Forrester's Customer Insights

FEBRUARY 3, 2021

Our latest update to our Digital Go-To-Market Review series for brands looks at the consumer electronics sector. Electronics store sales peaked in 2007, and since then, an ever-growing proportion of consumer electronics sales has moved online.*

Consumers 57

Consumers 2007 Marketing 2020 57

C Space

JUNE 18, 2020

The Brand Move Roundup – June 18, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Sixteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

2020 52

2020 Brands Hospitality Government 52

Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback.

Net Promoter Score 124

Net Promoter Score NPS Insurance Airlines 124

TechSee

OCTOBER 23, 2018

I see you are a Loyalty member since 2007, and have stayed at our property in London every year around this time. consumers abandoned a brand due to lack of personalization and trust. Amazon reports that 35% of all their sales are generated by the recommendation engine. Thanks for calling our Hotel. How may I help you?

Customer Service 157

Customer Service 2007 Virtual Agent 2018 157

C Space

MAY 18, 2020

The Brand Move Roundup – May 18, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. Brand Move Roundup – May 18, 2020. Brand Move Roundup – May 15, 2020.

2020 52

2020 E Commerce Brands Entertainment 52

CSM Magazine

FEBRUARY 7, 2023

Jim Davies explores 5 brand- and money-saving customer experience (CX) options. We saw this in the last big recession spanning 2007-2009. Disgruntled customers, just like elephants, remembered how poorly they were treated and voiced their dissatisfaction by disregarding previous brand loyalty and swapping to a competitor.

Customer Experience 52

Customer Experience 2007 2009 Customer Service Strategies 52

Customer Bliss

SEPTEMBER 12, 2017

After landing on Time Magazine’s Best Inventions of 2007, Rachael left New York City for Silicon Valley to be closer to the heart of technology innovation. It was actually the first-ever time Cisco rolled out a program that really focused on where the sales team — a power core there — needs to “point and shoot.”

2007 0

2007 B2B Leadership Events 0

Quadient

SEPTEMBER 16, 2022

This one: Customer Journey Mapping: A brand's GPS to loyalty and advocacy was written back in 2016 by Laurent Ghio, Quadient’s first Certified Customer Experience Professional. He earned his EDP and M-EDP certification from Xplor and his MBA in 2007 from the Lake Forest Graduate School of Management. Customer Journey Mapping.

Customer Journey Mapping 52

Customer Journey Mapping 2007 Document 2022 52

CSM Magazine

OCTOBER 26, 2020

Since 2007 there have been more SMS messages sent than phone calls made and yet the primary method of contact for business is still the phone? When a customer feels valued and appreciated by a brand they are more likely to stay and spend more. Surely there is a better way!

Multi-Channel 52

Multi-Channel 2007 Social Media 2019 52

Kerry Bodine

APRIL 30, 2019

Best of all, executives could see how a customer’s experience dealing with their organization would influence their likelihood to recommend — and how that likelihood to recommend could have a direct financial impact in the form of new customers and increased sales. August 2007: Chris Messina invented the hashtag.

Events 59

Events 2006 Net Promoter Score 2007 59

Kerry Bodine

APRIL 30, 2019

Best of all, executives could see how a customer’s experience dealing with their organization would influence their likelihood to recommend — and how that likelihood to recommend could have a direct financial impact in the form of new customers and increased sales. August 2007: Chris Messina invented the hashtag.

Events 59

Events 2006 Net Promoter Score 2007 59

Horizon CX

MARCH 10, 2023

Pelco set a new path for post-sale support. The company grew into a billion-dollar business and was sold to a French Company, in 2007 through further transfers and was finally acquired by Motorola in 2020. No one would ever be in trouble for doing what the customer requested. Pelco called it “Fanatical Customer Service.”

2007 52

2007 NPS 2023 2022 52

SurveySensum

DECEMBER 13, 2023

A well-crafted product description can: Effectively communicate the value and quality of your products Increase customer experience Boost lead generation and sales Helps in building a strong reputation However, if you are not getting the above benefits, it means your product description needs improvements.

Feedback 52

Feedback Social Media Demo 2007 52

BirdEye

APRIL 17, 2023

A subscription business model is also a great way for a business owner to navigate difficult times that may bring low sales and profits. For example, in 2007, the mean number of times people saw movies in the theater was 4.8 Value proposition: This is your brand’s promise to provide tangible benefits to customers.

Customer Retention 98

Customer Retention Consumers Sales Reference 98

Oracle

DECEMBER 21, 2020

The Omni Award for Best Omni-Channel Experience (Marketing, Sales & Service). The Thinker Award for Best Innovation in CX (Sales). The Upshot Award for Best Demonstrated ROI (Sales). Since 2007, the Markie Awards celebrate innovation and excellence in customer experience. The Nexus Award for Best CX Ecosystem.

2020 76

2020 ROI 2021 2007 76

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization.

Financial 144

Financial White Paper Books Airlines 144

Comm100

SEPTEMBER 28, 2021

From an IT perspective, the ability to plug in our own images and branding, and how the live chat code is generated dynamically for us to pick up and drop into our website, were extremely helpful for our development team. Since 2007, Fitbit has brought technology to health and fitness to change the way people move.

Customer Service 91

Customer Service Banking 2019 2007 91

Beyond Philosophy

OCTOBER 7, 2021

Many organizations drive their actions to suit quarterly reporting, sales figures, and profits for this year and, as a result, don’t think long term. The damage to the brand was even worse than the fines. I wrote a book in 2007 called The DNA of Customer Experience: How Emotions Drive Value. Rule #1: Think long-term. .

Loyalty 172

Loyalty Airlines Banking 2007 172

SurveySensum

SEPTEMBER 8, 2023

Utilizing Promoters as Brand Advocates Identify Detractors Prevent Churn NPS as a Tool for Continuous Improvement NPS 3.0: To understand this difference better, the 2023 Satmetrix Net Promoter Benchmarks report (for US consumers) provides detailed information on the NPS score of 192 brands in 23 industry sectors, covering 63,939 respondents.

NPS 52

NPS ROI Social Media Banking 52

ReviewTrackers

APRIL 21, 2021

In fact, the lack of trust in insurance providers has remained above 50 percent since 2007. Successful brands and marketers have learned to use customer feedback from review sites in ways that drive their search engine performance, social media strategy, and consumer engagement levels. MerchantMaverick.

Banking 65

Banking Financial Insurance Social Media 65

CSM Magazine

MARCH 23, 2021

Founded in 2007, Calabrio provides products and services to help companies streamline customer service, support and workforce management through cloud-first software systems. Financial details were not disclosed. Accelerated Growth Path. Forward to the Future.

Customer Experience 52

Customer Experience Insurance 2007 Financial 52

ReviewTrackers

APRIL 27, 2017

The negative phrases in the reviews include “wrong fees,” “unethical sales tactics,” “hidden fees,” and “bogus fees.” “People who will stay loyal as long as that brand is delivering — those are the customers we focus on,” she said.

2007 50

2007 2009 Insurance Healthcare 50

Retently

JANUARY 19, 2023

The term product-market fit is relatively recent, being coined by Marc Andreessen in 2007 in his guide for startups, “ The only thing that matters ”. Starting a business and knowing that an audience is ready to buy your product considerably eases sales and marketing efforts. What is Product-Market Fit ?

Measurement 158

Measurement Marketing 2007 Competitive Advantage 158

Oracle

OCTOBER 20, 2020

This talk show and news roundup is for CXOs, marketers, sales teams, and service professionals working to create exceptional customer experiences. As you think about subscriptions, it incentivizes brands to think about, ‘how do I continue to engage in a positive way and create a positive customer experience for that customer?'”

2007 69

2007 2010 Financial Article 69

BirdEye

DECEMBER 4, 2020

It all started with the release of the iPhone in 2007. Here are three of the biggest changes in the post-iPhone world that have contributed to this shift: Customers expect more from brands than ever before: In earlier times, businesses relied on factors like price and product to stand out from the competition.

2025 95

2025 2007 Touchpoint Customer Expectations 95

transcosmos Information Systems

JUNE 8, 2017

A study done at Leeds University in 2007 “surveyed several chatbot systems” and found that chatbots “succeed in practical domains like education, information retrieval, business, e-commerce, as well as for amusement.”. Use data to know your customers, market your brand, and deliver personalized service. Bots in Business.

E Commerce 67

E Commerce 2007 E-support Fashion 67

Daniel Group

SEPTEMBER 23, 2021

We have about 3000 employees and we have about 50 locations, represented, of course, Caterpillar, but a number of other brands that are focused on the on-highway truck, manufacturing, construction technology, and a number of other verticals. I think you guys started in 2007. Lynn Daniel (01:32): Yeah. Quite a lot. So I want to go back.

Net Promoter Score 98

Net Promoter Score 2008 Social Media Feedback 98

Wootric

AUGUST 21, 2018

Consider the realities: as recently as even 2007 the modern smartphone didn’t exist, AI was still a science fiction notion, and the idea of self-driving cars wasn’t on the general public’s radar. Amazon has its robot workers in the warehouses, as do many other brands. Undoubtedly it’s chatbots.

Technology 58

Technology Customer Experience 2025 2007 58

Beyond Philosophy

MARCH 3, 2016

BtoB clients frequently ask: “Because of the importance of brand perception and word-of-mouth in BtoC products and services, I understand how customer advocacy can provide highly actionable insights there. Therefore, you need to make sure your business customers are properly advocating your brand.”

White Paper 60

White Paper 2007 Consulting Loyalty 60

ShepHyken

MARCH 30, 2018

Knowing that referral usually is the best yet most uncontrollable vector of sales, the NPS calculates the probability that a customer would recommend your brand. Entrepreneur specialized in web marketing, Julien Rio has been developing online platforms and strategies for numerous companies across Europe and Asia for the since 2007.

Blog 87

Blog Average Handle Time Customer Experience Net Promoter Score 87

Service Untitled

JULY 17, 2013

For the luxury brands, buyers insist on the quality of merchandise accompanied by exceptional customer experiences. Chief creative officer Christopher Bailey made sure only one central location would be responsible for the Burberry theme; thus concentrating on design and the ‘brand’ which is inexorably fashion.

Fashion 51

Fashion Apparel 2007 2012 51

NetBase

JUNE 25, 2019

It’s sort of like trying to impress a Blackberry owner back in 2007 – it feels like we’re already there. Our vision has always been to deliver data that matters to brands. Brand Management. Drumroll please… Introducing NetBase AI Studio ! The world will never be the same. What’s the Big Deal? And that’s what we’re doing now.

2008 73

2008 E Commerce Social Media 2007 73

C Space

NOVEMBER 28, 2018

We invited more than 1,000 consumers from Hatch — our proprietary mobile platform that allows consumers to answer critical business questions and engage with leading brands — to take a picture of something they think won’t exist in five years’ time, explaining why they think so and what they think will replace it. Here today, gone tomorrow?

Wireless 45

Wireless Sports Healthcare Consumers 45

Comm100

NOVEMBER 13, 2022

Today’s customers look for fast, convenient, and personalized support that allows them to connect with brands how, where, and when they want. We know that customer service both builds new business and retains existing business, which makes service agents a significant part of brand identity and customer experience. Founded: 2007.

Customer Service 78

Customer Service Omnichannel Social Media 2021 78

SurveySensum

JULY 14, 2020

It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!

2020 132

2020 Customer Experience Magazine Consulting 132

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. Before starting his firm, Thompson worked in the IT industry for fifteen years.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ReviewTrackers

JANUARY 18, 2018

In fact, the lack of trust in insurance providers has remained above 50 percent since 2007. Most leading companies are tracking brand sentiment and social media conversation,” says Troy Janisch, Director of Social Intelligence for U.S. According to an IBM survey , only 43 percent of consumers trust the insurance industry.

Banking 17

Banking Financial Insurance Brands 17