Vonage

JULY 3, 2018

To illustrate this point, he recalled the summer of 2011, when Netflix decoupled its DVD business and its streaming business while, at the same time, increasing the price of its subscriptions. Success is also about mistakes. True customer success is how you react when you make a mistake,” Kirk says. Subscribers left and stocks went down.

Customer Success 204

Customer Success Social Media Metrics Customer Centricity 204

Customer Bliss

JULY 3, 2018

There are so many good people on the frontlines who are waiting for good leadership to help the company execute its mission. To improve the employee experience, Greg and his team realized they have to take off the handcuffs of employees. Allow them more freedom to give the customers a voice. What Do You Know Now That You Wish You Knew Then?

Government 120

Government Customer Experience Management Customer Experience Management 120

ShepHyken

MARCH 18, 2024

Fact Sheet: The President’s Budget Improves Customer Experience to Better Serve the American People by The White House (The White House) To build on the historic progress made under President Biden’s leadership, the American people need a modern and effective government.

Customer Service 78

Customer Service Government Employee Experience Video 78

Alida

JUNE 16, 2016

A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. In 2011, she co-founded the Customer Experience Professionals Association , an industry group that has now over 4,000 members. Her blog is widely recognized as one of the top blogs on CX.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

Optimove

MARCH 14, 2019

This was around 2011-2012, and most of these concepts just started garnering attention. The post Launching the PostFunnel Forums: Putting CRM Thought-Leadership on a Pedestal appeared first on Optimove. I’ll be frank, I don’t think we were aware of the benefits and advantages a well-established content marketing machine brings.

CRM 40

CRM Leadership Travel Advertising 40

Beyond Philosophy

FEBRUARY 19, 2019

Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand. However, she knew the Customer Experience was a significant influence in the success of retailers in the disruptive retail environment of 2011 and beyond. During her tenure, Kahn asked retailers to describe their idea of a great retailer.

Retail 142

Retail Competitive Advantage Leadership Examples 142

Helen Dewdney

FEBRUARY 28, 2020

Ridiculous, and shows just how poor the leadership at Royal Mail is. Making decisions which are quickly overturned over and over again such as posties being on foot, then their own cars, then trolley boxes, then bikes and then in pairs in vans. All this over just a few years. rise on previous year. rise on previous year.

Policies 73

Policies Leadership Report Course 73

Horizon CX

DECEMBER 27, 2019

His research was then fully published in 2006 in a milestone book titled The Ultimate Question and revised and expanded even further in his follow-up publication in 2011 titled The Ultimate Question 2.0. 58% of leadership teams support, endorse, and champion CX. It complements other CX metrics but is less likely to stand alone.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Michelli Experience

MARCH 15, 2017

My water fascination dates back to at least 2011 when I wrote the following…. So, that was what I wrote in 2011 and we all know iPods gave way to streaming audio and smartphones, but how has bottled water done? Not just any water…A very special water – the kind you find in a bottle. bottled water is truly a phenomenon of our time.

Trends 230

Trends Brands Sales Course 230

Customer Bliss

OCTOBER 3, 2019

Such a large undertaking, of course, requires leadership to be on board. Leslie helped guide the company and clients through the economic downturn and a period of regulatory changes before accepting her current role in 2011. This requires an internal culture change. Click To Tweet.

Culture 147

Culture Customer Experience Retail Resources 147

Oracle

FEBRUARY 22, 2021

In 2011, Bryant founded @BlackGirlsCode to increase women of color in #STEM fields. Stacy Brown-Philpot is one of the leading voices in technology leadership. 10 Inspiring Leadership Quotes by Women in Tech. The organization has a bold goal to train one million young women by 2040. You Go, Girl! pic.twitter.com/KiVU9WoPJc.

Technology 100

Technology Government Innovation Leadership 100

Customer Bliss

MAY 24, 2016

The work that Alison and the leadership team at Columbus (OH) Metropolitan Library has in fact been heralded around the world in their innovative approaches in this industry many might think is moving toward retirement. A lack of clarity in an organization is a leadership problem, not a managerial-level problem.

Leadership 135

Leadership Engagement Marketing Connections 135

CSM Magazine

OCTOBER 1, 2020

Starting with his 20 years at Amazon, where he provided finance leadership for several of the company’s most significant business initiatives and oversaw operations for others while Amazon scaled to $200 billion in sales and grew the team from 1,000 to 575,000 employees.

Industry 52

Industry Financial Leadership Sales 52

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. B2B Blog Customer Experience customer service Featured customer relationship management leadership linkedin loyalty management'

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Totango

JANUARY 22, 2018

With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries. Prior to joining Google in 2011, Dante has held several roles in higher education, consulting, and in software development.

Customer Success 76

Customer Success Meeting Lifetime Customer Consulting 76

Experience Investigators by 360Connext

JANUARY 7, 2015

And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. If the leadership is referring to shareholders exclusively, the customers are forgotten. Blog Culture Customer Experience Featured c-suite leadership linkedin'

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

ShepHyken

MARCH 21, 2017

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service.

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

Customer Bliss

APRIL 20, 2018

Edwin and his team worked with a Center for Transformation of Leadership where they had a Mile Marker course: focus on mindfulness, art of inquiry, presence and how you show up to a client. Leadership got back some really great feedback from clients, and Edwin had a gallery of new stories to help CX orientation come alive.

Competitive Advantage 148

Competitive Advantage Chief Customer Officer Infographics Culture 148

Beyond Philosophy

FEBRUARY 1, 2021

The year the company put that ad (2011), revenue grew by about 30% and a further 75% between 2013 and 2018. Kaepernick has had a contract with the company since 2011, but it was on the verge of expiration when the company crafted an extension. In fact, their revenue grows every time it amplifies its social mission. .

Marketing 147

Marketing Hospitality Hotels Consumers 147

Customer Bliss

JULY 26, 2016

Renee’s path to customer experience leadership is one I like to highlight because she earned her role through the years by proving her ability to lead and run a successful operation. The importance of leadership buy-in. You need leadership support. Here’s what Renee said: It doesn’t have to be perfect to start.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Culture 100

Daniel Group

FEBRUARY 5, 2021

Butler’s a client of ours since 2011. It’s starting to be ingrained more in our culture, our leadership buy-in. Jodi Phillips (05:25): So again, I think it goes back to our leadership and our organization, with that stronger focus on that healthy side of our business. Lynn Daniel (01:11): Okay, great.

Effort Score 111

Effort Score Leadership Groups Communication 111

ijgolding

JANUARY 14, 2019

In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. However, I do want to draw your attention to the second paragraph in the Wikipedia definition.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

Customer Enthusiast

OCTOBER 26, 2018

It needs to be actuated: modeled by leadership, embedded in the hiring and onboarding processes, and integrated into its performance management system. Finding answers to these questions is important but insufficient if merely trumpeted on the corporate website or in the annual report.

Customer Experience 90

Customer Experience Net Promoter Score Effort Score Culture 90

Talkdesk

MAY 2, 2019

Since its inception at a hackathon in 2011, Talkdesk has grown to be one of the most recognizable names in the contact center industry. Did you know Talkdesk was conceptualized in Portugal?

Apparel 42

Apparel Contact Center Leadership Groups 42

Totango

JANUARY 22, 2018

With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries. Prior to joining Google in 2011, Dante has held several roles in higher education, consulting, and in software development.

Customer Success 48

Customer Success Meeting Lifetime Customer Consulting 48

Customer Bliss

NOVEMBER 1, 2016

Prior to her current role, she has worked at Flynn Heath Hoat Leadership, Barclays, Wachovia, and more. There needed to be a process here, so … … launch a process: In her case, it was a 2011 launch of a federal student aid social media process. The Scope of Brenda’s role.

Chief Customer Officer 100

Chief Customer Officer Social Media Call Center Leadership 100

Customer Bliss

JULY 26, 2018

When first starting in your new #CX leadership position, form supportive partnerships. William sought out his direct peers across the agencies he works with and formed a cross-state team to hold monthly meet-ups to discuss items on their agendas. I always say, know who to dance with - be sure you have an ally in this work. #CX

Government 111

Government Chief Customer Officer How To Roadmap 111

ijgolding

NOVEMBER 29, 2016

With the creation of the Customer Experience Professionals Association in 2011, it is only in the last five years that the skills and competencies required for an organisation to become continuously and sustainably customer centric have come to the fore.

Customer Experience 120

Customer Experience Company Customer Centricity Strategy 120

PeopleMetrics

AUGUST 25, 2014

In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. Because it’s emphasized at the leadership level, we embrace the culture of taking the client needs into consideration when all decisions are made. It’s just how we do business.

Customer Centricity 124

Customer Centricity Tips Feedback Customers 124

Customer Bliss

MAY 3, 2017

He is a sought-after speaker and advisor to corporate leadership teams around the world. His first book, The Challenger Sale: Taking Control of the Customer Conversation (Penguin, November 2011), was a #1 Amazon as well as Wall Street Journal bestseller, selling more than half a million copies worldwide.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

CSM Magazine

APRIL 1, 2021

Automation features and functions in Pipeliner CRM provides the means for sales teams to organize and interpret data so that leadership decisions can be made rapidly and accurately,” said Nikolaus Kimla, CEO of Pipeliner CRM. “The constant changes in today’s business world have increased the demands for the immediate delivery of data.

CRM 52

CRM Analytics Report Sales 52

Confirmit

SEPTEMBER 18, 2019

With the help of Confirmit’s partnership, CXPA is able to keep membership and event fees low, provide resources and materials to support thought leadership excellence in the field, and orchestrate worldwide celebrations such as Customer Experience (CX) Day. A win/win for all concerned. Not familiar with CXPA?

Customer Experience Professionals 40

Customer Experience Professionals Insurance Leadership Innovation 40

Michelli Experience

DECEMBER 27, 2017

Irrespective of all the store closings that took place in 2017, US retailers had the highest sales since 2011. For example, one need look no further than early numbers from the 2017 Christmas shopping season. Year-over-year numbers are up 4.9%. Yes, Virginia, there is retail in America, and it is not on the verge of collapse.

Retail 138

Retail Consulting Sales Technology 138

Customer Guru

MAY 22, 2018

Source: Aon Hewitt European Manager Survey 2011. So, if the leadership happens to preach certain traits to the employees, then it must be sure to exemplify the same. Aon Hewitt. Sales: Fabick CAT showed an improvement of 300% net industry sales due to enhanced employee engagement.

Employee Engagement 96

Employee Engagement Engagement NPS Survey 96

Magellan Solutions

JULY 17, 2021

In 2005 its leadership team made a strategic decision to integrate the company’s multiple business units into a single unit. In 2011, Microsoft purchased Skype for US$8.5 Well-known consumer products giant Unilever Europe, over the years, had expanded by country and division. They then created one ERP system. Procter & Gamble .

Call Center 52

Call Center B2B Sales B2C 52

Storyminers

JULY 6, 2020

The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Bill Quiseng. Bruce Temkin. Dan Gingiss. Jeanne Bliss.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Gainsight

OCTOBER 23, 2019

Leadership can’t look at CS software like it does software for the accounting team or even the sales team. He recounted how he went through a similar process when the marketing tech world was in its infancy back in 2011. Guess how many tools were on the market map in 2011, the first year it was produced?

Software 60

Software Customer Success Tools Customer Centricity 60