ThriveableBiz

JANUARY 18, 2023

Four types of customers There’s an excellent 2009 Harvard University study by Professor John Quelch and Research Associate Katherine E. People are usually very willing to give you feedback, especially if you have an existing relationship - which is a whole other topic! Communicate, share tips.

How To 98

How To Tips Social Media Customer relationships 98

transcosmos Information Systems

JULY 6, 2017

In 2009 , a customer reached out because her favorite pair of shoes is no longer in stock. Obviously, these kinds of customer service cost Zappos, but it doesn’t compare to the positive feedback and life-long customers they’ve gained. It’s no wonder people stay loyal to their brand! 2. Starbucks. How will Starbucks address this?

Social Media 78

Social Media Tools Examples Customer Service 78

TechSee

DECEMBER 5, 2017

Using both conventional and emerging communication channels, Casengo integrates Facebook Messenger and WhatsApp into the customer service platform. Customers appreciate: The feeling that their feedback is important and acted upon. Customers appreciate: The feeling that their feedback is important and acted upon.

Contact Center 116

Contact Center Customer Satisfaction Self Service Technology 116

AWS Machine Learning

SEPTEMBER 6, 2023

According to Meta, the tuned versions use supervised fine-tuning (SFT) and reinforcement learning with human feedback (RLHF) to align to human preferences for helpfulness and safety. It shards parameters more uniformly and achieves optimized performance via communication and computation overlapping during training.

Training 124

Training Advertising Examples Data 124

Middlesex Consulting

DECEMBER 14, 2015

Does user “context” shed light on high cost installation types like cement plants for analytical equipment or heavy construction equipment for communications gear? But there is a much better way to establish targets – based on your customer’s feedback.

This Are repair costs decreasing? Operational Data

.

Analysis 60

Analysis Financial Call Center Loyalty 60

Middlesex Consulting

DECEMBER 14, 2015

Does user “context” shed light on high cost installation types like cement plants for analytical equipment or heavy construction equipment for communications gear? But there is a much better way to establish targets – based on your customer’s feedback. Are repair costs decreasing? Operational Data.

Analysis 60

Analysis Call Center Financial Loyalty 60

Clarabridge

JULY 18, 2018

In September 2009, Simon Sinek stood in the middle of a stage in a cozy theater in Puget Sound, Washington and delivered one of the most iconic TED talks to date. Although customer experience (CX) was a nascent space back in 2009, it is easy to extend his argument to the customer experience space today.

Effort Score 40

Effort Score Measurement Analysis Social Media 40

Second to None

MARCH 8, 2019

Similarly, a 2015 Glassdoor study found that firms ranked on their “Best Places to Work” list overshadowed the S&P 500 from 2009-2015 by as much as 123.3 There should be a flowing exchange of respect across all levels and departments to ensure proper treatment and consistent communication. 2] Employee Burnout.

Study 48

Study Financial Customer Centricity Employee Experience 48

Natalie Petouhof

JANUARY 29, 2016

Tweet I remember back in 2008-2009 being asked whether social / digital / communities had any business value. In wanting others to see what I saw, I started down the road of creating ROI models for digital / social / online communities. It was that there was a new level of open, honest, genuine and authentic communication.

ROI 40

ROI B2C Case Study B2B 40

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company. Seeking trustworthy feedback.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

West Monroe

NOVEMBER 29, 2021

American workers’ rates of daily stress, worry, sadness, and anger have been trending upward since 2009, according to Gallup. Data also helps leaders communicate changes by showing how a decision was reached. Asynchronous communication platforms to improve focus and work-life balance.

Net Promoter Score 52

Net Promoter Score Healthcare First Call Resolution Survey 52

Gainsight

OCTOBER 23, 2019

If I was to tell you in 2009 that in just a few years there would be a new category of software almost as prolific as CRMs, customer support, and project management software you wouldn’t have believed me. Communication/Customer Engagement. CSAT/Feedback/NPS. Sales tools like CRMs and customer communication.

Software 60

Software Customer Success Tools Customer Centricity 60

Customer Guru

FEBRUARY 23, 2018

This article is framed in a question-answer format; please feel free to share your feedback on the article too. When Zoona was first launched in Zambia in 2009, there was a post office and money transfer service called Swift Cash, but it used to have very long queues and high charges. Can you tell me what Zoona is?

Groups 112

Groups Marketing Customer Experience Financial 112

PeopleMetrics

MAY 22, 2015

It turned out the lack of communication was due to safety concerns. The client didn’t want to send too much communication to the Line Crew, to avoid potential accidents while team members worked on the tarmac. We recommended our client focus on a safe, formal process for communication between the two teams. And it worked.

Strategy 48

Strategy Customer Experience Case Study Employee Engagement 48

Stella Connect

JANUARY 25, 2018

You must continuously gauge customer sentiment to ensure you’re delivering exactly what customers expect, and you must actively manage front-line performance using that same feedback. This ensures optimal buy-in and reduces the likelihood that a specific communication. What is your brand’s customer service ideal?

Self Service 40

Self Service Trends Customer Service Contact Center 40

ClearAction

OCTOBER 1, 2018

This is after 10 years — since the 2009 economic downturn — when companies began investing heavily in CXM technologies and teams. The status quo manages CX programs and competencies as pillars or silos, with little or no connectivity, communication or synergies across the various CXM programs and departments.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Qualtrics

NOVEMBER 20, 2019

It also represents a 14% increase in online year-on-year sales, and a huge $150 billion more than was spent in 2009. Clearly communicate key dates and information. This simple set of actions provides meaningful communications that customers genuinely appreciate. Consumers choose to use digital for the convenience it offers.

eBook 20

eBook Social Media Sales Consumers 20

Service Untitled

OCTOBER 22, 2010

The company’s quality reputation dropped from 6th in 2009 to 21st in 2010. Companies need to fix the problem, fire suppliers, establish new procedures, hire new personnel, and communicate to the world that this will never happen again. If a product fails, use feedback to improve it. So what do these examples teach us?

Brands 43

Brands How To CRM Exercises 43

Service Untitled

OCTOBER 25, 2010

Now we have progressed to a Social Customer Relationship Management (Social CRM) which takes us from the original CRM and now adds new communication channels via the social web to concentrate on better customer relationships. Why not then use this popular line of communication to positively engage customers and build trust and brand loyalty?

CRM 44

CRM Social Media Customer Relationship Management Customer relationships 44

Service Untitled

MARCH 15, 2010

In 2009, JD Power & Associates, a global marketing information service which measures customer satisfaction based on millions of consumers annually, rated Jet Blue &# Highest in Customer Satisfaction&# among low-cost carriers in North America.

Airlines 41

Airlines Travel Customer Satisfaction Transportation 41

Answer Dash

JANUARY 9, 2019

I never had heard of Amazon until around the time I graduated college, and I became a customer in 2009 when I was living in Brooklyn, NY. I met a VP of Logistics who does ride-alongs with delivery drivers at 2 am, simply so he can get honest feedback of what life is like making deliveries, and how they can make the process better.

Trends 82

Trends Customer Experience Insurance Chatbots 82

Service Untitled

MARCH 31, 2010

Some hideous stories released told of a toll collector not wanting to make change for a $1.75 toll from a twenty-dollar bill and then throwing the change and telling the driver to get his change from the road and die, or another toll collector demanding a driver to submit to a strip search because she entered the wrong toll lane.

Transportation 41

Transportation Travel Customer Service Training Exercises 41

Service Untitled

MAY 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Use Glass Doors to Improve Accessibility Douglas May 15, 2009 Culture No Comments In my post on Wednesday , I touched on what I think is an important aspect of manager accessibility, a physically inviting workplace.

Exercises 40

Exercises Culture CRM Customer Service 40

CX University

OCTOBER 19, 2017

The liquid within lithium ion batteries is highly flammable, which explains other phone explosions and issues over time , including Nokia issues in 2009 and an iPhone giving someone third-degree burns in 2015. They haven’t developed systems to effectively get feedback from them, involve them in decisions, gauge their reactions, etc.

Customer Experience 66

Customer Experience Culture Metrics Airlines 66

Service Untitled

FEBRUARY 17, 2009

Douglas February 18, 2009 Behind the Scenes , Customer Service Experience 1 Comment I am a big advocate of making things simple and I’m a strong believer in the idea that simplicity leads to consistency. Home About Service Untitled Subscribe for Free Consulting Contact Archives Make it easy for everyone.

Customer Satisfaction 40

Customer Satisfaction Exercises Survey Software 40

Service Untitled

APRIL 2, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Track Contact Volume Douglas April 02, 2009 Behind the Scenes , Customer Service No Comments How carefully do you track contact volume? Service Untitled The blog about customer service and the customer service experience.

Metrics 40

Metrics Exercises CRM Resources 40

C Space

JULY 7, 2020

In a blog post last week, Facebook said this, plus earlier announced changes, such as its intention to label “newsworthy content” it would otherwise take down for violating its policies, was a “direct result of feedback from the civil rights community collected through our civil rights audit.”

Brands 52

Brands Policies Hospitality Advertising 52

Service Untitled

AUGUST 6, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Crazy Drive-through Experience Douglas August 07, 2009 Customer Service Experience , Specific Companies 1 Comment I went to the drive-through at McDonald’s not that long ago and had what had to be one of the most absurd customer service experiences I’ve ever had.

Exercises 40

Exercises CRM Customer Service Consulting 40

Grade.us

JUNE 2, 2020

Alternatively, you’re actively listening to unhappy customers so you can solve their problems, improve your own business, and illuminate a channel of open communicate. GatherUp has the standard ORM and CX features — request and respond to reviews, monitor listings, send and receive surveys, manage customer feedback and support, etc.

Software 47

Software Management Net Promoter Score Multi-Channel 47

Service Untitled

JUNE 22, 2009

Douglas June 22, 2009 Customer Service , Little Things, Big Differences 1 Comment In light of my recent post about my interesting experience at Blockbuster , I started thinking about situations in which employees of various companies might have an opportunity to either up or downsell you based on their own opinions and tastes.

Exercises 40

Exercises CRM Consulting Feedback 40

Service Untitled

JULY 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Improving a Department in 4 Steps Douglas July 15, 2009 Customer Service , Exercises/Resources 2 Comments Over the last week or so, I have been working with a company on improving the service experience within a small department of theirs.

Exercises 45

Exercises e-support Consulting Meeting 45

Service Untitled

JUNE 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. Call your competitors and test their service.

Exercises 40

Exercises Resources Call Center CRM 40

Service Untitled

SEPTEMBER 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Service Pet Peeves Douglas September 15, 2009 Angry Customers , Customer Service Experience 2 Comments I came across this post recently, which lists some of the more prominent customer service pet peeves submitted by the blog’s readers.

Customer Service 41

Customer Service Call Center Airlines Exercises 41

Service Untitled

SEPTEMBER 10, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Gratitude – A True Measure of Your Service Warmth Chip and John September 10, 2009 Customer Service Experience , Etiquette , Little Things, Big Differences , Specific Companies No Comments “Thank you” are the two most important words in the English language.

Measurement 41

Measurement Fashion Exercises Consulting 41

Service Untitled

APRIL 28, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Rewarding Volunteers Douglas April 28, 2009 Customer Service , Little Things, Big Differences No Comments More and more companies are encouraging conversations in company forums, on blogs, through Twitter, and on similar sites. They might take you up on it.)

Hotels 40

Hotels Exercises CRM Company 40

Grade.us

SEPTEMBER 17, 2019

This is twice as high as it was in 2009 when the industry's positive rating bottomed out at 24%. Please share your feedback with us? Share your feedback here: [ Review Funnel Link ]. Would you be willing to share your feedback either way? Share your feedback here: [ Review Funnel Link ] [ Your Signature ].

Automotive 34

Automotive Competitive Advantage Industry Survey 34

Service Untitled

NOVEMBER 6, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Escalations and You Douglas November 06, 2009 Behind the Scenes , Customer Service 1 Comment Many customer service managers (especially in small to mid-size businesses) spend quite a bit of time handling something I always refer to as “escalations&#.

Policies 40

Policies Exercises Travel CRM 40