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

Experience Investigators by 360Connext

JULY 20, 2015

Your site must honestly and respectably reflect your culture without fail. There is no case for your 2008 case study. 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.

Online Experience 110

Online Experience Case Study Social Media Consulting 110

CX University

JANUARY 10, 2025

From 2008 to 2013, all measures recorded notable gains, particularly among underperforming hospitals, which narrowed performance disparities. Are Healthcare Organizations looking for quick relatively inexpensive fixes rather than understanding the real cultural issues within their organizations that do not promote a patient-centered approach?

Healthcare 40

Healthcare Technology Self Service Hospitality 40

ShepHyken

MAY 31, 2017

I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” I wrote about this in my book The Cult of the Customer (Wiley 2008), and the example I used was that of an airline employee. The short answer is: all of them. But, the process has to start somewhere.

Airlines 84

Airlines Customer Focused Customer Service Training Culture 84

datastax

JUNE 13, 2019

Stallman, a staff programmer at MIT, saw the move to proprietary software as a betrayal of hacker culture. Android is an open source mobile operating system developed by Google and released in 2008. It wasn’t until the 1970s and ‘80s that software companies started selling licenses. At the time, Richard M.

Software 98

Software System Tools Video 98

Beyond Philosophy

JULY 19, 2018

Thaler and Sunstein, 2008, 2009). The BMA believes an opt-out policy “ will lead to a cultural change so that organ donation is seen as the norm rather than the exception.”. New Haven: Yale University Press, 2008. < [link] > Thaler, Richard H., Sunstein, Cass R. Opt Out’ Policies Increase Organ Donation.”

Policies 199

Policies Customer Centricity Government Video 199

Beyond Philosophy

JUNE 26, 2017

Not only that, their pop culture nickname, “Whole Paycheck,” indicates that prices were not competitive with the increasingly saturated organic and healthy food market industry. Amazon is Thinking Out of the Box for Fashion Forward Customers. Instead of a massive crash, however, pundits describe the U.S. Retail’s Big Advantage.

Retail 122

Retail Fashion Consulting Customer Service Representative 122

CX Journey

FEBRUARY 4, 2016

This quote is an abbreviated version of what Warren Buffet said to Charlie Rose in an interview about the financial meltdown of 2008: Charlie Rose asked: “Should wise people have known better?” Maybe they've even tried to imitate others (culture, business approach, customer focus) but have failed miserably. It's not based in reality.

Innovation 80

Innovation Financial Culture Advertising 80

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? How do you approach customer happiness in your company?

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center Metrics 122

CX Journey

MARCH 8, 2016

While a "great place to work" might be in the eye of the beholder, I have my thoughts on what drives a great employee experience and what comprises an employee-centric culture. 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%.

Employee Experience 80

Employee Experience ROI Study Consulting 80

Comm100

NOVEMBER 14, 2017

12% growth from 2008-2018) and in some countries around the world, it is the primary driver of their economy. Author of The Service Culture Handbook. The service sector as a whole has experienced steady but sustained growth over the past decade (approx.

Resources 135

Resources Customer Service Customer Service Training Course 135

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

CSM Magazine

DECEMBER 6, 2021

In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. Sure, there is some level of trial and error to the process of getting it right, but if pandemic culture has taught us anything, it’s that technology is here to help. The Great Resignation is also upon us.

Tips 97

Tips e-support Customer Journeys Contact Center 97

Magellan Solutions

FEBRUARY 14, 2024

They also closely monitor call quality through advanced metrics and provide cultural sensitivity training to agents. Case Study 3: Asian Hospital and Medical Center Asian Hospital, one of the premier hospitals in the Philippines, partnered with Sutherland Global Services in 2008 to outsource their medical billing and coding functions.

Call Center 98

Call Center Healthcare Company Hospitality 98

CX University

SEPTEMBER 18, 2018

Quicken Loans stabilized its workplace culture with a strong employee referral program. Most new hires are friends and family of its current employees, which ties workers together and counterbalances organizational agility with a predictable work culture. A stable work culture can enhance organizational agility.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Clarivate

AUGUST 17, 2022

Dr. Grace Lomax, who co-founded Patient Connect with her sister in 2008, came up with the idea for the solution when she started asking patients in her clinic what information they wanted when and how. Neville Hobson [Host]: You founded Patient Connect together with your sister Zoe Barker in 2008.

Healthcare 52

Healthcare Hospitality Connections Culture 52

Magellan Solutions

DECEMBER 11, 2023

In 2008, we experienced a significant transformation. In 2008, everything changed when Magellan Solutions acquired a significant client in voice recognition. It creates a workplace culture where dedication, teamwork, flexibility, integrity, humility, and initiative thrive. It converts obstacles into learning opportunities.

Leadership 52

Leadership Industry Call Center Culture 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. Train your Staff to Become Customer-centric How do you create a customer-centric culture? By starting from the inside.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

CSM Magazine

SEPTEMBER 7, 2022

Unlimited access to additional tools, such as email templates, a news feed, and a culture center that can be used directly on the job. “We They help enterprises succeed in global markets by breaking down cross-cultural communications barriers. One hour a week of self-paced digital learning content. About Learnship.

Customer Care 52

Customer Care Social Media Course Culture 52

CSM Magazine

OCTOBER 6, 2022

” Founded in 2008, 60K provides CXM services to leading U.K., Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients. I am pleased to now entrust 60K to Rajesh and the ResultsCX team. ResultsCX: LinkedIn; Twitter.

Self Service 52

Self Service Entertainment Multi-Channel Telecommunications 52

The DiJulius Group

MARCH 4, 2021

Ten years later, it was bought by Amazon for $1 billion during one of the worst economic recessions back in 2008-2009. Zappos started out in a living room with the original goal to get people to buy shoes online. How did Tony Hsieh take an unthinkable business model and turned it into a billion-dollar business? Read Full Article.

Customer Experience 52

Customer Experience Groups Customers Culture 52

Magellan Solutions

FEBRUARY 2, 2022

2008 : The majority of the top U.S. Exposure to popular western culture. Foreign countries prefer to outsource jobs to the Philippines because it is receptive to western culture. Filipinos’ exposure to popular culture in the U.S. 2005 : The Philippine BPO industry contributed 2.4%

Call Center 75

Call Center Industry Contact Center Government 75

transcosmos Information Systems

JUNE 22, 2015

Originally Polish, she moved to Hungary with her family, grew up there and later on worked with our Budapest Team where she got exposed to the different cultures that make up Merlin. I have joined Merlin in December of 2008 as a multilingual FCR agent in the PhaseForward (later Oracle) team. Take it away, Radka! * * *. “I

Management 48

Management Culture Training Course 48

Chadwick Martin Bailey

NOVEMBER 25, 2020

Since 2008, LTN has been an integral part of the CMB community , with several in-person fundraising activities we look forward to year over year. Through this year’s LTN fundraising efforts, we ignited our community and expanded the ways our workforce can engage with and participate in our culture more inclusively.

Culture 52

Culture Sales Meeting Feedback 52

CX University

MARCH 22, 2018

CX is not a tool; it is a creed, a creed that McKinsey asserts “…require organizations to make cultural changes and to rewire themselves operationally and financially.” How can we create a unified cultural and operational change at the highest level? CX is not like a sales methodology, or a new technology.

Customer Experience 66

Customer Experience Customer Centricity Ecommerce e-support 66

CSM Magazine

APRIL 19, 2023

makepositive , which provides specialist Salesforce consulting and implementation services since 2008, achieved ‘Leader’ status in the ‘Implementation Services for Core Cloud’, ‘Implementation Services for Marketing Automation’ and ‘Managed Application Services’ quadrants.

Study 52

Study Consulting CRM Groups 52

ClearAction

JUNE 25, 2023

Experience Leadership methods are universal across all industries and sectors, geographies and cultures, and organization sizes and business models. It frees-up the first 2 columns in the table above to focus less on value-rescuing and more on value-creating. Isn’t that job description better for productivity and retention?

Leadership 62

Leadership Touchpoint Course Employee Experience 62

Service Untitled

FEBRUARY 17, 2009

Back in March 2008, I wrote about how to measure customer satisfaction for less than $250 and got some great feedback on the article and the idea. Since then, I’ve put the theory into practice multiple times and have seen it succeed.

Customer Satisfaction 40

Customer Satisfaction Exercises Survey Software 40

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. 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.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Call Center Metrics 80

Chadwick Martin Bailey

SEPTEMBER 22, 2020

Our culture is supportive, transparent, and engaging, which shows in our relationships with one other, our clients, and our work. In launching this relatively new format, I was faced with an increasingly restrictive budget (remember the financial crisis of 2008/2009?!), CMB is as committed to its employees as we are to our clients.

Transportation 52

Transportation Travel Financial Innovation 52

CX University

JULY 9, 2018

In 2008, Detroit, DTE Energy CEO Gerard M. Company culture is set by the company, in part, but employee experience is created in large part by employees. Anderson made an important announcement to employees, which forged that connective tissue. Second, responsibility is recognized and rewarded at the point of influence.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

West Monroe

JUNE 5, 2022

Don’t forget about company culture during this time, either—while focusing on retaining your tap talent. During the Great Recession, Facebook, Amazon, Google, Apple, and Microsoft acquired more than 100 companies from 2008 to 2010. In prior down years, it has served as a time to widen their market lead.

Software 52

Software Strategy Sales Touchpoint 52

Service Untitled

DECEMBER 27, 2010

Interestingly enough, the social trends since 2008 have grown exponentially. In 2008, social media and customer service were not even on the radar; in 2009 it grew to 13%, and this year 40% of contact centers actively use social media in their customer service.

Social Media 42

Social Media Trends Customer Experience Contact Center 42

Education Services Group

MAY 6, 2022

The year is 2008 and I just turned 18 a few months back; I’m still living at home with both my parents and my two brothers—I’m the middle child (if you hadn’t guessed that already). Likewise, some organizations don’t seem to be as focused on empathy as a foundational building block of culture as others. The Reason.

Customer Success 98

Customer Success Exercises Interaction Travel 98

C Space

JULY 23, 2021

We need to look at the context outside of any given model – at the human, at the cultural -the slippery, contradictory, and hard to define. The advent of the knowledge economy and the 2008 financial crisis produced a shift towards the expression of intellectual capital. To enhance our bounded models.”.

Fashion 52

Fashion Financial Report Brands 52

West Monroe

DECEMBER 11, 2022

During the 2008 downturn, Forbes columnist Tim Bajarin asked Intel’s CEO what the company would do given the economic reversal. Fortunately, today’s financial institutions are better positioned to make these investments than in 2008, largely because banks are more prepared than they were during the Great Recession.

Banking 52

Banking Marketing Self Service Financial 52

Service Untitled

MARCH 2, 2010

In December, 2008 Wells Fargo stepped in after the government forced the sale to avoid the failure of Wachovia. When Wachovia and First Union merged, they became one of the largest personal and business banks in the US.

Banking 41

Banking Call Center Government Financial 41