CX University

SEPTEMBER 18, 2018

We look at four case studies of some of today’s most successful organizations, analyzing how they achieve these cornerstones through engagement, in all cases finding the same, ineluctable linkage between leadership, employees and market environment. Quicken Loans stabilized its workplace culture with a strong employee referral program.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Storyminers

APRIL 6, 2020

Even though companies are usually taking a step back in times of crisis (for example, during the global economic recession of 2007-2009), this case is totally different. The media might be more inclined to show what a large corporation has done, but even if you are a start-up, with no marketing strategy or whatsoever, you can still help.

Brands 147

Brands How To Policies Course 147

Michel Falcon Experience

APRIL 11, 2019

Earlier this year, Jayson Gaignard, WeWork and I hosted a fireside chat where Jayson interviewed me about my People-First Culture book. Company culture, customer experience, and employee engagement, and how all those three work together to build an admired, profitable company. How was the culture at 1-800-GOT-JUNK?

Culture 60

Culture Leadership Hospitality Meeting 60

ShepHyken

MAY 10, 2022

How to Use TikTok for Marketing and Customer Service. Quotes: “TikTok in 2022 is Facebook in 2007. About: Dennis Yu is a Digital Marketer, Speaker, Agency Builder and the CEO BlitzMetrics. The Ultimate TikTok Guide for Business . They discuss how businesses can use TikTok to promote their brand and enhance customer experience.

Advertising 88

Advertising Social Media Video B2B 88

ShepHyken

MAY 28, 2023

In a Tumultuous Market, Target Companies That Always Put the Customer First, Cramer Says by Julie Coleman (CNBC) In times of market turbulence, CNBC’s Jim Cramer advised investors on Tuesday to focus on companies that make customer service their core philosophy. Here are my top five picks from last week.

Customer Service 64

Customer Service Hospitality Customer Centricity B2C 64

West Monroe

MARCH 29, 2022

What is the main difference between market makers and market takers? Apple, the prime example of a market maker, consistently creates products that consumers never imagined they needed. The market takers, on the other hand, don’t necessarily create value on their own. Tangible value.

Leadership 98

Leadership Consulting System Marketing 98

Alida

DECEMBER 15, 2016

In 2013, the average M&A deal was valued at $224 million —a significant jump from 2007’s $42 million. When health systems merge, however, there’s a high risk of culture mismatch, putting undue stress on your employees. Between 2009 and 2013, annual hospital deals have increased 14 percent. Conclusion.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

CX Journey

MAY 19, 2016

2007-09-08 Today I'm pleased to share a guest post by Paul Laughlin. The fact that market or customer research often still sits in a department from data and analytics teams can exacerbate the problem. At the start of 2016, a number of data and marketing leaders were asked for their predictions about key themes for the year.

Analytics 105

Analytics Culture Data Customer Insights 105

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Aimee is a Certified Customer Experience Professional (CCXP) and a graduate of the University of Notre Dame with a degree in marketing management. Annette Franz. Barry Dalton.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Amity

FEBRUARY 10, 2017

Oracle Marketing Cloud offers a complete suite of powerful solutions that provide marketers with a comprehensive view of customer interactions, orchestrating the right experience for each customer and helping attract ideal customers that spend more, stay loyal, and become brand advocates. Brief won’t be easy, but I can try!

Customer Success 48

Customer Success Marketing Effort Score Net Promoter Score 48

Natalie Petouhof

MARCH 6, 2017

Winning leaders have realized the value of a strong and effective culture as a crucial, competitive advantage. The speakers will share research, insights and strategies for building the culture of a company that magnetically attracts the top talent. I’ve written return on investment models for the value of human capital.

Culture 40

Culture Company Competitive Advantage Conference 40

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Aimee is a Certified Customer Experience Professional (CCXP) and a graduate of the University of Notre Dame with a degree in marketing management. Annette Franz. Barry Dalton.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

MAY 8, 2019

These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). This area is marketing’s job. The third piece is you’ve got to bring people on board with your plan from a cultural perspective. It’s as simple as that.

Net Promoter Score 155

Net Promoter Score Insurance Call Center Training 155

West Monroe

MARCH 29, 2022

What is the main difference between market makers and market takers? Apple, the prime example of a market maker, consistently creates products that consumers never imagined they needed. The market takers, on the other hand, don’t necessarily create value on their own. Tangible value.

Leadership 52

Leadership Consulting System Marketing 52

West Monroe

MARCH 29, 2022

What is the main difference between market makers and market takers? Apple, the prime example of a market maker, consistently creates products that consumers never imagined they needed. The market takers, on the other hand, don’t necessarily create value on their own. Tangible value.

Leadership 52

Leadership Consulting System Marketing 52

ijgolding

JUNE 25, 2018

In 2007 (11 years ago by my calculations), Kirk Kazanjian famously wrote a book about Enterprise Rent a Car. Thrive during tough economic times by bringing new advantages to the market. ? Although I was not a customer of Enterprise in 2007, it is highly likely they were a shining beacon of customer centric behaviour back then.

Customer Centricity 192

Customer Centricity Industry Customers Loyalty 192

Heart of the Customer

SEPTEMBER 11, 2014

The report simulates a CX Believer, a CX Non-Believer, and compare the results with the S&P 500 in stock purchases from 2007 through 2013. The CX Leaders returned 77.7%, more than 50% better than the market average. Not great, but we did have the Great Recession during that time. The CX Laggards lost 2.5% over 7 years.

Customer Experience 132

Customer Experience Net Promoter Score Report Loyalty 132

Confirmit

DECEMBER 17, 2018

Experts say this trend has been enabled by a job market that is hot AF. While the hot job market is a nice little something we can blame for this trend, the truth is the job market is simply giving employees an easy out! That way of thinking is sooooo 2007! Employee ghosting has a lot of employers totally shook !

Trends 40

Trends Culture Feedback Training 40

Customer Guru

MARCH 7, 2018

BookMyShow is India’s largest entertainment ticketing portal today, launched in Aug 2007 as India’s first ticketing aggregator. BookMyShow has been redefining this industry for many years as market leaders in looking to grow this segment. In today’s competitive global market, being good at CX is not good enough.

Customer Engagement 62

Customer Engagement Net Promoter Score Entertainment Engagement 62

ReviewTrackers

APRIL 27, 2017

The founders of boutique and luxury hotel booking platform Mr. & Mrs. Smith say that word of mouth is the best form of marketing, according to Skift. “I think advocacy is still the best marketing,” James Lohan, co-founder of Mr. & Mrs. Smith, said at the Skift Forum Europe. Get the Guest Talking.

Healthcare 50

Healthcare Insurance Hotels Hospitality 50

Customer Guru

JANUARY 3, 2018

When we started the journey of Cloudnine in 2007, we did not have any great ambition of growing beyond one unit. 1% of the actual market available. From 2007, the way in which “word of mouth” can be propagated has changed with the onset of digital media. Back then, there were about 400 deliveries a day in Bangalore.

Customer Centricity 95

Customer Centricity Healthcare Hospitality Management 95

ShepHyken

JANUARY 17, 2020

This week we feature an article by Bill Cates, author of Beyond Referrals , Radical Relevance , and the founder of The Cates Academy for Relationship Marketing. The external experience that we are able to provide to our customers is a reflection on our own internal culture of a great work-place experience.”. You betcha.

Industry 109

Industry Customer Experience Resources Retail 109

Wired and Dangerous

MAY 5, 2021

Market control based on a comprehensive series of negotiated agreements between business and the labour force. Employer benefit — Contract-to-hire placements offer companies the opportunity to assess a workers technical skills, soft skills, and cultural fit before extending an offer of full-time employment.

Insurance 91

Insurance Government Policies Communication 91

GlowTouch

JUNE 24, 2021

GlowTouch’s mobile app development team works with mid-market companies to create certified and secure mobile applications. At GlowTouch, we’ve been developing mobile apps since 2007 for a multitude of industries, including retail, healthcare and finance/banking. Why GlowTouch? Scalability.

Social Media 52

Social Media Roadmap User Experience Healthcare 52

SurveySensum

JULY 14, 2020

She strongly believes that corporate culture and employee experience directly impact customer experience. He has 25 years of experience on the leading edge of digital transformation, social, and marketing strategy and has previously worked at American Express, Prudential Financial, USAA, and Forrester Research in senior roles.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Confirmit

JULY 11, 2017

These days there are specialist teams not only in our Russian offices, but in the US, Canada, Oslo and Grimstad, all focused on ensuring that Confirmit stays at the forefront of Market Research and Customer Experience technology. Back in 2007, the idea of being acquired by this larger company from Oslo was pretty daunting.

Training 40

Training Roadmap Technology Culture 40

Confirmit

JULY 11, 2017

These days there are specialist teams not only in our Russian offices, but in the US, Canada, Oslo and Grimstad, all focused on ensuring that Confirmit stays at the forefront of Market Research and Customer Experience technology. Back in 2007, the idea of being acquired by this larger company from Oslo was pretty daunting.

Training 40

Training Roadmap Technology Culture 40

Michel Falcon Experience

JANUARY 16, 2017

I still remember the day in 2007 when I committed to understanding customer experience management and how it grows businesses. For example, Jordan, our Marketing Coordinator, wanted to learn how to manage his time better. What is the ‘culture of learning’ like in your company? While working at 1-800-GOT-JUNK? ,

Hospitality 60

Hospitality Study Airlines Culture 60

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. They market, and create experiences, within the branded vision. In his 2010 book, Marketing 3.0: are all thought out for consistency.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Brandwatch CX

JANUARY 25, 2019

April 2007: 20m. July 2007: 30m. October 2007: 50m. In May 2007, Facebook open their Marketplace, which lets users post classifieds to sell products and services. By the end of 2007 over 100,000 companies had signed up, with Facebook launching Pages for Businesses to support this. Cleaning up the timeline.

Advertising 88

Advertising Financial Video Report 88

Service Untitled

JULY 17, 2013

What keeps a company in business in today’s competitive retail market? Walmart’s dismal customer service scores drive customers away Since 2007, Walmart department and discount stores repeatedly have been. Culture Customer Satisfaction Customer Service Employees Proactive Specific Companies'

Fashion 51

Fashion Apparel Social Media Retail 51

Michel Falcon Experience

MARCH 12, 2019

I do not have enough confidence to stand on the stage and give you guys theory that I haven’t tried, I haven’t tested, and aren’t orange true, so I’m going to introduce you to something called the people first culture, the three piece strategy, some micro customer experiences.

Culture 12

Culture Employee Engagement Company Engagement 12

C Space

JULY 23, 2021

Consciously at times—and at other times unconsciously—I have captured signs of a seismic shift in our culture. The fact that many of the images in this book appear to be of worlds of wealth and belie their reality is precisely the point for both the subjects and for the image-maker (me) in an image-based culture. ith bewigged coachman.

Culture 52

Culture Financial Social Media Entertainment 52

Wired and Dangerous

MAY 5, 2021

Contracts that provide credit, technology, inputs, information, extension services, and risk mitigation help producers to improve production efficiency; develop commercial culture and augment income and employment (Patrick 2004).

Government 91

Government Financial Sales System 91

Magellan Solutions

SEPTEMBER 6, 2015

The Americas remain the biggest client for the Philippine outsourcing industry accounting for more than three-quarters (65 percent) of the domestic BPO market. From a cultural perspective, the United States and Philippines have a strong bond dating back to the 1800s. billion BPO industry in the Philippines.

Call Center 40

Call Center Industry Culture Banking 40

CX Workout - Ideas Blog

DECEMBER 22, 2020

Academic research has shown that evoking gratitude across customers or buyers leads to valuable behavioral outcomes such as positive word of mouth or recommendation (Soscia, 2007) and increased purchase intentions (Palmatier et al., Indeed, there is a market shift in standard emotional responses to brand experiences in 2020.

NPS 52

NPS Financial Survey Effort Score 52

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. Service Culture Book. Personalization’s relationship to culture fit. Or does personalization, but up against cultures?

Employee Engagement 52

Employee Engagement Engagement How To Survey 52