OpinionLab

MARCH 8, 2016

If you look at the truly successful companies, the ones that emerge are the ones that concentrate on enabling their customers to engage with them – so that they can partner with them to build their brand. Instead, it is now about more effectively listening to engaged consumers. So how do you find out what your customers want?

Consumers 96

Consumers Advertising Banking Survey 96

ijgolding

OCTOBER 21, 2014

This is so important and a pillar that has become necessary as we, the consumer, are demanding more emotionally engaging experiences every day. It is absolutely true to say that emotionally engaged customers will interact with you more often – the Nunwood top 10 are demonstrating excellence in achieving this. Expectations.

Report 229

Report Customer Experience Customer Centricity Fashion 229

BlueOcean

JULY 3, 2019

US unemployment rate as fantastic news – it’s an astronomical improvement over the 10% unemployment rate after the 2008-09 Great Recession. There’s also the immeasurable impact – the stress that an under-staffed team experiences is detrimental to employee morale and engagement. That’s why most people see the current 3.6%

Contact Center 159

Contact Center Customer Service First Call Resolution Call Center 159

Beyond Philosophy

OCTOBER 23, 2017

In 2008 he co-wrote “Nudge,” a book that argued that governments could make small changes that would “nudge” people toward desired behaviors. And the real driver of value and loyalty is the memories that your customers take with them. Surprisingly Easy: The Path to Customer Loyalty.

Marketing 130

Marketing Consulting Government Policies 130

Team Support

SEPTEMBER 29, 2020

CIO Review: “ TeamSupport is the leading B2B-focused customer support solution that actually helps you build satisfaction and loyalty.” About Eric Harrington Co-founding TeamSupport in 2008, Eric helped build what is now a global mission-critical business solution for managing customer support.

Customer relationships 89

Customer relationships Company B2B CRM 89

CSM Magazine

JUNE 17, 2020

When Cooper is rolled out nationwide, it will provide users with a complete concierge service including dietary requirements, suggested recipes, nutritional and loyalty scheme information. This marks the first significant milestone since EBI.AI Matthew Doel, MD for EBI.AI commented: “Moving Cooper into preview is a great milestone.

Retail 52

Retail Automotive Transportation Insurance 52

Experience Investigators by 360Connext

JULY 20, 2015

There is no case for your 2008 case study. When was the last time you considers how your site REALLY engages and interacts with your customers? The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Your website is not a pre-paid, static medium like a billboard.

Online Experience 110

Online Experience Case Study Social Media Consulting 110

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. But, there’s a lot we can say as customer service professionals to lessen frustrations and even enhance a buyer’s loyalty. The Great Resignation is also upon us. Tip #7: Plan Early for Next Year.

Tips 97

Tips e-support Customer Journeys Contact Center 97

Second to None

MARCH 22, 2019

Companies often assume that Millennials and Gen Zers are similar enough to apply the same engagement tactics across both groups. Older Gen Zers witnessed their parents face economic turmoil and risk of unemployment in 2008, instilling a pragmatic attitude towards the monetary market. Why are they different?

Connections 75

Connections Brands Social Media Loyalty Programs 75

West Monroe

DECEMBER 11, 2022

During the 2008 downturn, Forbes columnist Tim Bajarin asked Intel’s CEO what the company would do given the economic reversal. Fortunately, today’s financial institutions are better positioned to make these investments than in 2008, largely because banks are more prepared than they were during the Great Recession.

Banking 52

Banking Marketing Self Service Financial 52

BirdEye

JULY 7, 2023

Sometimes, it’ll completely miss the context of a sentence during customer engagement. They can even engage interested parties in conversation. They can interact with your customers in a convincingly human-like manner with engaging conversations. These fashion suggestions increase sales and cement customer loyalty.

Chatbots 96

Chatbots Customer Service Social Media Banking 96

Optimove

NOVEMBER 14, 2019

Arc’s offering allows brands to nudge the shopper down the path to purchase by creating contextually relevant omni-channel content, engagements and experiences that extend the reach and impact of physical and digital activations to drive sales and post-transaction loyalty. SendGrid processes over 45 billion emails every month.

Omni-Channel 40

Omni-Channel Multi-Channel Sports Ecommerce 40

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. And we all know marketing was the first thing to go in 2008 when the recession happened.

Connections 80

Connections Conference Loyalty Survey 80

Second to None

MARCH 22, 2019

Companies often assume that Millennials and Gen Zers are similar enough to apply the same engagement tactics across both groups. Older Gen Zers witnessed their parents face economic turmoil and risk of unemployment in 2008, instilling a pragmatic attitude towards the monetary market. Why are they different?

Connections 63

Connections Brands Social Media Voice of Customer 63

Customers Rock!

APRIL 14, 2010

I hope we can all agree that delivering a positive customer experience is the key to building customer loyalty and achieving financial success. In fact, only 23 percent of the senior marketers surveyed said they were using enterprise technology to engage, listen and respond to customers in real-time. It’s harder than it sounds.

Social Media 154

Social Media Case Study Financial Competitive Advantage 154

Kitewheel

JULY 2, 2020

Doing this requires attracting, converting, and engaging both new and existing customers. Even if they cannot come to the store, make it easy to order for online delivery, and ensure that customers are adequately rewarded for their engagement. To thrive, retailers must have a successful online store. Attracting Customers .

Retail 52

Retail Social Media Consumers Study 52

Pink Guava

APRIL 26, 2020

But there is always a silver lining after a doom, and history is the witness that every doom had been a change to start the NEW, be the dotcom, 2008 prime recession or the Great Depression of the 1920s. Did you put enough thought and action to assess your strengths, current processes, policies, and customer engagement strategies? -

Social Media 84

Social Media Financial Innovation Employee Engagement 84

NetBase

AUGUST 26, 2020

They typically build strong customer loyalty and establish powerful brand recognition. In November 2008, this company was the first to offer ETFs with 3X leverage. Continuing to use market research to locate trends that are building currently, we look to opportunities with high social engagement, but low publication numbers.

Marketing 81

Marketing Trends Banking Competitive Advantage 81

ChurnZero

APRIL 17, 2020

Some examples include a pandemic (COVID-19), a terrorist attack (9/11), or an abrupt financial crisis (Banking Crisis of 2008). 3 Tips for Strengthening Customer Loyalty During this Difficult Time – Follow this three-part formula to engage your target market, as well as strengthen loyalty with existing customers.

Travel 52

Travel Financial Banking Customer Success 52

Eptica

JULY 8, 2016

Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

Wootric CX Blog

FEBRUARY 14, 2019

She has experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience – so that, together, they can design a better experience for all constituents. Why we love Annette: She’s the Founder and CEO of CX Journey Inc. Colin Shaw.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

CX Journey

MARCH 8, 2016

It impacts employee satisfaction, engagement, and retention. Also, it's been reported that organizations in the Best Companies to Work Study for the period 2004 – 2008 increased their revenues by 94% and their profits by 315%. Employee experience on its own is an important area on which every company should focus.

Employee Experience 80

Employee Experience ROI Study Consulting 80

LiveChat

JANUARY 23, 2020

This brings us to the community engagement cycle , an interesting concept introduced by CMX, a home for community professionals. If members meet all the criteria, you’re on your way to managing an engaged and healthy community. Engage, engage, engage. Let the people in, and start engaging them.

Brands 69

Brands Gamification Groups Feedback 69

Magellan Solutions

MARCH 24, 2020

Over time, this connection transforms into loyalty which then leads to frequent purchases and stronger brand recommendations. Established in 2008, Hootsuite is serving over 18 million customers. This means that customer service, along with relevance, binds the two together. The Bank of America. Regular quality assurance and monitoring.

Company 40

Company Customer Service Call Center Telecommunications 40

NetBase

MAY 7, 2020

Using the 2008 recession to navigate through this rough terrain, Europe is predicting the largest quarterly decline in economic activity since World War II, meaning approximately an 8 to 13 percent drop in gross domestic product (GDP) , even with precautionary measures in place. Higher digital engagement. Learnings from Europe.

Retail 71

Retail Consumers Social Media Government 71

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. Powerful brands help customers make educated choices. At a local.

Social Media 42

Social Media Trends Customer Experience Contact Center 42

Chattermill

MAY 12, 2019

The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi. in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. We thought we’d take a look back and put together a list of the best of the best. The Everything Store by Brad Stone.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

CSM Magazine

APRIL 4, 2022

As the United States goes through what is being called the Great Resignation ( The Achievers Employee Engagement and Retention Report claims over 52% of workers sought new jobs in 2021 alone), employee turnover is well worth reducing. This translates into loyalty which then leads to lower rates of employee turnover.

Financial 52

Financial Culture Insurance Report 52

Service Untitled

FEBRUARY 8, 2012

Brands Keys Customer Loyalty Engagement Index sets Dunkin’ Donuts as number one in customer loyalty for the coffee category. In a company that serves more than one billion cups of hot coffee and iced tea annually, clever marketing has made people feel more engaged.

Rewards Programs 47

Rewards Programs Guest Experience Brand Values Policies 47

LiveChat

JANUARY 23, 2020

This brings us to the community engagement cycle , an interesting concept introduced by CMX, a home for community professionals. If members meet all the criteria, you’re on your way to managing an engaged and healthy community. Engage, engage, engage. Let the people in, and start engaging them.

Brands 28

Brands Gamification Groups Feedback 28

West Monroe

JANUARY 25, 2022

The generational sea change is here and will rewrite the rules on customer engagement. Many reported that they were satisfied with the bank they left or one they planned to leave, indicating that satisfaction does not always translate to loyalty. Consumers still want an omnichannel experience. Taking action. on average.

Banking 52

Banking Financial Trends Multi-Channel 52

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

QuestionPro Audience

DECEMBER 1, 2016

In contrast, millennials came of age in a time of financial instability due to the recession in 2008. Since the majority of millennials are single, companies have begun to shift some of their marketing tactics to engage with single travelers by creating different pricing packages.

Travel 150

Travel Social Media Groups Trends 150

Retently

MARCH 18, 2019

Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. Even today, Amazon is actually boasting amazing customer loyalty, at least according to Forbes ; however, the company isn’t quite ready to share exact customer numbers. What Do These Companies Have in Common?

Net Promoter Score 131

Net Promoter Score Omni-Channel Company NPS 131

Retently

AUGUST 22, 2018

billion per month in engaging customers, boosting promotional offerings and optimizing internal operations. And here’s a trend analysis of the bottom-line margins of the airlines industry from 2008-2013: Airlines industry | Bottom-line margins 2008-2013. And it’s not that airlines are oblivious to the underlying testimony.

Airlines 76

Airlines Customer Satisfaction NPS Net Promoter Score 76

ClearAction

AUGUST 21, 2016

That usually requires departments to work together to resolve the root causes of issues — that’s harder and takes longer, but it’s what’s needed to build trust that earns loyalty. An example is Suntrust Bank , who saw the financial meltdown in 2008 as an opportunity to see how they could rebuild trust with their customers.

Brands 54

Brands Customer Experience Social Media Customer Journeys 54