InMoment XI

NOVEMBER 25, 2008

There is a real sense of fear in the banking industry right now, and at the 2008 BAI Retail Delivery Conference and Expo, a conference at which we just exhibited last week, that fear was almost palpable. While in any other year the following statement would have encouraged prospective attendees to pay the registration fee. View Article

2008 200

2008 Banking Leadership Innovation 200

Magellan Solutions

DECEMBER 11, 2023

In 2008, we experienced a significant transformation. In 2008, everything changed when Magellan Solutions acquired a significant client in voice recognition. Navigating Excellence and Transformation in Leadership Fred Chua emphasizes that good leadership is not self-proclaimed; it’s a reputation earned through the eyes of others.

Leadership 52

Leadership 2008 Call Center 2001 52

Customer Bliss

JULY 18, 2017

Brian Lillie joined Equinix in August 2008 and has been focused on building business value through strategic and innovative product development and information technology initiatives. Prior to these roles, Lillie held several leadership roles in the U.S. That’s this episode. About Brian. The CIO to CCO transition.

Chief Customer Officer 131

Chief Customer Officer Information 2008 Customer Care 131

OpinionLab

MARCH 8, 2016

I’ll always remember a session at an Advertising Research Foundation conference in 2008 delivered to an audience of consumer research professionals in New York City. So how do you find out what your customers want? How do you empower them to provide you with this invaluable information? The presenter was Kim Dedeker from P&G.

Consumers 96

Consumers 2008 2012 Banking 96

Michelli Experience

APRIL 24, 2018

Looking Back to 2008. One need only to have looked back to 2008 to have foreshadowed the events of this week. In fact, back in 2009, I wrote the following as an excerpt in a free downloadable eBook about Starbucks leadership principles…. Starbucks leadership did something virtually unheard of in modern day American business.

2008 40

2008 2028 2009 2018 40

ShepHyken

NOVEMBER 7, 2018

In 2008 Domino’s was struggling and their brilliant leadership turned the company around. I included Domino’s as a case study in the book, but guess what? I didn’t include them in the chapter on delivery. I included them in the chapter on technology. So, they improved.

2008 91

2008 Books Customer Service Training Technology 91

Retently

JULY 28, 2023

It was only in 2008 that the Chief Customer Officer position started being recognized as an important role within a company. This data reflects a growing recognition of the importance of CX leadership in driving business success and delivering exceptional customer experiences.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

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. Elements that once took six weeks could be finished in four hours now, and it began a career-long focus on transformation and change. He has an MBA from Purdue University. The Origins Of Net Promoter Score.

NPS 163

NPS Net Promoter Score 2003 2007 163

ijgolding

FEBRUARY 5, 2018

However, towards the end of the 90’s, HPs leadership changed. In 2008, when the tool was being developed, we were very early to market with a concept along these lines. Like many organisations, the focus switched (almost overnight), from being customer focused to being commercially focused. It was vital to get it right.

Culture 105

Culture Measurement 2008 Books 105

ShepHyken

MAY 31, 2017

Usually it’s at the top with leadership. I wrote about this in my book The Cult of the Customer (Wiley 2008), and the example I used was that of an airline employee. But sometimes it can come from someone inside the organization at a different level. I refer to that person as The Force Within.

Airlines 83

Airlines 2008 Customer Focused Customer Service Training 83

ShepHyken

APRIL 11, 2017

The CEO and leadership team must buy in to the power of the NPS measurement and approve a budget for customer experience and retention. About: Adam Dorrell started CustomerGauge in 2008 to help companies solve the problem of retaining customers. Top Takeaways: A repeat customer will do more business with you than a new customer.

Net Promoter Score 83

Net Promoter Score E Commerce 2008 NPS 83

ShepHyken

NOVEMBER 6, 2020

In 2008, consumer research helped customer service at the world’s largest coffee chain. Read Shep’s latest Forbes article: Leadership Lessons From A Motivational Speaker During Covid-19. Primary Research. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Insights 104

Insights Customer Service Marketing 2008 104

West Monroe

DECEMBER 11, 2022

During the 2008 downturn, Forbes columnist Tim Bajarin asked Intel’s CEO what the company would do given the economic reversal. Fortunately, today’s financial institutions are better positioned to make these investments than in 2008, largely because banks are more prepared than they were during the Great Recession.

Banking 52

Banking Marketing 2008 Financial 52

Maz Iqbal

NOVEMBER 20, 2014

. - Joseph Goldstein, A Heart Full Of Peace, Best Buddhist Writing 2008. Listen to Tony Hsieh talk about the early days of Zappos when the leadership team was struggling to find funding to keep Zappos going – the cash had run out (bolding is my work): A month later, we still weren’t profitable. Summing Up.

Customer Centricity 63

Customer Centricity 2003 Leadership 2008 63

Stella Connect

JANUARY 12, 2018

EBTH was founded in 2008 by Jacquie Denny and Brian Graves, two veteran vintage sellers in the Cincinnati area. This includes reading industry resources like Mckinsey and Company’s work on leadership and customer journey mapping. Weekly Leadership Meeting. But at EBTH, it’s not just the leadership team who helps with training.

Sales 75

Sales Customer Service Management Connections 75

Team Support

JUNE 15, 2020

In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington , and I set out to build one. As published in MarTechSeries.com , June 15, 2020. Please tell us about your role and the team/technology at TeamSupport.

B2B 64

B2B 2008 2020 B2C 64

CX University

MARCH 22, 2018

For leadership that has operated under a traditional model, and mindset, for decades, Bezos’ thought leadership might sound good; you might even say it out loud, but in the back of your mind, the old value system still reigns supreme. Why Fighting with Ghosts Will Kill Your Shower Routine.

Customer Experience 66

Customer Experience 2016 Customer Centricity E Commerce 66

ClearAction

MAY 28, 2015

She should know a thing or two about this topic — she’s directed customer experience programs for 25 years with leadership roles at Fortune 500 companies. An example is Suntrust Bank , who saw the financial meltdown in 2008 as an opportunity to see how they could rebuild trust with their customers. A: Absolutely.

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

CX Journey

MARCH 8, 2016

Also, it's been reported that organizations in the Best Companies to Work Study for the period 2004 – 2008 increased their revenues by 94% and their profits by 315%. While a "great place to work" might be in the eye of the beholder, I have my thoughts on what drives a great employee experience and what comprises an employee-centric culture.

2004 45

2004 2008 Employee Experience ROI 45

Magellan Solutions

JULY 11, 2022

During the 2008 Global Recession, Cisco managed to stay afloat during the economic downturn turmoil by downsizing through outsourcing. . In order to establish market leadership and expand into new markets, Cisco has effectively utilized partnership and outsourcing as strategies.

2008 40

2008 Financial 2007 2009 40

Chattermill

MAY 12, 2019

Under his leadership, Zappos has grown gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company by Joseph Michelli.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

BirdEye

OCTOBER 31, 2023

Services provided: This company provides public relations services, SEO, content amplification, thought leadership, reviews, online reputation management, and link building. Webimax WebiMax was founded in 2008 by marketer and web entrepreneur Kenneth Wisnefski. Pricing: Pricing is based on a free consultation.

Management 109

Management Social Media Multi-Channel Feedback 109

Hero Digital

APRIL 8, 2020

Financial services : Unlike past crises, where the financial services industry was arguably a victim (9/11) or a villain (2008 mortgage bubble), retail banks are not at the center of COVID-19.

E Commerce 104

E Commerce Banking B2C Healthcare 104

Talkdesk

AUGUST 19, 2016

So many times, company leadership gets caught up in numbers, trends, or even just staying afloat that they fail to hear the most important information that comes from their customers. “As “Throughout these meetings, a different weight was held on all decisions as the invisible but clear presence of the customer was always accounted for.”.

Customer Service 41

Customer Service E Commerce 2009 2008 41

Talkdesk

AUGUST 19, 2016

So many times, company leadership gets caught up in numbers, trends, or even just staying afloat that they fail to hear the most important information that comes from their customers. “As “Throughout these meetings, a different weight was held on all decisions as the invisible but clear presence of the customer was always accounted for.”.

Customer Service 40

Customer Service E Commerce 2009 2008 40

CX Journey

NOVEMBER 15, 2017

Here are some examples, taking us back to the financial crisis of 2007-2008. And yet, they admitted to defrauding investors in 2008. -Howard Schultz But what happens when your executives' and your employees' behaviors don't align with your values? Bad things. Take a look at Enron.

Culture 50

Culture 2008 2007 Competitive Advantage 50

Kustomer

APRIL 9, 2020

The last big recession was in 2008 and no one wants to relive that. Strong leadership and management will also be essential for any business to survive the pandemic. Necessary Leadership Skills to Care for Employees. Transparency and communication will be some of the most important leadership skills practiced at this time.

Loyalty 59

Loyalty Airlines Leadership 2021 59

ClearAction

AUGUST 21, 2016

She should know a thing or two about this topic — she’s directed customer experience programs for 25 years with leadership roles at Fortune 500 companies. An example is Suntrust Bank , who saw the financial meltdown in 2008 as an opportunity to see how they could rebuild trust with their customers. A: Absolutely.

Brands 54

Brands Customer Experience Social Media 2008 54

West Monroe

SEPTEMBER 30, 2022

Traditional leadership skills and change management strategies, such as education, are still relevant in a digital world. The 2008 global financial meltdown. And that means, no matter how good your care model is, your organization isn’t going to successfully realize its vision. What can you do differently?

2022 52

2022 Measurement Financial 2008 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 Service 59

Customer Service Customer Experience Magazine Books 59

Brandwatch CX

JANUARY 28, 2019

He’s also been using the platform since 2008, so he knows what he’s doing. After an aborted leadership run and his rebel EU bill that got three frontbenchers fired, he’s become one of the most recognisable politicians in the UK. He also tweets himself fawning over dogs. This is Mable, one of the loveliest dogs I know.

2017 81

2017 Social Media 2008 Definition 81

Kustomer

NOVEMBER 12, 2020

I think I’ve fallen into a technical support role and leadership role kind of by accident, but that’s kind of life too. And this is back in 2008, 2007, and YouTube was only a year old. Process is what everyone’s chasing in a leadership role. ” Start at the top. What comes to mind? Derek Hixon: (02:57).

2008 52

2008 Innovation Customer Service Leadership 52

C Space

JUNE 1, 2020

The programming will focus on topics like conscientious leadership, health and wellness, multi-generational workforces, support for caregiving, agile work environments, and how companies can support their workers and talk about grief. In 2008, folks lost jobs … and they found us. Dollar Tree’s first-quarter sales rose 8.2%

2020 52

2020 Brands 2008 Multi-Channel 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 Service 52

Customer Service Customer Experience Magazine Books 52

Wootric

FEBRUARY 14, 2019

In 2008 Shep was inducted into the National Speakers Association Hall of Fame speaker for lifetime achievement in the professional speaking industry. Why we love Clare: She’s a digital nomad, keynote speaker, Founder of CMXperience , and shares her personal thoughts and experiences on The CX Nomad. Steven Van Belleghem.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Smith+co CX

SEPTEMBER 21, 2015

When Russell Weiner arrived at Domino’s in September 2008 from Pepsi, he had good reason to make dramatic decisions. Under a bold leadership team, they changed their menu, recipe and delivery. If the customer experience is poor, the font of the logo won’t be worth the billboard it’s printed on.

2008 28

2008 Advertising Consulting Travel 28

West Monroe

JANUARY 25, 2022

When banks do this right, leadership teams create a scalable digital foundation, better deploy human capital, improve client experience starting in the back and middle office, and accelerate growth. More important, they need leadership that understands and accepts new flexible approaches. Taking action. Planning for rising salaries.

Banking 52

Banking 2022 Financial Multi-Channel 52