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.

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?

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

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.

Course 141

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. All machines affected were manufactured between April 2004 and September 2015.

Whirlpool gets proactive about recalls – At last!

Helen Dewdney

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. On 12 June 2019 I wrote a blog post The end of the spin cycle?

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.

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.

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.

Hotels 103

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.

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.

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.

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.

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.

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?”.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.”.

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.

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.”.

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.”.

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.

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.”.

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.

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.

The Power of Moderation – A 2020 Perspective

Horizon CX

In an MIT Sloan Management Review article published in 2004 entitled (coincidently enough) The Power of Moderation, author Herve Laroche discusses the downside of being a high-involvement individual within an intensity-driven organization and what he sees as the need for more moderate adherence. December 27, 2019. Here we are—January 2020—another new year just beginning—and an election year as well. Excitement abounds.

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.

A Perspective and a Prospective on CX

Horizon CX

What changes in CX are in store for 2019: I think we are hitting a plateau in CX to some extent. With rumors around a recession coming in 2019, that might be giving some organizations the jitters and investments in some areas of CX might be held off over the coming year.