Beyond Philosophy

NOVEMBER 10, 2014

In the United Kingdom, the NCSI portfolio earned a return of 59 percent from April 2007 to June 2011, and the FTSE 100 had a negative return of 6 percent.” In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Experience Investigators by 360Connext

MAY 27, 2015

She is the author of Everybody Writes: Your Go-To Guide to Creating Ridiculously Good Content and co-author of the best-selling Content Rules: How to Create Killer Blogs, Podcasts, Videos, Ebooks, Webinars (and More) That Engage Customers and Ignite Your Business (Wiley 2011). Want a full workup on her?

Customer Experience 110

Customer Experience eBook Social Media Customer Journeys 110

Michelli Experience

DECEMBER 27, 2017

Irrespective of all the store closings that took place in 2017, US retailers had the highest sales since 2011. For example, one need look no further than early numbers from the 2017 Christmas shopping season. Year-over-year numbers are up 4.9%. Yes, Virginia, there is retail in America, and it is not on the verge of collapse.

Retail 138

Retail Consulting Sales Customer Experience 138

Experience Investigators by 360Connext

JANUARY 7, 2015

One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams.

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

ShepHyken

SEPTEMBER 10, 2021

A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. . Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ).

Customer Experience 105

Customer Experience Self Service Advertising Customer Expectations 105

ShepHyken

APRIL 25, 2023

One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant.

Insurance 108

Insurance Customer Service Training Meeting Leadership 108

Totango

JANUARY 22, 2018

VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries.

Customer Success 79

Customer Success Meeting Lifetime Customer Consulting 79

Beyond Philosophy

NOVEMBER 4, 2014

29 July 2011. . < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 19 August 2014. < < [link].

CEM 113

CEM Conference Customer Centricity Consumers 113

Comm100

NOVEMBER 13, 2022

Every organization’s criteria for top customer service software will be unique, so here we’ll simply highlight each product and some of their key use cases to help you begin your research. Comm100 is a global provider of digital omnichannel customer engagement software for education, government and commercial organizations of all sizes.

Tools 242

Tools Customer Service Tips Omni-Channel 242

Experience Investigators by 360Connext

JUNE 9, 2015

Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. To demonstrate how the experience has grown in importance, that number was 34% back in 2011. The ultimate goal is to win customers and maximize their lifetime value.

Customer Experience 110

Customer Experience Net Promoter Score Hotels NPS 110

C3Centricity

OCTOBER 26, 2014

You will also be excited by the unique methodology we use to understand the meaning your customers take away from your ads. This post is based on a much shorter one that was first published on C³Centricity in September 2011. The post For Greater Customer Satisfaction, Should Marketers Answer Their Needs or Desires?

Customer Satisfaction 120

Customer Satisfaction Marketing Advertising Video 120

C3Centricity

OCTOBER 26, 2014

You will also be excited by the unique methodology we use to understand the meaning your customers take away from your ads. This post is based on a much shorter one that was first published on C³Centricity in September 2011. The post For Greater Customer Satisfaction, Should Marketers Answer Their Needs or Desires?

Customer Satisfaction 120

Customer Satisfaction Marketing Advertising Video 120

Experience Investigators by 360Connext

MAY 20, 2015

In fact, customer complaints via social networks has nearly doubled from 19% to 35% since 2011. These customers will feel anger whenever they see your brand represented and show that anger to the world. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Michelli Experience

DECEMBER 27, 2017

Irrespective of all the store closings that took place in 2017, US retailers had the highest sales since 2011. For example, one need look no further than early numbers from the 2017 Christmas shopping season. Year-over-year numbers are up 4.9%. Yes, Virginia, there is retail in America, and it is not on the verge of collapse.

Retail 100

Retail Consulting Sales Customer Experience 100

Inbenta

AUGUST 11, 2022

We believe the report accurately identifies our strengths in enabling businesses to transform their customer relationships through the ability to communicate, manage, and track all customer engagements through seamless conversations across multiple channels.”. About Inbenta.

Report 64

Report Chatbots Ecommerce Travel 64

ShepHyken

MARCH 18, 2024

While MarTech emerged, customer engagement reached a new level and made it easier for the management to shorten the distance between marketers and clients. My Comment: Smart companies are now using AI to help them understand customer behavior and preferences.

Customer Service 86

Customer Service Government Employee Experience Video 86

Customer Guru

JANUARY 3, 2018

The next lap of the journey began in 2011 when Matrix Partners made its first investment with us. Since 2011, it has been a completely different journey, scaling the number of units across Chennai, Gurugram, Mumbai, Pune, Navi Mumbai, Chandigarh, and Delhi, whilst keeping the ground solid and improving consistently.

Customer Centricity 95

Customer Centricity Healthcare Hospitality Management 95

ClearAction

OCTOBER 16, 2019

In response to a McKinsey article, We’re All Marketers Now , a blogger observed: “This new era of engaging customers is requiring commitment from the entire company and how that means the marketing organization must be redefined and adapted.” 4 The Importance of Creating & Keeping Customers , Financial Times, 2011.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Totango

JANUARY 22, 2018

VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries.

Customer Success 48

Customer Success Meeting Lifetime Customer Consulting 48

CSM Magazine

OCTOBER 1, 2020

Stone served as CFO for marquee Amazon operations during key periods of growth, including Amazon devices and digital content from 2010 to 2011 and Amazon Web Services from 2012 to 2015. ASAPP delivers AI innovations that exponentially increase the operational performance of customer experience teams for leading consumer companies.

Industry 52

Industry Financial Leadership Sales 52

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Flavio is the VP of Operations and Customer Support at DigiCert, Inc.,

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Gainsight

OCTOBER 23, 2019

Experimenting with different category labels, I settled on eight labels that were inclusive of all the tools on my list: Customer Success Platforms. Activity/Engagement Monitoring. Communication/Customer Engagement. Guess how many tools were on the market map in 2011, the first year it was produced?

Software 60

Software Customer Success Tools Customer Centricity 60

PeopleMetrics

JANUARY 28, 2016

If you find yourself curling up in a ball again, consider getting help from a customer engagement company. We have industry knowledge, benchmarks, and smart people focused on making the most of your customer feedback. Customer engagement companies can turn your big data into a clear plan. Elbow nudge.

Feedback 48

Feedback Data How To Customer Centricity 48

ProProfs Chat

JULY 19, 2019

Overall this resulted in additional revenue of $25 million in 2011 alone. . Wendy’s one of the most active brands on Twitter, has increased its popularity greatly with its witty replies to customer posts, and sassy tweets directed at other brands.

Infographics 93

Infographics Customer Experience Omni-Channel Airlines 93

inQuba

SEPTEMBER 6, 2022

Gartner , in their report ‘2022 Gartner CEO and Senior Business Executive Survey’*, has reported that ‘ Customer Acquisition, Retention and Engagement’ are the top (18% selection) combined focus area for CEOs and executive teams in 2022. To give you a sense, that has increased from 10% in 2011. The result?

Customer Journeys 52

Customer Journeys Management ROI NPS 52

Experience Matters

APRIL 7, 2015

We not only want to provide clients with the best technology in order to make them VoC heroes, but give them consulting support when they need it, based on the Confirmit Voices methodology which was launched in 2011, a flexible model which can be customized to each client’s business needs. Engaging Employees on the Frontline.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Flavio is the VP of Operations and Customer Support at DigiCert, Inc.,

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Retently

AUGUST 15, 2018

The beauty brand Glossier’s gTeam is an exceptional customer service example in this case. Team members are responsible for responding to customers, engaging with them, and following up after certain purchases – and it’s really doing wonders for their brand’s image.

Examples 88

Examples Customer Service Social Media Hotels 88

Eptica

MARCH 18, 2016

Therefore, you’d expect customer service to be continually improving, but the 2016 Eptica Retail Multichannel Customer Experience Study found that this isn’t the case. The performance of many companies and channels remains static, while in other areas it is deteriorating , rather than improving. Share this page on: Tweet.

Retail 48

Retail Self Service Customer Service Entertainment 48

CSM Magazine

AUGUST 12, 2020

Intercom is a Conversational Relationship Platform (CRP) that helps businesses build better customer relationships through personalized, messenger-based experiences. The company was founded in 2011 in San Francisco by Eoghan McCabe, Des Traynor, Ciaran Lee and David Barrett, with the mission to make internet business personal.

Poor Customer Service 52

Poor Customer Service Customer Journeys Tools Report 52

West Monroe

JULY 24, 2017

Sources: Kosinski et al 2013, Chittaranjan et al 2011, Epp at al 2011. Only then should you look for and access third-party data that will help you drive powerful customer engagement and achieve other success metrics. Analyzing Facebook likes, phone data, and typing patterns.

Data 51

Data Marketing CRM Advertising 51

Customer Interactions

JULY 7, 2015

The project just about to close was kicked off in Q4 of 2011 with a customer that has been using NICE Fizzback for around 18 months. Their Customer Experience performance had started to plateau and they required some re-energising.

Net Promoter Score 28

Net Promoter Score Customer Engagement Engagement Customer Experience 28

Bold360

NOVEMBER 25, 2019

It’s all eroding agent morale when they’re unable to meet customer expectations. Lisa’s Take: When Lisa started at LogMeIn in 2011, the call center was much smaller. She’s seen exponential growth, not only in LogMeIn’s products, but also in what customers already know when they reach out.

Knowledge Base 40

Knowledge Base How To First Call Resolution Call Center 40

CSM Magazine

NOVEMBER 11, 2020

Intercom is a Conversational Relationship Platform (CRP) that helps businesses build better customer relationships through personalized, messenger-based experiences. The company was founded in 2011 in San Francisco by Eoghan McCabe, Des Traynor, Ciaran Lee and David Barrett, with the mission to make internet business personal.

Trends 52

Trends Chatbots B2C B2B 52

Eptica

JUNE 14, 2017

All of these factors make now a good time for organizations to reassess how they are handling social customer service, and analyst Jenny Sussin’s presentation at the recent Gartner Customer Experience & Technologies Summit provided a strong start point and framework.

Social Media 48

Social Media Customer Service CRM B2C 48

Pretium Solutions

DECEMBER 26, 2011

In these waning days of 2011, we hear much pontificating on those things that will make life better for everyone in 2012. Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012.

Customer Service 49

Customer Service Touchpoint Customer Service Representative Policies 49

BirdEye

APRIL 24, 2023

In this blog post, we’ll share everything you need to know about digital marketing, so buckle up and get ready for an exciting journey through the cutting-edge world of customer engagement. Table of contents What is digital marketing? Why is digital marketing important?

Marketing 93

Marketing Social Media B2C Advertising 93