CX Journey

MARCH 13, 2018

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. Remember that this was 2005. Why does the gap exist?

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

ShepHyken

MAY 15, 2023

Look at the companies you love and why you love them. Identify what you love about those companies that you can start doing with your team. Jesse Cole’s latest book, Bannana Ball: The Unbelievably True Story of the Savannah Bannanas , just came out May 18, 2005. In Banana Ball , each game lasts no more than 2 hours.

Entertainment 62

Entertainment Social Media Culture Customers 62

Inbenta

SEPTEMBER 30, 2023

Inbenta is actively working with companies across industries to fine-tune its solutions for both the corporate and end-user. About Inbenta Founded in 2005, Inbenta ( www.inbenta.com ) is a global AI platform purpose-built to optimize customer experience.

Banking 52

Banking Financial Ecommerce Chatbots 52

Micah Solomon

OCTOBER 9, 2018

When you become good at customer service recovery, your company will experience a wonderful bonus in terms of customer engagement and loyalty. Develop a company language lexicon. Perhaps in 2005 it was okay to take 24 hours to respond to a customer email. Here are four examples: a) Discouraged: ‘‘You owe.’’. and so forth.

Customer Experience 264

Customer Experience Self Service Customer Service Hospitality 264

Kerry Bodine

APRIL 30, 2019

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? Event #2: Social media went mainstream.

Net Promoter Score 149

Net Promoter Score Customer Experience Social Media NPS 149

Kerry Bodine

APRIL 30, 2019

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? Event #2: Social media went mainstream.

Net Promoter Score 149

Net Promoter Score Customer Experience Social Media NPS 149

CSM Magazine

MARCH 16, 2022

Founded in 2005, Quora Group works nationwide with a range of clients across the public and private sector. The £10 million turnover company operates a fleet of more than 20 Ford Transit Custom vans for its mobile engineers. It has been a big advantage for us in terms of winning and delivering these public sector contracts.”.

Groups 52

Groups Customer Relationship Management CRM Healthcare 52

Daniel Group

AUGUST 1, 2023

In an upcoming blog, I plan to outline one outcome measure companies should consider a critical CX performance measure. We started work with our first dealer in 2005 because management wanted to (1) know what customers thought about their service and (2) identify ways to improve it. Following are some things we have learned.

Measurement 52

Measurement NPS B2B Groups 52

Clarivate

MAY 8, 2023

The ‘If I Knew Then What I Know Now’ panel has for 15 years been a staple of the annual conference , which brings together biotech companies and investors in London for networking, company presentations and plenary discussions. You have to be patiently impatient,” he said. It’s a lesson in doing things too early,” said Martin.

Conference 52

Conference Healthcare Banking Leadership 52

ShepHyken

OCTOBER 5, 2021

Shep Hyken interviews Daniel Fallmann, founder of Mindbreeze , a tool that helps companies capture a holistic view of their customers’ data. Companies need to arm their frontline customer service teams with technology that empowers them to offer a better customer experience.” A Holistic View of the Customer.

Customer Service Representative 78

Customer Service Representative Customer Satisfaction Knowledge Base Technology 78

Magellan Solutions

OCTOBER 5, 2018

The Philippine-based business process outsourcing company Magellan Solutions had hit another milestone in time of its 13th-anniversary celebration. Fred Chua, the company’s chief executive officer, announced that the number of Magellan Solutions’ employees continue to grow which means that new accounts keep coming in.

Call Center 69

Call Center Contact Center Culture Company 69

Horizon CX

OCTOBER 2, 2023

The Experience Gap is Alive and Kicking The experience gap (delivery gap, Bain & Company, 2005) is well known: 80% of CEOs say they deliver great experiences, whereas only 8% of customers agree. The companies in which I’ve worked at the frontline are all successful, respected brands, and profitable leaders in their markets.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

Strativity

AUGUST 15, 2018

5000, an exclusive ranking of the nation’s fastest-growing private companies. If your company is on the Inc. Founded in 1979 and acquired in 2005 by Mansueto Ventures, Inc. 5000 is a list of the fastest-growing private companies in the nation. Strativity is an LRW Group company. Being recognized on the Inc.

Groups 40

Groups Company Conference Customer Experience Design 40

Daniel Group

NOVEMBER 20, 2023

Since 2005, The Daniel Group has partnered with B2B clients to improve their customer experiences. However, these changes only take the company so far. Among those companies that continue to improve and perform at a high level, they either started with a great culture or worked to improve it over time.

Culture 52

Culture B2B Industry Guidelines 52

Oracle

AUGUST 15, 2019

Before Payoneer was founded in 2005, the world primarily transacted on paper and land lines. Despite the Internet’s rising popularity, companies were often limited by geographic and market constraints. But its customers’ communication preferences are dynamic, and the company constantly assesses emerging channels.

Tips 103

Tips Brands Self Service How To 103

Customer Bliss

DECEMBER 20, 2018

A lot of companies institute loyalty programs, and though there’s nothing inherently wrong with them, Dan goes on to explain how injecting spontaneity in lieu of the loyalty card system becomes less of an expectation or entitlement and more of a nice treat for the customer. POWER MOMENTS CAN INCLUDE SPONTANEITY. He lives in Durham, NC.

Customer Experience 147

Customer Experience Chief Customer Officer Loyalty Programs Loyalty 147

Circular Edge

JANUARY 7, 2019

2005: Mike is working at ABC Realty, a real estate investment trust. He is responsible for closing the accounting period for his 100+ companies in different regions with various closing schedules every month. Once Mike gets the email, he logs into his enterprise applications and closes the accounting period for each company.

Government 40

Government Financial Tools Resources 40

Circular Edge

JANUARY 7, 2019

2005: Mike is working at ABC Realty, a real estate investment trust. He is responsible for closing the accounting period for his 100+ companies in different regions with various closing schedules every month. Once Mike gets the email, he logs into his enterprise applications and closes the accounting period for each company.

Government 40

Government Financial Tools Resources 40

Daniel Group

JULY 27, 2023

We started work with our first dealer in 2005 because management wanted to (1) know what customers thought about their service and (2) identify ways to improve it. Net Promoter ® , NPS ® , NPS Prism ® , and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Following are some things we have learned.

NPS 52

NPS Net Promoter Score Effort Score Groups 52

Daniel Group

JULY 27, 2023

We started work with our first dealer in 2005 because management wanted to (1) know what customers thought about their service and (2) identify ways to improve it. Net Promoter ® , NPS ® , NPS Prism ® , and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Following are some things we have learned.

NPS 52

NPS Customer Experience Net Promoter Score Effort Score 52

CSM Magazine

JULY 29, 2021

Addepto is one of the top data science and AI consulting companies operating in over 12 countries. With Addepto’s help, your company will make the most of NLP. Deeper insights is an award-winning NLP and machine learning company based in London. It’s a US-based company that was founded in 2005. SoundHound.

Social Media 98

Social Media Financial Consulting Analytics 98

Beyond Philosophy

MARCH 16, 2023

With so many companies concentrating on investing resources in customer experience management, with all the technology and tools in use to make it easier than ever before, why don’t we see the opposite? Customer perceptions and attitudes about the experiences that they’re having with companies are dynamic.

Customer Satisfaction 89

Customer Satisfaction Effort Score Competitive Advantage Self Service 89

ShepHyken

FEBRUARY 21, 2022

TechCrunch) Soul Machines, a New Zealand-based company that uses CGI, AI and natural language processing to create lifelike digital people who can interact with humans in real time, has raised $70 million in a Series B1 round, bringing its total funding to $135 million. Are Lifelike Digital Humans the Future of Customer Experience?

Customer Service 69

Customer Service Customer Retention Customer Satisfaction Social Media 69

Experience Matters

DECEMBER 22, 2014

Hall joined the D-backs in May 2005 as Senior Vice President, Communications, was named president in September 2006 and CEO in January 2009. as “the best workplace in sports” and named the “Most Admired Company for Workplace Culture” by AzBusiness Magazine and BestCompaniesAZ for the seventh consecutive year.

Culture 313

Culture Sports Employee Engagement Leadership 313

Magellan Solutions

SEPTEMBER 13, 2016

Its formal operations started in August 2005 as an inbound call center with just 14 agents and 1 team leader from its first office. One of Magellan Solutions’ key quality or value that its clients benefit from is its ability to achieve a mutual business growth for its clients and the company.

Telecommunications 81

Telecommunications Culture Call Center Industry 81

Comm100

MARCH 2, 2022

It is typical for a company performing well against its internal metrics to encounter customer feedback that indicates dissatisfaction. The old chestnut statistic from a 2005 Bain study revealed a “delivery gap” where 80% of companies believe they provide superior proposition, but only 8% of those companies have customers who agree.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

ijgolding

MAY 21, 2018

Toys R Us stores today look almost exactly as they did when the company was founded in 1948! Retail, in general, is an industry that contains companies completely failing to continually reassess their ‘why’, as marketing guru Simon Sinek would say. The business I was recruited by in 2005 was called ‘Littlewoods’.

Retail 186

Retail Leadership Case Study Financial 186

Michelli Experience

JANUARY 24, 2017

The company is called Girls Auto Clinic (GAC) located at 7425 W Chester Pike in Upper Darby, Pennsylvania. In 2005, W. I wouldn’t doubt we will see a chain of GAC repair shops emerging in the future and while that’s happening I hope their business acumen will help your company grow and prosper as well.

Customer Centricity 100

Customer Centricity Automotive How To Social Media 100

Beyond Philosophy

OCTOBER 12, 2023

We’ve been doing it since 2005, so we know how to do it and how long it takes, which is about three months. The end users hated the company because of all the problems the installation caused and the late hours they had to work. Here’s another example.

Healthcare 89

Healthcare Resources System Banking 89

Alida

DECEMBER 19, 2017

a provider of multi-platform advertising solutions to the media industry, and a decade at AOL, which she joined in 1999 and served as the company consolidated advertising businesses. After 15 years at AOL, her next big decision was to raise her hand to become president of one of AOL’s subsidiaries, Advertising.com, in 2005. “It

Advertising 100

Advertising Industry Measurement Course 100

Daniel Group

JULY 17, 2019

Organizational Development and the Strengths Revolution: A Guide to Leading Change and Transformation, Wiley and Son, 2005). In some situations, such as a struggling company, this is appropriate. But in other, less stressful, situations, such an approach causes managers to overlook inherent company strengths.

Employee Engagement 83

Employee Engagement Engagement Culture Groups 83

CX Journey

JANUARY 2, 2019

It's about time that companies start focusing on the employees. The #CX Perception Gap There’s this thing called the customer experience perception gap; it was uncovered by Bain back in 2005, and they referred to it as a "delivery gap." What should companies be focusing on? How Do We Ensure Employees are Happy and Engaged?

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

Alida

DECEMBER 15, 2016

If you’re an executive working in health care, here are a few things to consider as you evaluate opportunities to merge, acquire or partner with other companies in the industry. As health systems consolidate, it makes sense to see what companies in other industries have done and apply relevant lessons to your own company.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

CX Journey

JANUARY 30, 2019

You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. Too many companies stop short of action, and it's where many transformation efforts fail. I've mentioned the CX Perception Gap before, right?

Strategy 151

Strategy Customer Experience Metrics Guidelines 151

Helen Dewdney

JANUARY 31, 2022

These regulations, in place since February 2005, entitle passengers to significant rights if their flight is delayed, cancelled or they are denied boarding. Consumers can take a complaint to an ADR provider and the company is bound by the decision, although the consumer isn’t. Aviation Consumer Policy Reform consultation.

Government 59

Government Airlines Travel Consulting 59

CSM Magazine

APRIL 25, 2022

These days, many small business owners use digital tools to manage virtually every aspect of their company, including key pieces of customer data. Many companies use key pieces of consumer data to create personalized marketing strategies. As a result, they seek out companies with robust cybersecurity systems that protect their data.

Data 52

Data How To Policies Financial 52

Confirmit

FEBRUARY 5, 2020

A lot has changed in the world of CX since the ACE Awards first launched in 2005. As companies race to meet increasing customer demands, advancements in digital technology help to meet their customers’ expectations. Voice of the Customer Voice of the Employee Company. Not least, its name!

Customer Voice 52

Customer Voice Tips Meeting Feedback 52