QuestionPro Audience

MARCH 23, 2018

Core big domestic beer brands like Budweiser, Miller, and Coors were down 3% in 2017, and have been declining every year since 2011. Domestic beer brand sales have been declining since 2011, which is when craft beer sales grew by an unprecedented 17.9%. Millennials are saying sayonara to the big beer industry. CRAFTY BEER.

Industry 231

Industry Study Innovation Report 231

Michelli Experience

MARCH 15, 2017

My water fascination dates back to at least 2011 when I wrote the following…. So, that was what I wrote in 2011 and we all know iPods gave way to streaming audio and smartphones, but how has bottled water done? Not just any water…A very special water – the kind you find in a bottle. bottled water is truly a phenomenon of our time.

Trends 230

Trends Brands Sales Course 230

Experience Matters

DECEMBER 18, 2014

After Jeanne Bliss, my wife Karen, and I launched the CXPA in April 2011, it’s amazing to see how much the association has blossomed in less than four years! Next year should be even more exciting as the CXPA plans to enhance many of its offerings and introduce some new things such as our UK Insight Exchange and Mentoring Program.

Customer Experience Professionals 265

Customer Experience Professionals Tools Groups Customer Experience 265

CloudCherry

SEPTEMBER 1, 2019

His first book, The Challenger Sale: Taking Control of the Customer Conversation (Penguin, November 2011), was a #1 Amazon and Wall Street Journal bestseller and has sold more than half a million copies worldwide.

Conference 244

Conference Study Sales Leadership 244

InMoment XI

JANUARY 13, 2012

Well 2011 is behind us. Was it a good year? Was it a bad year? Depends on the brand you represent. Here’s a little different way of looking at the numbers that could affect your strategy for 2012.

Marketing 150

Marketing Strategy Brands 150

InMoment XI

APRIL 12, 2017

In a 2011 article in Fast Company, author Brian Solis wrote: “It’s not just about communicating with customers, it’s about showing. View Article.

Engagement 150

Engagement Customer Centricity Communication Customers 150

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

QuestionPro Audience

MARCH 23, 2018

Core big domestic beer brands like Budweiser, Miller, and Coors were down 3% in 2017, and have been declining every year since 2011. Domestic beer brand sales have been declining since 2011, which is when craft beer sales grew by an unprecedented 17.9%. Millennials are saying sayonara to the big beer industry. CRAFTY BEER.

Industry 150

Industry Study Innovation Report 150

QuestionPro Audience

MAY 31, 2018

According to Visual Capitalist, “In 2011 the average 18 to 24-year-old watched around 25 hours of traditional television per week.” While older millennials make up the biggest chunk of Facebook’s users, Gen Zers prefer Snapchat and Instagram. CABLE TELEVISION. Members of Gen Z don’t watch television. Today, that number is cut in half.

Industry 199

Industry Social Media Study Trends 199

CX Journey

MAY 4, 2017

Back in 2011, I started blogging at CX Journey when I was between gigs. Today is my Day One. I wanted to build my personal brand, and I felt like I had a lot in my head to share with others after (at that time) a 20-year career in this CX space. Those first months of writing were pretty interesting.

Customer Journeys 171

Customer Journeys Travel Customer Experience Professionals Strategy 171

Steve DiGioia

NOVEMBER 7, 2016

According to an American Express 2011 Survey, 3 in 5 Americans (59%) would try a new brand or company for a better service experience. “They’re too demanding; always have something negative to say and they look for discounts”. Well, have you ever tried to be your own customer?

Measurement 230

Measurement Customer Centricity Customers Retail 230

InMoment XI

JANUARY 23, 2013

He joined the team in May of 2011 as a client's support representative. He oversees HireVue's 24/7 support operations, the Voice of the Customer program, and also serves as a hub between products and customers. He pioneered HireVue's customer success program. Jacob Bauer is currently the VOC and customer success analyst at HireVue.

Customer Success 150

Customer Success Data Management Company 150

InMoment XI

JANUARY 23, 2013

He joined the team in May of 2011 as a client's support representative. He oversees HireVue's 24/7 support operations, the Voice of the Customer program, and also serves as a hub between products and customers. He pioneered HireVue's customer success program. Jacob Bauer is currently the VOC and customer success analyst at HireVue.

Customer Success 150

Customer Success Data Management Company 150

InMoment XI

JANUARY 23, 2013

He joined the team in May of 2011 as a client's support representative. He oversees HireVue's 24/7 support operations, the Voice of the Customer program, and also serves as a hub between products and customers. He pioneered HireVue's customer success program. Jacob Bauer is currently the VOC and customer success analyst at HireVue.

Customer Success 150

Customer Success Data Management Company 150

QuestionPro Audience

AUGUST 14, 2018

billion in 206 deals between 2011 and 2017. AI technologies are being used to help streamline administrative and health care processes. According to venture capital firm Rock Health , 121 health AI and machine learning companies raised $2.7 YEAR OF AI.

Healthcare 186

Healthcare Insurance Hospitality Technology 186

NICE inContact

JUNE 20, 2018

In fact, Hoveround, a NICE inContact customer since 2011, was one of the first companies to use CXone Personal Connection, a patented proactive outbound dialer that generates more revenue and fewer hang-ups.

Customer Service 167

Customer Service Contact Center CRM Connections 167

QuestionPro Audience

JULY 6, 2018

According to Petplan, an insurance company for pets, pet parents spent $62 million in 2011 on plastic surgery for their pets. Now consumers have moved beyond organic pet food and dog walkers and into the cosmetic space. PLASTIC SURGERY.

Hotels 34

Hotels Insurance Innovation Industry 34

Experience Matters

SEPTEMBER 21, 2016

During a period between 2011 and 2015, it is estimated that there were as many as 1.5 In case you missed this in the news, Wells Fargo is under investigation for opening fraudulent accounts for its customers. million deposit accounts and more than half a million credit card accounts opened inappropriately on behalf of customers.

Leadership 120

Leadership Culture Customers Customer Centricity 120

ijgolding

JANUARY 14, 2019

In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. However, I do want to draw your attention to the second paragraph in the Wikipedia definition.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

Experience Matters

MARCH 18, 2015

In 2011, it was the lowest-rated wireless carrier, with a score of 29%, in 2012 it increased its score to 59%, and then to 61% in 2013, 64% in 2014, and then this year, it became the top-rated wireless carrier, with 67%. Virgin Mobile has been steadily improving its ratings over the past five years. points below the effort average, and 5.5

Wireless 120

Wireless Effort Score Customer Experience Industry 120

Experience Matters

MARCH 12, 2015

TriCare and Kaiser Permanente have been jockeying for the highest score since the Ratings began in 2011, with TriCare earning the top spot in 2011, 2013, and 2015, while Kaiser Permanente came in first in 2012 and 2014. Kaiser Permanente came in second with a rating of 66% and an overall ranking of 136 th.

Effort Score 120

Effort Score Customer Experience Healthcare Industry 120

eglobalis

AUGUST 13, 2024

Tim Cook, who succeeded Steve Jobs as CEO in 2011, currently leads Apple. Apple’s Services division, which includes the App Store, Apple Music, iCloud, and AppleCare, has also seen substantial growth, reflecting the company’s strategic shift towards a more services-oriented business model.

e-support 445

e-support Innovation Customer Centricity Loyalty 445

Experience Matters

DECEMBER 22, 2015

Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. Now the question becomes what should Wells Fargo do next?

Banking 141

Banking Financial Consulting Sales 141

Kristina Evey

NOVEMBER 13, 2014

– American Express, 2011. A 2% increase in customer retention has as much of an impact on your bottom line as cutting costs by 10%. Almost 9 out of 10 consumers say they’d pay more to ensure a superior customer experience. Some studies suggest that they’d pay up to 24% more for that superior experience.

Customer Service 159

Customer Service Poor Customer Service Customer Service Training Customers 159

CX Accelerator

FEBRUARY 6, 2019

For those not familiar, the idea of "Next Issue Avoidance" was introduced as part of "The Effortless Experience " in 2011. It was "Next Issue Avoidance" and how support leaders are bringing this critical concept to life. It means resolving the customer's implicit issue(s) as well as their explicit issue(s).

Contact Center 206

Contact Center B2C Ecommerce Knowledge Base 206

Experience Investigators by 360Connext

MARCH 30, 2021

In 2011, Tumblr began displaying messages like this one with their servers went down. So why not embrace the fact that we’re all in this together and you don’t have to ruin somebody’s day? Tumblr let people know about service interruptions with their much-memed TumblBeasts.

Customer Journeys 251

Customer Journeys Examples Brands Video 251

Alida

JUNE 16, 2016

In 2011, she co-founded the Customer Experience Professionals Association , an industry group that has now over 4,000 members. Her second book, I Love You More Than My Dog , was published in 2011 and was named by Inc magazine as one of the best books for business owners. Her blog is widely recognized as one of the top blogs on CX.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

Vonage

MARCH 26, 2018

In 2011, the number of creative ideas submitted to TCISS reached 40 million. Employees are free to challenge their bosses, highlight issues and offer solutions via an in-house ideas scheme called the Toyota Creative Idea and Suggestion System (TCISS).

eBook 206

eBook Video Training Examples 206

Experience Matters

MARCH 20, 2015

USAA has been the highest-rated credit card issuer since the Ratings began in 2011. For the fifth straight year, USAA took the top spot in credit cards with a rating of 80%, placing it 13 th overall out of 293 companies across 20 industries.

Customer Experience 120

Customer Experience Banking Industry Customers 120

ijgolding

SEPTEMBER 30, 2014

In 2011 I was humbled to see a member of my team win an award for Young UK Customer Experience Professional of the Year. However the real challenge for every business witnessing the awards ceremony is to ensure that it would absolutely not be the last time.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

Experience Matters

OCTOBER 27, 2015

See the State of VoC reports from 2010 , 2011 , 2013 , and 2014. When we compared high-scoring VoC programs with lower-scoring programs, we found that companies with mature programs are more successful, focus more on analytics, have more full-time staff, have more strongly coordinated efforts, and have more involved senior executives.

Report 120

Report Effort Score Groups Analytics 120

C3Centricity

DECEMBER 31, 2018

A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. This gives everyone a chance to catch up on our best posts that they may have missed.

Brands 225

Brands Strategy Customer Journeys Infographics 225

NICE inContact

OCTOBER 21, 2019

When Vera Bradley introduced web chat in 2011, customers embraced it wholeheartedly. It’s all part of a robust customer experience , a central focus for a company that’s grown over the years by not only listening to but delighting its customers. But as chat volume continued to increase, the company took its eye off some important KPIs.

Abandon Rate 120

Abandon Rate Contact Center Omni-Channel Trends 120

NICE inContact

NOVEMBER 27, 2018

An acquisition in 2011 proved to be especially fortuitous for SumTotal. But as the company struggled with a decades-old, on-premise system, it was becoming increasingly difficult to provide customers the quality of support they needed—and expected.

System 120

System Contact Center Omni-Channel Chatbots 120

Experience Matters

MARCH 20, 2015

USAA has been hovering around the top of the banking list since 2011, but this is the first year that it actually took the top spot. Credit unions (which is a rating for a group of credit unions, not one company) have earned the highest ranking for banks over the past four years.

Banking 120

Banking Customer Experience Industry Groups 120

Customer Bliss

JULY 3, 2018

Greg is a graduate of the 2006 Greater Baltimore Committee (GBC) Leadership program, was a 2011 recipient of the Maryland Daily Record’s VIP List Successful by 40 Award, was named by the Chesapeake Human Resources Foundation (CHRF) as a 2011 Fellow, and was awarded the SmartCEO Executive Management Award in 2013.

Government 120

Government Customer Experience Management Customer Experience Management 120