InMoment XI

JULY 15, 2009

On Tuesday, July 14, 2009, Allegiance, Inc. This acquisition accelerates Allegiance’s leadership position in the Enterprise Feedback Management (EFM) space, and its focus on building next generation voice-of-the-customer (VOC) and voice-of-the-employee (VOE) feedback systems to increase loyalty and. View Article

Leadership 150

Leadership Innovation Loyalty Feedback 150

Customers Rock!

APRIL 14, 2010

We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. Recently on Customers Rock! Radio , I had the opportunity to have a conversation with Richard Owen, CEO of Satmetrix.

Social Media 154

Social Media Case Study Financial Banking 154

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. In those, customers give feedback, and Sprint responds to the feedback. He was careful not to over-survey, however — focusing more on the ability to respond to the feedback.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Interactions

JANUARY 21, 2025

power outages since 2000 have been due to extreme weather; heat season outages alone have increased by 60% since 2009, according to Climate Central. Customers today are barraged with surveys after every interaction with a business, so you cant always count on getting their feedback in a timely fashion. On average, the U.S.

Connections 62

Connections Self Service Poor Customer Service Virtual Agent 62

Customer Bliss

AUGUST 2, 2016

Here’s a humorous irony: when Jeb started doing this work, Oracle was using one of the “worst” (his words) survey tools imaginable to collect customer feedback. Essentially, they asked customers questions — and then had very little idea where the feedback was going or if it was benefiting product enhancement.

Chief Customer Officer 100

Chief Customer Officer Customer Experience Feedback Leadership 100

ShepHyken

SEPTEMBER 29, 2023

In their 2009 meta-analysis presented by Gallup, Harter et al. Empowered employees feel a greater sense of responsibility and are better equipped to address unique customer needs effectively. #4 Collect and Act on Feedback Regularly gather feedback from both employees and customers to identify areas for improvement.

Employee Engagement 145

Employee Engagement Engagement Strategy Effort Score 145

Comm100

MARCH 27, 2023

Collect student feedback Collecting student feedback is an important way that schools understand student needs and how they can improve. A task bot can be used to gather student feedback in a chat format that is much more engaging for students than completing surveys and forms.

Chatbots 228

Chatbots Multi-Channel Knowledge Base Wait Times 228

CSM Magazine

DECEMBER 10, 2024

Army Intelligence Analysis unit in 2009. Paul and the team at Aampe are shaping the future of agentic infrastructure for user journey personalization,with excellent feedback and adoption from their early customers.” Agentic AI provides the opportunity to break through.

Entertainment 52

Entertainment Consumers Sports User Experience 52

Comm100

FEBRUARY 1, 2023

out of 5 CSAT score, and positive feedback from live chat engagements that feel personal and genuine. By delivering fast and convenient support, Cambrian College has boosted enrollment and is looking to expand live chat across other departments. Cambrian College now enjoys an impressive 4.5

Effort Score 189

Effort Score Wait Times Video Communication 189

BirdEye

MAY 4, 2023

The company itself is based out of Palo Alto, California, and was founded by Adi Tatarko and Alon Cohen back in 2009. Customers feel appreciated when you respond to their feedback. This will drive more traffic to your profile and encourage customers to leave their honest feedback. Sitejabber says Houzz has a 4.75-star

Tips 96

Tips Social Media Resources Feedback 96

Optimove

OCTOBER 20, 2022

Critical to a VOC program is capturing feedback from the right people, at the right time, through the right channel. Social media remains one of the best ways to get your consumer feedback on products and services in real-time and build relationships. The Great Recession of 2007-2009 was spurred by the housing bubble in the U.S.

Customer relationships 98

Customer relationships Consumers Marketing Social Media 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

ReviewTrackers

AUGUST 12, 2020

Foursquare’s early success was attributed to convention attendees in 2009. However, it’s difficult to track and respond to critical feedback across different channels. Foursquare Uses SXSW To Its Advantage. Twitter wasn’t the only company to use SXSW as a way to get users.

Examples 123

Examples Marketing Apparel Social Media 123

Customer Bliss

JANUARY 24, 2017

From his LinkedIn: Scott Bajtos joined VMware in 2009 and oversees the company’s global services team, which includes education, technical support, professional services support and customer advocacy to ensure a best in class pre and post sales experience for customers and partners. Obviously you want a focus in both areas.). About Scott.

Loyalty 100

Loyalty Leadership System Engagement 100

Customer Guru

MAY 22, 2018

It must also be understood that when employees provide feedback, they expect remedial action on their grievances. Apart from this, simple actions by leaders such as giving constructive feedback, discussing career goals and aspirations, and simply showing warmth and care go a long way in keeping employees motivated and engaged.

Employee Engagement 96

Employee Engagement Engagement NPS Survey 96

TechSee

DECEMBER 5, 2017

Founded in 2000 and headquartered in Norway, Questback Customer Touchpoint provides enterprises with a comprehensive view by automatically collecting process-driven customer feedback at key customer interaction points across multiple channels. Customers appreciate: The feeling that their feedback is important and acted upon.

Contact Center 116

Contact Center Customer Satisfaction Self Service Technology 116

Happy or Not

MARCH 18, 2022

And if not by name alone, by having seen, and, undoubtedly, leaving feedback via our Smiley-faced feedback terminals used by thousands of businesses worldwide. . billion feedback responses for our customers to date. Finland’s spot comes as no surprise, as our data on customer feedback shows high levels of customer satisfaction.

Policies 69

Policies Customer Satisfaction Feedback Touchpoint 69

Comm100

NOVEMBER 13, 2022

Engagement in these spaces can help to shift public perception, so thanking customers for their feedback and responding to issues is important. Top priorities in active listening are paying attention, providing feedback during the conversation, and showing engagement in what the speaker is saying. Founded: 2009.

Tools 242

Tools Customer Service Tips Omni-Channel 242

Retently

JULY 28, 2023

According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO. Besides motivating frontline employees, though, a CXO is also responsible for having a system in place (like eNPS ) to acquire feedback from them regarding how happy they are working at the respective company.

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center Metrics 122

CSM Magazine

NOVEMBER 21, 2019

Way back in 2009, United Airlines baggage handlers broke Dave Caroll’s $3500 guitar during a flight from Halifax to Omaha. They look beyond their defence mechanisms when criticized and welcome negative feedback as opportunities to enter into a dialogue with the market.

Social Media 78

Social Media Airlines Customer Retention Customers 78

Centercode

MARCH 27, 2019

The company is a long-time believer in the value of both dogfooding and beta feedback initiatives. Even Gmail, Google Calendar, and Google Docs stayed “in beta” for a full five years (and gained 100 million users) before they removed the “beta” label in 2009. Ongoing Updates.

User Experience 75

User Experience Industry Feedback Course 75

Beyond Philosophy

JULY 16, 2019

One of the things that we do for clients in our global Customer Experience consultancy is what we call a Customer Mirror , which is where we have your experience as if we were a customer and then give you feedback on it. New York: Penguin Books, 2009. 9 July 2019. < < [link] > Thaler, Richard H., and Cass R Sunstein.

Insurance 126

Insurance Customer Journeys Comparison Consulting 126

Retently

MARCH 23, 2023

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. Since 2009, CIGNA has been monitored by relevant authority institutions. That’s the case with CIGNA, a health and life insurance company with a score of -1.

Net Promoter Score 97

Net Promoter Score Company NPS Effort Score 97

BirdEye

OCTOBER 12, 2022

Since its launch in 2009, Foursquare has become a go-to app for users looking to connect with friends and explore new places. This feedback can help your business attract new customers and spot potential issues with your products and services. Foursquare is an incredibly useful tool for your business. So, what are you waiting for?

How To 98

How To Tips Social Media Analytics 98

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! Jozc on How to Market in a Downturn.

How To 98

How To Tips Social Media Customer relationships 98

Win the Customer

DECEMBER 15, 2015

Although many organizations affirm to having a focus on developing customer experience and investing in customer service, Bain research from 2005-2009 showed that only 1 in 9 organization actually excelled in all of the critical categories related to customer relations. Are You Experienced Enough in Customer Experience?

Infographics 52

Infographics Net Promoter Score Customer Experience NPS 52

ClearAction

FEBRUARY 7, 2016

70% of best-in-class adopters of customer experience management use customer feedback to influence strategic decisions, compared to half of industry-average organizations and 29% of laggards.(2). Customer Survey Actions & Feedback to Customers BKM: Boeing, Motorola, Symantec. Customer Centricity.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement CEM 48

Middlesex Consulting

DECEMBER 14, 2015

Some are based on “industry best practice”, some are based on feedback from a small number of important customers, and some were established in the early days of your organization’s history and never updated. But there is a much better way to establish targets – based on your customer’s feedback.

This

Analysis 60

Analysis Financial Call Center Loyalty 60

Middlesex Consulting

DECEMBER 14, 2015

Some are based on “industry best practice”, some are based on feedback from a small number of important customers, and some were established in the early days of your organization’s history and never updated. But there is a much better way to establish targets – based on your customer’s feedback.

Analysis 60

Analysis Call Center Financial Loyalty 60

Education Services Group

FEBRUARY 3, 2021

Through a combination of customer community, knowledge base, and product feedback features, inSided enables customer engagement, self-service support, discussion, and idea generation. Founded in 2009, inSided is headquartered in Amsterdam with an office in New York.

Customer Success 52

Customer Success Self Service Knowledge Base Consulting 52

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

Retently

OCTOBER 19, 2018

According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO. Besides just motivating frontline employees, though, a CCO is also responsible for having a system in place (like eNPS ) to acquire feedback from them regarding how happy they are working at the respective company.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Call Center Metrics 80

ReviewTrackers

APRIL 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. at the Cleveland Clinic from July 2007 to July 2009, according to Managed Healthcare Executive. Reviews Hint at Illegal Practices. The Chief Experience Officer: An Important Role in Healthcare.

Insurance 50

Insurance Healthcare Hotels Hospitality 50

Amity

FEBRUARY 8, 2018

Co-founded by Canadian entrepreneur Garrett Camp in 2009, Uber is evolving the way the world moves. Along with being responsible for the relationships they build with restaurant partners, my team have high input into feedback to product and engineering teams, and are often the first to catch issues and escalate them.

Customer Success 71

Customer Success Metrics Customers Feedback 71

ReviewTrackers

SEPTEMBER 12, 2018

Foursquare’s early success was attributed to convention attendees in 2009. However, it’s difficult to track and respond to critical feedback across different channels. Foursquare Uses SXSW To Its Advantage. Twitter wasn’t the only company to use SXSW as a way to get users.

Examples 73

Examples Marketing Apparel Social Media 73

Esteban Kolsky

APRIL 22, 2015

The year was 2009 – eons ago in today’s fast paced world. If everyone shared a vivid view of the target customers and had visibility into customer feedback, then there would be less disagreement about what to do for them.

Analytics 60

Analytics CRM Loyalty Resources 60

Lithium

JULY 27, 2022

uCern was started in 2009 on the Jiva platform, and at that time we let anyone create a group. We are currently looking at archiving more inactive groups and realigning our community structure based on feedback we have received. Not a good idea. I would NEVER recommend this for a community. So how do we manage this many groups?

Groups 52

Groups Exercises Video Management 52