Gainsight

NOVEMBER 1, 2022

If you’re my age (or older), you probably remember exactly where you were and how you felt when the last Great Recession hit in 2008. And while the economic and geopolitical uncertainty doesn’t look like it’s going away anytime soon, I’m making a bold prediction about the future of SaaS: 2022 will not be a repeat of 2008.

B2B 52

B2B B2C Software Customer Success 52

Strativity

MAY 30, 2018

The stock market hasn’t been this volatile since the 2008-2009 Financial Crisis. Annualized, this is the most movement of such magnitude since 2009. For our index, we took firms in the Top 25 in this ranking that met the following criteria: The company had to have at least 10 years (2009 to 2018) of publicly traded stock prices.

Customer Experience 58

Customer Experience Marketing How To Return on Investment 58

Forrester's Customer Insights

APRIL 21, 2020

The headline was that the world’s real GDP would fall by 3% in 2020, which is a much steeper drop than in the 2008–2009 recession. Last week, the International Monetary Fund (IMF) issued its April World Economic Outlook report.

Report 28

Report Marketing 28

CSM Magazine

DECEMBER 6, 2021

In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. Retailers are already feeling the effects of pandemic-related seasonal headwinds, putting pressure on consumer confidence, full-time and temporary staff, and the supply chain. The Great Resignation is also upon us.

Tips 97

Tips e-support Customer Journeys Contact Center 97

Beyond Philosophy

JULY 19, 2018

Thaler and Sunstein, 2008, 2009). New Haven: Yale University Press, 2008. And … these behavioral tendencies toward doing nothing will be reinforced if the default option comes with some implicit or explicit suggestion that it represents the normal or even the recommended course of action.” < [link] > Thaler, Richard H.,

Policies 199

Policies Customer Centricity Government Video 199

Customer Bliss

APRIL 11, 2017

While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. Elements that once took six weeks could be finished in four hours now, and it began a career-long focus on transformation and change. He has an MBA from Purdue University. The Origins Of Net Promoter Score.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Retently

JULY 28, 2023

It was only in 2008 that the Chief Customer Officer position started being recognized as an important role within a company. According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Customers Rock!

APRIL 14, 2010

A recent report that caught my attention is Watermark Consulting’s 2007-2009 performance analysis, which examines Forrester’s 2007 Customer Experience Index and shows how customer experience leaders outperform laggards in the stock market. Countless reports and case studies have proven this linkage. It’s harder than it sounds.

Social Media 154

Social Media Case Study Financial Banking 154

Chadwick Martin Bailey

SEPTEMBER 22, 2020

In launching this relatively new format, I was faced with an increasingly restrictive budget (remember the financial crisis of 2008/2009?!), I was developing its online community, with the goal of engaging with our tough-to-reach demographic.

Transportation 52

Transportation Travel Financial Innovation 52

ijgolding

NOVEMBER 28, 2014

In 2008, Dave Carroll’s guitar was broken by United Airlines. It was also the #1 music video in the world for the month of July 2009 and has been studied at universities the world over.

Social Media 318

Social Media Airlines Video Consumers 318

ShepHyken

MAY 26, 2017

seconds in 2008 with a mind boggling 19.19 seconds in 2009! As much as success is about dreaming big, the path towards it is all about setting precise targets to hit or even surpass. Usain Bolt bettered his own 200 meters world record of 19.30

Metrics 91

Metrics Net Promoter Score Effort Score Customer Satisfaction 91

West Monroe

NOVEMBER 28, 2022

And we made that prediction in 2008 or 2009. I was part of the team at Gartner that predicted the chief marketing officer would spend more on technology than the chief information officer. We thought it would come true in 2014 or 2015. And we were pretty close to nailing the timeline, but it was not about the technology.

Customer Centricity 52

Customer Centricity Technology Call Center System 52

Hero Digital

APRIL 8, 2020

In 2009, researchers from University College London discovered a peculiar thing about habits. Financial services : Unlike past crises, where the financial services industry was arguably a victim (9/11) or a villain (2008 mortgage bubble), retail banks are not at the center of COVID-19.

Banking 104

Banking B2C Healthcare Financial 104

Magellan Solutions

JUNE 15, 2021

Based on the data above, 2008 had a 42% attrition since not everyone considered the BPO industry as a permanent career before. . Here’s the average attrition rate of the BPO industry in the past decade: Year. Average Attrition Rate for the BPO Industry.

Customer Service 52

Customer Service Call Center First Call Resolution Customer Retention 52

Helpware

JULY 14, 2017

Wufoo has pioneered this idea in 2008. For example, in 2008, when the recession first started, Starbucks had to get creative. Furthermore by crowdsourcing their suggestions, they were able to achieve a whopping 375% increase in fourth quarter profits for 2009. Send Personalized Thank You Notes.

Customer Service 40

Customer Service e-support Customer Service Representative Video 40

Magellan Solutions

JULY 11, 2022

Before the COVID-19 Global Pandemic, the world experienced the Global Recession during the years 2007-2009. During the 2008 Global Recession, Cisco managed to stay afloat during the economic downturn turmoil by downsizing through outsourcing. . During the 2008 Global Recession, IBM signed a number of outsourcing contracts. .

Strategy 40

Strategy Financial Competitive Advantage Resources 40

Natalie Petouhof

JANUARY 29, 2016

Tweet I remember back in 2008-2009 being asked whether social / digital / communities had any business value. To me it was instinctively obvious, but I got that it was not obvious to others. In wanting others to see what I saw, I started down the road of creating ROI models for digital / social / online communities.

ROI 40

ROI B2C Case Study B2B 40

Talkdesk

AUGUST 19, 2016

In their 2008 SEC filing, Amazon described the vision of their business as to “relentlessly focus on customer experience…” Nearly a decade later, their vision remains largely the same – “to be Earth’s most customer-centric company.”. Have an Unwavering Mission. Many companies lose focus. Not Amazon. Be Transparent.

Customer Service 41

Customer Service Customer Centricity Call Center Leadership 41

Talkdesk

AUGUST 19, 2016

In their 2008 SEC filing, Amazon described the vision of their business as to “relentlessly focus on customer experience…” Nearly a decade later, their vision remains largely the same – “to be Earth’s most customer-centric company.”. Have an Unwavering Mission. Many companies lose focus. Not Amazon. Be Transparent.

Customer Service 40

Customer Service Customer Centricity Call Center Leadership 40

Service Untitled

DECEMBER 27, 2010

Interestingly enough, the social trends since 2008 have grown exponentially. In 2008, social media and customer service were not even on the radar; in 2009 it grew to 13%, and this year 40% of contact centers actively use social media in their customer service.

Social Media 42

Social Media Trends Customer Experience Contact Center 42

Service Untitled

DECEMBER 1, 2010

This year’s ratings have risen since the very lean years of 2008 and 2009, but now shows satisfaction is on the rise again, and with the heavy competition and huge inventory of rental cars, the good news is car rental rates are unlikely to increase. The criteria were based on the following: - Costs and fees.

Customer Service 42

Customer Service Exceptional Customer Service Customer Satisfaction Retail 42

ChurnZero

JUNE 19, 2020

They didn’t really exist in mass during 2008 and 2009, so we’ve never really seen it. It’s important in a lot of different ways. This is also the first time SaaS companies have ever been tested in a down market. The big test is how companies will retain customers during the downturn.

Metrics 72

Metrics Company Survey Self Service 72

Customer Interactions

MARCH 12, 2012

In 2008, Angela was promoted to Lead Dispatcher and continued to exhibit high professional standards, serving as a role model to others in the Communications Center. That compassion played itself out in a life-saving situation in 2009. In February 2007, Angela agreed to take an additional shift for a co-worker who needed time off.

Telecommunications 28

Telecommunications Hospitality Communication 28

Retently

OCTOBER 19, 2018

It was only in 2008 that the Chief Customer Officer position started being recognized as an important role within a company. According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO.

Chief Customer Officer 90

Chief Customer Officer Customer Centricity Call Center Metrics 90

Service Untitled

MARCH 31, 2010

Some hideous stories released told of a toll collector not wanting to make change for a $1.75 toll from a twenty-dollar bill and then throwing the change and telling the driver to get his change from the road and die, or another toll collector demanding a driver to submit to a strip search because she entered the wrong toll lane.

Transportation 41

Transportation Travel Customer Service Training Exercises 41

Service Untitled

FEBRUARY 17, 2009

Douglas February 18, 2009 Behind the Scenes , Customer Service Experience 1 Comment I am a big advocate of making things simple and I’m a strong believer in the idea that simplicity leads to consistency. Home About Service Untitled Subscribe for Free Consulting Contact Archives Make it easy for everyone.

Customer Satisfaction 40

Customer Satisfaction Exercises Software Survey 40

C Space

JULY 7, 2020

According to the report, “As unprecedented as the events of 2020 have been so far, previous points of crisis such as the Great Recession of 2008 have revealed a pattern of business behaviors: initial response, recovery and renewal.” Michael Leavitt, who also served as the US secretary of Health and Human Services from 2005 to 2009.

Brands 52

Brands Policies Hospitality Advertising 52

Experience Matters

DECEMBER 31, 2014

Don’t Confuse Customer Service With Customer Experience (2009). Free eBook: The 6 Laws Of Customer Experience (2008). LEGO’s Building Block For Good Experiences (2009). Five Questions That Drive Customer Journey Thinking. Free eBook: People-Centric Experience Design. Infographic: The Six Laws of Customer Experience.

Net Promoter Score 254

Net Promoter Score Customer Journeys Infographics Customer Experience 254

transcosmos Information Systems

JULY 6, 2017

In 2009 , a customer reached out because her favorite pair of shoes is no longer in stock. MyStarbucksIdea launched in 2008 and has since received 210,000 unique ideas from consumers. Xbox created a separate Twitter handle in 2009 for customer service so they can provide real-time support to gamers and users. 3. Xbox.

Social Media 78

Social Media Tools Examples Customer Service 78

AWS Machine Learning

APRIL 18, 2023

On August 21, 2009, the Company filed a Form 10-Q for the quarter ended December 31, 2008. On August 21, 2009, the Company filed a Form 10-Q for the quarter ended September 30, 2008. On August 21, 2009, the Company filed a Form 10-Q for the quarter ended March 31, 2009.

Financial 67

Financial Training Report Analysis 67

AWS Machine Learning

APRIL 18, 2023

On August 21, 2009, the Company filed a Form 10-Q for the quarter ended December 31, 2008. On August 21, 2009, the Company filed a Form 10-Q for the quarter ended September 30, 2008. On August 21, 2009, the Company filed a Form 10-Q for the quarter ended March 31, 2009.

Financial 52

Financial Data Training Report 52

Talkdesk

MAY 23, 2019

But, and then around about, sort of, 2008, 2009 I thought, well if I’m going to make a fair go of this idea of being independent, then I can see the way the market was developing. I needed to develop a reputation and a footprint, almost the ability to develop trust at a distance.

Customer Experience 8

Customer Experience Groups Customer Experience Professionals Training 8

Esteban Kolsky

JUNE 11, 2018

The Great Recession of 2008-2009 made a mess of technology budgets for the enterprise. Budgets Are Different. While some companies were able to spend money, budgets collapsed for the most part. I have not seen a “full” recovery on them until the last two-to-three years (2015-2016).

Software 90

Software Resources Trends CRM 90

C Space

JUNE 1, 2020

In 2008, folks lost jobs … and they found us. And I think that’s some of what we’re planning for as we take a look into our crystal ball at back half of the year and 2021,” Dollar Tree Chief Executive Gary Philbin said, referring to the 2008-2009 financial crisis. Dollar Tree’s first-quarter sales rose 8.2% billion.

Brands 52

Brands Multi-Channel Conference Advertising 52

SurveySparrow

MAY 23, 2021

Blockchain was invented in 2008 to serve as a public ledger for Bitcoin, the most famous of cryptocurrencies. Bitcoin was invented in 2008 by an unknown person or group of people going by the name of Satoshi Nakamoto. The currency started trading in 2009, and one coin is currently worth US$40,000. Let’s dive in. .

Banking 52

Banking Financial Government System 52

Esteban Kolsky

JUNE 11, 2018

The Great Recession of 2008-2009 made a mess of technology budgets for the enterprise. Budgets Are Different. While some companies were able to spend money, budgets collapsed for the most part. I have not seen a “full” recovery on them until the last two-to-three years (2015-2016).

Software 60

Software Resources Trends CRM 60

datastax

MARCH 26, 2019

In July 2008, Facebook released Cassandra as an open source project. And in January 2009, Cassandra became an Apache Incubator project. So in 2007, two Facebook engineers—Avinash Lakshman and Prashant Malik—began developing Cassandra to power the social network’s inbox search feature using large datasets across multiple servers.

eBook 19

eBook Social Media User Experience Meeting 19