InMoment XI

JULY 15, 2009

On Tuesday, July 14, 2009, Allegiance, Inc. This acquisition accelerates Allegiance’s leadership position in the Enterprise Feedback Management (EFM) space, and its focus on building next generation voice-of-the-customer (VOC) and voice-of-the-employee (VOE) feedback systems to increase loyalty and. View Article

Leadership 200

Leadership Innovation Loyalty Feedback 200

InMoment XI

JULY 15, 2009

On Tuesday, July 14, 2009, Allegiance, Inc. This acquisition accelerates Allegiance’s leadership position in the Enterprise Feedback Management (EFM) space, and its focus on building next generation voice-of-the-customer (VOC) and voice-of-the-employee (VOE) feedback systems to increase loyalty and. View Article

Leadership 200

Leadership Innovation Loyalty Feedback 200

InMoment XI

JULY 15, 2009

On Tuesday, July 14, 2009, Allegiance, Inc. This acquisition accelerates Allegiance’s leadership position in the Enterprise Feedback Management (EFM) space, and its focus on building next generation voice-of-the-customer (VOC) and voice-of-the-employee (VOE) feedback systems to increase loyalty and. View Article

Leadership 200

Leadership Innovation Loyalty Feedback 200

Happy or Not

MARCH 18, 2022

And if not by name alone, by having seen, and, undoubtedly, leaving feedback via our Smiley-faced feedback terminals used by thousands of businesses worldwide. . billion feedback responses for our customers to date. Finland’s spot comes as no surprise, as our data on customer feedback shows high levels of customer satisfaction.

Policies 69

Policies Customer Satisfaction Feedback Touchpoint 69

Retently

JULY 28, 2023

According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO. 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 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

Retently

MARCH 23, 2023

In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback. Since 2009, CIGNA has been monitored by relevant authority institutions. That’s the case with CIGNA, a health and life insurance company with a score of -1.

Net Promoter Score 102

Net Promoter Score Company NPS Effort Score 102

Education Services Group

FEBRUARY 3, 2021

Through a combination of customer community, knowledge base, and product feedback features, inSided enables customer engagement, self-service support, discussion, and idea generation. Founded in 2009, inSided is headquartered in Amsterdam with an office in New York.

Customer Success 52

Customer Success Self Service Knowledge Base Consulting 52

Comm100

FEBRUARY 1, 2023

out of 5 CSAT score, and positive feedback from live chat engagements that feel personal and genuine. By delivering fast and convenient support, Cambrian College has boosted enrollment and is looking to expand live chat across other departments. Cambrian College now enjoys an impressive 4.5

Effort Score 216

Effort Score Wait Times Video Communication 216

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. In those, customers give feedback, and Sprint responds to the feedback. He was careful not to over-survey, however — focusing more on the ability to respond to the feedback.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Optimove

OCTOBER 20, 2022

Critical to a VOC program is capturing feedback from the right people, at the right time, through the right channel. Social media remains one of the best ways to get your consumer feedback on products and services in real-time and build relationships. The Great Recession of 2007-2009 was spurred by the housing bubble in the U.S.

Customer relationships 52

Customer relationships Consumers Marketing Social Media 52

Alida

DECEMBER 15, 2016

Between 2009 and 2013, annual hospital deals have increased 14 percent. More importantly, prove to your employees that you’re listening and use their feedback as you make improvements to your services. Using community feedback, the company made significant decisions on things like uniforms, in-flight food options and magazine branding.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

Lithium

JULY 27, 2022

uCern was started in 2009 on the Jiva platform, and at that time we let anyone create a group. We are currently looking at archiving more inactive groups and realigning our community structure based on feedback we have received. Not a good idea. I would NEVER recommend this for a community. So how do we manage this many groups?

Groups 52

Groups Exercises Video Management 52

ThriveableBiz

JANUARY 18, 2023

Four types of customers There’s an excellent 2009 Harvard University study by Professor John Quelch and Research Associate Katherine E. People are usually very willing to give you feedback, especially if you have an existing relationship - which is a whole other topic! Jozc on How to Market in a Downturn.

How To 98

How To Tips Social Media Customer relationships 98

Customers Rock!

APRIL 14, 2010

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. Recently on Customers Rock! Radio , I had the opportunity to have a conversation with Richard Owen, CEO of Satmetrix.

Social Media 154

Social Media Case Study Financial Competitive Advantage 154

Centercode

MARCH 27, 2019

The company is a long-time believer in the value of both dogfooding and beta feedback initiatives. Even Gmail, Google Calendar, and Google Docs stayed “in beta” for a full five years (and gained 100 million users) before they removed the “beta” label in 2009. Ongoing Updates.

User Experience 75

User Experience Industry Feedback Course 75

Gainsight

NOVEMBER 1, 2022

When I wanted to scale my company in 2009, I was faced with the conundrum of choosing between hiring more people to onboard and service our accounts and risking future layoffs versus improving overall business efficiency. But only if they are built for durable growth. Here are three ways SaaS has changed for the better over the years.

B2B 52

B2B B2C Software Customer Success 52

Customer Guru

MAY 22, 2018

It must also be understood that when employees provide feedback, they expect remedial action on their grievances. Apart from this, simple actions by leaders such as giving constructive feedback, discussing career goals and aspirations, and simply showing warmth and care go a long way in keeping employees motivated and engaged.

Employee Engagement 96

Employee Engagement Engagement NPS Survey 96

ClearAction

FEBRUARY 7, 2016

70% of best-in-class adopters of customer experience management use customer feedback to influence strategic decisions, compared to half of industry-average organizations and 29% of laggards.(2). Customer Survey Actions & Feedback to Customers BKM: Boeing, Motorola, Symantec. Customer Centricity.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Customer Bliss

JANUARY 24, 2017

From his LinkedIn: Scott Bajtos joined VMware in 2009 and oversees the company’s global services team, which includes education, technical support, professional services support and customer advocacy to ensure a best in class pre and post sales experience for customers and partners. Obviously you want a focus in both areas.). About Scott.

Loyalty 100

Loyalty Leadership System Engagement 100

Win the Customer

DECEMBER 15, 2015

Although many organizations affirm to having a focus on developing customer experience and investing in customer service, Bain research from 2005-2009 showed that only 1 in 9 organization actually excelled in all of the critical categories related to customer relations. Are You Experienced Enough in Customer Experience?

Infographics 52

Infographics Net Promoter Score Customer Experience NPS 52

Clarabridge

JULY 18, 2018

In September 2009, Simon Sinek stood in the middle of a stage in a cozy theater in Puget Sound, Washington and delivered one of the most iconic TED talks to date. Although customer experience (CX) was a nascent space back in 2009, it is easy to extend his argument to the customer experience space today.

Effort Score 40

Effort Score Measurement Analysis Social Media 40

ReviewTrackers

APRIL 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. at the Cleveland Clinic from July 2007 to July 2009, according to Managed Healthcare Executive. Reviews Hint at Illegal Practices. The Chief Experience Officer: An Important Role in Healthcare.

Healthcare 50

Healthcare Insurance Hotels Hospitality 50

Middlesex Consulting

DECEMBER 14, 2015

Some are based on “industry best practice”, some are based on feedback from a small number of important customers, and some were established in the early days of your organization’s history and never updated. But there is a much better way to establish targets – based on your customer’s feedback.

This

Analysis 60

Analysis Financial Call Center Loyalty 60

Middlesex Consulting

DECEMBER 14, 2015

Some are based on “industry best practice”, some are based on feedback from a small number of important customers, and some were established in the early days of your organization’s history and never updated. But there is a much better way to establish targets – based on your customer’s feedback.

Analysis 60

Analysis Call Center Financial Loyalty 60

Chattermill

SEPTEMBER 11, 2019

Ensure you collect data points across all customer touchpoints, across the entire customer journey such as complaints, support requests, transactions, social media and customer feedback. Don’t ignore customer feedback. As a reason to ignore customer feedback (thankfully, this is becoming less common).

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company. Seeking trustworthy feedback.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Beyond Philosophy

JULY 16, 2019

One of the things that we do for clients in our global Customer Experience consultancy is what we call a Customer Mirror , which is where we have your experience as if we were a customer and then give you feedback on it. New York: Penguin Books, 2009. 9 July 2019. < < [link] > Thaler, Richard H., and Cass R Sunstein.

Insurance 126

Insurance Customer Journeys Comparison Consulting 126

Retently

OCTOBER 19, 2018

According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO. 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 83

Chief Customer Officer Customer Centricity Call Center Metrics 83

Helen Dewdney

MARCH 21, 2019

We will be considering feedback from all parties including the trial participants before any decisions are made about the future of the service.” The cost of stamps has risen year on year. Cost of second class stamps Cost of first class stamps . rise on previous year. rise on previous year.

Government 46

Government Policies Management Financial 46

Natalie Petouhof

JANUARY 29, 2016

Tweet I remember back in 2008-2009 being asked whether social / digital / communities had any business value. Think about customers talking to companies and giving honest feedback that helps: Improve products and services and even helps the company innovate. Why is that? Reduces unnecessary steps or processes.

ROI 40

ROI B2C Case Study B2B 40

Second to None

MARCH 8, 2019

Similarly, a 2015 Glassdoor study found that firms ranked on their “Best Places to Work” list overshadowed the S&P 500 from 2009-2015 by as much as 123.3 percent more returns over the span of eight years. 2] Employee Burnout.

Study 48

Study Financial Customer Centricity Employee Experience 48

Waypoint Group

JANUARY 14, 2015

In the customer feedback world we’re often tempted to use average scores to present our feedback (survey) results. ” There are significant problems with these statements, many of which are well documented in a book called, The Flaw of Averages (Wiley, 2009) and also discussed briefly on this blog at [link].

B2B 40

B2B Net Promoter Score Effort Score NPS 40

Qualtrics

OCTOBER 11, 2019

One of the key building blocks to creating a truly exceptional employee experience is cultivating an environment where employees feel free to both share and receive open and honest feedback. 6 If team members aren’t coming to you, make an effort to reach out to them individually to solicit their feedback and share with them.

Culture 26

Culture Communication Multi-Channel Feedback 26

Customer Guru

FEBRUARY 23, 2018

This article is framed in a question-answer format; please feel free to share your feedback on the article too. When Zoona was first launched in Zambia in 2009, there was a post office and money transfer service called Swift Cash, but it used to have very long queues and high charges. Can you tell me what Zoona is?

Groups 112

Groups Marketing Customer Experience Financial 112

Lithium

SEPTEMBER 26, 2019

Sinek went viral in 2009 after he delivered a TED Talk that discussed the relationship between success and understanding the underlying purpose of an organization. Let your audience know you appreciate their feedback and that they matter to your brand. Understand your purpose.

Social Media 40

Social Media Brands Consumers Video 40

Lithium

SEPTEMBER 26, 2019

Sinek went viral in 2009 after he delivered a TED Talk that discussed the relationship between success and understanding the underlying purpose of an organization. Let your audience know you appreciate their feedback and that they matter to your brand. Understand your purpose.

Social Media 40

Social Media Brands Consumers Video 40

Lithium

SEPTEMBER 26, 2019

Sinek went viral in 2009 after he delivered a TED Talk that discussed the relationship between success and understanding the underlying purpose of an organization. Let your audience know you appreciate their feedback and that they matter to your brand. Understand your purpose.

Social Media 40

Social Media Brands Consumers Video 40