CX University

SEPTEMBER 18, 2018

In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1. Four Employee Engagement Strategies that Deliver Competitive Advantage. 1, (Spring 2009): 54-58. Trahant, Bill.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Clarivate

OCTOBER 5, 2023

A 2020 report by McKinsey & Company found that organizations that invested in innovation during the financial crisis of 2009 outperformed the market by 10% during the crisis and by 30% in the post-crisis years. The importance of IP is elevated during a downturn as companies seek to bolster their revenue and gain competitive advantage.

Strategy 59

Strategy Competitive Advantage Financial Innovation 59

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. policy, process, pricing, products, etc.).

Social Media 154

Social Media Case Study Financial Banking 154

ShepHyken

MAY 26, 2017

Companies that track and measure their customer service have a competitive advantage. seconds in 2009! This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. They know when they are doing a great job, and more importantly, they know when they aren’t. Shep Hyken.

Metrics 91

Metrics Net Promoter Score Effort Score Customer Satisfaction 91

Natalie Petouhof

MARCH 6, 2017

Tweet Human Capital As a Key Competitive Advantage. Winning leaders have realized the value of a strong and effective culture as a crucial, competitive advantage. I am very excited about attending the upcoming conference on The New Work Summit #nytnewwork by the New York Times®.

Culture 40

Culture Company Competitive Advantage Conference 40

Magellan Solutions

JULY 11, 2022

Before the COVID-19 Global Pandemic, the world experienced the Global Recession during the years 2007-2009. 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. Why are Outsourcing and Recession Related?

Strategy 40

Strategy Financial Competitive Advantage Resources 40

Kustomer

JANUARY 20, 2022

They demonstrate disloyal behaviors and I think that to create a real, sustainable, competitive advantage, you just can’t rely on satisfying customers. And then when I started my firm in 2009, was how do you get people to open their eyes to the idea that a great customer experience does not have some soft, intangible ROI?

How To 143

How To ROI Study Customers 143