ShepHyken

SEPTEMBER 29, 2023

In their 2009 meta-analysis presented by Gallup, Harter et al. The CX EX synergy that emerges from this approach creates a virtuous cycle where engaged employees drive improved customer interactions that lead to enhanced loyalty, brand advocacy, and, ultimately, business success.

Employee Engagement 143

Employee Engagement Engagement Strategy Effort Score 143

C Space

MAY 4, 2020

The Brand Move Roundup – May 4, 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. In March, its global sales plummeted 43% from the previous year.

Brands 52

Brands Airlines Advertising e-support 52

Hero Digital

APRIL 24, 2020

As marketers, this presents us with a unique opportunity to get vital messaging to consumers, whether around e-commerce, tips for accessing services under these new living circumstances or even potentially life-saving PSAs. Though many brands are pulling back budgets, AdAge reports global ad spend outlook is set to decrease 7.4%

Brands 54

Brands Sports Advertising Guidelines 54

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. According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO. The most well-known and trusted CX metrics are NPS , CSAT , and CES.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

C Space

JULY 7, 2020

The Brand Move Roundup – July 7, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Three months 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 Policies Hospitality Advertising 52

CX Journey

JANUARY 11, 2018

Today’s savvy consumers have a variety of options when it comes to engaging with your brand. As you can see, having an omnichannel strategy has benefits for both consumers and businesses alike. As a frustrated consumer with an entrepreneurial spirit, Ford sought to figure out a quicker way to order his latte in the morning.

Omni-Channel 145

Omni-Channel Communication Social Media Hotels 145

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

NICE inContact

JULY 13, 2016

Our customer, Hoveround Corporation , a leading provider of power chairs, electric scooters and other mobility solutions, chose inContact for its inbound contact center solution in 2009. How omnichannel experiences help companies excel and differentiate their brand.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

CX University

APRIL 2, 2024

Pink (2009) states that when employees have a purpose in their work, are provided with opportunities to develop mastery in what they do, and have autonomy, they will be engaged. Environment: Characterized by trust and supportive relationships. Work: Work is meaningful and provides recognition and growth. A Challenge to CX Strategies?

Strategy 52

Strategy Financial Leadership Apparel 52

ijgolding

MAY 21, 2018

Many businesses could rely almost entirely on their brand name – believing that they had embedded themselves in the hearts of consumers, they could sit back and watch the money pouring in. A brand that firmly established itself in the minds of consumers around the world, is no more.

Retail 186

Retail Leadership Case Study Financial 186

ShepHyken

JUNE 13, 2022

In 2009 only 18% of the value of the top 100 brands was in subscriptions. The Wall Street Journal) The quality of customer experience offered by consumer-facing brands and government agencies declined in the year through April 2022. consumers’ perceptions of 221 companies and federal agencies.

Customer Service 70

Customer Service Sports Customer Journeys Government 70

Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback.

Net Promoter Score 124

Net Promoter Score Company NPS Effort Score 124

Lithium

SEPTEMBER 26, 2019

The honeymoon phase between consumers and social media is over. People are no longer wowed by the “newness” of social media or content with brands simply being present on their favorite platforms. And how do you know if your brand is doing a good job of authentically engaging with your audience? Understand your purpose.

Social Media 40

Social Media Brands Consumers Video 40

Lithium

SEPTEMBER 26, 2019

The honeymoon phase between consumers and social media is over. People are no longer wowed by the “newness” of social media or content with brands simply being present on their favorite platforms. And how do you know if your brand is doing a good job of authentically engaging with your audience? Understand your purpose.

Social Media 40

Social Media Brands Consumers Video 40

Lithium

SEPTEMBER 26, 2019

The honeymoon phase between consumers and social media is over. People are no longer wowed by the “newness” of social media or content with brands simply being present on their favorite platforms. And how do you know if your brand is doing a good job of authentically engaging with your audience? Understand your purpose.

Social Media 40

Social Media Brands Consumers Video 40

Alida

APRIL 5, 2017

Enter: The kings of customer-centric service, interaction and engagement—retail brands. By following examples set by successful retail brands, health care providers can devise new ways to better engage current patient populations and expand their reach to new demographics. Realize that people do have other choices.

Retail 154

Retail Customer Base Strategy Rewards Programs 154

Strativity

MAY 30, 2018

The stock market hasn’t been this volatile since the 2008-2009 Financial Crisis. Annualized, this is the most movement of such magnitude since 2009. Temkin Group Q1 2018 Consumer Benchmark Survey . As noted, customer experience leaders were identified using the Temkin Group Q1 2018 Consumer Benchmark Survey.

Customer Experience 58

Customer Experience Marketing How To Return on Investment 58

Interactions

JULY 22, 2021

A recent study by the UK Institute of Customer Service found that complaints about poor customer service are at their highest levels since 2009. While initially sympathetic, consumers are now tired of being told that their long wait times on the phone or late deliveries are simply “because of Covid”. Let AI empower your customers.

Customer Service 62

Customer Service Travel Wait Times Poor Customer Service 62

Brandwatch CX

JANUARY 3, 2019

Whether you’re looking for some stimulating reading with your morning coffee, a self-confessed data geek, or a marketer who wants to understand how Twitter can help your brand, we’ve got the Twitter stats for you. On 15 January 2009, a US Airways flight crashed on NYC’s Hudson River. Twitter historical facts.

Brands 111

Brands Financial Marketing Consumers 111

CSM Magazine

FEBRUARY 7, 2023

Jim Davies explores 5 brand- and money-saving customer experience (CX) options. We saw this in the last big recession spanning 2007-2009. Disgruntled customers, just like elephants, remembered how poorly they were treated and voiced their dissatisfaction by disregarding previous brand loyalty and swapping to a competitor.

Self Service 52

Self Service Customer Experience Gamification Analytics 52

C Space

JANUARY 18, 2021

How did 2020 change the rules of engagement between customers and brands? Over the next 12 weeks, we’ll be sharing what we’ve discovered about the state of the customer, now – and the implications for brands. Here are the five brands to watch to watch in 2021. The new rules of engagement (according to customers).

Engagement 116

Engagement Apparel Financial Automotive 116

ReviewTrackers

AUGUST 12, 2020

Data from Hubspot shows that consumers talk about brands 90 times a week and 90 percent of customers will also trust brand recommendations from friends. Many people did it to simply satisfy one man’s quest for free nuggets, but it also brought plenty of brand awareness to Wendy’s. A Grassroots Tinder Movement.

Examples 123

Examples Marketing Apparel Social Media 123

ShepHyken

FEBRUARY 8, 2021

Fast Company) As we witnessed in the 2009 downturn, if companies react quickly and organize themselves well, there are many opportunities to be gained from this crisis. With so many articles that are focused on retail and consumers, it’s nice to get a deep dive on the B2B side. This article includes four trends.

Customer Service 103

Customer Service Self Service B2B Retail 103

CSM Magazine

MARCH 20, 2023

How Brands Become Icons – Douglas B. Holt This book is a must-read for those interested in the history of popular American brands. The author attributes their success to “cultural branding.” Harley-Davidson uses themes of freedom, liberty, and open roads to build its brand. Be sure to check it out!

Marketing 52

Marketing Social Media Advertising Case Study 52

Eptica

JUNE 20, 2018

Author: Pascal Gauvrit The internet is now the primary channel for most consumers when it comes to shopping, connecting with friends and families and communicating with brands. hours per day online , up from just 3 hours in 2009. This means that websites are now the primary way that consumers interact with brands.

Self Service 58

Self Service Customer Experience Knowledge Base Consumers 58

transcosmos Information Systems

JULY 6, 2017

Customer service defines a brand, as it can make or break your business. If you want to establish your brand as trustworthy and reliable, it’s important to provide exemplary customer support services. Power study , 67% of consumers have used a company’s social media platform for customer service. According to a J.D. 3. Xbox.

Social Media 78

Social Media Tools Examples Customer Service 78

C3Centricity

JULY 30, 2018

In C3Centricity we use the 4W Template to record and describe the customer personas of our clients’ brands. brand #marketing #packaging Click To Tweet. Think about the much-publicised Tropicana disaster back in 2009, or the Gap logo change. is to start and end every meeting by asking the “magic question.”

Strategy 120

Strategy Marketing How To Customer Centricity 120

ShepHyken

AUGUST 6, 2023

As a result, consumers carry higher expectations for customer service than ever before – and they will vote with their feet when these demands are not met. It involves nurturing positive relationships with customers to encourage repeat purchases, foster brand advocacy, and reduce customer churn. in 2022 and 5.4% in 2022 and 5.4%

Customer Service 62

Customer Service Tips e-support B2C 62

Maru Group

APRIL 8, 2020

A number of companies have faced struggles in effectively reducing the burden on workers and maintaining high levels of employee satisfaction as consumer demand for food forces employees to work harder and longer hours while risking their health. Actually succeeding in alleviating the strain on employees can be a differentiator.

Brands 52

Brands e-support Conference Measurement 52

Beyond Philosophy

MAY 5, 2016

The latest in the “Hoaxwagen” scandal reveals the price you pay for lying to consumers. Volkswagen AG will buy back almost half a million cars from consumers that bought their 2.0-liter This buyback agreement, described by Reuters as a framework deal, includes the Jetta Sedan, the Golf compact and the Audi A3 models sold since 2009.

Consulting 104

Consulting Conference Consumers Leadership 104

NetBase

JANUARY 7, 2020

Here’s how it looks and why every brand, including celebrity-backed concerns, will want to capture every bit of insight it offers. Social listening helps amplify any product’s messaging, but with celebrity items, brands are often able to create a purchase frenzy. Getting in on a trend before it’s ‘trendy’ is every brand’s dream.

Trends 73

Trends Consumers Sports Travel 73

BirdEye

OCTOBER 6, 2023

Your brand reputation management should be your #1 marketing priority. This constant threat to your brand’s name is known as reputational risk. Reputational risk is potential damage to an organization’s image caused by negative publicity, scandals, or crises that can impact revenue, brand value, and stakeholder loyalty.

Strategy 59

Strategy Social Media Airlines Software 59

CSM Magazine

DECEMBER 6, 2021

Retailers are already feeling the effects of pandemic-related seasonal headwinds, putting pressure on consumer confidence, full-time and temporary staff, and the supply chain. 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.

Tips 97

Tips e-support Customer Journeys Contact Center 97

Gainsight

NOVEMBER 1, 2022

When I wanted to scale my company in 2009, I was faced with the conundrum of choosing between hiring more people to onboard and service our accounts and risking future layoffs versus improving overall business efficiency. As a consumer, Peloton remains one of my favorite brands, even though the company has seen better days.

B2B 52

B2B B2C Software Customer Success 52

SurveySparrow

DECEMBER 11, 2020

You see, when you invest in advertising and show up in front of your customers during a crisis, they’ll remember your brand. During 2009’s recession, the tech giant didn’t stop advertising and continued innovating new products. This will create a positive, kind, empathic brand image in front of your customers.

Advertising 52

Advertising Strategy Chatbots Social Media 52

Qualtrics

JUNE 6, 2019

The best brands don’t just sell a product or service, they connect with their audience and create experiences that keep customers coming back for more. Brand experience (BX) is what drives target customers’ perceptions, emotions, and preferences, which influence their purchase and usage behavior.

Brands 33

Brands Leadership Consulting Advertising 33

ShepHyken

MAY 26, 2017

seconds in 2009! 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. Net Promoter Score (NPS).

Metrics 95

Metrics Net Promoter Score Effort Score Customer Satisfaction 95