C3Centricity

AUGUST 17, 2020

This is no longer possible as customers are sharing their experiences of companies and brands far more than just six months ago. Walker forecast that by 2020, customer experience will overtake price and product as the key brand differentiator. 94% of consumers say they are more likely to be loyal to a brand that offers transparency.

Strategy 296

Strategy Customer Centricity Social Media Analysis 296

ijgolding

JUNE 14, 2017

The Shop Direct Board of Directors with the stiletto shoe at the launch of ‘Feet in the Street’ in 2010. In 2010, two of my amazing colleagues came up with a communication campaign that we ended up calling ‘Feet in the Street’. The Shop Direct Board of Directors with the stiletto shoe at the launch of ‘Feet in the Street’ in 2010.

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

BlueOcean

MAY 18, 2022

Amy joined the Blue Ocean team as Communications Manager in 2010, bringing with her a wealth of experience in marketing, advertising, communication, and public relations. She has been instrumental in establishing the Blue Ocean brand voice, leading internal communications, partnering with the HR team, and managing the Blue Ocean sales team.

Sales 156

Sales Marketing Advertising Customer Care 156

NICE inContact

JANUARY 31, 2018

On its way to becoming an international powerhouse in business processing (BPO) and customer experience outsourcing, Webhelp partnered with NICE inContact back in 2010. Now with 35,000 people around the world, Webhelp is a global leader in BPO and customer experience, its capabilities extending across voice, social and digital channels.

Omni-Channel 138

Omni-Channel Contact Center Analytics Consumers 138

Alida

NOVEMBER 10, 2016

The growing list of companies that use NPS includes global brands like Apple, the BBC and American Express. NPS also differs from customer effort score (CES), a metric introduced by a group of Corporate Executive Board researchers in 2010. Your NPS data can be skewed by a single interaction a customer had with your brand.

Net Promoter Score 208

Net Promoter Score NPS Effort Score How To 208

Conversocial

JUNE 18, 2021

Since the mid 1990s the total number of brick and mortar branches in the UK has fallen by 28% and it’s a similar story in the US, with 12,000 closing between 2010 - 2019. Modern banking is a very different beast to what was the norm 15-20 years ago.

Financial 98

Financial Banking Customer Engagement Engagement 98

NetBase

FEBRUARY 14, 2020

These winning brands demonstrate the power of capturing niche crowds and turning negative energy into positive PR. So, while many brands create touching gift idea and experiences for lovebirds, a few have gone in the opposite direction, geared toward capturing the jaded among us. It’s “ladies celebrating ladies.”

Brands 78

Brands Social Media Course Consumers 78

ijgolding

DECEMBER 9, 2014

John Lewis being recognised as one of the UKs most trusted brands is one. A few years ago (I think it was 2010), I purchased a pair of Converse trainers from online retailer JD Williams. When it comes to the world of Customer Experience, there are also a number of certainties that can be counted on.

Hotels 212

Hotels Customer Retention Retail Communication 212

Second to None

MARCH 22, 2019

Gen Zers, those born roughly from 1995-2010, are beginning to trickle into the workforce and become routine contributors in the economy. 1] That being said, you must allocate efforts towards creating a positive reputation of your brand online. 4] Due to this shift, younger people are connecting with brands in unique ways.

Connections 75

Connections Brands Social Media Loyalty Programs 75

GetFeedback

DECEMBER 27, 2018

According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from. Make sure it’s on brand, easy to read, and appealing to your target audience. From 2010 to 2015, email opens on mobile grew 30% , leaving desktop and webmail clients in the dust.

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

CloudCherry

AUGUST 26, 2019

A separate research report by CustomerThink revealed that 74% of organizations with CX initiatives believe customer experience will overtake price and product as the key brand differentiator by 2020. From 2010 to 2015, CX leaders had a compound annual growth rate (CAGR) that was 14 percentage points higher than laggards ( Forrester ).

B2B 199

B2B Conference Metrics B2C 199

Customers Rock!

OCTOBER 4, 2010

Fast forward two years to 2010. In my role as Community Manager at Verizon (where I am a contractor), I am speaking on how to use a branded community to engage customers and move from customer support to customer relationships. , Tony Hsieh (CEO of Zappos), Brian Solis (author of Engage!), and Toby Bloomberg (Diva Marketing Blog).

Social Media 146

Social Media Conference Hotels Loyalty 146

C3Centricity

DECEMBER 3, 2018

By 2020, customer experience will overtake price and product as the key brand differentiator. MARKETING IS TOO BUSY BUILDING BRANDS. This might explain why they are still putting their efforts into brand building, sometimes to the detriment of their customers, consumers and clients. (Source: CEI Survey). Source: Bain & Co).

Strategy 218

Strategy Poor Customer Service Social Media Analysis 218

Brandwatch CX

JANUARY 7, 2019

Instagram launched on October 6, 2010. The first ever photo was posted by Kevin Systrom (@kevin) on Jul 16, 2010 (above). Instagram introduced advertising for select brands in October 2013 , but didn’t open up advertising for all until September 2015. of brands are on Instagram. 96% of US fashion brands are on Instagram.

Social Media 112

Social Media Advertising Fashion Video 112

C3Centricity

NOVEMBER 15, 2015

And websites and Fan pages now make it a necessary skill for brands too. Brand stories are perhaps one of the easiest ways to resonate with customers. It inspired me to review the five “clues” Stanton talked about and then to apply them to brands. These five essential elements of remarkable brand stories are the result.

e-support 120

e-support Brands Connections Infographics 120

ijgolding

FEBRUARY 26, 2019

It’s remarkable how many great brands do a fabulous job in other areas of the customer’s experience, but have a huge blind spot when it comes to the way they collect and manage customer feedback. It does need fresh thinking and it does need courage not to copy the big brands we usually admire, but who in this area get it so badly wrong.

Feedback 214

Feedback Financial Company Customer Journeys 214

ClearAction

DECEMBER 14, 2017

Customer Centric Internal Branding Lynn Hunsaker. Customer centric internal branding revolves around customer well-being. Living the brand promise is another way of describing customer centric internal branding. We Live the Brand. This is just one aspect of Kaiser’s initiative to truly live their brand promise.

Customer Centricity 59

Customer Centricity Brands Advertising ROI 59

Storyminers

JULY 2, 2020

But I’ll make sure that information about me and my content is readily available and that it’s on-brand for me and for the show organizer or for my corporate client. My first international assignment in 2010 led to dozens of other overseas assignments. What might a journey map for a keynote speech attendee look like? Helping save a $1.1

Customer Journeys 246

Customer Journeys CRM Retail Video 246

AskNicely

AUGUST 17, 2018

As a brand, Amazon strives to give an experience that is a solid example of customer-obsessed culture from the top down. This creates an emotional bond between the customer and your brand. In his 2016 letter to shareholders , Amazon CEO Jeff Bezos wrote,“There are many advantages to a customer-centric approach.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Throughout his career, he has assisted many Fortune 500 and global brands to improve their customer-facing organizations. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

NICE inContact

SEPTEMBER 11, 2018

Founded in 2010, as TechStyle Fashion Group expanded and added new brands to its portfolio, customer service infrastructures were siloed – no overarching system supported synergy between brands. Agents were empowered to provide more engaging personalized experiences with additional brand-relationship context.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

Second to None

MARCH 22, 2019

Gen Zers, those born roughly from 1995-2010, are beginning to trickle into the workforce and become routine contributors in the economy. 1] That being said, you must allocate efforts towards creating a positive reputation of your brand online. 4] Due to this shift, younger people are connecting with brands in different ways.

Connections 63

Connections Brands Social Media Voice of Customer 63

NetBase

JANUARY 28, 2020

Combining NetBase’s and Quid’s contextual AI and breadth of data sources will give us unparalleled visibility into any landscape analysis, including our clients’ brand coverage, the industries they serve, and new areas of opportunity for our clients and their customers” said Brian Mossop, Senior Vice President, FleishmanHillard. ABOUT QUID.

Social Media 124

Social Media Airlines Analytics Leadership 124

AskNicely

FEBRUARY 12, 2018

Instead, I got a 2010 Honda Civic. After he opened up his “brand” to real-time feedback, the way he engaged with his customers changed. He started to understand how customers felt about his “brand.”. By listening to real-time feedback he was able to own the “Chris-ness” of his brand. I was hoping for an escalade.

Net Promoter Score 150

Net Promoter Score Feedback Brands Course 150

Comm100

MAY 11, 2020

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Customers are digital-first and expect brands to be too. To cater to this, brands have to offer a range of digital channels to these customers, including live chat, email, social media and SMS. Others even further back in 2003. The wrap-up.

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

GetFeedback

JULY 25, 2018

The term, coined by economists, describes a current trend impacting switching brands because of dissatisfaction with their experience. trillion in revenue is up for grabs as “always on” consumers look for brands mastering CX via various channels and touchpoints. Why Consumers Are Bailing on Brands.

Omni-Channel 150

Omni-Channel Net Promoter Score e-support Touchpoint 150

Kayako

JUNE 16, 2022

The Corporate Executive Board’s Customer Contact Council (CCC) surveyed 75,000 B2C and B2B customers over three years and published their research in 2010. Their research showed that customer loyalty is correlated with brand attachment and overall experience with a product or service.

Effort Score 156

Effort Score Measurement Net Promoter Score Self Service 156

Storyminers

JANUARY 2, 2018

REV, started in 2010 , creates value for its clients, employment for its staff, and profit for its shareholders. The new service is operated under a separate brand called Temi. Whether the new brand makes it or not, they’ll have productivity-enhancing tools they can use to improve the profitability of their current Cash Cow.

Transportation 145

Transportation Strategy Tools Consulting 145

ijgolding

MARCH 20, 2017

In the mid noughties, a very small number of employees interacted with our brands and were rarely actively encouraged to either say what they thought about the customer experience, or speak up about how things could be improved. By 2010, Customer First Aid had even received national recognition in the form of a UK Customer Experience Award.

Engagement 164

Engagement Customer Experience Customer Centricity Tips 164

Forrester's Customer Insights

APRIL 9, 2018

In 2010, Apple ranked as the 17th most valuable brand in the world. Since 2010, Apple’s brand value has increased at a compound annual growth rate of 36%, while the entire “brandscape” has grown […]. Do you want to be like Apple? Just three years later, it had garnered the top spot and has remained there.

Brands 39

Brands Brand Values Advertising B2C 39

Second to None

SEPTEMBER 25, 2018

Any brand that hopes to connect with consumers is must reckon with the powerful nature of public scrutiny in the digital age. As a society, there are now elevated expectations for brands that we spend our money on due to the proliferate expansion of available options across industries.

Consumers 109

Consumers Brands Social Media Voice of Customer 109

NICE inContact

NOVEMBER 26, 2018

Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations. I’m old enough to remember all the hype and hyperbole that all contact centers would be offshore by 2010. Fast forward to today and the outsourcing pendulum has settled in a much more balanced place.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

Brandwatch CX

FEBRUARY 23, 2024

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. They have high volumes of online conversation about them, a dedicated social media team to keep an eye on it, and lots of data to find insights.

B2B 59

B2B Brands Social Media Wireless 59

Vonage

MARCH 2, 2017

Now that social media has given consumers a public and increasingly powerful voice, brands are paying a hefty price. As the buying power of Generation Y increases, brands will have to think carefully about whether they can afford to ignore it any longer. Customer satisfaction in the UK is at its lowest level since July 2010.

Customer Service 120

Customer Service Social Media Poor Customer Service Customer Satisfaction 120

Comm100

MAY 11, 2020

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Customers are digital-first and expect brands to be too . To cater to this, brands have to offer a range of digital channels to these customers, including live chat, email, social media and SMS. Others even further back in 2003. The wrap-up .

Omni-Channel 130

Omni-Channel Multi-Channel Knowledge Base Chatbots 130

ReviewTrackers

APRIL 18, 2022

In the context of review generation and reputation management, “review-gating” allows companies to ask the right customers and potential brand promoters for reviews, while isolating those that require follow-up due to their concerns with the customer experience. In fact, since 2010, the average review has gotten 12 percent more positive.

Policies 132

Policies Guidelines Hotels Social Media 132

Vonage

FEBRUARY 28, 2017

Nearly half of the companies that were at the top of the Fortune 500 in 2000 were no longer there in 2010, research showed. To use just one example: Social media is constantly evolving and the way customers might interact with your brand is evolving too. Customers don’t see departments; they see a brand.

Omni-Channel 120

Omni-Channel How To Social Media Culture 120