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. Prior to these roles, Lillie held several leadership roles in the U.S. That’s this episode. About Brian. The CIO to CCO transition.

Chief Customer Officer 131

Chief Customer Officer Customer Care Metrics Communication 131

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

CX University

JULY 9, 2018

My office has identified 5 best practices; this article will deal with just two things leadership must do in order to create an environment where engagement is possible. In 2008, Detroit, DTE Energy CEO Gerard M. Takeaway: Successful Employee Engagement Is a Contract between Leadership and Employees. The results are inspiring.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

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

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 Hotels 96

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. Navigating Excellence and Transformation in Leadership Fred Chua emphasizes that good leadership is not self-proclaimed; it’s a reputation earned through the eyes of others.

Leadership 52

Leadership Industry Call Center Culture 52

ijgolding

FEBRUARY 5, 2018

However, towards the end of the 90’s, HPs leadership changed. In 2008, when the tool was being developed, we were very early to market with a concept along these lines. Like many organisations, the focus switched (almost overnight), from being customer focused to being commercially focused. It was vital to get it right.

Culture 264

Culture Measurement Customer Centricity Hotels 264

ShepHyken

NOVEMBER 7, 2018

In 2008 Domino’s was struggling and their brilliant leadership turned the company around. I included Domino’s as a case study in the book, but guess what? I didn’t include them in the chapter on delivery. I included them in the chapter on technology. So, they improved.

Case Study 95

Case Study Study Customer Service Training Technology 95

ShepHyken

MAY 31, 2017

Usually it’s at the top with leadership. 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. But sometimes it can come from someone inside the organization at a different level. I refer to that person as The Force Within.

Airlines 84

Airlines Customer Focused Customer Service Training Culture 84

CX University

SEPTEMBER 18, 2018

We look at four case studies of some of today’s most successful organizations, analyzing how they achieve these cornerstones through engagement, in all cases finding the same, ineluctable linkage between leadership, employees and market environment. Conclusions: Leadership engages employees by creating a meaningful contract.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

ShepHyken

APRIL 11, 2017

The CEO and leadership team must buy in to the power of the NPS measurement and approve a budget for customer experience and retention. About: Adam Dorrell started CustomerGauge in 2008 to help companies solve the problem of retaining customers. Top Takeaways: A repeat customer will do more business with you than a new customer.

Net Promoter Score 83

Net Promoter Score NPS Customer Retention CRM 83

CX Journey

MARCH 8, 2016

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%. 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.

Employee Experience 80

Employee Experience ROI Study Consulting 80

Storyminers

JULY 6, 2020

The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Bill Quiseng. Bruce Temkin. Dan Gingiss. Jeanne Bliss.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Maz Iqbal

NOVEMBER 20, 2014

. - Joseph Goldstein, A Heart Full Of Peace, Best Buddhist Writing 2008. Listen to Tony Hsieh talk about the early days of Zappos when the leadership team was struggling to find funding to keep Zappos going – the cash had run out (bolding is my work): A month later, we still weren’t profitable. Summing Up.

Customer Centricity 63

Customer Centricity Case Study Leadership Loyalty 63

ijgolding

JUNE 25, 2017

The initiative was officially launched in 2008. Without any budget, the only way I could get that authority, was to use the tools available to me: Microsoft Outlook and Excel!! I created an administrative nightmare for my team – they did not love me for it!! The resulting improvements to the customer experience had delivered £6.4m

Customer Centricity 128

Customer Centricity Culture Customer Experience Professionals Case Study 128

Stella Connect

JANUARY 12, 2018

EBTH was founded in 2008 by Jacquie Denny and Brian Graves, two veteran vintage sellers in the Cincinnati area. This includes reading industry resources like Mckinsey and Company’s work on leadership and customer journey mapping. Weekly Leadership Meeting. But at EBTH, it’s not just the leadership team who helps with training.

Sales 75

Sales Company Customer Service Management 75

ShepHyken

NOVEMBER 6, 2020

In 2008, consumer research helped customer service at the world’s largest coffee chain. Read Shep’s latest Forbes article: Leadership Lessons From A Motivational Speaker During Covid-19. Primary Research. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Service 84

Customer Service Marketing How To Consumers 84

Storyminers

JULY 6, 2020

The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Bill Quiseng. Bruce Temkin. Dan Gingiss. Jeanne Bliss.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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.

Banking 104

Banking B2C Healthcare Study 104

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. This data reflects a growing recognition of the importance of CX leadership in driving business success and delivering exceptional customer experiences.

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center Metrics 122

CX University

MARCH 22, 2018

For leadership that has operated under a traditional model, and mindset, for decades, Bezos’ thought leadership might sound good; you might even say it out loud, but in the back of your mind, the old value system still reigns supreme. Why Fighting with Ghosts Will Kill Your Shower Routine.

Customer Experience 66

Customer Experience Customer Centricity Ecommerce e-support 66

AWS Machine Learning

NOVEMBER 9, 2023

He received his PhD in Computer Science from Purdue University in 2008. In the past, Ramesh has provided science leadership in delivering many NLP-based AWS products such as Kendra, Quicksight Q and Contact Lens. His interests are mainly in the areas of Natural Language Processing and Generative AI.

Training 111

Training Metrics Customers Study 111

Team Support

JUNE 15, 2020

In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington , and I set out to build one. As published in MarTechSeries.com , June 15, 2020. Please tell us about your role and the team/technology at TeamSupport.

Self Service 64

Self Service B2B Software B2C 64

North Highland

NOVEMBER 6, 2018

Run focus groups, map out EU employee journeys, ask leadership to commit to supporting all EU nationals and run campaigns to raise awareness and visibility. What else should they be doing and when? Seek to proactively answer these questions to build trust and credibility with your people. We are not waiting for Brexit to, “just happen.”

Return on Investment 49

Return on Investment Policies Financial Advertising 49

Beyond Philosophy

DECEMBER 23, 2021

For example, John McCain, a 2008 U.S. For example, if you want to convince somebody that you have leadership skills, tell them a story about a situation where you led people. We seek out stories because they entertain us and remember stories better than if we heard the same information in a nonstory format.

Return on Investment 15

Return on Investment Entertainment Examples Brands 15

Lithium

APRIL 15, 2021

In fact, none of our in-the-trenches employees that should have been talking about ROI with our very own Khoros customers during the years 2008-2012 initiated the subject; instead preferring to be reactive and let our customers come to us with ROI questions that we could barely muddle our way through answering.

ROI 52

ROI Return on Investment CRM Measurement 52

AWS Machine Learning

DECEMBER 13, 2024

With a team of more than 1,600 professionals and a long-standing relationship with AWS dating back to 2008, Clearwater has consistently pushed the boundaries of financial technology innovation. trillion in assets across thousands of accounts worldwide. Pablo Redondo is a Principal Solutions Architect at Amazon Web Services.

Analytics 81

Analytics Management Policies Comparison 81

Lithium

DECEMBER 7, 2018

After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year. There are so many others that came along from 2007 through 2008 that are part of the Lithosphere’s story too. launched a legitimate Lithium community instance early in 2006.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year. There are so many others that came along from 2007 through 2008 that are part of the Lithosphere’s story too. launched a legitimate Lithium community instance early in 2006.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year. There are so many others that came along from 2007 through 2008 that are part of the Lithosphere’s story too. launched a legitimate Lithium community instance early in 2006.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year. There are so many others that came along from 2007 through 2008 that are part of the Lithosphere’s story too. launched a legitimate Lithium community instance early in 2006.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year. There are so many others that came along from 2007 through 2008 that are part of the Lithosphere’s story too. launched a legitimate Lithium community instance early in 2006.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year. There are so many others that came along from 2007 through 2008 that are part of the Lithosphere’s story too. launched a legitimate Lithium community instance early in 2006.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year. There are so many others that came along from 2007 through 2008 that are part of the Lithosphere’s story too. launched a legitimate Lithium community instance early in 2006.

Gamification 40

Gamification B2B Guidelines Government 40

Chattermill

MAY 12, 2019

Under his leadership, Zappos has grown gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company by Joseph Michelli.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

AWS Machine Learning

JANUARY 13, 2023

in Electrical Engineering and Computer Sciences from UC Berkeley in 2008. He is also the co-founder and CEO of FedML. He received my Ph.D. His research focuses on the areas of information theory, decentralized and federated machine learning, secure and privacy-preserving learning and computing.

Analytics 96

Analytics Data Healthcare Hospitality 96

ClearAction

AUGUST 21, 2016

She should know a thing or two about this topic — she’s directed customer experience programs for 25 years with leadership roles at Fortune 500 companies. An example is Suntrust Bank , who saw the financial meltdown in 2008 as an opportunity to see how they could rebuild trust with their customers. A: Absolutely.

Brands 54

Brands Customer Experience Social Media Customer Journeys 54