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Expert’s Corner: Delivering Voice of the Customer

Customers Rock!

We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. Recently on Customers Rock! And it’s not as easy as it sounds. policy, process, pricing, products, etc.).

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Guest Blog: In the CX world, tracking these metrics is a way of life!

ShepHyken

Companies that track and measure their customer service have a competitive advantage. seconds in 2008 with a mind boggling 19.19 Bikash Mohanty is the Content and Social Media guy at CloudCherry. They know when they are doing a great job, and more importantly, they know when they aren’t. Shep Hyken. Forza Italia.

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Outsourcing as Business Strategy During Recession

Magellan Solutions

During the 2008 Global Recession, Cisco managed to stay afloat during the economic downturn turmoil by downsizing through outsourcing. . A key to their success was outsourcing– it made the company’s agility increased and they were able to focus on boosting their competitive advantage in the marketplace.

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4 Great Examples of Social Media as an Effective Customer Service Tool

transcosmos Information Systems

The increasing popularity of social media has given businesses a great opportunity to reach their customers where they’re at in real time. Today, social media plays an important role in the customer service industry. Social media is a channel for people to express their feelings, thoughts, and opinions.

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CX Experts We Love

Wootric CX Blog

He has implemented successful CX, VoC, social media and marketing programs and led highly-engaged teams, both co-located and remote around the globe. She oversees brand, demand and product marketing — attracting companies that make customer experience their competitive advantage using Wootric’s AI-powered software.

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Top 20 Books Every Customer Experience Professional Needs to Read Now

Chattermill

in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Shep Hyken truly understands that brands gain a competitive advantage when they understand customer challenges and work to solve their problems. Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals.

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Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. He held sales and technical leadership positions at IBM, where he advised companies on the strategic use of information technology to solve business problems and gain a competitive advantage.