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 239

Engagement Customer Centricity Communication Customers 239

InMoment XI

APRIL 26, 2011

To help you achieve that goal, join me and VOC practitioners and experts from around the globe on May 15 – 18, 2011, at the Engage Summit 2011. As VOC practitioners, you need to ensure that the data you collect is actionable and relevant to other business leaders in your organization.

Engagement 150

Engagement Data 150

InMoment XI

APRIL 26, 2011

To help you achieve that goal, join me and VOC practitioners and experts from around the globe on May 15 – 18, 2011, at the Engage Summit 2011. As VOC practitioners, you need to ensure that the data you collect is actionable and relevant to other business leaders in your organization.

Engagement 150

Engagement Data 150

InMoment XI

APRIL 26, 2011

To help you achieve that goal, join me and VOC practitioners and experts from around the globe on May 15 – 18, 2011, at the Engage Summit 2011. As VOC practitioners, you need to ensure that the data you collect is actionable and relevant to other business leaders in your organization.

Engagement 150

Engagement Data 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 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! I hope that you and your family have a happy, healthy 2015 and that you become even more engaged in YOUR association’s M2M sharing throughout the year. Customer experience'

Customer Experience Professionals 265

Customer Experience Professionals Tools Groups Customer Experience 265

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 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. Annie Tsai Annie Tsai leads the Customer Experience org as CCO and watches over all things customer - onboarding, implementation, engagement, customer growth, and ultimately retention & renewals.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

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. Sure, there are many companies that can assist you with their “time tested” product and strategies that measure customer engagement. Well, have you ever tried to be your own customer?

Measurement 230

Measurement Customer Centricity Customers Retail 230

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. and consists of more than 40,000 highly engaged, pre-screened veterinarians who provide critical insights. Now consumers have moved beyond organic pet food and dog walkers and into the cosmetic space.

Hotels 34

Hotels Insurance Innovation Industry 34

C3Centricity

JANUARY 10, 2025

Since we founded C3Centricity in early 2011, one of our traditions has been to share the most popular posts on customer experience at the beginning of each new year. That’s because we’re passionate about helping companies successfully adopt a customer-first strategy.

Consumers 156

Consumers Customer Centricity Competitive Advantage Sports 156

Customer Guru

MAY 22, 2018

It is a well-known fact that healthy employee engagement and sustained business growth are correlated. Interestingly, some might wonder whether corollary is true as well, i.e. successful organisations really have better-engaged employees? Source: Aon Hewitt European Manager Survey 2011. Aon Hewitt.

Employee Engagement 96

Employee Engagement Engagement NPS Survey 96

eglobalis

AUGUST 13, 2024

Tim Cook, who succeeded Steve Jobs as CEO in 2011, currently leads Apple. This fanatical following is a testament to Apple’s ability to create a deeply engaging brand experience. Product launches become global events, and customers are willing to queue for hours to get the latest device.

e-support 447

e-support Innovation Customer Centricity Loyalty 447

Kristina Evey

NOVEMBER 13, 2014

– American Express, 2011. You need to work with your teams to engage, connect, and work with customers in a way that impresses and delights them. A 2% increase in customer retention has as much of an impact on your bottom line as cutting costs by 10%. – McKinsey. Okay, enough with the numbers. You get the point.

Customer Service 159

Customer Service Poor Customer Service Customer Service Training Customers 159

Think Customers

MAY 19, 2016

has long been experiencing an employee engagement crisis. Gallup's tracking in March showed an upturn, indicating that companies may be breaking through engagement barriers that have caused stagnant numbers in recent years. workers whom Gallup considers "engaged" in their jobs averaged 34.1 That's changing, according to Gallup.

Employee Engagement 61

Employee Engagement Engagement Company 61

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. Colin is an international author of six bestselling books and an engaging keynote speaker.

Banking 141

Banking Financial Consulting Customer Experience 141

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 article shares three examples that provide a clear roadmap for anyone wanting to move their customer service and engagement to the next level, by offering more than mere customer satisfaction.

Brands 236

Brands Strategy Customer Journeys Infographics 236

eglobalis

OCTOBER 1, 2017

Founded in 2011, the CXPA is the premier global non-profit international organization dedicated to the advancement and cultivation of the Customer Experience profession. Sponsorship and engagement in global events. We invite you all to speak with us and engage. Certified Customer Experience CCXP Certification program.

Customer Experience Professionals 154

Customer Experience Professionals CEM Customer Experience Customer Experience Management 154

Vonage

MARCH 26, 2018

In 2011, the number of creative ideas submitted to TCISS reached 40 million. To find out more about how your business can reach out to its customers, you can download the free ebook, Making Customer Engagement a Winning Strategy.

eBook 206

eBook Video Training Examples 206

ijgolding

SEPTEMBER 30, 2014

UK Customer Experience Award for Employee Engagement – Taking the Lead. In 2011 I was humbled to see a member of my team win an award for Young UK Customer Experience Professional of the Year. UK Customer Experience Award for Business Change or Transformation – Simplification.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

Customer Bliss

APRIL 26, 2016

We discussed her very deliberate path to engage the C-Suite and the specific actions that did and did not work. And she shared her “tipping point” where leaders began to personally engage, and how she used that commitment to build a 130-person company-wide cross functional team. Key Summary Of Discussion. ” — Margie.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Customer Bliss

JULY 3, 2018

Create an Engaged and Empowered Team. Greg believes in the power of employees, stating that unless you have a happy, engaged, and empowered team, you’ll never move the needle when it comes to this work. Accessible and Convenient: We will continue to simplify and improve access to information and resources.

Government 120

Government Customer Experience Management Customer Experience Management 120

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

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. By comparison, the S&P 500 returned only $93, a 7-percent loss.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Horizon CX

SEPTEMBER 30, 2013

Those who had poor CX performance lagged behind the index by almost 20% - Watermark Investment Consulting Consistency: In the UK, a £100 investment in the National Consumer Satisfaction Index fund in 2007 would have by June 2011 returned £159 whilst the same investment in the FTSE 100 would have returned just £94.

Strategy 138

Strategy CEM Customer Experience Banking 138

Experience Matters

MARCH 17, 2015

We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, and Q4 of 2013. The largest jump from last year is employee communications and engagement. Social media and phone self-service interactions were the only areas that did not gain momentum.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

ECXO

JULY 8, 2024

By gaining insights into how customers process information, make decisions, and react to stimuli, businesses can create more personalized, engaging, and impactful experiences that truly resonate with their audience. Problem-solving skills: Regularly engage in activities that challenge your problem-solving skills.

Customer Experience 194

Customer Experience How To Exercises Study 194

Customer Bliss

MAY 24, 2016

In 2010 that work was recognized with the Library Journal’s Library of the Year and in 2011 she was named a Library Journal “Mover & Shaker.”. A “doer” as a marketer — like many of us who take on these roles — Alison learned quickly that different engagement skills are required to change an entire organization.

Leadership 135

Leadership Marketing Engagement Connections 135

Beyond Philosophy

FEBRUARY 19, 2019

Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand. However, she knew the Customer Experience was a significant influence in the success of retailers in the disruptive retail environment of 2011 and beyond. Colin is an international author of six bestselling books and an engaging keynote speaker.

Retail 142

Retail Competitive Advantage Leadership Examples 142

Beyond Philosophy

MAY 8, 2017

Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. Colin is an international author of six bestselling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX. appeared first on.

Brands 141

Brands Customer Experience Advertising Study 141

C3Centricity

OCTOBER 26, 2014

This post is based on a much shorter one that was first published on C³Centricity in September 2011. You will also be excited by the unique methodology we use to understand the meaning your customers take away from your ads. C³Centricity used images from Dreamstime and Microsoft in this post. appeared first on c3centricity.

Customer Satisfaction 184

Customer Satisfaction Marketing Advertising Video 184

Customer Bliss

OCTOBER 3, 2019

She joined Citi in 2002 and held a number of portfolio management, marketing, and customer engagement positions. Leslie helped guide the company and clients through the economic downturn and a period of regulatory changes before accepting her current role in 2011.

Culture 147

Culture Customer Experience Retail Resources 147

PeopleMetrics

AUGUST 25, 2014

In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. I find myself always being an advocate for the client, whether it means pushing the other members of the engagement team to ensure we meet client deadlines or taking extra time to hear and address client concerns and questions.”

Customer Centricity 124

Customer Centricity Tips Customers Feedback 124

C3Centricity

NOVEMBER 16, 2014

When did you last engage with customers directly through your call centre, online or through email? This post is an update of one that was published on C³Centricity in December 2011. They are given the freedom to do whatever it takes and this responsibility makes for happier employees. Everyone should do it.

Customer Service 182

Customer Service Connections Social Media Customer Centricity 182

Customer Bliss

JULY 11, 2017

She has twice been selected by the Silicon Valley Business Journal – in 2011 as one of Silicon Valley’s “40 Under 40” young tech leaders, and in 2013 as one of Silicon Valley’s 100 Most Influential Women. Catherine has been featured in Harvard Business Review, The Wall Street Journal, Fast Company, and TEDx.

Leadership 0

Leadership Customer Experience Report Innovation 0

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

Customer Bliss

MAY 3, 2017

We’ve found that the type of environment that motivates and engages Controllers is the exact opposite of what is actually found in most service organizations. This is, by far, the biggest challenge facing service organizations looking to build a more Controller-focused frontline.

Self Service 134

Self Service Customer Service Contact Center Airlines 134