InMoment XI

MAY 2, 2016

Automotive Dealership Loyalty Study Background Follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study: Two Data Sets All Respondents (n=12,875) Weighted to 2009 and 2010 vehicle sales by model Used for Sales to Service Loyalty analyses and service usage analyses Vehicle Replacers (n=5228) 5431 (..)

Automotive 150

Automotive Study Loyalty Sales 150

Experience Matters

DECEMBER 22, 2014

Hall joined the D-backs in May 2005 as Senior Vice President, Communications, was named president in September 2006 and CEO in January 2009. Needless to say, I really enjoyed the conversation. He proudly points to the core operating framework he adopted called the “ Circle of Success.”

Culture 313

Culture Sports Employee Engagement Leadership 313

Centercode

JANUARY 26, 2023

As part of our internal 2009 year-end review I asked my engineers to run some queries on our entire software platform to illustrate the total impact our software has had on the world so far. These numbers only cover the last 3 or so years, but I believe they’re great fun stats and do a good job showing the effect we’ve had so far.

Software 52

Software 52

Kristina Evey

JUNE 5, 2019

This is an oldie but extremely goodie interview I had back in 2009 … Read More Episode 52 – Loren Beck From Zappos Discusses Culture. Hi everyone – today is throwback tuesday. The post Episode 52 – Loren Beck From Zappos Discusses Culture appeared first on Kristina Evey.

Culture 149

Culture 149

InMoment XI

JULY 15, 2014

In 2009, Netflix announced a competition: $1 million dollars to the best new recommender algorithm. If you’re familiar with Netflix, you know the website can recommend what movies you like based on your ratings of other movies. Netflix supplied anyone with a dataset, but the test of accuracy would be applying the algorithm to people.

How To 150

How To Retail 150

InMoment XI

JUNE 8, 2015

This is especially spectacular when compared to the dark days of 2009 when two automotive giants, General Motors, and Chrysler, were in bankruptcy and everyone was ratcheting back production to the 10m market reality. 2015 has been a great year for automotive sales with a 17.1 SAAR (Seasonally Adjusted Annual Rate). While the uptick in.

Automotive 150

Automotive Sales Marketing 150

InMoment XI

MAY 2, 2016

This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study. Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues.

Automotive 150

Automotive Study Loyalty Customers 150

InMoment XI

JULY 15, 2014

In 2009, Netflix announced a competition: $1 million dollars to the best new recommender algorithm. If you’re familiar with Netflix, you know the website can recommend what movies you like based on your ratings of other movies. Netflix supplied anyone with a dataset, but the test of accuracy would be applying the algorithm to people.

How To 150

How To 150

InMoment XI

JUNE 8, 2015

This is especially spectacular when compared to the dark days of 2009 when two automotive giants, General Motors and Chrysler, were in bankruptcy and everyone was ratcheting back production to the 10m market reality. 2015 has been a great year for automotive sales with a 17.1 SAAR (Seasonally Adjusted Annual Rate). While the uptick in.

Automotive 150

Automotive Sales Marketing 150

InMoment XI

JULY 15, 2014

In 2009, Netflix announced a competition: $1 million dollars to the best new recommender algorithm. If you’re familiar with Netflix, you know the website can recommend what movies you like based on your ratings of other movies. Netflix supplied anyone with a dataset, but the test of accuracy would be applying the algorithm to people.

How To 150

How To 150

InMoment XI

JUNE 8, 2015

This is especially spectacular when compared to the dark days of 2009 when two automotive giants, General Motors and Chrysler, were in bankruptcy and everyone was ratcheting back production to the 10m market reality. 2015 has been a great year for automotive sales with a 17.1 SAAR (Seasonally Adjusted Annual Rate). While the uptick in.

Automotive 150

Automotive Sales Marketing 150

InMoment XI

JULY 15, 2009

On Tuesday, July 14, 2009, Allegiance, Inc. announced that it has acquired Inquisite, an innovative provider of online survey software based in Austin, Texas.

Leadership 150

Leadership Innovation Loyalty Feedback 150

QuestionPro Audience

AUGUST 3, 2018

While it’s not as bad as it was in 2009, when new car sales plummeted to less than 11 million, it’s still a warning shot to manufacturers and dealerships alike that they need to take a deeper look into how to close sales, and generate repeat customers. Manufacturers had a nice, seven-year run of revenue growth, but it has come to an end.

Consumers 199

Consumers Study Report Sales 199

ijgolding

AUGUST 12, 2014

I first met Martin at a customer service conference in 2009 – his knowledge, passion and expertise is infectious – his collaboration with Carolyn has produced a resource that is a ‘must-read’ in my opinion.

Social Media 230

Social Media Customer Service Customer Experience Roadmap 230

ijgolding

AUGUST 13, 2014

In 2009 one of the most prominent collapses in the industry came with the demise of Borders. You can read the article in full here. The online revolution has hit the book selling industry harder than many others. Large and small retailers alike have disappeared without a trace.

Customer Centricity 215

Customer Centricity Retail eBook Industry 215

QuestionPro Audience

APRIL 26, 2018

is experiencing its sharpest drop in foreign travelers since 2009. While that might bring to mind an amusement park, the research indicates the top-ranking attractions are more educational, with 65% planning to visit an art or history museum, aquariums (59%) or science museums (56%) coming before theme parks (55%). INTERNATIONAL TOURISM.

Travel 170

Travel Tourism Trends Study 170

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. Image credit: TommL ).

Social Media 154

Social Media Case Study Financial Banking 154

ijgolding

NOVEMBER 28, 2014

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. I’m the creator of the Youtube viral video called United Breaks Guitars that has over 14 million hits and well over 150 million impressions.

Social Media 318

Social Media Airlines Video Consumers 318

Experience Investigators by 360Connext

SEPTEMBER 21, 2016

I started using this as our mission when I created the company in 2009. The mission at 360Connext is simple, but we believe it’s important: We’re on a mission to create fewer ruined days for customers. And I believe it’s still an important goals […].

Consulting 110

Consulting Customer Experience Company Customers 110

CX Journey

JANUARY 11, 2018

He did - and in 2009 Zingle was born as the first two-way, business-and-customer communication platform. Ford Blakely is the founder and CEO of Zingle. As a frustrated consumer with an entrepreneurial spirit, Ford sought to figure out a quicker way to order his latte in the morning.

Omni-Channel 173

Omni-Channel Communication Social Media Hotels 173

NICE inContact

JULY 13, 2016

Our customer, Hoveround Corporation , a leading provider of power chairs, electric scooters and other mobility solutions, chose inContact for its inbound contact center solution in 2009.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

Forrester

SEPTEMBER 11, 2014

In 2009, when the CX space was just starting to gain traction at the C-level, I wrote a report on that topic. One of the most common questions I get from CX professionals is this: "How do I get my executives to support the work I''m trying to do?"

Engagement 98

Engagement Culture Report Customer Experience 98

ShepHyken

JULY 13, 2021

Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. ” About: Jason Ten-Pow is the CEO and President of ONR the CX consulting firm he founded in 2009. Authentic Customer Conversations. Collecting, Sharing, and Acting on Customer Knowledge.

Consulting 93

Consulting Brands Customer Expectations Strategy 93

Experience Matters

APRIL 24, 2015

Don’t Confuse Customer Service With Customer Experience (February 2009). If you are interested in customer journey mapping, then you definitely need to read this post: Five Questions That Drive Customer Journey Thinking. Customer service is one set of interactions that are a component of customer experience.

Customer Journeys 120

Customer Journeys Net Promoter Score eBook NPS 120

Forrester

OCTOBER 10, 2014

Prior to 2009, customer focus had not been a crucial part of E.ON''s strategy. We calculated that the gross margin losses based on customer churn during 2009 amounted to approx. Q: When did your company first begin focusing on customer experience? €150m across the group.

Customer Experience 87

Customer Experience Automotive Fashion Advertising 87

Interactions

JANUARY 21, 2025

power outages since 2000 have been due to extreme weather; heat season outages alone have increased by 60% since 2009, according to Climate Central. On average, the U.S. suffers more than 20 severe weather events per year that cause losses over $1 billion each, the National Oceanic and Atmospheric Administration (NOAA) reports.

Connections 62

Connections Self Service Poor Customer Service Virtual Agent 62

ShepHyken

JULY 13, 2021

Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. ” About: Jason Ten-Pow is the CEO and President of ONR the CX consulting firm he founded in 2009. Authentic Customer Conversations. Collecting, Sharing, and Acting on Customer Knowledge.

Consulting 85

Consulting Brands Customer Expectations Strategy 85

Amity

NOVEMBER 9, 2016

As early as 2009 , the number one request from customers was “better human service”, which they placed above the integration of different channels and enriched content. In 2016, 60% of Customer Success Organizations have been around for 2 years, or less. source ).

Customer Success 107

Customer Success Customer Retention B2B Customer Centricity 107

AWS Machine Learning

DECEMBER 12, 2023

The project was awarded 2009 National medal of Technology and Innovation. He was a recipient of the NSF Faculty Early Career Development Award in 2009. Mamidala contributed towards the BlueGene class of computers which often led the Top500 ranking of the most powerful and power-efficient supercomputers. He founded StylingAI Inc.,

Training 127

Training Meeting Conference Financial 127

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

ShepHyken

MARCH 8, 2017

In 2009 they paid $5.1 I’m predicting the owners will sell the domain name for more than seven figures, but for the right brand it will be well worth it. For example, who better to own Toys.com than Toys ‘R’ Us. If you’re in the mortgage business, it seems like Loans.com would be a natural.

Customer Service 120

Customer Service Banking Customers Customer Service Training 120

Comm100

FEBRUARY 1, 2023

Comm100 Headquartered: Vancouver, British Columbia, Canada Founded: 2009 Comm100 is a global provider of live chat used by such higher education institutions as University of British Columbia, Thompson Rivers University, McMaster University, and The Open University.

Effort Score 189

Effort Score Wait Times Video Communication 189

ShepHyken

JULY 11, 2022

In the last six months alone, one in ten workers said they had quit their jobs, resulting in the highest UK quit rate since 2009. (TechNative) Businesses are still very much battling retention issues, as talent continues to move between companies at pace.

Customer Service 25

Customer Service Average Handle Time Metrics Social Media 25

Customer Bliss

MARCH 23, 2022

In 2009, Netflix made cultural history when then chief talent officer Patty McCord and CEO Reed Hastings created a 124-page PowerPoint document entitled “Netflix Culture: Freedom & Responsibility.” Furthermore, in the wake of the “Great Resignation,” companies in every industry are feeling upheaval.

Case Study 139

Case Study Culture Study Company 139

Alida

APRIL 5, 2017

After receiving disappointing scores on its 2009 patient satisfaction index, the clinic brought on a team of experts to conduct a quantitative and qualitative study on patients’ expectations. Or Amazon can offer helpful, tailored suggestions for other products and services customers actually want based on search and browsing histories.

Retail 154

Retail Customer Base Strategy Rewards Programs 154

Totango

APRIL 7, 2021

In 2009, Apple debuted its “There’s an app for that” commercials – and started a worldwide phenomenon. This article explores Totango’s workflow integrations including Segment and Zapier, but these are just a few of the ways you can automate and streamline your workflows with Totango.

Social Media 118

Social Media Customer Success Tools Connections 118

Storyminers

APRIL 6, 2020

Even though companies are usually taking a step back in times of crisis (for example, during the global economic recession of 2007-2009), this case is totally different. However, everyone is currently experiencing an unprecedented situation, which has forced us to stand back, breathe and think.

Brands 147

Brands How To Policies Course 147