Martin Hill-Wilson

MAY 27, 2015

For instance OFCOM, the UK regulator has just published their annual review of our communication habits which according to them are increasingly digital. From six in ten in 2005 to almost nine in ten today. People in the UK spent an average of 20 hours and 30 minutes online each week in 2014, over double the amount in 2005.

2005 65

2005 2014 2013 2007 65

BirdEye

MARCH 15, 2023

In 2005, only 7% of American adults were using social media , while in 2021, around 70% use social media to connect. The most popular social media platforms Demographics of social media users have changed over the years, with millions of people worldwide now using it for entertainment, communication, shopping, and business purposes.

Social Media 52

Social Media 2023 Entertainment E Commerce 52

Service Untitled

FEBRUARY 6, 2013

The fast paced world of Twitter, Facebook, and Yelp combined with the technological advances of smart phones, interactive websites, and emails enable millions of users to make better informed decisions than ever before possible. Understand the product or service and has a thorough working knowledge of the components. Listen to the problem.

Customer Service 83

Customer Service 2005 Social Media 2011 83

Second to None

JANUARY 22, 2019

Since 2005, TeleSign has tapped into the world’s growing reliance on mobile text and web-based technology. Chances are that you have interacted with TeleSign technology if you have received an appointment reminder via text, participated in a text-like chat, or completed a transaction that requires two-factor authentication.

2005 48

2005 Telecommunications 2018 Voice of Customer 48

Horizon CX

OCTOBER 2, 2023

The Experience Gap is Alive and Kicking The experience gap (delivery gap, Bain & Company, 2005) is well known: 80% of CEOs say they deliver great experiences, whereas only 8% of customers agree. The first retail customer with whom I interact approaches the checkout register. Similar findings have been published over the years.

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

Bold360

MARCH 28, 2017

With intelligent analytics, every interaction your customer has on your website can be tracked and grouped. Billy Fink from Axial comments, “This ability for the company to put itself in the customer’s shoes allows it to understand the pain point and then effectively and appropriately communicate around those problems and questions.”.

2005 64

2005 Customers Banking Information 64

Talkdesk

MAY 7, 2015

What’s more, the number of workers telecommuting several days a week has increased by almost 80 percent between 2005 and 2012, according to Global Workplace Analytics. It’s imperative to equip your call center agents with a wealth of unified communications (UC) tools to enable them to collaborate despite geographical separation.

Call Center 40

Call Center 2005 2012 2015 40

Magellan Solutions

JULY 3, 2021

Outsourcing customer service to the Philippines means you’ll have fewer direct interactions with your customers. Because of the data sensitivity being handled, Philippines call center companies acquire International Organization for Standardization certification for Information Security Management (ISO/IEC 27001:2005).

Customer Service 52

Customer Service Call Center Government 2005 52

Kayako

OCTOBER 29, 2015

A particular blog that went viral in 2005 was a more extreme example of outsourcing by AJ Jacobs, editor-at-large in Esquire. Customer interactions were at the top of this list, and many entrepreneurs and small companies were considering why they should hire a support rep in house when they could outsource one for $4 or less an hour?

2010 98

2010 2015 Poor Customer Service 2005 98

Comm100

FEBRUARY 6, 2018

A knowledge base is a great way of communicating with customers. According to a study by eConsultancy , consumers prefer communication channels in the following ranges: phone (61%), followed by email (60%), live chat (57%), online customer knowledge base (51%) and automated support or “click to call” (34%).

Document 41

Document Advertising 2005 Article 41

CX Journey

FEBRUARY 18, 2016

Ten years ago, in 2005, a group of people working in the field of knowledge management across the UK and the USA coined the phrase " narrative leadership." More CEOs made use of stories to communicate compelling visions. Image courtesy of Amazon Today I'm pleased to share a guest post by Paul Laughlin.

Leadership 44

Leadership 2005 Books Insights 44

ProProfs Chat

DECEMBER 23, 2019

But you do want to know what your customers experience as they interact with the several touch points across the lifecycle that you have set up for them. Don’t Forget to Track Customer Interactions. Remember that any feelings, either good or bad, are a direct result of the interaction between the business and the customer.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

SmartKarrot

FEBRUARY 4, 2022

Drips is a SaaS platform that has revolutionized the way organizations approach interactive marketing. It also helps improve team communication. As a result, consumers end up having a positive experience when they interact with the business’ front-end executives. Founded in: 2006. Founder (s): Noah Eisner, Dave Stephens.

2006 10

2006 2003 2010 2005 10

SurveySparrow

DECEMBER 23, 2020

From making market research easier to facilitating internal communications, online surveys help businesses in many ways. It was started in Seattle in 2005, but over the years, the company has expanded globally. There are various different ways SurveySparrow has made surveys more fun and interactive.

2021 52

2021 Social Media 2005 E-support 52

Kayako

SEPTEMBER 8, 2016

Since 2005, there has been 103% growth in employees that work from home. When in doubt, over communicate. You know when your energy flags, the kinds of interactions that set you back, and the warning signs that you’re not being as productive as you want to be. According to GlobalWorkplaceAnalytics.com : 20-25% of the U.S.

2005 0

2005 Communication Books Customer Service 0

C Space

DECEMBER 6, 2021

UPS drivers have become an intrinsic part of their communities. Alongside delivering vital goods, they took time to positively interact with customers, from simple conversations to playing games in the streets with local kids. In this context, customer / driver interactions became a social and emotional touchpoint.h,

Consumers 59

Consumers Transportation 2019 Airlines 59

Lumoa

JANUARY 23, 2018

They expect actions and communication. A study done in London School of Economics in 2005 found that 7 point NPS increase led to an average 1% revenue increase. The frustration increases if they need to face the same issue when they interact with you next time. They expect to be treated individually and respectfully.

NPS 121

NPS Financial Feedback Net Promoter Score 121

SuiteCX

FEBRUARY 22, 2017

Since that time people have used, and somewhat overused, these words to communicate myriad ideas and situations. I became acquainted with the concept of moments of truth (MOTs) in my process-improvement work in 2005. Then, the definition was any interaction in the process that includes the “paying customer.”

Touchpoint 45

Touchpoint Definition Airlines Interaction 45

Clarivate

NOVEMBER 14, 2023

Most clients we work with are keen to communicate that their product is innovative. The first GLP-1 RA used for diabetes (short-acting exenatide) became available in 2005 (US)/2006 (Europe) and required twice-daily injection. Of course they are. Innovation is important, right? Well, it is, but only if it benefits patients.

Innovation 52

Innovation 2023 2021 2005 52

SuiteCX

FEBRUARY 22, 2017

Since that time people have used, and somewhat overused, these words to communicate myriad ideas and situations. I became acquainted with the concept of moments of truth (MOTs) in my process-improvement work in 2005. Then, the definition was any interaction in the process that includes the “paying customer.”

Touchpoint 40

Touchpoint Definition Airlines Interaction 40

Beyond Philosophy

SEPTEMBER 15, 2022

Since 2005, the Emotional Signature has been a project where we determine what drives value for an organization’s customers. However, employees can read body language, gestures, tones, and all the other little cues customers give that communicate how the customer feels. You can follow Zhecho on Twitter here. Have a game plan.

Books 15

Books 2005 Customer Journey Mapping Consulting 15

SmartKarrot

JANUARY 22, 2021

1995 – 2000: The Rise of Customer-Centric Business Outlook 2000 – 2005: Customer Relationship Management and Marketing Automation Platforms 2005 – 2010: Automation and Marketing plugs in Engagement and Sales. 2000 – 2005: Customer Relationship Management and Marketing Automation Platforms. Customer Success: Present.

Presentation 10

Presentation Customer Success 2005 2010 10

Comm100

AUGUST 23, 2018

In a way, each whipped the customer service industry into a frenzy when they came about, prompting the sale of products that would help companies remain relevant by establishing more and more ways of communicating with customers. Customers report that Eno even has a sense of humor, making this chatbot all the more fun to interact with.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

Michelli Experience

OCTOBER 16, 2015

an online car accessories company, has offered live chat since 2005. One retailer points out parallels between live chat and two other very popular forms of communication: “Live chat is an added convenience, especially for those who are used to texting and instant messaging,” explains Diamond Envy’s Marketing Manager, Emily Duke. “It

Customer Service 74

Customer Service 2005 Customers Financial 74

Brandwatch CX

JANUARY 25, 2019

Facebook from the off pulls you in to share personal details and seek out interaction from other people. In May 2005 TheFacebook received more money. Increase communication with groups already working against hate speech. Being able to design something like this must involve some knowledge of the human mind.

2009 86

2009 2007 2008 2017 86

C Space

JUNE 15, 2020

Band-Aid is dedicated to inclusivity and providing the best healing solutions in colors that recognize a range of skin tones,” said Megan Koehler, communications leader at Johnson & Johnson Consumer Health. Meanwhile, others are making increased investments in store experiences that limit in-person interactions.

2020 52

2020 Brands 2005 Rewards Programs 52

C Space

SEPTEMBER 7, 2020

Consumers can “attend” the festival for free by viewing the performances on Visible’s Twitter page or on a custom microsite, VisiblexRedRocks.com , where they’ll have multiple options to interact with the performers and the venue itself.

2020 40

2020 Brands 2005 2013 40