The 64 Best Channel Podcasts Of 2019

Forrester's Customer Insights

Since the first podcast came on the scene in 2004, there are now over 750,000 podcast shows with […]. By Jay McBain and Rob Spee If you haven’t listened to a podcast yet, you’re now in the minority. According to Podcast Insights, 51% of the US population has listened to at least one podcast.

5 #Leadership Books You Must Read in 2019

CX Journey

I thought I'd share some good ones that I'd recommend you add to your reading list for 2019. I believe the latest edition was updated in 2004. Share some of your must-reads for 2019 in the comments below. Image courtesy of Pixabay What's in your library? I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot.

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The Power of Classroom Learning

Horizon CX

When I first began my CX journey back in 2004, I was in that state of needing to learn a brand-new discipline where the learning options were few and far between—books, webinars, meetings, vendor conferences, and some short 1-day vendor presentations on the topic. Someone asked me the other day whether I had ever taken an online training class and what was my impression and experience of having done so. If ever there was a loaded question for me, that one gets top billing.

Course 109

The Government orders full Whirlpool tumble dryer recall – at last!

Helen Dewdney

Today (12 June 2019) The Consumer Minister, Kelly Tolhurst, announced that the Government intends to serve Whirlpool with a full recall notice for all tumble dryers that are at risk of fire. Some 750 fires have been reported involving Hotpoint, Indesit and Creda tumble dryers during the period 2004 and 2018, including three injuries. All machines affected were manufactured between April 2004 and September 2015. fires in April 2019. The end of the spin cycle?

Cherwell Selects Talkdesk to Support their Mission of a Smarter Customer Service

Talkdesk

Recognized as a challenger in the Gartner Magic Quadrant for IT Service Management and named a winner of the Colorado Top Workplaces 2019 award , Cherwell Software excels at delivering great service to its customers and understands that today’s workforce relies on real-time information to be successful. In 2004, the founders envisioned a company that listened carefully to customers and empowered them with technology to achieve their goals faster and more effectively.

53 Incredible Facebook Statistics and Facts

Brandwatch CX

Facebook was launched on February 4, 2004 , by Mark Zuckerberg and his Harvard College roommates. In March 2004 , Facebook expanded to the universities of Columbia, Stanford, and Yale. Here at Brandwatch, we love data. We love the statistics that this data provides too. Which is why we’ve collated this bumper list of Facebook statistics. For some, these are just interesting factoids that titillate the mind and can later be brought out to impress friends over a coffee.

What Customer Emotions Drive the Most Value

Beyond Philosophy

That was in 2004. What Customer Emotions Drive the Most Value. 15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. No, he wanted to know how much money he would get back by investing in my idea. I didn’t know.

Emotions Drive Spending, But Do You Know Which Ones Drive the Most?

Beyond Philosophy

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”. It was not an unfair question, but it was one for which I had no answer. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value.

Amazing Business Radio: Martha Brooke

ShepHyken

About : Martha Brooke founded Interaction Metrics in 2004 with the mission of dramatically improving the customer experience. Are Rating Systems Skewed? How to Get the Most Out of Your Customer Feedback. Shep Hyken interviews Martha Brooke. They discuss common rating systems implemented by many companies, the faults and flaws of these systems, and ways to improve the feedback process overall. In Shep’s Opening Monologue… He talks about the best ways to handle negative online reviews.

Restaurant Review Sites: The Ultimate Guide

ReviewTrackers

Founded in October 2004 in San Francisco, California, Yelp is the go-to site for diners looking to discover great places to eat. The Rise of Restaurant Review Websites. Managing restaurant reviews? So you should. In today’s age, diners can quickly become online critics. They’re posting online ratings and reviews of restaurants on multiple websites and making personal recommendations not only to their friends and family, but also to the whole world.

Saving The Earth And Humanity One Tree At A Time

Magellan Solutions

Forests for Life Program Coordinator Thaddeus Martinez recounted that back in 2004, a massive landslide killed thousands of people in the towns of Real, Infanta, and General Nakar. Over the years, we, humans, kill the same thing that keeps us alive. The continuous exploitation of our rich natural resources, mindless use of non-renewable energy, irresponsible waste disposal, and apathy to our environment put our country in jeopardy. But it’s not too late to turn the tables. Trees of Hope.

Interactions Celebrates 15 Years

Interactions

“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. Our evolution and growing success can be attributed to two key factors: a passionate, hardworking team that believed in our core mission; and the invaluable, longstanding partnerships we’ve forged with forward-thinking companies that share our dedication to exceptional customer experiences.”. Michael Iacobucci, longstanding CEO of Interactions.

Most of what you need to complain about financial institutions

Helen Dewdney

The Financial Services Regulations 2004. How to complain about financial products and services. So much can and does go wrong with a financial institution! This post will signpost you to various posts on the blog which will help with most bank/credit card and insurance problems. Financial products are covered by the Consumer Rights Directive 2013.

Paradox of Choice

Optimove

The phenomenon, known as the Paradox of Choice, was coined in 2004 by American psychologist Barry Schwartz, and was first discovered in the early 2000s as part of a now famous study focusing on jam. In my position, I’m fortunate to regularly speak with industry leaders, clients, and those paving the way for us here at Optimove.

Calling CEOs to read emails from your customers and learn about your own business

Helen Dewdney

— Greg Jackson (@g__j) June 16, 2019. Justin King was CEO of Sainsbury’s from 2004 to 2014. Gavin Patterson was CEO of the BT Group from September 2013 until February 2019. What happens when CEOs read emails from your customers and learn about your own business. You may well be an overworked CEO but when CEOs make corresponding with customers part of their work routine it can be extremely beneficial to business.

3 Customer Experience Stories (From Companies Not Named Starbucks) That Will Inspire Your Company to Deliver Better Customer Service

Michel Falcon Experience

The story: One of their members (their terminology for customers) who had been a member of theirs since 2004, recently had something happen that impacted him and had nothing to do with banking or finance. Disclaimer : I love Starbucks but I recognize that we share Starbucks stories, and companies like theirs, frequently.

6 Ways a Survey Maker Can Help You

ProProfs Chat

Invented in 2004, NPS was called the “the one question you’ll ever need.” With the world continuing its march towards the digital space, data collection and information gathering have become both; easier and harder. Is that an oxymoronic statement? – Yes. Is it true? Also Yes. Why is that so? Because, while customers have embraced digital technologies to make collecting responses easier, they have become more aware and guarded about the information they are willing to share.

Recognizing Great Staff Performance Is Key to Improving Service Quality

CSM Magazine

Established in 2004, OmniServ employs over 5000 staff delivering ‘Legendary Service’ across a wide portfolio of aviation services. The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition. Recognition: Celebrate your customer service heroes. At OmniServ, our biggest single UK contract is with Heathrow Airport, where we deliver assistance for passengers classified as PRM — People with Reduced Mobility.

Restaurant Review Sites: The Ultimate Guide

ReviewTrackers

Founded in October 2004 in San Francisco, California, Yelp is the go-to site for diners looking to discover great places to eat. The Rise of Restaurant Review Websites. Managing restaurant reviews? So you should. In today’s age, diners can quickly become online critics. They’re posting online ratings and reviews of restaurants on multiple websites and making personal recommendations not only to their friends and family, but also to the whole world.

Create and Send a Net Promoter Score Survey to Measure Customer Loyalty

ProProfs Chat

First introduced in 2004 by Friedrich Reichheld, Bain & Company , and Satmetrix , it has been widely accepted by all industries over the past decade. The Net Promoter Score is an industry-wide standardized measure of customer loyalty. The Net Promoter Score is a simple-to-use tool that evaluates customer loyalty by asking them a single question, “how likely are you to recommend our product/service to a friend or colleague?” Customers answer this question on a scale of 0-10.

The Importance of Doctor Reviews on Yelp

ReviewTrackers

Yelp co-founder Jeremy Stoppelman came up with Yelp when he got sick in 2004 and found out that it was difficult to find any relevant information on doctors in the area. A survey from Software Advice showed that 72 percent of patients use online reviews as the first step when finding a new doctor. With enough reviews and a respectable online reputation, any doctor can use Yelp to acquire more patients.

Working in Partnership to Deliver Enhanced Customer Service

CSM Magazine

Blue Handling only officially launched in February 2019 and the new ground handling operation is already delivering outstanding service levels with a 90% improvement on performance and satisfaction levels compared with a year ago. Established in 2004, OmniServ employs over 5000 staff delivering ‘Legendary Service’ across a wide portfolio of aviation services.

Bad Data Series: Blockbuster Decided Not to Netflix and Chill

NetBase

And, as of April 2019, Netflix had over 148 million paid subscriptions worldwide , including 60 million in the United States. NetBase was founded in 2004 and has always been a leader in the space. Join us as we analyze memorably misinformed business decisions in our “Bad Data Series.” We’ll explore the many ways the wrong social analytics solution, offering inaccurate insight, could result in brands misunderstanding potential market opportunities.

New Customer Payment Options Take the Headache out of PCI Dss Compliance for Contact Centers

CSM Magazine

According to Verizon’s 2019 Payment Security Report , (PSR) there has been a negative trend globally for companies reporting full compliance with PCI DSS. While these statistics show improvement, when the PCI Security Standards Council first published the PCI DSS in 2004, it was expected that organizations would achieve effective and sustainable compliance within about five years.

Patient Feedback: A Strategic Guide

ReviewTrackers

“Though Yelp’s health reviews date back to 2004, more than half of them were written in the past two years. The Rise of Patient Feedback. Consumers today go online to “do their homework” when shopping for — well, literally anything. It can be dinner at a nearby restaurant, an executive suite in a hotel out of town, a fancy new dress or a brand new car… whatever.

Company-Wide Commitment Is Needed to Lead Customer Service Innovation

CSM Magazine

Established in 2004, OmniServ employs over 5000 staff delivering ‘Legendary Service’ across a wide portfolio of aviation services. Continuing with our special Customer Service Week series, OmniServ’s Samantha Saunders argues that to lead customer service innovation in an industry, you need commitment across the board. Leadership: Championing customer service.

Deliver Better Customer Service by Breaking Down Internal Barriers

CSM Magazine

Established in 2004, OmniServ employs over 5000 staff delivering ‘Legendary Service’ across a wide portfolio of aviation services. In the second of a special Customer Service Week series, Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ explores how cross-training staff improves morale, attitude and service delivery. Capability & Skills: Identifying and nurturing customer service skills in your organization.

Delivering Quality Customer Service to Disabled Passengers

CSM Magazine

Established in 2004, OmniServ employs over 5000 staff delivering ‘Legendary Service’ across a wide portfolio of aviation services. Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ shares the first of five special insights for Customer Service Week. Insight: Knowing your customer and how to deliver to them. At OmniServ, we deliver a wide range of services to a diverse group of customers in and around airports.

Partners

Optimove

The comany, founded in 2004, currently sends 50 million messages every month. Partners. Optimove has partnered with world-class vendors of marketing, customer communication and operations infrastructure platforms, to provide a true end-to-end solution for highly effective customer marketing. ActiveTrail helps businesses of all shapes and sizes turn customers into loyal fans with automated customer journeys and personalized email campaigns.

Conversations with Clients: Ding Yi (Allen), Ant Financial, Part 2

COPC

Ant Financial was officially founded in October 2014 and originated from Alipay, which was founded in 2004. “… the technology revolution (e.g., the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. Ding Yi (Allen), Director of Customer Service. COPC Inc. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial.

Conversations with Clients: Ding Yi (Allen), Ant Financial, Part I

COPC

Ant Financial was officially founded in October 2014 and originated from Alipay, which was founded in 2004. “… the technology revolution (e.g., the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. Ding Yi (Allen), Director of Customer Service. COPC Inc. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial.

Conversations with Clients: Ding Yi, Ant Financial, Part I

COPC

Ant Financial was officially founded in October 2014 and originated from Alipay, which was founded in 2004. “… the technology revolution (e.g., the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. Ding Yi (Allen), Director of Customer Service. COPC Inc. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial.

Client Interview Series: Ding Yi at Ant Financial

COPC

Ant Financial was officially founded in October 2014 and originated from Alipay, which was founded in 2004. “… the technology revolution (e.g., the cloud and AI) has made everything possible and brought the opportunity for a. re-establishment of industry standards.”. Ding Yi (Allen), Director of Customer Service. COPC Inc. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial.

Cultivating a Culture of Open Communication

Qualtrics

2004). One of the key building blocks to creating a truly exceptional employee experience is cultivating an environment where employees feel free to both share and receive open and honest feedback. By building a culture of open and trusted communication, we can create a more engaging, creative, and authentic workforce where employees feel deeply connected to the goals and objectives of the organization. Open Communication Definition.

The History of Facebook: From BASIC to Global Giant

Brandwatch CX

February, 2004 saw Thefacebook launch. By the end of 2004, membership was open to nearly all universities in the US and Canada and people were clamouring to sign up. On the 4th February Facebook turned 14 years old. Now one of the biggest companies in the world, it’s become an everyday fixture of millions of lives the world over. Businesses, too, have found their place from industry giants to the quaint cafe in a tiny town of a few hundred people.

Talkdesk CX Tour London: Preview with Adrian Swinscoe

Talkdesk

Shell went through some changes in 2004 and I left and decided I was going to try and do something a bit more independent. Justin Robbins: Hey everybody, it’s Justin Robbins here, and I recently had the opportunity to catch up with Adrian Swinscoe. Adrian’s a Forbes contributor, the author of an upcoming book called Punk CX, and more importantly, a speaker on the upcoming Talkdesk CX tour in London. Here’s our conversation, I hope you enjoy.

4 Lessons From Amazon’s Bungled TV + Shopping Integration

Kerry Bodine

I have an admission: Project Runway — the reality show in which aspiring fashion designers compete for big prizes that will help them launch their lines — has been one of my guilty pleasures since its debut in 2004. Amazon Studios filmed the show in the summer of 2019 and had to be in planning mode long before that. Note #1 — I’m posting this now because: It’s timely to the launch of Amazon’s new show Making the Cut , which premiered on March 27, 2020.