Experience Matters

JANUARY 16, 2018

This is an update to the original eBook that was published in 2008. It has been downloaded and read by tens of thousands of people around the world and is likely one of the most-read documents ever published on the topic of customer experience.

eBook 0

eBook Customer Experience Government Customers 0

kommunicate

JULY 1, 2023

That is a large market share, for an operating system, with a launch happening exactly 15 years ago, in September 2008. Last Updated on July 1, 2023 Somewhere between 3.3 billion people use an Android smartphone these days. Android has a market share of approximately 72% of all mobile operating systems globally.

System 59

System Marketing 59

InMoment XI

OCTOBER 1, 2013

Imagine, for a moment, the following scenario: Jane Doe has owned her 2008 Sunbeam Alpine for 5 years and just had it serviced by her dealer. A survey company, acting on behalf of and in the name of Sunbeam Motors, sends her a service satisfaction survey to follow up on the visit. Here’s Jane’s response. View Article

Survey 249

Survey Company 249

Experience Matters

OCTOBER 17, 2014

My definition of customer experience remains the same as when I introduced it in 2008 : The perception that customers have of their interactions with an organization.

Customer Experience 332

Customer Experience Customers Measurement Interaction 332

SAP Customer Experience

FEBRUARY 16, 2022

In 2008 release SAP has released pre-packaged integration between Qualtrics and SAP Sales Cloud and SAP Service Cloud(SAP Cloud for Customer), in this blog will see how to implement the integration feature “Service Ticket from Survey Response” in step by step. Feature Overview By using feature Service Ticket from Survey.

Survey 76

Survey Sales How To Customers 76

InMoment XI

JUNE 25, 2013

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

Effort Score 227

Effort Score Metrics NPS Call Center 227

InMoment XI

OCTOBER 1, 2013

Imagine, for a moment, the following scenario: Jane Doe has owned her 2008 Sunbeam Alpine for 5 years and just had it serviced by her dealer. A survey company, acting on behalf of and in the name of Sunbeam Motors, sends her a service satisfaction survey to follow up on the visit. Here’s Jane’s response. View Article.

Survey 200

Survey Company Automotive 200

InMoment XI

OCTOBER 1, 2013

Imagine, for a moment, the following scenario: Jane Doe has owned her 2008 Sunbeam Alpine for 5 years and just had it serviced by her dealer. A survey company, acting on behalf of and in the name of Sunbeam Motors, sends her a service satisfaction survey to follow up on the visit. Here’s Jane’s response. View Article

Survey 200

Survey Company 200

QuestionPro Audience

FEBRUARY 23, 2018

Millennials have a lower rate of car ownership than previous generations at their age, and only 76% of 20-24 year-olds possess a driver’s license , down from 82% in 2008.

Transportation 239

Transportation Rewards Programs Study Consumers 239

InMoment XI

JUNE 25, 2013

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

Effort Score 200

Effort Score Metrics NPS Call Center 200

InMoment XI

JUNE 25, 2013

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

Effort Score 200

Effort Score Metrics NPS Call Center 200

Thematic

DECEMBER 9, 2022

During the 2008 recession, Starbucks came under threat. An example of a company that successfully leveraged a market gap during the 2008 recession is mens' fashion retailer Bonobos. Let's look at Target during the 2008 recession. Do they match your ideal customer profile? Which customers are churning?

Customer Satisfaction 71

Customer Satisfaction Fashion Feedback Social Media 71

CX Workout - Ideas Blog

SEPTEMBER 15, 2020

Imagine you were a perceptive financial trader that understood the OODA loop in the run-up to the 2008 financial collapse. The 2008 Financial collapse was bad for everyone except the people who saw the mismatches. You are looking at the emotional context, industry trends, and your competition’s moves.

How To 98

How To Financial Banking Roadmap 98

Michelli Experience

APRIL 24, 2018

Looking Back to 2008. One need only to have looked back to 2008 to have foreshadowed the events of this week. That was 2008! 2008, 2018, 2028…the story will always be the same. In fact, back in 2009, I wrote the following as an excerpt in a free downloadable eBook about Starbucks leadership principles….

Training 100

Training Leadership eBook Customer Experience 100

Helen Dewdney

APRIL 21, 2023

Consumer Protection from Unfair Trading regulations 2008 A general ban – on conduct below a level which may be expected towards consumers (honest market practice/good faith). (CRA) It could be considered an unfair contract term that you have to use an Insurer’s approved repairer.

Insurance 92

Insurance Automotive Consumers Financial 92

QuestionPro Audience

DECEMBER 14, 2017

Bitcoin was introduced to the world in 2008, when a paper entitled “Bitcoin: A Peer-to-Peer Electronic Cash System” was passed around a cryptography mailing list by a person known only as Satoshi Nakamoto. Satoshi’s identity is still a mystery to this day, despite best efforts to identify the creator.

Government 247

Government Conference Banking Consumers 247

Magellan Solutions

DECEMBER 11, 2023

In 2008, we experienced a significant transformation. In 2008, everything changed when Magellan Solutions acquired a significant client in voice recognition. -based call center but encountered a “chicken and egg” situation. We started working with a company that specialized in voice recognition services.

Leadership 52

Leadership Industry Call Center Culture 52

Daniel Group

APRIL 18, 2024

This analysis covers 600,000 surveys from 2008 in one vertical market. Our survey database has well over one million completed B2B customer surveys from customers in material handling, construction equipment, bus and truck, and various other industrial markets. In revisiting our interview history we discovered key metrics.

Communication 98

Communication Strategy NPS Net Promoter Score 98

AWS Machine Learning

MARCH 30, 2023

Marshals (1998) 2459 Texas Chainsaw Massacre, The (1974) 2363 Godzilla (Gojira) (1954) 61248 Death Race (2008) 8961 Incredibles, The (2004) 2407 Cocoon (1985) The preceding GetRecommendations call includes the IDs of recommended items. The following table is a sample after mapping the IDs to the actual movie titles for readability.

Trends 84

Trends Interaction Groups Training 84

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Since 2008, customer experience has burgeoned and become a key element at many companies.

Customer Experience 220

Customer Experience How To Knowledge Base Metrics 220

ijgolding

MAY 11, 2016

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot. It was very real.

Measurement 120

Measurement Customer Experience Company Banking 120

Customer Bliss

AUGUST 3, 2017

There’s been tons of research on the connection between emotions and customer experience/marketing, including this work from Northwestern in 2008. .” This certainly makes sense to me.

Customer Experience 236

Customer Experience Travel Touchpoint Connections 236

The DiJulius Group

MARCH 4, 2021

Ten years later, it was bought by Amazon for $1 billion during one of the worst economic recessions back in 2008-2009. Zappos started out in a living room with the original goal to get people to buy shoes online. How did Tony Hsieh take an unthinkable business model and turned it into a billion-dollar business? Read Full Article.

Customer Experience 52

Customer Experience Groups Customers Culture 52

Clarivate

AUGUST 17, 2022

Dr. Grace Lomax, who co-founded Patient Connect with her sister in 2008, came up with the idea for the solution when she started asking patients in her clinic what information they wanted when and how. Neville Hobson [Host]: You founded Patient Connect together with your sister Zoe Barker in 2008.

Healthcare 52

Healthcare Hospitality Connections Culture 52

Uniphore

SEPTEMBER 27, 2015

After 9 minutes and no service I gave up and hung up ”, complained a customer on a Yahoo forum way back in 2008, and she’s not the only one, especially with the rise of social media. “I was asked, ‘Could you hold a moment?’ No one likes to be put on hold. Read More.

Social Media 100

Social Media Customers 100

CX Journey

NOVEMBER 15, 2017

Here are some examples, taking us back to the financial crisis of 2007-2008. And yet, they admitted to defrauding investors in 2008. -Howard Schultz But what happens when your executives' and your employees' behaviors don't align with your values? Bad things. Take a look at Enron.

Culture 125

Culture Competitive Advantage Banking Employee Experience 125

NICE inContact

NOVEMBER 8, 2019

For example, when the Cleveland Clinic simplified its billing statements in 2008, it was able to recover an additional $1 million a month. The article makes a case for why more plain language is needed, demonstrating its benefits in several real-world case studies. million.

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

Forrester's Customer Insights

DECEMBER 15, 2020

It was sometime in 2008, and people interested in collaboration and “Enterprise 2.0” I remember the first time I saw a Google Doc. on Twitter were circulating a link to a list of like-minded tech professionals. I clicked on the link, and my jaw dropped. The document looked like it was alive. There were about […].

Measurement 57

Measurement Employee Experience Technology Management 57

Magellan Solutions

FEBRUARY 14, 2024

Case Study 3: Asian Hospital and Medical Center Asian Hospital, one of the premier hospitals in the Philippines, partnered with Sutherland Global Services in 2008 to outsource their medical billing and coding functions. The partnership enabled significant cost savings and improved process quality.

Call Center 98

Call Center Healthcare Company Hospitality 98

AWS Machine Learning

JUNE 13, 2023

Sales & Marketing Amazon RedShift What was the total commission for the ticket sales in the year 2008? SELECT SUM(commission) AS total_commission FROM tickit.sales WHERE EXTRACT(YEAR FROM saletime) = 2008 The total commission for ticket sales in the year 2008 was $16,614,814.65.

Data 73

Data Analytics Connections Sales 73

CSM Magazine

OCTOBER 6, 2022

” Founded in 2008, 60K provides CXM services to leading U.K., Founded in 2008, 60K operates in the CXM business, representing brands across major industries including media and entertainment, digital commerce and retail, travel, financial services, and insurtech. I am pleased to now entrust 60K to Rajesh and the ResultsCX team.

Self Service 52

Self Service Entertainment Multi-Channel Telecommunications 52

ShepHyken

OCTOBER 11, 2019

To give you a sense of the speed of changing customer preferences, I will harken back to 2008 when McGraw-Hill published my book The New Gold Standard 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company.

Technology 95

Technology Customer Experience Hospitality Hotels 95

Daniel Group

SEPTEMBER 23, 2021

So, for some context, I joined Holt in 2008, January of 2008. ” Back then in 2008, we did some studies and we quickly came to the realization that the large customers, fantastic. What were management key objectives for getting into CX and getting this program going back then? Edward Craner (01:58): You bet.

Net Promoter Score 98

Net Promoter Score Social Media Feedback Groups 98

mopinion

MAY 28, 2018

of all retail sales in 2008 to nearly 11.9% The ecommerce industry has experienced a tremendous amount of growth in the past decade. Having jumped from 3.5%

Ecommerce 77

Ecommerce Feedback Management Retail 77

ImprintCX Articles

MARCH 5, 2024

By November 2008, the company filed for bankruptcy, and the sales team elimination was a contributing factor to its demise. In early 2007, Circuit City, then a leading electronics chain in the United States, decided to eliminate its better-paid commissioned salespeople , believing that their products sold themselves.

Self Service 52

Self Service Sales Social Media Travel 52

Gainsight

NOVEMBER 1, 2022

If you’re my age (or older), you probably remember exactly where you were and how you felt when the last Great Recession hit in 2008. And while the economic and geopolitical uncertainty doesn’t look like it’s going away anytime soon, I’m making a bold prediction about the future of SaaS: 2022 will not be a repeat of 2008.

B2B 52

B2B B2C Software Customer Success 52

ShepHyken

APRIL 14, 2020

He founded the company during the 2008 recession to help companies worldwide restructure to a remote workspace. You owe it to them to communicate at a much higher frequency and much more empathetically than you ever have before.”. About: Daniel Ramsey is the founder and CEO of MyOutDesk , a virtual assistant company.

Communication 120

Communication Connections Loyalty Groups 120