Thematic

DECEMBER 9, 2022

During the 2008 recession, Starbucks came under threat. Starbucks transformed its brand perception from expensive and attached, to a customer-centered, value-producing brand. This re-focus of strategy saved them as a brand and was an onramp to more CX innovation - which tripled their annual revenue in 2010.

2008 71

2008 2010 Customer Satisfaction Fashion 71

ShepHyken

APRIL 14, 2020

They discuss strategies for adapting to a remote workforce without sacrificing productivity, connection or the customer experience. During this time, organization leaders must seize the opportunity to connect with their employees and their customer base in an authentic and empathetic way.

2008 121

2008 Communication Connections Loyalty 121

LiveChat

JANUARY 23, 2020

I think about the brands behind them. All of them are associated with brands that carefully created them for you to think about in very specific ways. Those brands are the reasons why you choose one product over another. The way brands communicate with people has been continually changing over the last decade or so.

Brands 69

Brands 2008 Feedback Entertainment 69

InMoment XI

FEBRUARY 2, 2024

Social media facilitates real-time interaction, serves as a valuable source of customer feedback and insights, shapes your brand reputation and visibility, and can even function as a platform for market research. It helps the world’s top brands and enterprise organizations manage their social media efforts in one place.

Social Media 295

Social Media Brands Management Metrics 295

CSM Magazine

JUNE 7, 2023

“At Makepositive we have built a strong team specialising in the telecommunications industry, and we are excited to be working with Quickline who are at the forefront of rolling out high speed and reliable connectivity to homes and businesses,” said Sam Joyce, Communications & High-Tech Commercial Director at makepositive.

Wireless 52

Wireless Telecommunications Customer Service 2008 52

Daniel Group

APRIL 18, 2024

This analysis covers 600,000 surveys from 2008 in one vertical market. This connection indicates that low satisfaction will likely result in lower NPS performance in the future. Effective communication has several positive impacts on customer experience: Good communication is one of the most effective ways to build your brand.

Communication 98

Communication NPS Net Promoter Score 2008 98

Magellan Solutions

AUGUST 10, 2018

It was the mid-year of 2008. Depending on the message that it contains, it can create a positive or negative perception of a brand. In the market setting, brand marketing is so crucial because it sets you apart from your competitors. Social media leverages brand marketing strategy.

Social Media 53

Social Media Brands Marketing 2008 53

CX University

SEPTEMBER 18, 2018

Having discovered this primary motivation, the organization manages and develops the brand continually, also working on a structural level to ensure it continues to provide some of the best healthcare services in the world, and develops a reputation of excellence. Conclusions: Create meaningful work with the employment brand.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

Team Support

JANUARY 9, 2024

Once the platform opened its doors to a broader audience, businesses recognized the opportunity to connect with a large and diverse user base. This marked the beginning of companies actively using Facebook for branding, customer engagement, and marketing purposes. Fun fact: TeamSupport was founded in 2008!

Technology 59

Technology Call Center Social Media 2007 59

Strativity

NOVEMBER 28, 2022

On the TV closest to our table, the news anchor announced that it felt like 2008 all over again and that corporations didn’t know how to react. Looking around at the table at my four kids and husband, I realized how much has changed since 2008. A future-proof approach to brand tracking.

2008 98

2008 Connections Brands 2023 98

CSM Magazine

APRIL 19, 2023

makepositive , which provides specialist Salesforce consulting and implementation services since 2008, achieved ‘Leader’ status in the ‘Implementation Services for Core Cloud’, ‘Implementation Services for Marketing Automation’ and ‘Managed Application Services’ quadrants.

2008 52

2008 Consulting 2023 Innovation 52

ClearAction

JUNE 25, 2023

Imagine your employee experience strategy focusing managers firmwide on employees’ self-described purposes for their relationship with your brand. It’s a CXM system connected with business results. Since 2017, the American Customer Satisfaction Index (ACSI) is in a downward trend while profits are stable and increasing.

Leadership 62

Leadership 2008 Touchpoint Employee Experience 62

C Space

JULY 27, 2021

3 Charles Stanley’s insight into the luxury jewellery business comes from his time at some of the biggest diamond brands in the world, including Harry Winston and DeBeers. He was part of the team that helped to brand the DeBeers name, and was later involved in launching Fovermark, of which he is now President.

2008 52

2008 Social Media Consumers Connections 52

LiveChat

JANUARY 23, 2020

I think about the brands behind them. All of them are associated with brands that carefully created them for you to think about in very specific ways. Those brands are the reasons why you choose one product over another. The way brands communicate with people has been continually changing over the last decade or so.

Brands 28

Brands 2008 Feedback Entertainment 28

Kitewheel

JULY 2, 2020

The online experience for many brands has already had an impact on customer behavior, but COVID-19 has accelerated the need to build better digital retail experiences. Your brand must adapt to build a digital retail journey that aids customers in achieving their goals. To thrive, retailers must have a successful online store.

Retail 52

Retail Social Media 2008 Consumers 52

Strativity

MAY 30, 2018

The stock market hasn’t been this volatile since the 2008-2009 Financial Crisis. Many companies have had challenges connecting an improved customer experience to better financial returns. If the brand in the Top 25 was part of a larger publicly traded holding company, we used the publicly traded company in the index.

2009 58

2009 Customer Experience Marketing 2018 58

Lumoa

JUNE 23, 2021

In fact, it’s such a huge deal for customers today that it has overtaken price and product as the key brand differentiator. While these solutions will have the same ambition, CCaaS will focus on managing customer interactions intelligently by connecting to cloud-based applications that are chargeable on a monthly basis.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

NetBase

MAY 7, 2020

Using the 2008 recession to navigate through this rough terrain, Europe is predicting the largest quarterly decline in economic activity since World War II, meaning approximately an 8 to 13 percent drop in gross domestic product (GDP) , even with precautionary measures in place. Learnings from Europe. Preparing for Unpredictable Waters.

Retail 71

Retail Consumers Social Media Government 71

ReviewTrackers

APRIL 21, 2021

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. Most leading companies are tracking brand sentiment and social media conversation,” says Troy Janisch, Director of Social Intelligence for U.S.

Banking 65

Banking Financial Insurance Social Media 65

West Monroe

NOVEMBER 28, 2022

In this episode, Salesforce Growth Evangelist Tiffani Bova and West Monroe Managing Director Pablo Alejo share how companies can become obsessed with their customers’ needs, how to connect employee experience to growth, and examples of 4 companies who are getting it right. And we made that prediction in 2008 or 2009. Tiffani Bova.

2022 52

2022 2009 2008 Customer Centricity 52

Michelli Experience

JUNE 28, 2017

In this blog post from 2008 , Dan noted: “ We used to think about decisions as cold calculated, detached, computations that examine the costs and benefits, but recently we have gained a higher appreciation for the role of emotions in our decisions and for the fundamental ways in which they change us…. It was an electrifying experience.”.

Customer Experience 83

Customer Experience 2008 Books Loyalty 83

BirdEye

JULY 7, 2023

While the company employs a customer service chatbot on its website, it’ll connect a visitor to a human agent if it can’t resolve an inquiry. As far back as 2008, the famous fast food brand introduced the innovative Domino’s Pizza Tracker.

Customer Service 96

Customer Service Social Media Banking 2008 96

Beyond Philosophy

JUNE 26, 2017

Ascensa owns the brands Dress Barn, Loft, Lane Bryant, Ann Taylor, Maurices, and Catherines. Mortgage bonds that were sold in 2012 stand to create the “next big short,” much like the mortgage-backed securities that went belly-up due to the subprime home loans in 2008. First the Women…. Retail’s Big Advantage.

Retail 122

Retail Fashion E Commerce 2008 122

Magellan Solutions

MARCH 24, 2020

The better the service quality, the stronger the connection will become. Over time, this connection transforms into loyalty which then leads to frequent purchases and stronger brand recommendations. Hootsuite is a social media management platform that aims to transform social enterprises by connecting people with the world.

Customer Service 40

Customer Service Call Center Telecommunications Banking 40

Magellan Solutions

JUNE 15, 2021

Based on the data above, 2008 had a 42% attrition since not everyone considered the BPO industry as a permanent career before. . Having said that, here are some reasons why you must work with a BPO company with lower attrition rate: Tenured Agents Become Brand Ambassadors. Average Attrition Rate for the BPO Industry.

Customer Service 52

Customer Service Call Center 2008 2014 52

Lumoa

JUNE 14, 2023

Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. Your detractors can quickly go online and blast your business with a slew of angry testimonials, damaging your brand image and reputation beyond repair.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

ijgolding

OCTOBER 21, 2014

The report is a fascinating assessment of the customer centric nature of brand names that we interact with on a daily basis. Focussed around 6 pillars that Nunwood use to assess ‘excellence’, the brand names that are considered to be ‘customer champions’ will probably not surprise you. Personalisation.

2014 91

2014 Customer Experience Customer Centricity Fashion 91

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. For airlines and hotel groups, frequent customers are business travelers, so their partner mixes are heavily biased toward fellow travel brands. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Hero Digital

APRIL 8, 2020

How can brands respond to them? We predict that the need for brands to deliver more intimacy will continue after the threat of COVID-19 recedes. 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

Service Untitled

DECEMBER 27, 2010

Interestingly enough, the social trends since 2008 have grown exponentially. In 2008, social media and customer service were not even on the radar; in 2009 it grew to 13%, and this year 40% of contact centers actively use social media in their customer service. Powerful brands help customers make educated choices.

Social Media 42

Social Media 2008 Customer Experience 2009 42

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. The OpenTable Reviews Program was launched in 2008. Online Review Websites Your Business Should Track.

Automotive 109

Automotive 2004 Travel Hotels 109

SurveySparrow

MARCH 23, 2021

The 135-year old company has the most “brand power” and it looks like it won’t stop being a favorite any time soon. . Influencing the perception of consumers with the help of an image or a brand identity is called market positioning strategy. Each of these brands has chosen different strategies to position themselves.

Marketing 52

Marketing Apparel Brands 2008 52

Wootric

FEBRUARY 14, 2019

Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.” A seasoned CX pro, David was with the Global Consumer Insights team at Clorox and Head of Global Research and Brand Strategy at Fitbit before joining the venerable family history and genomics company.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

ReviewTrackers

JANUARY 18, 2018

But user-generated content and customer reviews actually serve as a great tool for building consumer trust, and successful brands and marketers have learned to use customer feedback from third-party review sites in ways that drive their search engine performance, social media strategy, and consumer engagement levels. Lending Tree.

Banking 17

Banking Financial Insurance Brands 17

Chattermill

MAY 12, 2019

in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. We found that the New Gold Standard delivers practical advice that leaders can apply to their CX program, even if their brand is far from luxurious. Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Strativity

OCTOBER 7, 2022

But playing it safe isn’t what makes a brand recession-proof. The truth is that times of uncertainty can offer one of the best opportunities for your brand to make new connections with customers – that is, if you’re willing to think outside of the box. Irrationality belongs in business – especially during a recession.

2008 52

2008 Consumers Brands Innovation 52

Smith+co CX

SEPTEMBER 21, 2015

There is no doubt that, in a socially connected world, authenticity is one of the most important facets every business should be built around. However, if brands are truly going to deliver authenticity, many need to change their focus. We hear lots of talk about brands being authentic today.

2008 28

2008 Advertising Consulting Travel 28