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

Customer Bliss

AUGUST 3, 2017

Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Forrester is a very-vetted research brand, but it’s important to understand the ecosystem here. Twice as many brand scores fell as rose, and losses outpaced gains.

Customer Experience 236

Customer Experience 2008 2017 2016 236

CSM Magazine

OCTOBER 1, 2022

New integration enables Zapier customers to connect existing business apps and processes to messaging channels with Sinch’s Conversation API. Payment confirmation messages sent via SMS when a customer makes a purchase using a brand’s Shopify instance. Sinch has been profitable and fast-growing since its foundation in 2008.

2008 52

2008 Omnichannel 2018 Connections 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

Team Support

JANUARY 9, 2024

Over time, as internet technology advanced and online communication became more sophisticated, live chat evolved to be integrated into various websites for purposes beyond customer support, including sales, lead generation, and general communication. Fun fact: TeamSupport was founded in 2008! Talk to our sales team today.

Technology 59

Technology Call Center Social Media 2007 59

ClearAction

AUGUST 21, 2016

If It’s Called Customer Experience, Why Is It All About the Brand? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Again it’s about the brand, not the customer. Janice Cuban.

Brands 54

Brands Customer Experience Social Media 2008 54

Kitewheel

JULY 2, 2020

Sales of many non-essential items have decreased; in March 2020, retail sales experienced an estimated 8.7% 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.

Retail 52

Retail Social Media 2008 Consumers 52

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

Beyond Philosophy

JUNE 26, 2017

Of course, the only reason they could buy Whole Foods is because the grocery chain founded in Texas in the late 70s has been suffering from declining same-store sales, among other challenges. Not coincidentally, Amazon is crushing clothing sales, too. Amazon is Thinking Out of the Box for Fashion Forward Customers. First the Women….

Retail 122

Retail Fashion E Commerce 2008 122

BirdEye

JULY 7, 2023

It has the capability to answer frequently asked questions as well as offer product and service suggestions to drive sales. 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. H&M also had success with its digital styling chatbot.

Customer Service 96

Customer Service Social Media Banking 2008 96

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

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

ClearAction

MAY 28, 2015

While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. When you connect the feedback dots, you make things better for all customers, not just one at a time. A: Absolutely. Q: Sounds like there is hope.

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

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. The value can be immediate.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Chattermill

MAY 12, 2019

Whether you work in marketing, sales, support, engineering or product, if you want to become a master of your craft and deliver a great experience for customers, here’s our advice for getting an edge: Read books. Under his leadership, Zappos has grown gross merchandise sales from $1.6M Customer Experience Books.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

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

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

Wootric

AUGUST 4, 2020

In a sense, they become your virtual sales army. If your business thrives on high-volume sales and high turnover, then you’re probably not a subscription-based business – but you also don’t need to worry so much about CLV. . How much you spent on sales & marketing in a given time period (learn more about this here ).

Metrics 52

Metrics Net Promoter Score E Commerce Effort Score 52

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

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

LiveChat

AUGUST 3, 2018

It’s easy to envy great brands for their loyal customer base or their fabulous products. A strong CRM platform like Microsoft’s Dynamics 365 or Zoho CRM helps you connect the dots with ease during every single customer interaction. It’s no wonder GEICO was voted the most trusted insurance brand in the US in 2017.

Customer Focused 28

Customer Focused Multi-Channel Airlines 2007 28

Bold360

DECEMBER 1, 2016

Webb is a certified management consultant who works with the top brands in the world. Your operators are the living, breathing voice of your business and they need to feel like they can connect with a customer in order to deliver to them a positive experience. He has worked for brands such as the Montreal Canadiens and Montreal Impact.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

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. They took the road less travelled.

2008 28

2008 Advertising Consulting Travel 28

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

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 52

Customer Service Customer Experience Magazine Books 52

Magellan Solutions

FEBRUARY 24, 2022

For this reason, every marketer’s top goal is to find leads and keep the sales pipeline going. This awareness and interest can be used to make sales right away like in TV and in the newspaper. Basically, B2B (Business to Business) lead generation deals with getting the information of businesses to pitch a sale.

Social Media 40

Social Media B2B B2C Sales 40

SmartKarrot

JANUARY 18, 2022

Found by Manohar Chapalamadugu in 2013, Agile CRM is an Indian SaaS company known for its sales and marketing solutions designed for SMBs. The company aims at providing a single platform for automated marketing, sales, and other services. The sales team can concentrate on developing customer relationships and converting leads.

2011 11

2011 E Commerce E-support 2008 11

West Monroe

JANUARY 25, 2022

From basic customer service to advanced conversations about wealth management or business banking, customers need face-to-face connection with your professionals. merchant and bank cards, co-branded cards), and, more recently through products like Zelle, and near/real-time payments (including real-time TCH integration and new Fedwire RTP).

Banking 52

Banking 2022 Financial Multi-Channel 52

Kustomer

APRIL 9, 2020

The last big recession was in 2008 and no one wants to relive that. John suggests ceasing sales messages and emails; instead, companies should reach out to customers with kindness and concern. John continues to note that candid CEOs help increase connection and a sense of normalcy. Gabe Larsen: (01:34). I love it.

Loyalty 59

Loyalty Airlines Leadership 2021 59

SmartKarrot

APRIL 13, 2020

This SaaS and cloud-based remote connectivity services giant has recorded a revenue of $1.2 The Atlassian Corporation has reached billions in revenue even without an enterprise sales team, all by creating user-friendly software development, team collaboration, project management tools including JIRA and Confluence. billion in 2017.

2020 19

2020 2019 2002 2008 19

NetBase

OCTOBER 9, 2019

We’ll explore the many ways the wrong social analytics solution, offering inaccurate insight, could result in brands misunderstanding potential market opportunities. Blockbuster is the first in our series, showcasing what happens when brands rely on bad data. And missing out on category-defining moments in time.

2010 40

2010 2004 2008 2013 40

SmartKarrot

JANUARY 25, 2022

The company provides its services to top financial brands and banks worldwide. Because it’s a no-code solution, it’s straightforward to implement and connect existing tools and systems. We know it for its award-winning Android and iOS POS (point of sale) systems to the food and catering industries. Headquarter: Berlin, Germany.

Banking 10

Banking Fashion 2014 Travel 10