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Bridging Silos for Collaboration and CX Success: Rule 9

CX University

AIG reflected organizational design flaws during the 2008 financial crisis when its derivatives trading division issued credit without oversight from its risk management teams. A framed picture of a wedding speech in 2008 Bridging Silos through Top-5 Things Peter Drucker observed that companies pay lip service to people talent.

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Is Your Online Experience Your Customer’s Worst Nightmare?

Experience Investigators by 360Connext

There is no case for your 2008 case study. This broken connection can only lead to a huge mess – from derailing the journey of possible clients to attracting applicants you never meant to target. Your site must honestly and respectably reflect your culture without fail. Then why do so many companies keep recycling the same tired, old content?

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Customer Effort Score™ and NPS: Gangnam Style Metrics?

InMoment XI

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

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The Top 4 Customer Experience Challenges and How to Overcome Them

GetFeedback

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Since 2008, customer experience has burgeoned and become a key element at many companies.

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More evidence that customer experience is about emotions

Customer Bliss

There’s been tons of research on the connection between emotions and customer experience/marketing, including this work from Northwestern in 2008. .” This certainly makes sense to me.

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Customer Effort Score™ and NPS: Gangnam Style Metrics?

InMoment XI

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

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Customer Effort Score™ and NPS: Gangnam Style Metrics?

InMoment XI

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How