CX Journey

JANUARY 11, 2018

Acquire New Customers by increasing exposure to your brand and engaging customers on any channel or device they are using, as 71% of consumers who have had a good social media service experience with a brand are likely to recommend it to others. Ford Blakely is the founder and CEO of Zingle.

Omni-Channel 145

Omni-Channel Communication Social Media Hotels 145

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. On average, the U.S. suffers more than 20 severe weather events per year that cause losses over $1 billion each, the National Oceanic and Atmospheric Administration (NOAA) reports.

Connections 62

Connections Self Service Poor Customer Service Virtual Agent 62

Win the Customer

NOVEMBER 14, 2016

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. It’s called social media for a reason, after all.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

C3Centricity

JULY 30, 2018

Think about the much-publicised Tropicana disaster back in 2009, or the Gap logo change. If you aren’t, whatever you try to hide will eventually be uncovered and then made public on social media, probably with an accusation of unethical behaviour. Be transparent, in your operations, your actions and your plans.

Strategy 189

Strategy Marketing How To Customer Centricity 189

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. photo credit: MoritzBarcelona.

Social Media 42

Social Media Trends Customer Experience Contact Center 42

ShepHyken

JULY 11, 2022

That includes reviews of your company’s products or services, customer interactions on social media, customer conversations with contact centers, and much more. In the last six months alone, one in ten workers said they had quit their jobs, resulting in the highest UK quit rate since 2009.

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

Alida

APRIL 5, 2017

From web traffic to social media, retail brands regularly squeeze out every bit of customer data possible. After receiving disappointing scores on its 2009 patient satisfaction index, the clinic brought on a team of experts to conduct a quantitative and qualitative study on patients’ expectations.

Retail 154

Retail Customer Base Strategy Rewards Programs 154

Totango

APRIL 7, 2021

In 2009, Apple debuted its “There’s an app for that” commercials – and started a worldwide phenomenon. There are apps for email, taking notes, tracking calendar events, posting to social media and so much more. The phrase spread like wildfire and has provided fodder for cheesy dad jokes to this day.

Social Media 118

Social Media Customer Success Tools Connections 118

ReviewTrackers

AUGUST 12, 2020

The sudden change to IHOB quickly gained attention thanks to social media, which made it a point of conversation at work, drive-time radio, and parties. Lucky fans found their name on the product and posted it on social media, today’s version of word-of-mouth marketing. The Growth of Twitter.

Examples 123

Examples Marketing Apparel Social Media 123

Storyminers

APRIL 6, 2020

Even though companies are usually taking a step back in times of crisis (for example, during the global economic recession of 2007-2009), this case is totally different. The media might be more inclined to show what a large corporation has done, but even if you are a start-up, with no marketing strategy or whatsoever, you can still help.

Brands 147

Brands How To Policies Course 147

C3Centricity

JULY 2, 2016

I like his idea because the relationships a brand builds with its customers have become vitally important in today’s world of social media. The campaign ran from 2006 to 2009 and was a hilarious success, positively impacting the Mac’s image. SOURCE: Apple.

Brands 240

Brands Marketing Advertising Measurement 240

Comm100

NOVEMBER 27, 2017

That’s what one of two rogue Domino’s employees said giggling back in 2009, on a YouTube video that described their tampering with food products. The incident made Domino’s one of the first companies to take a major hit thanks to social media. Have a social media response team. The Twitterpology. Download Now.

Social Media 381

Social Media Video Effort Score Advertising 381

Beyond Philosophy

JULY 26, 2017

In fact, the numbers show that since 2009, the rate of shrinkflation has been growing at a “staggering pace.” Customers worked out their feelings of disappointment on social media (as one does). Were all the products just in a cold pool? The Great Recession and Shrinkflation.

Social Media 120

Social Media Consulting Banking Customer Experience 120

Customer Bliss

NOVEMBER 15, 2016

My most recent book, “Energy Efficiency: Principles and Practices” was published in January 2009 and provides tools and strategies to offer energy efficiency programs. If you still don’t know how to use social media to work with customers, as a small example, you’re already behind.

Chief Customer Officer 0

Chief Customer Officer Industry Social Media Conference 0

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. In fact, a Marketing Land article found that people are growing more skeptical of businesses on social media.

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. In fact, a Marketing Land article found that people are growing more skeptical of businesses on social media.

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. In fact, a Marketing Land article found that people are growing more skeptical of businesses on social media.

Social Media 40

Social Media Brands Consumers Video 40

datastax

MARCH 26, 2019

When Facebook began growing rapidly, no database on the market could meet the social media juggernaut’s performance and scalability requirements. And in January 2009, Cassandra became an Apache Incubator project. Cassandra started at Facebook. In July 2008, Facebook released Cassandra as an open source project.

eBook 19

eBook Social Media User Experience Meeting 19

Optimove

OCTOBER 20, 2022

Social media remains one of the best ways to get your consumer feedback on products and services in real-time and build relationships. Use interactions to ask and know each person’s preferred channel within social media. 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

Comm100

FEBRUARY 19, 2014

Advances in technology over the years have added at least five additional channels to the list – email, web chat, SMS, phone apps and social media. Customer satisfaction with social media interactions is currently low as companies have yet to fully develop and integrate business practices for this channel.

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

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. Dave went on to write a book titled “United Breaks Guitars: The Power of One Voice in the Age of Social Media”. Caroll tried to get compensation for almost a year but United refused his claim.

Social Media 78

Social Media Airlines Customer Retention Customers 78

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. Make it easy by sharing a link to your Houzz profile via email, text, or social media. It is, at its core, a home improvement website, online community, and marketing tool.

Tips 96

Tips Social Media Resources Feedback 96

TechSee

DECEMBER 5, 2017

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Lithium is a privately held company headquartered in San Francisco, and was named a Leader in The Forrester Wave: Social Media Management Solutions, Q2 2017.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

Horizon CX

NOVEMBER 7, 2019

For all the good that has come from social media, some of it has degraded into a no-holds-barred inflaming finger-pointing interchange of bombastic and profane nonsense only meant to jack up people’s emotions to the level of inciting verbal terrorism. So why has this kind of language become so much more prevalent?

Social Media 113

Social Media Culture Retail Tips 113

Russel Lolacher

APRIL 10, 2017

I’ve heard a lot about how Twitter is dying as a social media platform lately. I remember in 2009, when I joined Twitter, it was a. No one is on Twitter. Sound familiar? Apparently no one is on it and we are wasting our time. The truth is, Twitter isn’t dead, it’s just changing.

Social Media 48

Social Media Customers Case Study Customer Care 48

ShepHyken

MAY 26, 2017

seconds in 2009! Bikash Mohanty is the Content and Social Media guy at CloudCherry. As much as success is about dreaming big, the path towards it is all about setting precise targets to hit or even surpass. Usain Bolt bettered his own 200 meters world record of 19.30 seconds in 2008 with a mind boggling 19.19 Forza Italia.

Metrics 94

Metrics Net Promoter Score Effort Score Customer Satisfaction 94

Service Untitled

MAY 21, 2012

The organization started in 1998, and by 2009 Amazon paid one-billion dollars for an online shoe store which amazingly continues to entertain and delight while increasing its visibility, excelling in connecting with customers, and selling more online merchandise than most other stores.

Customer Service 80

Customer Service Entertainment Comparison Social Media 80

Comm100

MARCH 27, 2023

I think anyone who has a social media account can build a Comm100 Chatbot.” Comm100 Headquartered: Vancouver, British Columbia, Canada Founded: 2009 Comm100 is a global provider of live chat and chatbot software used by schools like Thompson Rivers University, San Jose State University, McMaster University, and Montgomery College.

Chatbots 198

Chatbots Multi-Channel Knowledge Base Wait Times 198

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. Most people know Foursquare as a social media platform that lets users check in to locations and share their experiences with friends through photos, tips, and comments. So, what are you waiting for?

How To 98

How To Tips Social Media Analytics 98

ReviewTrackers

SEPTEMBER 12, 2018

The sudden change to IHOB quickly gained attention thanks to social media, which made it a point of conversation at work, drive-time radio, and parties. Lucky fans found their name on the product and posted it on social media, today’s version of word-of-mouth marketing. The Growth of Twitter.

Examples 73

Examples Marketing Apparel Social Media 73

Beyond Philosophy

SEPTEMBER 13, 2016

To summarize, stakeholders now expect more from social media, and are using it more, and more effectively, than ever before. Organizations will need to move past the fear of change and experimentation which social media represents to many C-suite executives. The fear, it must be acknowledged, is not baseless.

Social Media 60

Social Media Multi-Channel B2C Wireless 60

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. In the age of digital marketing, you can use simple and inexpensive tools like social media to stay in touch with customers and grow your relationship with practical content.

How To 98

How To Tips Social Media Customer relationships 98

Bill Quiseng

MAY 8, 2017

Social media accounts might be inaccurate or outdated. In 2006 and in 2009, John was awarded the Technology Executive of the Year, and the Titan of Technology awards by the CTA. While the Internet makes it easy to link up with others, it’s important to ensure connections are managed properly.

CRM 83

CRM Customer Relationship Management Customer relationships Social Media 83

ClearAction

FEBRUARY 7, 2016

Customer Experience Management Using Social Media BKM: Wells Fargo. Customer Experience Social Media Conversations BKM: Dell. 1 2009 Customer Experience Maturity Monitor, Peppers & Rogers Group. 2 2009 Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand, Aberdeen Group.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement CEM 48

Eptica

JUNE 20, 2018

hours per day online , up from just 3 hours in 2009. Make it simple for consumers to rate answers, and further increase efficiency by using the same knowledge base across multiple channels, such as email, social media and the telephone, as well as the web. hours per day online , up from just 3 hours in 2009.

Self Service 58

Self Service Customer Experience Knowledge Base Consumers 58

BirdEye

OCTOBER 6, 2023

Inappropriate or damaging social media use Social media marketing is an art. Inappropriate social media content will damage your brand and your social media reputation. Dissatisfied customers frequently take to online review sites and social media.

Strategy 59

Strategy Social Media Airlines Software 59

Forrester's Customer Insights

APRIL 11, 2019

The premise is simple: Post a photo of yourself in 2009 and a photo of yourself in 2019 to highlight certain changes that may have taken place in that time. Besides the security concerns of social media sites potentially mining […]. At the start of the new year, a meme called the 10-Year Challenge went viral.

Social Media 37

Social Media 37