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ROI and the Secure Customer Index (SCI)

Horizon CX

The head of sales and marketing and the head of services aligned with all the reasons why Customer Satisfaction and Loyalty had to be the company’s number one operating pillar. In 2004, D. The issue at hand was the conflict that debated the company priority: Customer Satisfaction or quarterly numbers. Randall Brandt at Burke, Inc.

ROI 130
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Part 3: The Strategic Role of B2B Customer Support

Team Support

Because so many customer support requests are related to “how-to” type issues, Support is inevitably in the position to help customers quickly and completely deploy the technology they have purchased and as such will continue to be the foundation for post-sale customer interactions.

B2B 89
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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.

Course 113
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Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology.

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Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology.

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

Travel 45
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Guest Blog: Becoming a Blockbuster?

ShepHyken

Back in 2004, Blockbuster had 60,000 employees, 9,000 stores and appeared invincible. Online sales are expected to grow to more than $400 billion by 2018. Ted Janusz is a master facilitator with Shepard Presentations and The Customer Focus. In fact, at one point, a new store was becoming a Blockbuster every 24 hours.

Retail 79