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. Facebook is now the 4th most valuable brand in the world with a value of $73.5bn. Although 75% of brands will pay to promote posts.

2004 97

2004 Advertising 2006 2015 97

Alida

AUGUST 12, 2016

Brands of all sizes around the globe are trying to engage Millennials and understand what motivates them and drives their attitudes and behaviors. Depending on what expert you talk to, this generation could be anyone born from 1982 to 2004 or from 1980 to 1995. Constant connection. Support causes that are important to them.

Customer Insights 189

Customer Insights Insights Engagement Marketing 189

Alida

APRIL 7, 2016

That disintermediation started about a decade ago when customers—for the first time ever—started being able to talk about brands and companies and products without the company engaging in the conversation.”. They are impersonal and generic , not connected to the data or experience of the individual customer.

2004 169

2004 Download Customers Engagement 169

West Monroe

SEPTEMBER 4, 2023

Beauty's Chief Digital Officer, joins the podcast to discuss the ever-evolving customer journey and the balance between customer needs and technology advancement, fostering innovation, and maintaining a seamless physical-digital connection. Beauty is a digitally native brand. Prior to e.l.f.,

Culture 52

Culture E Commerce 2004 E-support 52

BirdEye

JANUARY 11, 2023

The main goal is to find ways to engage with your target audience by creating meaningful relationships that drive brand awareness and ultimately lead to conversions. This gives your brand a personal touch and encourages followers to engage deeper, making them more likely to make the jump from follower to customer.

Social Media 98

Social Media Multi-Channel Advertising 2002 98

Optimove

AUGUST 4, 2021

In simpler terms – is there a connection between personalization at scale and impact on revenue? 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. Spoiler alert: Yup, there is.

2004 98

2004 Loyalty 2021 Customers 98

ShepHyken

JANUARY 31, 2020

Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the support agents of a company do not match their communication styles with the expectations of the age group they are dealing with. Matures- born before 1945.

Customer Service 111

Customer Service Social Media 2004 2005 111

ShepHyken

JANUARY 31, 2020

Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the support agents of a company do not match their communication styles with the expectations of the age group they are dealing with. Matures- born before 1945.

Customer Service 107

Customer Service Social Media 2004 2005 107

Lithium

JUNE 22, 2022

Brands have taken various approaches to TikTok content , and many have found success in crafting traditional TikToks rather than ads you might see before watching a youtube video. Other brands are… well… struggling to achieve their customer engagement goals. So, what sets the great brands apart? Photo Owner | Duolingo.

Entertainment 98

Entertainment Social Media Advertising Government 98

CX Workout - Ideas Blog

DECEMBER 22, 2020

The goal of every brand is to create positive emotional experiences that deepen the brand’s relationship with its customers or buyers. Yet, somehow, try as they may, evoking gratitude is a challenge for most brands. Conversely, we also asked them to name a brand that let them down and then to describe that experience, too.

2020 52

2020 Financial NPS 2004 52

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

BirdEye

MAY 19, 2023

Like the Charles Schwab managers, you can use feedback loops to reduce complaint feedback and connect quickly with unhappy clients to avoid negative consequences to your brand. If your company uses feedback loops to improve the products, customers are more likely to be enthusiastic ambassadors of your brand.

Feedback 52

Feedback Net Promoter Score 2004 Social Media 52

Michelli Experience

JULY 27, 2016

I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience). In fact, the brand recently opened its first “express store” in London’s Canary Wharf.

2004 45

2004 Leadership Reference Books 45

ReviewTrackers

JANUARY 1, 2018

A number of research studies suggest that online reviews are more trustworthy and useful than branded social media content, advertising, information from salespeople, and even natural search engine results. Online Review Websites Your Business Should Track. General Review Sites. million accommodations, restaurants, and attractions.

Automotive 109

Automotive 2004 Travel Hotels 109

ReviewTrackers

APRIL 17, 2019

Founded in October 2004 in San Francisco, California, Yelp is the go-to site for diners looking to discover great places to eat. Every month, OpenTable diners write more than 400,000 reviews, and its network connects diners with more than 32,000 restaurants worldwide. However, GrubHub plans to remove the Eat24 brand in the near future.

2004 94

2004 Hotels 2011 Travel 94

Lithium

AUGUST 9, 2022

Brands have taken various approaches to TikTok content , and many have found success in crafting traditional TikToks rather than ads you might see before watching a youtube video. Other brands are… well… struggling to achieve their customer engagement goals. So, what sets the great brands apart? Photo Owner | Duolingo.

Entertainment 52

Entertainment Social Media Advertising Government 52

Currency Alliance

OCTOBER 11, 2018

The Resolution Foundation, a UK-based research organization, recently published data showing that 11% of the market for “hotels and similar accommodation” was owned by the top 5 brands in the sector in 2016; a drop of three percentage points from 2004[i]. On the contrary, the hotel remains a highly valued experience offering.

Hotels 40

Hotels Hospitality Loyalty Travel 40

CSM Magazine

OCTOBER 11, 2019

Trust: Building brand reputation and trust by delivering on promises. Ryanair is Europe’s Number 1 airline, carrying over 138 million customers a year on more than 2,500 daily flights from 86 bases, connecting 224 destinations in 37 countries. OmniServ also developed a new brand identity, logos and uniforms.

Customer Service 40

Customer Service Airlines 2004 Travel 40

ReviewTrackers

JULY 30, 2019

Founded in October 2004 in San Francisco, California, Yelp is the go-to site for diners looking to discover great places to eat. Every month, OpenTable diners write more than 400,000 reviews, and its network connects diners with more than 32,000 restaurants worldwide. However, GrubHub plans to remove the Eat24 brand in the near future.

2004 63

2004 Hotels 2011 Travel 63

Bob Hayes

MAY 7, 2018

Satisfaction lacks a consistently demonstrable connection to… growth” (Reichheld, 2003). 2004; Fornell, et al., I found that the correlation between the Mean Score and the NPS across the 48 brands was.97! Specifically, they have said: The NPS is “the best predictor of growth,” (Reichheld, 2003). 2006; Gruca & Rego, 2005).

NPS 89

NPS Net Promoter Score 2007 2006 89

Bob Hayes

MAY 7, 2018

Satisfaction lacks a consistently demonstrable connection to… growth” (Reichheld, 2003). 2004; Fornell, et al., I found that the correlation between the Mean Score and the NPS across the 48 brands was.97! Specifically, they have said: The NPS is “the best predictor of growth,” (Reichheld, 2003). 2006; Gruca & Rego, 2005).

NPS 86

NPS Net Promoter Score 2007 2006 86

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Barry Dalton. Colin is recognized by Linkedin as one of the ‘World’s Top 150 Business Influencers’.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Barry Dalton. Colin is recognized by Linkedin as one of the ‘World’s Top 150 Business Influencers’.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Feedbackly

SEPTEMBER 26, 2018

64% of people think that customer experience is more important than price in their choice of a brand. Looking at Google’s search trends since 2004, we can see a steady increase in search popularity with a slight exponential curve – indicating that the interest will continue to grow more every year. For good reason too.

Customer Experience 56

Customer Experience Social Media Feedback 2004 56

Thematic

SEPTEMBER 6, 2018

NPS measures these recommendations, and in many industries, you can use it to compare your customers’ brand loyalty against those of your competitors’ customers. 7 times more likely to forgive brands for errors. Before adopting NPS in 2004, each department had its own metrics, although they didn’t help improve customer loyalty.

Net Promoter Score 54

Net Promoter Score NPS Feedback Metrics 54

C Space

SEPTEMBER 16, 2020

The Brand Move Roundup – September 16, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19. Fosun also owns Club Med.

2020 40

2020 Brands Tourism Travel 40

Amity

MAY 15, 2017

I got started in this industry back in 2004, shortly after I graduated from college. I went to school for brand communications and marketing. I graduated wanting to go work as a Brand Manager for a big fortune 500 company. ” Here’s what they said. Ellie Wilkinson , Senior Manager of Customer Success at Moz.

Customer Success 71

Customer Success 2011 Sales 2004 71

Russel Lolacher

JUNE 27, 2022

A few reasons he is awesome – He is an international keynote speaker (a 2004 inductee into the International Professional Speakers Hall of Fame), best-selling author multiple times over with his most recent book Fully Staffed: The Definitive Guide to Finding and Keeping Great Employees available now. They love their brand.

Culture 52

Culture Books 2004 Employee Experience 52

NetBase

OCTOBER 9, 2019

We’ll explore the many ways the wrong social analytics solution, offering inaccurate insight, could result in brands misunderstanding potential market opportunities. Blockbuster is the first in our series, showcasing what happens when brands rely on bad data. NetBase was founded in 2004 and has always been a leader in the space.

2010 40

2010 2004 2008 2013 40

Magellan Solutions

FEBRUARY 24, 2022

Email marketing aids in the development of brand credibility and trust. The followers are exposed to the brand since the influencer has their audience’s trust. Founded in 2004, Callbox is the largest provider of outsourced B2B lead generation services and outbound sales support for businesses and organizations worldwide.

Social Media 40

Social Media B2B B2C Sales 40

ReviewTrackers

FEBRUARY 14, 2019

It can be dinner at a nearby restaurant, an executive suite in a hotel out of town, a fancy new dress or a brand new car… whatever. “Though Yelp’s health reviews date back to 2004, more than half of them were written in the past two years. Maintain a positive online reputation and brand image.

Feedback 62

Feedback Healthcare Social Media Hospitality 62