ijgolding

FEBRUARY 5, 2018

Apart from being a lovely chap, like many people in the global Customer Experience (CX) community, he is as passionate and enthused about developing knowledge and education around CX competencies as I am. It did not take long for me to start becoming interested in the customer service elements of the business.

Culture 264

Culture Measurement Customer Centricity Hotels 264

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . Executive Vice Chairman, Founder and Chief Strategy Officer Sid Banerjee took us through the inception of the company and how the Clarabridge product suite has evolved to help brands optimize customer data and transform experiences.

Omni-Channel 40

Omni-Channel Self Service Chatbots Ecommerce 40

Customer Bliss

AUGUST 3, 2017

Some interesting, if not surprising, news from the customer experience world recently. Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Customers actually want more of the emotional side of it. What does it mean?

Customer Experience 236

Customer Experience Travel Touchpoint Connections 236

Magellan Solutions

JULY 11, 2022

During the 2008 Global Recession, Cisco managed to stay afloat during the economic downturn turmoil by downsizing through outsourcing. . In order to establish market leadership and expand into new markets, Cisco has effectively utilized partnership and outsourcing as strategies. Focus on core competencies and current customers.

Strategy 40

Strategy Financial Competitive Advantage Resources 40

West Monroe

JUNE 5, 2022

In fact, there are proven strategies that software and tech-enabled companies can leverage to weather the storm and continue to grow—doing so in an efficient, cost-effective manner. And remember—the best way to get to market quickly is focusing on the customer and leveraging human-centered design.

Software 52

Software Strategy Sales Touchpoint 52

SurveySparrow

MARCH 23, 2021

If there is one company that has played the market positioning strategy game with terrifying efficiency is Coca Cola. But the kind of image that they have raked for themselves over the years with the help of their positioning strategy marketing is a case study in itself. . What is market positioning strategy? Isn’t it?

Strategy 52

Strategy Marketing Apparel Brands 52

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. But recently, their customers have struggled with reduced budgets and an unpredictable economy. 3. Changing Customer Priorities. 1. Fewer New Prospects.

Company 71

Company Strategy Tips Sales 71

ShepHyken

OCTOBER 11, 2019

In fact, you probably spend time trying to inspire people (yourself and team members) to serve and create loyalty-building experiences for other people (customers). This type of effort likely has placed you on a challenging yet rewarding journey toward customer experience excellence. Michelli, Ph.D.

Technology 95

Technology Customer Experience Hospitality Hotels 95

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. But recently, their customers have struggled with reduced budgets and an unpredictable economy. 3. Changing Customer Priorities. 1. Fewer New Prospects.

Company 71

Company Strategy Tips Customer Success 71

CX Workout - Ideas Blog

SEPTEMBER 15, 2020

Imagine you were a perceptive financial trader that understood the OODA loop in the run-up to the 2008 financial collapse. The 2008 Financial collapse was bad for everyone except the people who saw the mismatches. You are looking at the emotional context, industry trends, and your competition’s moves.

How To 98

How To Financial Banking Roadmap 98

ClearAction

JUNE 25, 2023

By experience management, we mean the full spectrum of customer, partner, and employee experience managers (CX+PX+EX = XM experience management). Second, 2010s methods are outdated for 2020s trust and value expectations among employees, partners, and customers. ClearAction.com/experience-leadership-mastery Why?

Leadership 62

Leadership Touchpoint Course Employee Experience 62

Magellan Solutions

FEBRUARY 14, 2024

This improves customer satisfaction. Improved customer service – Outsourced centers handle high call volumes extremely efficiently, reducing hold times. Teleperformance set up a dedicated facility for Cigna with over 2,000 employees providing services like claims processing, billing and coding, and customer support.

Call Center 98

Call Center Healthcare Company Hospitality 98

ijgolding

DECEMBER 11, 2014

It was not until 2008 that is started to make waves in the airline industry with the delivery of a new fleet of aircraft. Norwegian’s website offers a wealth of insight into the strategy and culture of the business. You can see how this links to their values and business strategy here. Flights Experienced. Stars Awarded.

Customer Experience 275

Customer Experience Airlines Travel Self Service 275

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Daniel Group

SEPTEMBER 23, 2021

Edward Craner, SVP of Strategy and Marketing, HOLT CAT , shares how they have transformed their company with feedback over the past 13 years. Lynn Daniel (00:03): I’m with Edward Craner, who is Senior Vice President of Marketing and Strategy with Holt Cat of San Antonio, Texas. CX Success Stories – HOLT CAT.

Net Promoter Score 98

Net Promoter Score Social Media Feedback Groups 98

Team Support

SEPTEMBER 29, 2020

They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationships. CIO Review: In your interactions with customers, what sense do you get of the challenges they face now in the CRM space and how is TeamSupport?

Customer relationships 89

Customer relationships Company B2B CRM 89

Innovative CX

MAY 6, 2020

Not the 2008 financial crisis. Nothing could have prepared us for the pandemic crisis we are in today and its impact on the customer, employee, and student experience. We don’t have time for journey mapping workshops or “how to” strategy sessions. Just as our organizations are unique, so is the customer experience.

Customer Experience 59

Customer Experience Customer Journeys Financial Customer Expectations 59

West Monroe

DECEMBER 11, 2022

These measures should certainly be part of an overall strategy, but banks can’t expect to benefit from market uncertainty by deploying a purely defensive approach. During the 2008 downturn, Forbes columnist Tim Bajarin asked Intel’s CEO what the company would do given the economic reversal. Three key offensive strategies.

Banking 52

Banking Marketing Self Service Financial 52

ShepHyken

APRIL 14, 2020

How to Stay Productive and Deliver Amazing Customer Experiences from Far Away. They discuss strategies for adapting to a remote workforce without sacrificing productivity, connection or the customer experience. Your employees and customers are nervous, uncertain and even scared. Working Remotely in Times of Crisis.

Communication 120

Communication Connections Loyalty Groups 120

Playvox

NOVEMBER 21, 2022

Any good product manager will tell you that a big part of their job is forming a deep understanding of customer needs. UserVoice popularized the concept in 2008, but now there are many providers of idea management software, used by companies like Spotify , Airbnb , and Microsoft. Focus On Customer Problems.

Roadmap 52

Roadmap Analysis Feedback Customers 52

Amity

MAY 5, 2016

Working in Customer Success, we hear the same terms all the time: ARR, Churn, MRR, Retention, SaaS, etc. This week, we looked at some commonly-used terms in the world of Customer Success and made a few discoveries on who tweeted it first. Customer Churn. Customer Health Score. Customer Lifecycle. Customer Success.

Net Promoter Score 57

Net Promoter Score Customer Success Multi-Channel Customer Retention 57

Team Support

OCTOBER 8, 2020

The editors sat down with TeamSupport co-founder and COO, Eric Harrington, to talk about customer support in the time of COVID and building strong customer relationships in Part 1 of this series, and current trends and the future of B2B customer support in Part 2. What are the strategies employed by TeamSupport?

Customer relationships 59

Customer relationships Company B2C B2B 59

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

ImprintCX Articles

MARCH 5, 2024

Picture a scenario where customers are well-versed in your cost structures and negotiate from a position of knowledge. The auto industry has navigated this terrain for over a decade, with customers armed with VIN (vehicle identification numbers) costs, ready to assert their advantage.

Self Service 52

Self Service Sales Social Media Travel 52

Clarabridge

MARCH 30, 2017

Do you need to revisit your survey strategy? Are you able to connect your customer experience survey program to key business goals, like increased revenue and decreased churn? Response rates for the typical customer experience survey have been dropping over the past 20 years, from about 20% to only 2% today.

Survey 40

Survey Strategy Customer Experience Analytics 40

Win the Customer

MARCH 8, 2017

This illustrates that emotional appeal can have a major impact on a brand’s success or failure at attracting customers and maintaining their loyalty. Here are some case studies in successful emotional branding that business leaders can emulate to acquire and maintain customers. Old Navy: The Power of Nostalgia.

Case Study 118

Case Study Study Brands Customer Experience 118

Gainsight

MARCH 13, 2023

Today we find ourselves in a very similar place to The Great Recession in 2008–09 where efficiency is now the focus: How can we do more with less ? And yes, this even includes the digital customer success (CS) tech that CS teams need to efficiently scale their efforts. For example, instead of saying “CS keeps our customers happy.”

Management 52

Management eBook Software Tools 52

CSM Magazine

APRIL 19, 2023

makepositive , which provides specialist Salesforce consulting and implementation services since 2008, achieved ‘Leader’ status in the ‘Implementation Services for Core Cloud’, ‘Implementation Services for Marketing Automation’ and ‘Managed Application Services’ quadrants.

Study 52

Study Consulting CRM Groups 52

CSM Magazine

DECEMBER 6, 2021

Now more than any other time of year, e-Commerce becomes a more dominant force in companies’ sales, and subsequently, online customer experience. In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. Being over-prepared this season is a strong strategy.

Tips 97

Tips e-support Customer Journeys Contact Center 97

Helen Dewdney

JULY 5, 2022

Latest Customer Satisfaction Index shows further increase in complaints. The Institute of Customer Service (ICS) released its bi-annual UK Customer Satisfaction Index (UKCSI) survey today (5 July 2022). of UK customers have experienced a product or service problem over the past year. The results show that 17.3%

Customer Satisfaction 43

Customer Satisfaction Tips Customers Report 43

Customers Rock!

APRIL 14, 2010

Recently on 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. Delivering Voice of the Customer to Enable Customer Delight and Financial Gains.

Social Media 154

Social Media Case Study Financial Banking 154

Clarivate

MARCH 14, 2024

Department-level data drives greater understanding of individual researchers and how they fit into the larger group, enabling meaningful conversations about collective strategy and individual career planning. My Organization is customized to deliver standardized citation reporting for an institution, at virtually any level.

Analytics 52

Analytics System Comparison Report 52

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business? Think about it.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Circular Edge

FEBRUARY 7, 2023

Goldberg’s advice is based on experience weathering past downturns, like the Dot Com crash and the 2008 Great Recession. Important components of efficient growth include prioritizing high output over high employee count, reinforcing your core products, cultivating a deep understanding of customer needs, and reducing overhead.

Management 52

Management Software Competitive Advantage Financial 52

West Monroe

JUNE 29, 2017

For the first time in the post Great Recession era, the economy has proven it can withstand the effects of reversing the Quantitative Easing (QE) practices that began back in November of 2008. Banks are likely to start looking at their value propositions beyond rate as competition intensifies, again, a good development for customers.

Banking 53

Banking Retail Government Financial 53

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

ShepHyken

MAY 8, 2020

He shares insight on gaining and interpreting customer feedback. Customer feedback is a gift. Indeed, customers are doing you an enormous favor by taking the time to alert you to a problem when it occurs, or to their happiness, when that’s the outcome. When You Don’t Look Hard Enough for Customer Feedback.

Feedback 67

Feedback Case Study Customers Study 67