Beyond Philosophy

APRIL 20, 2023

Expanding Too Quickly Around 2004, I made the mistake of thinking that my global Customer Experience Consultancy was about to experience rapid growth. They are gold…or, I should say, diamonds.

Conference 78

Conference Consulting Sales Culture 78

ijgolding

MARCH 20, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the third of the five (you can read the first – an interview with James Dodkins – here ; and the second with Chris Brown – here ). I started EarlyBridge in 2004.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

Team Support

SEPTEMBER 8, 2020

In this blog series, based on the whitepaper co-produced by ServiceXRG and TeamSupport, we explore how to position the investment in Support as a strategic value aligned to current business practices and target outcomes. In other words, effective B2B support forms the foundation for long-term successful customer engagements.

B2B 64

B2B Effort Score Customer Expectations Customer Satisfaction 64

Provide Support

MARCH 20, 2018

Although AI is yet to take over our lives in a formidable way, as projected in 2004 blockbuster movie- I, Robot , the technology is certainly pervasive. Published in Provide Support Blog , 2018. The post 4 Ways AI Will Transform Customer Experience appeared first on Live Chat, Customer Service Blog | Provide Support.

Customer Experience 53

Customer Experience Insurance Chatbots Customers 53

CX Journey

DECEMBER 11, 2018

I believe the latest edition was updated in 2004. The story takes you through several examples of how one CEO, who loves to lead and to manage, uncovered these three root causes and how he put them into practice at a couple different companies in different industries. Where everyone tells the truth and where trust and mentoring abound.

Leadership 151

Leadership Guidelines Travel Culture 151

Think Customers

NOVEMBER 2, 2014

Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights the individuals responsible for game-changing customer-focused strategies-- a truly unique event that honors the leaders who create innovative change in their organizations. 1to1Media.com/weblog.

Employee Engagement 70

Employee Engagement Loyalty Innovation Customer Engagement 70

Optimove

SEPTEMBER 5, 2023

According to the Bleacher Report , “each of the 18 teams that won the Super Bowl between 2004 and 2021 failed to win the following season.”  Extra Point: Chiefs’ Odds and Super Bowl  Chiefs were respondent’s top pick to win the Super Bowl, despite slim historical odds for back-to-back champions. Download the Report to Learn More !

Sports 52

Sports Survey Engagement Strategy 52

Team Support

NOVEMBER 10, 2020

This blog series highlights excerpts from four key concepts for using services to retain and grow recurring revenue. Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. Establish Service Programs Aligned to Customer Needs.

B2B 59

B2B Sales Customers Customer Success 59

Team Support

JANUARY 26, 2021

This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. Our customers know the TeamSupport tool. They create and update tickets, collaborate with other users, and access self-help and training resources through the Knowledge Base articles.”.

B2B 64

B2B e-support Knowledge Base Resources 64

Retently

JULY 28, 2023

If we are to look at the available research, we’d see that – back in 2004 – Forrester Research did a report that showcased how important a more centralized approach to the customer experience is. Yet, t he term Chief Experience Officer is relatively recent compared to a similar role – the Chief Customer Officer (CCO).

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

Avaya

JANUARY 24, 2018

An original MiFID was enacted in 2004, prior to the 2008 global financial crisis. The first fine for non-compliance of the 2004 MiFID directive was given out to Barclays for inaccurate transaction reporting. appeared first on Avaya Connected Blog. Barclays’ fines totaled £2.45 The post MiFID II: What Do You Need to Know?

Financial 46

Financial Government Banking Policies 46

Helen Dewdney

SEPTEMBER 13, 2019

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? Background to the faulty tumble dryers .

Government 52

Government Consumers Report Company 52

Avaya

JANUARY 26, 2018

This EU legislation serves as a much-needed upgrade from the original MiFID, enacted in 2004, and addresses key issues that resulted from the 2008 global financial crisis. Under the 2004 MiFID directive, there was no mandatory requirement to record communications involving client orders. Recording Regulations: Raising the Bar.

Financial 51

Financial Contact Center Call Recording Communication 51

Helen Dewdney

AUGUST 5, 2019

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

Financial 57

Financial Case Study Insurance Banking 57

Service Untitled

AUGUST 5, 2010

Service Untitled The blog about customer service and the customer service experience. It actually was a good opportunity for me to gather information for today’s blog. The incident happened during lunch time when many bank employees were out of the building. When Wachovia.

Customer Service Representative 41

Customer Service Representative Customer Service Banking Exercises 41

Service Untitled

MARCH 2, 2010

Service Untitled The blog about customer service and the customer service experience. photo credit: TheTruthAbout… Possibly Related Posts: No customer service for loan modifications In 2004, Missy and Keith paid $450,000 for their home, Exceptional Customer Service Starts at the Top – Are You Setting a Positive Standard?

Banking 41

Banking Call Center Government Financial 41

AWS Machine Learning

JUNE 13, 2023

Founded in 2004, BrainPad Inc. This was because some of the data sources contained information from internal blog posts, for example. This is a guest post by Dr. Naoki Okada, Lead Data Scientist at BrainPad Inc. To date, BrainPad has helped more than 1,300 companies, primarily industry leaders.

Chatbots 84

Chatbots User Experience System Study 84

Optimove

AUGUST 4, 2021

In his 2004 famous Ted Talk, Choice, Happiness and Spaghetti Sauce , Malcolm Gladwell talked about cluster analysis in marketing and helped to popularize the notion that marketing SHOULD be personalized. From a Wince to Delight.

Groups 87

Groups CRM Ecommerce Comparison 87

Michel Falcon Experience

APRIL 23, 2019

I spend a few hours a week studying other companies and use their stories as motivation to constantly strive to be better than we are today (as of writing this blog post our Net Promoter Score is 79). As you read this blog post, I suggest you think, “why not us?!”. What’s my secret? Why can’t WE lead our industry like this?

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

GlowTouch

MARCH 15, 2022

The Culture The Foundation was established in 2004 and is an extension of the corporate parent’s principle of Putting People First. And this is where the story of the GT Foundation begins, as the natural outgrowth of a company that sees success in business as the conduit for working within the surrounding communities.

Hospitality 52

Hospitality Resources Culture Groups 52

ReviewTrackers

JANUARY 1, 2018

Founded in 2004, San Francisco-based Yelp has collected approximately 102 million crowd-sourced reviews of businesses in a wide range of categories — from restaurants and hotels to dentists, boutiques, and mechanics. Launched in 2004, RateMDs has since collected over 2 million doctor ratings and reviews. General Review Sites.

Automotive 109

Automotive Hotels Travel Healthcare 109

Strativity

SEPTEMBER 22, 2015

As published in Focus: Customer by Lior Arussy, 2004. While the methods of delivering exceptional Customer Experiences are ever-evolving, the core ideals, messages, and concepts behind them will be relevant for years to come. At The Heart of Commoditization, or What Happened to the Chocolate on the Pillow?

Customer Experience 40

Customer Experience Customers Customer relationships Customer Centricity 40

BirdEye

MAY 19, 2023

In this blog, we’ll demonstrate the powerful benefits of a feedback loop, along with real-life examples so you can leverage methods for continuous improvement. By hyper-focusing on customer experience and balancing feedback loops with innovative products, Apple grew exceptionally fast, from $8 billion in 2004 to $394 billion in 2022.

Examples 52

Examples Feedback Net Promoter Score Effort Score 52

Strativity

SEPTEMBER 22, 2015

As published in Focus: Customer by Lior Arussy, 2004. While the methods of delivering exceptional Customer Experiences are ever-evolving, the core ideals, messages, and concepts behind them will be relevant for years to come. At The Heart of Commoditization, or What Happened to the Chocolate on the Pillow?

Customer Experience 40

Customer Experience Customers 40

Horizon CX

DECEMBER 31, 2018

But do we really need to keep reading article upon article and blog upon blog about how to create a customer journey map? There’s enough “how to” out there to sink a ship, but not enough about the “why.” In the words of Simon Sinek, “People don’t buy WHAT you do; they buy WHY you do it.”.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Esteban Kolsky

APRIL 13, 2015

I’ll make it easy – I cannot contribute something worthwhile to the second one in a blog post; it is a very customized-personalized thing that changes from one to the next and whoever says different is just selling you a — well, their services. the proper way to fund and support a startup. Still, no one cared.

CRM 60

CRM Training Marketing Technology 60

Beyond Philosophy

APRIL 2, 2020

I wrote a book in 2004, Revolutionize Your Customer Experience , that showed the four customer-centricity orientations that organizations have, which range from Naïve to Natural. The Peak End Rule requires organizations to ask what emotions they want to evoke in their customer experience. They naturally put customers first.

Retail 159

Retail Training Brands Examples 159

Beyond Philosophy

MAY 8, 2019

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.

Net Promoter Score 155

Net Promoter Score Insurance Call Center Training 155

Optimove

AUGUST 15, 2019

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. Researchers presented shoppers at an upscale supermarket with jam displays and free samples in various sizes.

Travel 45

Travel Study Technology Marketing 45

Beyond Philosophy

FEBRUARY 3, 2015

This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. There are so many options that it can delay a decision. What call to action techniques have you seen work for you? I would be interested in your comments below.

CEM 60

CEM Retail Consulting Conference 60

ijgolding

NOVEMBER 17, 2016

KS: My foray into the CX discipline came about in 2004 quite by chance when, after years of serving in customer-facing roles, I received an offer I couldn’t refuse—to manage the Voice of the Customer program of a US-based B2B organization. This post originally appeared on the CXPA Blog on November 10, 2016.

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

Clicktools

JANUARY 6, 2017

Your customers born between 1982 and 2004 is now about 25% of the total population. Practice these tips and you’ll be ahead of the game, right out of the gate. Mind the millennials. Keep your eye on this demographic. Your feedback and CX efforts must be geared to meet the expectations of this tech savvy and attention-limited group.

Tips 58

Tips Customer Journeys Multi-Channel Gamification 58

ReviewTrackers

NOVEMBER 27, 2018

Founded in 2004, San Francisco-based Yelp has collected approximately 171 million crowd-sourced reviews of businesses in a wide range of categories, from restaurants and hotels to dentists, boutiques, and mechanics. Why Claim Your Yelp Business Page? An excellent tool is bit.ly , which, apart from creating custom URLs (bit.ly/HoraciosTacosChicago,

How To 92

How To Social Media Hotels e-support 92

Customer Enthusiast

MAY 27, 2015

It was in Scottsdale, Arizona in 2004. Whether you’re developing a presentation, writing a blog post, shooting a video, recording a podcast, or crafting a corporate mission statement, consider these principles and ways that you can apply them to make your ideas memorable. Stories: The presentation itself was a story.

Groups 40

Groups Retail Video Course 40

Customer Enthusiast

MAY 27, 2015

It was in Salt Lake City, Utah in 2004. Whether you’re a developing a presentation, writing a blog post, shooting a video, recording a podcast, or crafting a corporate mission statement, think about these principles and ways that you can apply them to make your ideas memorable. Stories: The presentation itself was a story.

Groups 40

Groups Retail Video Course 40

Feedbackly

SEPTEMBER 26, 2018

Looking at Google’s search trends since 2004, we can see a steady increase in search popularity with a slight exponential curve – indicating that the interest will continue to grow more every year. We’ve already created a blog post to help you pick the best CX tool to collect Feedback. For good reason too.

Customer Experience 56

Customer Experience Social Media Feedback Customers 56

Retently

OCTOBER 19, 2018

If we are to look at the available research, we’d see that – back in 2004 – Forrester Research did a report that showcased how important a more centralized approach to the customer experience is. According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization.

Chief Customer Officer 83

Chief Customer Officer Customer Centricity Call Center Metrics 83