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. Besides motivating frontline employees, though, a CXO is also responsible for having a system in place (like eNPS ) to acquire feedback from them regarding how happy they are working at the respective company.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Brandwatch CX

FEBRUARY 23, 2024

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. 6/ Embrace Product Feedback Social media gives companies the ability to get the kind of quick, voluntary feedback they require to stay agile.

B2B 52

B2B Brands Social Media Wireless 52

Clarabridge

DECEMBER 7, 2016

Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. This was a huge, time-consuming undertaking. Rogers : We are a central team that governs and oversees all of the customer feedback data management and analysis. A feedback loop is essential.

Feedback 81

Feedback Survey Case Study Analytics 81

ijgolding

MAY 11, 2016

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot. That phenomenon is you and I – the consumer.

Measurement 120

Measurement Customer Experience Company Banking 120

ReviewTrackers

MARCH 29, 2017

In healthcare, online review sites and social media have quickly emerged as one of the most heavily used platforms giving voice to patient feedback. HCAHPS was designed to gather patient feedback about care so that healthcare consumers can compare and assess providers objectively. The history and development of HCAHPS.

Feedback 0

Feedback Survey Hospitality Healthcare 0

Helen Dewdney

AUGUST 2, 2021

In my series of interviews with people in the consumer world, today is the turn of Matt Allwright. 3) How well do you know your legal rights (would be the Consumer Rights Act , different sectors regulations etc. I had the 2008 (amended 2014) Consumer Protection from Unfair Trading Regulations down pat. in the UK).

Social Media 76

Social Media Consumers Feedback Company 76

ShepHyken

NOVEMBER 6, 2020

He shares the process of conducting consumer research and how to implement your findings into the customer experience. Understanding your consumer is a key piece of customer service and developing loyalty to your brand. How Do We Conduct Consumer Research? Have you ever been inside a Whole Foods that sells Louis Vuitton bags?

Customer Service 103

Customer Service Marketing How To Consumers 103

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

Clarabridge

DECEMBER 7, 2016

Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. This was a huge, time-consuming undertaking. Rogers : We are a central team that governs and oversees all of the customer feedback data management and analysis. A feedback loop is essential.

Feedback 40

Feedback Survey Case Study Analytics 40

Confirmit

APRIL 19, 2020

History shows that every major crisis involving economic uncertainty – the Spanish Flu, World Wars, the Great Depression, and 2008’s Great Recession – has changed consumer behavior. What long term changes can we expect in consumer expectations? And how will all these changes impact businesses?

Marketing 78

Marketing Survey Entertainment Hospitality 78

ReviewTrackers

APRIL 21, 2021

They are also a major reputation factor and a key source of information for consumers. Building consumer trust in banking and financial services. According to an IBM survey , only 43 percent of consumers trust the insurance industry. SuperMoney is an online financial resource that helps consumers save money. Credit Karma.

Banking 65

Banking Financial Insurance Social Media 65

ShepHyken

JANUARY 22, 2018

For example, regarding feedback, I’m surprised at how some companies (and people) fight feedback with excuses rather than embrace it with appreciation. Capturing the essence of 2008’s demanding consumer arena, it is—surprise, surprise—all about those pesky, demanding consumers.

Customer Service 90

Customer Service Chatbots Wireless Airlines 90

Helen Dewdney

NOVEMBER 9, 2017

The Government thought so too and there was a call for evidence from the Department for Business, Innovation & Skills for consumers to provide feedback regarding their experiences. Consumer Rights Act 2015 and unfair contracts. The Consumer Protection from Unfair Trading Regulations 2008 (amended 2014) (CPUTRs).

How To 63

How To Consumers Tips Government 63

Elevio

OCTOBER 9, 2018

Since 2008, SportsEngine has been providing the online software and apps that make it easy for anyone to run a sports organization. And without something like Elevio’s Hub, it was time consuming keeping our content updated and compatible with customer’s feedback.”. Engaging customers through Elevio’s in-app Assistant.

Sports 69

Sports Self Service Trends Feedback 69

Helen Dewdney

DECEMBER 17, 2018

What is important to me, as a consumer champion, is how companies deal with the mistakes and get them resolved. But you should know that this does not matter as if you have any issues up to 6 years after purchase consumer law is still on your side. I told them that to remove it mid-program is against consumer law.

Customer Service 54

Customer Service Course Policies Consumers 54

Qualtrics

JULY 9, 2019

Prior to the advent of HCAHPS (hospital consumer assessment of healthcare providers and systems) in 2007, the concept of experience in healthcare was an afterthought on the periphery of healthcare strategy. Also in 2008, only 9 percent of non-federal acute care hospitals had adopted a basic Electronic Health Records (EHR).

Healthcare 33

Healthcare Hospitality Survey Effort Score 33

ReviewTrackers

JANUARY 1, 2018

But the point is this: online reviews and ratings heavily influence consumers’ purchase decisions. At once the modern take on traditional word of mouth and the new standard for customer feedback , reviews can make or break a business. Yes, you can respond to TripAdvisor reviews — by signing up through the TripAdvisor Management Center.

Automotive 109

Automotive Hotels Travel Healthcare 109

InMoment XI

FEBRUARY 2, 2024

Social media facilitates real-time interaction, serves as a valuable source of customer feedback and insights, shapes your brand reputation and visibility, and can even function as a platform for market research. 46% of consumers turn to Facebook, 35% to YouTube, 32% to Instagram, and 20% to TikTok.

Social Media 295

Social Media Brands Management Analytics 295

InteractionMetrics

JUNE 19, 2023

A killer product alone is never sufficient to retain customers, and studies have found that up to 86 percent of consumers will stop shopping with a company due to just two poor customer experiences. [i] Test : End where you started: with the consumers. i] In this way, having a customer experience czar makes a whole lot of sense.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

Kitewheel

JULY 2, 2020

It is important to understand that consumer behaviors have changed significantly in the past months. By connecting your website with your marketing efforts, and using customer behavior and feedback to dynamically update call center behavior, ad targeting, and more, brands can also deliver this more engaging digital experience. .

Retail 52

Retail Social Media Consumers Study 52

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. Besides just motivating frontline employees, though, a CCO is also responsible for having a system in place (like eNPS ) to acquire feedback from them regarding how happy they are working at the respective company.

Chief Customer Officer 90

Chief Customer Officer Customer Centricity Call Center Metrics 90

Helen Dewdney

DECEMBER 17, 2018

What is important to me, as a consumer champion, is how companies deal with the mistakes and get them resolved. But you should know that this does not matter as if you have any issues up to 6 years after purchase consumer law is still on your side. I told them that to remove it mid-program is against consumer law.

Customer Service 33

Customer Service Course Policies Consumers 33

Kayako

OCTOBER 29, 2015

A great indicator of this is in 2008 odesk.com had 2,500 job postings 2,500 for “virtual assistant”, and by 2012 that number had risen to 25,000. Customer feedback doesn’t make it back to your company. Customer feedback can be a goldmine for product and marketing teams.

Poor Customer Service 120

Poor Customer Service Feedback Metrics Customer Service 120

Lumoa

JANUARY 2, 2022

And a single negative complaint on a major consumer complaints site, like Pissed Consumer , Complaints Board , or Better Business Bureau , can seriously hurt your reputation and bottom line. Sprout Social research shows that 47% of consumers have used social media to complain about a business.

NPS 208

NPS Net Promoter Score How To Social Media 208

CSM Magazine

FEBRUARY 7, 2020

According to an Ernst & Young Consumer Banking Survey , the multiple-channel experience is a crucial area for improvement among banks, direct lenders, and credit unions. Since the 2008 global financial crisis, peoples’ trust in banks, credit unions, and direct lenders withered. Build Omni-Channels for Communication.

Omni-Channel 52

Omni-Channel Customer Service Banking Financial 52

LiveChat

JANUARY 23, 2020

Collecting customer feedback. I can’t imagine a better way of collecting customer feedback than simply tuning in to what the people in the community have to say. The same way you can reduce the costs of educational campaigns, customer service, research, gaining feedback, or even advertisement.”. That’s a great thing.

Brands 69

Brands Gamification Groups Feedback 69

Clarabridge

MARCH 30, 2017

We chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact, who uses Clarabridge to listen and act on survey feedback data. Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer experience surveys. This was a huge, time-consuming undertaking.

Survey 40

Survey Strategy Customer Experience Analytics 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. The debacle made headlines for days!

Social Media 42

Social Media Trends Customer Experience Contact Center 42

Grade.us

OCTOBER 17, 2017

What is this, 2008?” Instead of just having 5 positive reviews, if each of those reviews used a keyword that consumers in your industry, that would end up making an enormous difference. These sites showcase reviews that match your description, leading consumers like you to a specific listing. Because of the way local SEO works.

Hotels 45

Hotels How To Social Media Consumers 45

Wootric CX Blog

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. At Wootric, Lisa works with our phenomenal team to build a modern approach to enterprise customer feedback management. Angus Yang. Steven Van Belleghem.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

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.” So while budgets will take a cut in 2020, CMOs remain upbeat, expecting them to bounce back in 2021.

Brands 52

Brands Policies Hospitality Advertising 52

Service Untitled

MARCH 2, 2010

In December, 2008 Wells Fargo stepped in after the government forced the sale to avoid the failure of Wachovia. Since consumers now can choose from a bank on nearly every corner, what sets a particular branch apart from another? Enlightened consumers have an infinite amount of choices.

Banking 41

Banking Call Center Government Financial 41

LiveChat

JANUARY 23, 2020

Collecting customer feedback. I can’t imagine a better way of collecting customer feedback than simply tuning in to what the people in the community have to say. The same way you can reduce the costs of educational campaigns, customer service, research, gaining feedback, or even advertisement.”. That’s a great thing.

Brands 28

Brands Gamification Groups Feedback 28

Qualtrics

JUNE 10, 2021

Choice architecture as a term came from a book by Richard Thaler and Cass Sunstein, Nudge: Improving Decisions about Health, Wealth, and Happiness (2008). G ive feedback. The origin of the term ‘choice architecture’. Thaler’s theory helped him win the 2017 Nobel Prize for Economics.

Transportation 26

Transportation Examples e-support Groups 26

Ann Michaels and Associates

JANUARY 23, 2018

United Airlines’ first big goof up happened in 2008 when United employees recklessly damaged the guitar of musician David Carroll. Although it can be difficult to stop these scenarios from happening, the quicker you shut them down, the better. United’s Big Goof Up.

Customer Service 40

Customer Service Social Media e-support Retail 40

Service Untitled

MARCH 31, 2010

They need to be hired because they can not only do the job, but be able to deal with the customers – just like any other consumer oriented position. Some hideous stories released told of a toll collector not wanting to make change for a $1.75 Toll collectors need to have customer service training also.

Transportation 41

Transportation Travel Customer Service Training Exercises 41

ReviewTrackers

JANUARY 18, 2018

Not only do reviews have the potential to either attract or drive away customers; they are also a major reputation factor and a key source of information for consumers as they determine whether or not to trust a provider. Building consumer trust in banking and financial services. Harnessing online reviews. Lending Tree.

Banking 17

Banking Financial Insurance Brands 17