service 66

Customer Service Poor Customer Service Consumers Sales 66

Retently

JULY 28, 2023

It was only in 2008 that the Chief Customer Officer position started being recognized as an important role within a company. Fosters a Company-Wide Customer-Centric Culture To make the customer feel valuable to the brand, the Chief Experience Officer unifies the way all employees view consumers.

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center Metrics 122

Helen Dewdney

JANUARY 29, 2018

A consumer is totally within their rights to reject the order when it arrives. Consumers have a right to a discount on the order if they decide to keep it. State that the company is in breach of the Consumer Rights Act 2015 and The CPUTRs (using the information above). Any service must be carried out within the agreed time.

Consumers 58

Consumers Advertising Tips Company 58

ReviewTrackers

JANUARY 1, 2018

But the point is this: online reviews and ratings heavily influence consumers’ purchase decisions. According to Cone Communications, 4 in 5 consumers will reverse a purchase decision after reading negative reviews. The OpenTable Reviews Program was launched in 2008. Automotive Review Sites. Managing an automotive business?

Automotive 109

Automotive Hotels Travel Healthcare 109

Helen Dewdney

JANUARY 28, 2019

The Consumer Protection from Unfair Trading Regulations 2008 (amended 2014) (CPRs) regulate estate agents and other businesses involved in property sales and lettings. The CPRs prohibit all traders from using unfair commercial practices in their dealings with individual consumers. How to take charge of your home removal.

Consumers 57

Consumers Course Sales Engagement 57

ShepHyken

MAY 26, 2017

seconds in 2008 with a mind boggling 19.19 But now with the explosion of Customer Experience into the mainframe, tracking more of experiential metrics has become the norm, and if you aren’t doing it, chances are that you’re actually clueless about how your business ranks against competitors and also in the minds of consumers.

Metrics 94

Metrics Net Promoter Score Effort Score Customer Satisfaction 94

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. What long term changes can we expect in consumer expectations? And how will all these changes impact businesses?

Marketing 78

Marketing Survey Entertainment Hospitality 78