Recap – MaritzCX Hackathon May 2016

MaritzCX

“For Fortune 500s, it’s more than just a sleepover, it’s a change initiative,” – Sabeen Ali, AngelHack Last Thursday and Friday, Utah employees of MaritzCX held their first hackathon of 2016. MaritzCX and its software predecessor Allegiance have held hackathons at least once a year for the last few years. Starting this year, MaritzCX is planning. View Article

Best. Day. Ever.

MaritzCX

I thought of my unique interview experience when I first came to Maritz in 2006. When our Marketing department challenged us to come up with our Best Day Ever at Maritz stories, I thought back over the last seven years and had several different occasions come to mind.

Best. Day. Ever.

MaritzCX

I thought of my unique interview experience when I first came to Maritz in 2006. When our Marketing department challenged us to come up with our Best Day Ever at Maritz stories, I thought back over the last seven years and had several different occasions come to mind.

Best. Day. Ever.

MaritzCX

I thought of my unique interview experience when I first came to Maritz in 2006. When our Marketing department challenged us to come up with our Best Day Ever at Maritz stories, I thought back over the last seven years and had several different occasions come to mind. I can’t share all the details, but. View Article

What? Another Blog?

MaritzCX

Maritz Research launched its first blog, CoreCustomerMetric back in 2006. Just when you thought it was safe to venture online again, another research company has launched (re-launched) a marketing research blog. We’re not new to this. In fact, we’re way ahead of the pack. Led by Randy Brandt, our VP of Customer Experience and Loyalty, View Article

What? Another Blog?

MaritzCX

Maritz Research launched its first blog, CoreCustomerMetric back in 2006. Just when you thought it was safe to venture online again, another research company has launched (re-launched) a marketing research blog. We’re not new to this. In fact, we’re way ahead of the pack. Led by Randy Brandt, our VP of Customer Experience and Loyalty, View Article

Black Friday Shopping Brings Out The Worst In Us

Steve DiGioia

…no wonder why customer service is so bad – my rant! This original article was written by Steve DiGioia. We have turned into a group of inconsiderate, rude, thoughtless, disrespectful and egocentric miserable people.

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58 Incredible and Interesting Twitter Stats and Statistics

Brand Watch

Twitter was created in March 2006 by Jack Dorsey, Evan Williams, Biz Stone, and Noah Glass and launched in July 2006. Jack Dorsey sent the first ever Tweet on 21 Mar 2006. Jack (@jack) 21 March 2006.

You want talent, but can you manage it?

CX University

USPTO rolled out its pilot Telework Program in 1997, and the program was boosted in 2006 as a component of the Patent Hoteling Program (PHP) to help solve strategic concerns regarding office space requirements, responsiveness to changing technology and workloads.

How An Online Entrepreneur Got 120,000 Customers in 2 Years! - Frank Reactions

Tema Frank

Rakesh Soni, who emigrated from India to Canada in 2006 to do a Master’s Degree in Engineering at the University of Alberta, is well on his way to becoming one of the web’s next big online success stories. Rakesh Soni, who emigrated from India to Canada in 2006 to do a Master's Degree in Engineering at the University of Alberta, is well on his way to becoming one of the web's next big online success stories.

4 Ways Twitter Has Impacted Business

Think Customers

Since CEO and Founder Jack Dorsey sent the first Tweet on March 21, 2006 announcing that he's setting up his 'Twittr,' more than 1.3 Last Monday, Twitter celebrated its 10th birthday. billion of us joined the platform to express ourselves in 140 characters or less. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

7 things you should know about Customer Intelligence Summit keynote speaker Jeanne Bliss

Vision Critical

In fact, her first book, Chief Customer Officer: Getting Past Lip Service to Passionate Action , published in 2006, explored this new C-suite position. If you work in customer experience (CX), you probably already know Jeanne Bliss.

ChurnZero Becomes a HubSpot Connect Beta Integrator

ChurnZero

Since 2006, HubSpot has been on a mission to make the world more inbound. ChurnZero the real-time Customer Success platform announced that it has joined HubSpot as a Connect Beta Integrator. Today, ChurnZero announced that it has joined HubSpot as a Connect Beta Integrator. HubSpot, a leading growth platform, works with Connect integrators to help grow their business through listing and marketing and distribution resources to increase shared customers.

Cloud, Cloud, What Cloud Option do You Choose?

inContact

The term cloud computing dates back to 2006. Fast forward and there has been a phenomenal growth and evolution in this space. Every business understands the cloud imperative and their enterprise stack has very many flavors of cloud. Contact centers have traditionally been slow in cloud adoption, currently about 49% of contact centers have some form of cloud infrastructure. But, we do see the inflection point soon, where cloud will be overtaking premise.

5 Ways to Improve B2B Customer Engagement Through Omnichannel Tactics

Customer Bliss

The company was sold in 2006 to Avid Technology (Nasdaq: AVID). Guest Post by Robert C.

B2B 276

What is the best way to prevent customer failures?

Arie Goldshlager

I still find this 2006 Sloan Management Review article on How to Prevent Your Customers From Failing very timely. Please note particularly: “ Research indicates that about one-third of all service problems are caused by the customer.

46 Fascinating and Incredible YouTube Statistics

Brand Watch

On October 9, 2006, it was announced that YouTube would be purchased by Google for US$1.65 When YouTube first made its way onto the internet, few people realized how many hours of video we’d be watching years later.

Video 75

Improving Customer Experience Management in a State Government Agency

Customer Bliss

How do you transform a bureaucracy that was generations in the making? In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce.

Arizona Diamondbacks CEO Creates Fan-Centric Culture

Experience Matters

Hall joined the D-backs in May 2005 as Senior Vice President, Communications, was named president in September 2006 and CEO in January 2009.

Why you don’t get credit for great customer service – and how to make sure you do

NewVoiceMedia

A leisurely company standard like “we strive to answer all emails within 48 hours,” which may have been fine in 2006, shows a misunderstanding of what satisfactory customer service calls for in 2016. “Customer service—now that’s a dying art.” I hear this sentiment often, and my response is, “Uh … I’m not so sure you’re right about that.” I’m just not convinced that customer service is in particularly bad shape compared to how it was in the gauzy, dimly-remembered past.

Revisiting Convenience – Lessons from H20

Michelli Experience

Carbonated soft-drink per-capita consumption exceeded 50 gallons as recently as 2006. I’ll admit it I am fascinated by water. Not just any water…A very special water – the kind you find in a bottle. In fact, I think many great business lessons can be found in the world of bottled water. My water fascination dates back to at least 2011 when I wrote the following…. bottled water is truly a phenomenon of our time.

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Conversations become markets: The rise of online marketplaces and monetization of digital content

Susan Abbott

Followed by ODesk (2006) the two have since merged as Upwork.   Teachers Pay Teachers (founded in 2006), and its many imitators, opened the door to regular working people to monetize their intellectual property -- their knowledge and experience -- into passive income.

Make a Mouse: The Power of a Culture of Customer Experience Excellence

Michelli Experience

Lest you think, I see Starbucks in flawless ways I should note a similar missed example, which I chronicled in my first book about the company ( The Starbucks Experience ) written in 2006. I’ve often said anyone can create a mouse. All you have to do is put a copious quantity of food and cloth scraps on your floor and, over time, a mouse will appear. The same can be said for great service cultures.

Data Science Reveals 3 Problems with the NPS Dogma

Bob Hayes

In a compelling graph, Reichheld (2006) illustrates that companies with higher Net Promoter Scores show better revenue growth compared to companies with lower Net Promoter Scores. Still, other researchers (Morgan & Rego, 2006) have shown that other conventional loyalty measures (e.g.,

NPS 100

Celebrating 10 Years of the Lithosphere!

Lithium

Taking a job with Lithium in late 2006 made perfect sense as it allowed me an exciting opportunity to passionately coach both Community Managers and business stakeholders on how to use Community as a business solution. launched a legitimate Lithium community instance early in 2006. Call it the result of hasty enthusiasm of our little company back then in 2006, but our initial community instance failed to ignite. The Lithosphere: Through an Employee’s Eyes.

Customer Service Focus Fuels Unprecedented Growth for Synergy Automotive

CSM Magazine

Founded in 2006 by Paul Parkinson, who has amassed over three decades of industry expertise, Synergy Automotive provides B2B and B2C car leasing, contract hire and finance services.

The Quick Fix for Better CX

Customer Interactions

In a 2006 Bain study, 80% of companies surveyed claimed they offered a “great” customer experience. Some contact centers claim to prioritize customer satisfaction, but all they’re accountable for are operational metrics. The result of lip service? That only sounded impressive until Bain went on to survey the customers of those companies. Only 8% of those customers claimed to have received “great” service.

53 Incredible Facebook Statistics and Facts

Brand Watch

On September 26, 2006 , Facebook was opened to everyone at least 13 years old with a valid email address. 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.

Emotional Intelligence in Customer Experience Leadership

PeopleMetrics

It comes from psychologist Jonathan Haidt’s 2006 book, The Happiness Hypothesis , and it compares your emotional, automatic mental processes to an elephant—lumbering, inflexible, and massive. In a past job, my superiors were excited about what they called the “elephant-and-rider metaphor.”

How NPS was pioneered at Intuit & Sprint, with Brian Andrews – CB46

Customer Bliss

While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. Episode Overview. Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™.

Data Science Reveals 3 Problems with the NPS Dogma

Bob Hayes

In a compelling graph, Reichheld (2006) illustrates that companies with higher Net Promoter Scores show better revenue growth compared to companies with lower Net Promoter Scores. Still, other researchers (Morgan & Rego, 2006) have shown that other conventional loyalty measures (e.g.,

NPS 65

Social Media Solidarity for Strawberries After Sabotage Attempt

NetBase

According to Food & Beverage , “When spinach was recalled in 2006, consumers took over a year to return to previous spending patterns. We can all agree sabotage is bad – and no brand wants to find themselves at the center of a crisis.

CAIO or NO CAIO: Customer Experience Depends Upon Structuring People to Manage Information

Michelli Experience

It is this “same logic” that drew my support for the chief customer officer (CCO) concept around 2006. I first heard about “ it” in a Harvard Business article in 2016 and subsequently have been asked about “it ” by clients and colleagues alike. “ It” is yet another entrant into the C-suite. “It“ It“ (actually a she or he) is a Chief AI Officer (CAIO). That’s right a human Chief Artifical Intelligence Officer ( not a machine or robot occupying an executive office ).

J.W. Marriott’s approach to serving customers

Customer Enthusiast

Although I retired from the company in 2006, 21 years after his death, my customer service philosophy continues to be shaped by the founder’s words. When asked about his approach to work during an interview, the late J.W. Marriott, Sr.

Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’ Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

“U.S. Employee Engagement Reaches Three-Year High.” Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’

Beyond Philosophy

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2%

Who Tweeted It First: Customer Success Edition

Amity

— Adrian McEwen (@amcewen) November 22, 2006. — Tom Coates (@tomcoates) December 6, 2006. Working in Customer Success, we hear the same terms all the time: ARR, Churn, MRR, Retention, SaaS, etc. But have you ever found yourself wondering, “who tweeted it first?”

What is Customer Centricity DNA?

ClearAction

Indeed, the financials seal the deal: “the public FoEs (firms of endearment) returned 1,026% for investors over the 10 years ending June 30, 2006, compared to 122% for the S&P 500; that’s more than a 8-to-1 ratio! What is Customer Centricity DNA? Lynn Hunsaker.

Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine

ijgolding

Fortunately help is at hand – and has been since 2006. Unless you have been living in a cave, it will not have escaped your attention that a number of organisations around the world have been introducing a new job title. In fact, they have been doing so for quite some time.

Financial Service Organizations: A Guide to Credit Karma Reviews

ReviewTrackers

Founded in 2006, the website is known as a free credit and financial management platform, offering free credit scores, reports and insights, plus tools for identifying and disputing credit report errors.