ijgolding

MAY 21, 2018

If the leadership of Toys R Us had asked themselves five years ago, ‘what is our purpose?’ ; and ‘how are we going to continue to make our purpose a reality?’; In the UK, retailers have been struggling with this concept since the demise of 100-year-old Woolworths in 2009. Is it poor leadership? Is it fear of change?

Retail 186

Retail Leadership Case Study Financial 186

ShepHyken

JULY 31, 2018

Quotes: “You can easily tell whether or not a company’s leadership cares. Before founding ethosIQ in 2009, he worked with companies like Apple, Microsoft, Ticketmaster, and Nike. Does giving back increase customer loyalty? All you have to do is look at the employee attrition rate.” – Scott Walker. “If

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

ShepHyken

JULY 31, 2018

Quotes: “You can easily tell whether or not a company’s leadership cares. Before founding ethosIQ in 2009, he worked with companies like Apple, Microsoft, Ticketmaster, and Nike. Does giving back increase customer loyalty? All you have to do is look at the employee attrition rate.” – Scott Walker. “If

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

Customer Bliss

AUGUST 2, 2016

In this capacity, Jeb serves as a customer advocate and works with the Oracle organization to develop and deliver customer programs that increase customer retention, value delivered, satisfaction, and loyalty. Between 2004 and 2009, there was a gradual evolution in what Oracle did with customer feedback. What can we do less of?

Chief Customer Officer 100

Chief Customer Officer Customer Experience Feedback Leadership 100

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. Fred Reichheld had already written several books on loyalty. Elements that once took six weeks could be finished in four hours now, and it began a career-long focus on transformation and change.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Russel Lolacher

SEPTEMBER 30, 2019

” I’ve been explaining “The UPsell” brand with these responses since 2009. Planting seeds of trust and loyalty is the best “upsell” you can achieve. For example: Amazing customer service with horrible leadership and disengaged staff? It’s about building relationships.”

Brands 45

Brands Leadership Course Sales 45

ReviewTrackers

APRIL 27, 2017

” Tamara Herber-Percy, co-founder, said it’s important for hotels to understand what type of loyalty their guests have. at the Cleveland Clinic from July 2007 to July 2009, according to Managed Healthcare Executive. It’s still the most powerful and cheapest marketing out there.”

Healthcare 50

Healthcare Insurance Hotels Hospitality 50

BirdEye

OCTOBER 6, 2023

Reputational risk is potential damage to an organization’s image caused by negative publicity, scandals, or crises that can impact revenue, brand value, and stakeholder loyalty. Example: Toyota’s response to a major recall in 2009 showcased a well-prepared crisis management plan. Your reputation is your lifeline.

Strategy 57

Strategy Social Media Airlines Software 57

ijgolding

APRIL 25, 2016

They almost achieved this through what I described as ‘Desire, Character and Togetherness’ – it was an amazing example of how through great leadership and incredible team spirit, amazing results were possible. Leadership blog ‘Quartz’ writes: While Leicester has talented soccer players, none are superstars.

Sports 0

Sports Leadership Groups Financial 0

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Esteban Kolsky

APRIL 22, 2015

The year was 2009 – eons ago in today’s fast paced world. A then great vendor called Attensity hired me to write some thought leadership into the budding world of Analytics (budding as in people noticing, not as in just emerging as you well know). They seldom take the time to apply he right resources to the right place.

Analytics 60

Analytics CRM Loyalty Resources 60

Verint

DECEMBER 28, 2017

When I started this blog in 2009, I focused on the thorny issues involved with communicating across the sales-engineering interface®. Better yet, take a good long think about the implications of these ideas and strategies for business growth, expansion and your own leadership in 2018. Then, contact me.

Customer Retention 36

Customer Retention Leadership Sales Innovation 36

Beyond Philosophy

SEPTEMBER 13, 2016

CMC Thought Leadership Principal, Beyond Philosophy. For instance, a 2009 social media use study by MarketingSherpa found that, among customers, learning about special offers and sales was a prime motivator for consumers to connect with companies through social media. Michael Lowenstein, Ph.D.,

Social Media 60

Social Media Multi-Channel B2C B2B 60

Beyond Philosophy

OCTOBER 1, 2015

Looking at data since 2009, the portfolio including the simplest brands outperformed the major indexes by 170%. Customers are more likely to recommend you to someone else when you keep it simple. The vast majority, 70% of respondents said they were more likely to recommend a brand with a simple experience. Simple works for your bottom line.

Customer Experience 60

Customer Experience Call Center Advertising Brands 60

Qualtrics

JULY 15, 2019

The common denominator here is effort – whether you’re buying or returning a product, the experience is effortless – something customers are more than willing to give their loyalty for in exchange. Zappos, former online shoe merchant, and current online apparel provider was purchased by Amazon in 2009 for $1.2

Customer Experience 37

Customer Experience Self Service Social Media Apparel 37

ijgolding

MARCH 1, 2017

In 2009 one of the most prominent collapses in the industry came with the demise of Borders. The book selling industry had become the epitome of an industry being torn apart by changes in technology and consumer behaviour. The online revolution hit the book selling industry harder than many others.

Customer Experience 120

Customer Experience Retail Strategy Report 120

ijgolding

OCTOBER 7, 2015

In April 2009, the Zimbabwean Dollar was effectively ‘abandoned’ By the end of 2015, it will officially be demonitised. If you are not up to speed with your Zimbabwean economics history, you may not know that the financial situation in the country can be described as challenging at best.

Case Study 120

Case Study Study Customer Experience Financial 120

SmartKarrot

FEBRUARY 15, 2022

His interactions provide real-world experiences to give frontline workers so they can manage customers and develop meaningful relationships and brand loyalty with them. Blake Morgan is an author, keynote speaker, and customer experience futurist with experience in customer experience leadership services. Blake Morgan. Carla Johnson.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10