Customer Bliss

OCTOBER 20, 2016

Prevent double talk: Unite the leadership team. If the leadership team is not united, the customer experience will be fragmented. Whenever a scandal like Wells Fargo hits, people are aghast. 25 will be this Tuesday — and we talk in almost every one about uniting the leadership team and moving away from double talk.

Strategy 100

Strategy Leadership Culture Company 100

Beyond Philosophy

OCTOBER 31, 2016

In today’s context, their Code of Ethics sounds absurd: Wells Fargo’s reputation as ‘one of the world’s great companies for integrity and principled performance’ sounds laughable in light of the scandal where employees opened millions of fraudulent customer accounts to hit product sales goals over the past 10 years. Enter the Cleaning Crew.

Net Promoter Score 0

Net Promoter Score Banking Culture Leadership 0

Hero Digital

FEBRUARY 7, 2020

Parks cited the Ivy-League schools accused of taking entrance bribes and Wells Fargo opening millions of fraudulent accounts in its customer’s names as examples of scandals that fostered mistrust. Parks also praised One Medical, a subscription service enabling patients’ access to any of its doctors in the United States with same day booking.

Airlines 52

Airlines Hospitality Healthcare Travel 52

Merkle

APRIL 2, 2019

As luck would have it, the keynote speaker at Data Summit was Chris Wylie, the whistleblower in the Facebook-Cambridge Analytica scandal. Edinburgh Meetup: Robots and Autonomous Vehicles April 4 @ 5:30 pm – 8:00 pm Merkle Aquila, 7 Conference Square Edinburgh, EH3 8AN United Kingdom. Is Data Science Free-to-Play or Pay-to-Win?

Data 66

Data Conference Training Analytics 66

Magellan Solutions

OCTOBER 8, 2018

According to Statista, 96 percent of internet users in the United States are scared of online hackers. Tenfold stated five examples of the United States’ biggest online breach in 2015: Hackers stole the data from 4.8 Tenfold stated five examples of the United States’ biggest online breach in 2015: Hackers stole the data from 4.8

e-support 40

e-support Government Call Recording Hotels 40

Beyond Philosophy

DECEMBER 5, 2016

In an exploding Newtonian way, any small ripple in reputation change (such as through a product recall, operating scandal, or executive miscue), brand performance or customer service can have a tsunami type effect. Wells Fargo Scandal. And the ‘long-tail’ of online social media commentary may make the damage last indefinitely.

Culture 60

Culture Customer Centricity Social Media Banking 60

Integrate.ai

OCTOBER 16, 2019

In 2018, for example, companies spent an estimated $19 billion on third-party data in the United States alone. Meanwhile Facebook famously faced a serious backlash in 2018 in the wake of the Cambridge Analytica scandal. As a result, they often turn to third-party data to fill in the gaps.

Data 40

Data Social Media Consumers Course 40

transcosmos Information Systems

MARCH 5, 2019

of outsourcing deals originated from the United States, followed by the United Kingdom at 5.2%. In light of recent hacking scandals and other problems with data breach and misuse, there’s a predicted focus on privacy and security. The global market size of outsourced services in 2018 is at $85.6 Statista ). KPMG, 2017 ).

Insurance 75

Insurance Financial Technology Industry 75

NetBase

JANUARY 9, 2019

Where is the crossover, and how could brands in these differing categories unite their audiences and help each other? One popular sporting goods brand definitely did – even while another athletic apparel company barely bumped on their CEO’s scandalous departure. Who else lost big points by failing to account for consumer sentiment ?

Retail 45

Retail Report Industry Strategy 45

ShepHyken

MARCH 23, 2018

For example, United Airlines suffered a 4% decrease in market share after the airline’s overbooking practices precipitated a passenger being dragged off a flight. The 2016 Wells Fargo scandal for opening unauthorized client accounts resulted not only in penalties but in stock declines and lawsuits.

Communication 81

Communication Leadership Airlines Social Media 81

Think Customers

NOVEMBER 4, 2019

million units in 2019, a 2.5 But in an industry marked by frequent recalls and scandals, it’s difficult to find a car company that hasn’t struggled to maintain customer trust at some point in its history. As a brand, Volkswagen has also had to regain customer trust after the massive emissions scandal of September 2015.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

BirdEye

FEBRUARY 23, 2024

While operating independently, they’re united by a common goal: the organization’s success. In times of crisis, be it a PR scandal, a financial downturn, or an operational failure, effective crisis communication can mean the difference between recovery and disaster.

Communication 64

Communication Multi-Channel Culture Social Media 64

CSM Magazine

APRIL 5, 2019

In Europe, some €25bn of Volkswagen’s stock market value was lost when the emissions scandal first emerged.’ Let’s take one simple example – the video posted on YouTube by a Canadian singer whose $3,000 guitar was damaged by United Airlines. Enron’s accounting fraud saw its shares drop from $90 to $0.26

Airlines 40

Airlines Government Financial Trends 40

C Space

OCTOBER 1, 2018

For USAA in the United States and First Direct in the UK, going against the industry norm means reinstating a human touch – caring, compassion, connection – back into the financial sector. USAA and First Direct provide a connection.

Trends 40

Trends Brands Airlines Wireless 40

Comm100

NOVEMBER 27, 2017

However, if you are president of the United States, you may need to apologize to an entire country. This “scandal” came to be called “Antennagate.”. The fact that no one had yet complained about this train’s tardiness made this railway company’s apology that much more impressive. Bill Clinton.

Social Media 290

Social Media Video Effort Score Brands 290

Helen Dewdney

JUNE 24, 2018

Legal actions are ongoing from those affected by the undercover police scandal. One said that it was “like being raped by the state” Trauma of spy’s girlfriend: ‘like being raped by the state’ (Guardian). They requested an apology from Lush. What the Advertising Standards Authority says.

Advertising 36

Advertising Report Social Media Brands 36

Customer Bliss

APRIL 20, 2017

I realize everyone and their mother and their mother’s dog walker has weighed in on the United incident by now, but people have been prodding me for my formal response. Look for the United PostMortem podcast on Tuesday, April 25th on this site. The United incident and stakeholders. This will be Part 1.

Social Media 129

Social Media Airlines Leadership Financial 129

Customer Bliss

APRIL 25, 2017

The United Airlines incident is eventually going to fade from public consciousness, but I wanted to try and address it a few times. That’s what happened with the United incident. Last week, I wrote a blog post about the employee experience side of the United incident. Episode Overview. Their earnings are dropping.

Airlines 128

Airlines Customer Experience Professionals Course Connections 128

Grade.us

MARCH 20, 2018

General Motors agreed to pay $120 million dollars to settle claims from a major scandal. They also agreed to pay $35 million in penalties and forfeit $900 million dollars to the United States. What happens when the enterprise gets it wrong? Faulty ignition switches. Recalls happen every day, why such a steep price?

Management 38

Management Social Media Communication Report 38