CSM Magazine

MARCH 24, 2022

Brad Hawkins has been with ServicePower since 2004, where he currently serves as Senior Vice President of Products and Solutions and oversees operations, development and product management. About the Author.

Retail 119

Retail Customer Experience 2004 Competitive Advantage 119

Beyond Philosophy

APRIL 28, 2019

That was in 2004. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. No, he wanted to know how much money he would get back by investing in my idea. I didn’t know. After millions of answers from thousands of respondents in hundreds of countries, we discovered the answer.

2004 126

2004 Insurance Consulting Loyalty 126

CSM Magazine

SEPTEMBER 29, 2022

Lucia in 2004, KM 2 Solutions has seen consistent and exponential growth across the Caribbean and Latin America. We remain committed to further growth and to provide not just jobs, but lifelong careers to the people of Barbados, Grenada, and St. Said David Kreiss, President & CEO of KM 2 Solutions. Since its inception in St.

2004 59

2004 Contact Center Telecommunications Hospitality 59

Clarivate

APRIL 14, 2024

In 2004, when I chaired the EC Monitoring Committee for the Evaluation of FP6, we were provided with a spread of data on assessments prior to funding, data monitoring on progress, and traditional evaluations as projects approached outcomes.

Government 59

Government 2004 Culture Metrics 59

Team Support

JANUARY 20, 2021

Since 2004, ServiceXRG has guided the world’s leading technology companies in their strategic efforts to retain customers, grow recurring revenue, and achieve cost efficiencies through the delivery of high-quality Technical Support and Customer Success services.

B2B 81

B2B 2004 Exceptional Customer Service 2020 81

Team Support

JANUARY 12, 2021

Since 2004, ServiceXRG has guided the world’s leading technology companies in their strategic efforts to retain customers, grow recurring revenue, and achieve cost efficiencies through the delivery of high-quality Technical Support and Customer Success services.

B2B 86

B2B 2004 2021 Download 86

Clarivate

NOVEMBER 1, 2021

These include Handbook of Quantitative Science and Technology Research (2004), Citation Analysis in Research Evaluation (2005), Applied Evaluative Informetrics (2017), Handbook of Science and Technology Indicators (edited with W. His books became the cornerstone of bibliometrics education. Glänzel, U. Schmoch and M.

2021 105

2021 2010 2004 2005 105

Brandwatch CX

JANUARY 5, 2019

Facebook was launched on February 4, 2004 , by Mark Zuckerberg and his Harvard College roommates. In March 2004 , Facebook expanded to the universities of Columbia, Stanford, and Yale. For marketers, these statistics can help in developing strategies to ensure you are targeting the audience you want to reach in the most effective way.

2004 97

2004 Advertising 2006 2015 97

Team Support

NOVEMBER 11, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. About ServiceXRG Service Excellence Research Group (ServiceXRG) helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

2004 98

2004 Download Sales Customers 98

Team Support

SEPTEMBER 14, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. About ServiceXRG Service Excellence Research Group (ServiceXRG) helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

B2B 81

B2B 2004 Customer Retention Download 81

Team Support

SEPTEMBER 8, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. About ServiceXRG Service Excellence Research Group (ServiceXRG) helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

B2B 64

B2B 2004 Download Customer Expectations 64

Think Customers

NOVEMBER 2, 2014

Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights the individuals responsible for game-changing customer-focused strategies-- a truly unique event that honors the leaders who create innovative change in their organizations. 1to1Media.com/weblog.

2014 70

2014 2004 Events Loyalty 70

ShepHyken

FEBRUARY 19, 2019

About : Martha Brooke founded Interaction Metrics in 2004 with the mission of dramatically improving the customer experience. It starts with having really authentic conversations. Open-ended questions are where the gold lies.” – Martha Brooke. She is a Certified Customer Experience Professional (CCXP) and holds a Blackbelt in Six Sigma.

2004 76

2004 Feedback Customer Experience Professionals Metrics 76

Magellan Solutions

NOVEMBER 7, 2023

They first delegated their technical support in India as early as 2004. This is where outsourcing inbound calls and other administrative tasks to accommodate the spike in demand comes in. This setup works well for Microsoft, a leading vendor of computer systems and cloud services.

Call Center 52

Call Center 2004 Competitive Advantage Financial 52

Provide Support

MARCH 20, 2018

Although AI is yet to take over our lives in a formidable way, as projected in 2004 blockbuster movie- I, Robot , the technology is certainly pervasive. A decade ago, our familiarity of AI was only restricted to the silver screen. But today, the scenario has changed completely.

2004 53

2004 2003 Customer Experience Insurance 53

ServiceDock

JUNE 9, 2017

It employs thousands upon thousands of seriously talented people and has a valuation in the hundreds of billions having only been founded in 2004. Facebook is an amazing company.

2004 48

2004 Customer Service Customers 48

Alida

APRIL 7, 2016

Even the venerable Pew Research has seen its response rate plummet from 36 percent in 1997 to only nine percent in 2004. Customer annoyance towards surveys and, as a further consequence, declining response rates. The antidote to the survey epidemic. So how can companies battle the epidemic of surveys?

2004 169

2004 Download Customers Engagement 169

Avaya

JANUARY 24, 2018

An original MiFID was enacted in 2004, prior to the 2008 global financial crisis. The first fine for non-compliance of the 2004 MiFID directive was given out to Barclays for inaccurate transaction reporting. Ad hoc changes were made by individual countries to address issues that resulted from the crisis. Barclays’ fines totaled £2.45

2004 46

2004 White Paper 2008 2006 46

Retently

JULY 28, 2023

If we are to look at the available research, we’d see that – back in 2004 – Forrester Research did a report that showcased how important a more centralized approach to the customer experience is. Yet, t he term Chief Experience Officer is relatively recent compared to a similar role – the Chief Customer Officer (CCO).

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

CSM Magazine

NOVEMBER 26, 2020

Since 2004, we’ve been targeting this Triple Point in areas like infrastructure, energy efficiency and social housing, unlocking investment opportunities that make a difference. Localz is used by RAC, HSS Hire, OVO Energy, Autoglass, Rentokil, and Woolworths. For more information: www.localz.com . Triple Point .

2004 52

2004 Retail 2013 Communication 52

Win the Customer

MARCH 8, 2017

In 2004, Unilever brand Dove conceived the Dove Campaign for Real Beauty , which promoted the company’s products by changing the emotions associated with personal care and beauty products. Dove: Repackaging Emotional Associations.

Brands 118

Brands Customer Experience 2004 2008 118

Optimove

AUGUST 4, 2021

In his 2004 famous Ted Talk, Choice, Happiness and Spaghetti Sauce , Malcolm Gladwell talked about cluster analysis in marketing and helped to popularize the notion that marketing SHOULD be personalized. From a Wince to Delight.

2004 87

2004 Loyalty 2021 Customers 87

Avaya

JANUARY 26, 2018

This EU legislation serves as a much-needed upgrade from the original MiFID, enacted in 2004, and addresses key issues that resulted from the 2008 global financial crisis. Under the 2004 MiFID directive, there was no mandatory requirement to record communications involving client orders. Recording Regulations: Raising the Bar.

2004 51

2004 White Paper Financial 2008 51

Michelli Experience

MARCH 2, 2016

Having worked with Starbucks since 2004, as I began my journey to my first of two books about them ( The Starbucks Experience and later Leading the Starbucks Way ), friends and colleagues are quick to contact me whenever Starbucks makes the news. That goes for both good and bad news!

Loyalty Programs 45

Loyalty Programs Loyalty 2004 Rewards Programs 45

Interactions

OCTOBER 17, 2019

“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today.

Interaction 48

Interaction 2004 Customer Care 2020 48

West Monroe

SEPTEMBER 4, 2023

We think of ourselves as the OG digital disruptor because we started premium cosmetics for $1 back in 2004, when e-commerce wasn’t nearly as popular as it is today. I’d love for you to share your origin story and how you managed to keep the same sensibility over all these years.

Culture 52

Culture E Commerce 2004 E-support 52

Team Support

NOVEMBER 10, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. About ServiceXRG Service Excellence Research Group (ServiceXRG) helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

2004 59

2004 B2B Download Sales 59

ReviewTrackers

SEPTEMBER 1, 2020

Founded in 2004, it has also become one of the top digital platforms for businesses looking to improve their online reputation, enhance their search engine visibility, engage with potential and existing customers, and drive more people to their business locations. Facts and Figures About Yelp.

Advertising 81

Advertising 2004 2018 Automotive 81

Talkdesk

OCTOBER 16, 2019

In 2004, the founders envisioned a company that listened carefully to customers and empowered them with technology to achieve their goals faster and more effectively. Today, Cherwell® Service Management software enables IT departments to easily automate routine tasks, enhance response times and free up valuable time.

2004 44

2004 Customer Service Contact Center 2019 44

Strativity

SEPTEMBER 22, 2015

As published in Focus: Customer by Lior Arussy, 2004. While the methods of delivering exceptional Customer Experiences are ever-evolving, the core ideals, messages, and concepts behind them will be relevant for years to come. At The Heart of Commoditization, or What Happened to the Chocolate on the Pillow?

2004 40

2004 Customer Experience Customers Customer Relationships 40

Team Support

JANUARY 26, 2021

Since 2004, ServiceXRG has guided the world’s leading technology companies in their strategic efforts to retain customers, grow recurring revenue, and achieve cost efficiencies through the delivery of high-quality Technical Support and Customer Success services. Our customers know the TeamSupport tool.

B2B 64

B2B E-support 2004 Download 64

Strativity

SEPTEMBER 22, 2015

As published in Focus: Customer by Lior Arussy, 2004. While the methods of delivering exceptional Customer Experiences are ever-evolving, the core ideals, messages, and concepts behind them will be relevant for years to come. At The Heart of Commoditization, or What Happened to the Chocolate on the Pillow?

2004 40

2004 Customer Experience Customers Blog 40

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”. It was not an unfair question, but it was one for which I had no answer.

Net Promoter Score 155

Net Promoter Score 2004 Insurance 2007 155

Beyond Philosophy

APRIL 2, 2020

I wrote a book in 2004, Revolutionize Your Customer Experience , that showed the four customer-centricity orientations that organizations have, which range from Naïve to Natural. The Peak End Rule requires organizations to ask what emotions they want to evoke in their customer experience. They naturally put customers first.

2004 159

2004 Retail Brands Books 159

Horizon CX

MARCH 1, 2021

In 2004, D. Our stated business case that quarterly objectives were less likely to be achieved without taking care of customers drew nods but little change in perspective. The analogy of pushing wet spaghetti up a hill was often raised. Randall Brandt at Burke, Inc.

ROI 52

ROI Return on Investment 2004 Financial 52

Horizon CX

JULY 15, 2019

When I first began my CX journey back in 2004, I was in that state of needing to learn a brand-new discipline where the learning options were few and far between—books, webinars, meetings, vendor conferences, and some short 1-day vendor presentations on the topic. There’s also the issue of self-discipline when it comes to online learning.

2004 45

2004 2011 Presentation Entertainment 45

ijgolding

MARCH 20, 2018

I started EarlyBridge in 2004. Then I was with KPMG for a few years in the Netherlands before I started my own company in 2004. It’s shocking to me still sometimes how far removed we are from being able to look through the eyes of our customers. We work with organisations large and small to help them be more customer-centric.

Culture 61

Culture 2004 Customer Journey Mapping Customer Centricity 61