Daniel Group

SEPTEMBER 23, 2021

So, for some context, I joined Holt in 2008, January of 2008. ” Back then in 2008, we did some studies and we quickly came to the realization that the large customers, fantastic. You don’t communicate well. What were management key objectives for getting into CX and getting this program going back then?

Net Promoter Score 98

Net Promoter Score 2008 Social Media Feedback 98

Customer Bliss

AUGUST 3, 2017

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. Harvard Business Review even has this headline from last year: “An Emotional Connection Matters More Than Customer Satisfaction.”

Customer Experience 236

Customer Experience 2008 2017 2016 236

Clarivate

AUGUST 17, 2022

Dr. Grace Lomax, who co-founded Patient Connect with her sister in 2008, came up with the idea for the solution when she started asking patients in her clinic what information they wanted when and how. Neville Hobson [Host]: You founded Patient Connect together with your sister Zoe Barker in 2008.

Healthcare 52

Healthcare 2008 2030 Connections 52

CSM Magazine

DECEMBER 6, 2021

In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. Tip #3: Streamline Call Center Communications Technology. Essentially, the best customer service communication tools can be flexed wherever your people are. The Great Resignation is also upon us.

E Commerce 97

E Commerce 2021 E-support Contact Center 97

West Monroe

DECEMBER 11, 2022

During the 2008 downturn, Forbes columnist Tim Bajarin asked Intel’s CEO what the company would do given the economic reversal. Fortunately, today’s financial institutions are better positioned to make these investments than in 2008, largely because banks are more prepared than they were during the Great Recession.

Banking 52

Banking Marketing 2008 Financial 52

Experience Investigators by 360Connext

JULY 20, 2015

There is no case for your 2008 case study. It’s a vital piece of your communications strategy, fully capable of being as organic as your customers. Your site must honestly and respectably reflect your culture without fail. Aren’t we lucky to be able to publish new content all the whenever we want?

Online Experience 235

Online Experience 2008 Social Media Consulting 235

OpinionLab

MARCH 8, 2016

I’ll always remember a session at an Advertising Research Foundation conference in 2008 delivered to an audience of consumer research professionals in New York City. Crucially, you also need to mobilize your workforce to close the loop with your customers by communicating any actions you take in response to their insight.

Consumers 96

Consumers 2008 2012 Banking 96

Team Support

SEPTEMBER 29, 2020

With TeamSupport, support and product/engineering teams have a direct line of communication and see the same customer information, so there’s no longer a case of misunderstanding and wasted time trying to communicate the customer truth.

Customer Relationships 89

Customer Relationships B2B 2008 Competitive Advantage 89

NICE inContact

NOVEMBER 8, 2019

It’s defined as communication your audience can understand the first time they read or hear it. This communication makes it easy for your audience to find and use the content you’re providing, because it’s: Clear Concise Well-organized. In worse cases, poor communication with customers could even lead to litigation.

Contact Center 54

Contact Center 2008 Travel 2018 54

BlueOcean

JULY 3, 2019

US unemployment rate as fantastic news – it’s an astronomical improvement over the 10% unemployment rate after the 2008-09 Great Recession. The best agents are educated, have great communication skills, want to do meaningful work for great brands, and are pumped up about the opportunity to make a difference in people’s lives.

Contact Center 159

Contact Center Customer Service 2008 Call Center 159

Optimove

NOVEMBER 14, 2019

Optimove has partnered with world-class vendors of marketing, customer communication and operations infrastructure platforms, to provide a true end-to-end solution for highly effective customer marketing. The Carma Marketing Hub enables advanced digital communications, specializing in email, SMS and push notifications.

Multi-Channel 40

Multi-Channel 2008 E Commerce Sports 40

CX University

SEPTEMBER 18, 2018

clearly communicates goals to all employees and links individual goals to corporate goals.” In response to the financial crisis in 2008, CEO made a simple but compelling contract with employees. ensures that senior leaders set the strategic direction, 2. focuses employees at all levels on the customer, and 3. Trahant, Public Manager).

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

Avaya

JANUARY 24, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. An original MiFID was enacted in 2004, prior to the 2008 global financial crisis.

2004 46

2004 White Paper 2008 2006 46

CSM Magazine

JUNE 17, 2020

is hosting Cooper on its Lobster AI communications platform. For more information on the Lobster AI communications platform, visit www.ebi.ai. Coop has had an online shop since 2008 which today reaches over 60 percent of Swedish households with home deliveries and also offers meal plans that can be picked up in all Coop stores.

Retail 52

Retail 2008 Automotive Transportation 52

ijgolding

MAY 11, 2016

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot. It was very real.

Measurement 65

Measurement 2008 Customer Experience Banking 65

Lumoa

JUNE 23, 2021

Migration to the Cloud Buoyed by the COVID-19 outbreak, cloud migration dramatically increased during the steepest economic contraction since the 2008 financial crisis. Omnichannel Communication While omnichannel communication has been around for a while, it only caught on in the decade gone by, thanks to a proliferation of handheld devices.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

Win the Customer

MARCH 8, 2017

In 2008, new Old Navy president Tom Wyatt came in aiming to revitalize the brand. To communicate its benefits to today’s audience, Amway has increased its social media presence, with content that emphasizes the company’s values and how those values benefit people who sell Amway. Old Navy: The Power of Nostalgia.

Brands 118

Brands Customer Experience 2004 2008 118

ShepHyken

NOVEMBER 6, 2020

This week we feature an article from Michael Magnus, a Strategic Communication lecturer and marketing consultant at Magnus Opus. In 2008, consumer research helped customer service at the world’s largest coffee chain. Michael Magnus is a Strategic Communication lecturer and marketing consultant at Magnus Opus. Most likely no.

Insights 102

Insights Customer Service Marketing 2008 102

Customer Bliss

APRIL 11, 2017

While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. In days 30-60, Brian focused extensively on communications. Elements that once took six weeks could be finished in four hours now, and it began a career-long focus on transformation and change.

NPS 163

NPS Net Promoter Score 2003 2007 163

ShepHyken

JUNE 19, 2020

As Shep mentioned during our special webinar , “If your employees and customers are nervous, uncertain and even scared, you owe it to them to communicate at a much higher frequency and much more empathetic than you ever have before.

Customer Service 80

Customer Service 2008 Interaction Customer Service Representative 80

CSM Magazine

FEBRUARY 7, 2020

Customers also expect all businesses to provide them with multiple channels of communication. Some of the report’s highlights: Over 70% of customers desire a consistent experience across all communication channels. Build Omni-Channels for Communication. People resent telling the same story to different customer support agents.

Customer Service 52

Customer Service Banking 2008 Financial 52

CX Journey

NOVEMBER 15, 2017

Here are some examples, taking us back to the financial crisis of 2007-2008. Enron's core values were: integrity, communication, respect, and excellence. And yet, they admitted to defrauding investors in 2008. Are the values regularly-communicated, not just posters on a wall? Bad things. Take a look at Enron.

Culture 50

Culture 2008 2007 Competitive Advantage 50

Team Support

OCTOBER 8, 2020

Our solution is the vital communication line between them and their customers. About Eric Harrington Co-founding TeamSupport in 2008, Eric helped build what is now a global mission-critical business solution for managing customer support. We’re proud that we continue to innovate in the B2B customer support software industry.

Customer Relationships 59

Customer Relationships B2C B2B 2008 59

Avaya

JANUARY 26, 2018

This EU legislation serves as a much-needed upgrade from the original MiFID, enacted in 2004, and addresses key issues that resulted from the 2008 global financial crisis. Under the 2004 MiFID directive, there was no mandatory requirement to record communications involving client orders.

2004 51

2004 White Paper Financial 2008 51

Magellan Solutions

AUGUST 10, 2018

It was the mid-year of 2008. Stories, whether it is real or not, can circulate in a lightning speed using digital communication channels. Brand marketing strategy is how you plan on communicating and delivering your brand messages. A chain message, particularly sent to those who live somewhere in the countryside, circulated.

Social Media 53

Social Media Brands Marketing 2008 53

NetBase

AUGUST 26, 2020

In November 2008, this company was the first to offer ETFs with 3X leverage. Among them are cloud communications provider Twilio and star of stay at home video teleconferencing giant Zoom. Sitting comfy in the middle of out Stocks cluster is Direxion Work From Home ETF ’s.

Marketing 81

Marketing 2024 2030 2008 81

ChurnZero

APRIL 17, 2020

Some examples include a pandemic (COVID-19), a terrorist attack (9/11), or an abrupt financial crisis (Banking Crisis of 2008). In one of your calls with the customer, they tell you their team is having difficulties with communication while everyone is working from home. The Scenario.

Travel 52

Travel 2008 Financial Events 52

CSM Magazine

APRIL 4, 2022

Between the 2008 Recession and COVID 19, Millennials and Gen Z employees are increasingly financially aware and are looking to find companies that can offer them robust benefits. Communicate, communicate and communicate. That in turn reduces employee turnover as happy employees stay. Offer flexible work schedules.

2021 52

2021 Financial Insurance Culture 52

Playvox

NOVEMBER 21, 2022

UserVoice popularized the concept in 2008, but now there are many providers of idea management software, used by companies like Spotify , Airbnb , and Microsoft. Administrators review submissions, prioritize them, and publicly communicate their status to the users. What Are Idea Portals And How Do They Work?

Roadmap 52

Roadmap 2008 Feedback Customers 52

Team Support

JUNE 15, 2020

In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington , and I set out to build one. Your technology fills the gaps between Data Analytics and Intelligence, and Communications. That’s the beauty of it!

B2B 64

B2B 2008 2020 B2C 64

Natalie Petouhof

JANUARY 29, 2016

Tweet I remember back in 2008-2009 being asked whether social / digital / communities had any business value. In wanting others to see what I saw, I started down the road of creating ROI models for digital / social / online communities. It was that there was a new level of open, honest, genuine and authentic communication.

ROI 49

ROI 2009 2008 2016 49

Chadwick Martin Bailey

SEPTEMBER 22, 2020

If it doesn’t work at first, I will try new communication styles and approaches to create that relationship. I was developing its online community, with the goal of engaging with our tough-to-reach demographic. To drive client relationships forward, you need honesty, integrity, and mutual respect. Don’t give up.

2009 52

2009 2008 Travel Transportation 52

Kustomer

DECEMBER 17, 2020

” I was one of the, sarcastically, fortunate people to graduate with a marketing degree in the recession in 2008. And we all know marketing was the first thing to go in 2008 when the recession happened. So I kind of just landed in sales because that’s what marketing people did in 2008 with a degree and student loans.

Connections 80

Connections 2008 Loyalty Events 80

Comm100

JUNE 22, 2021

I have been an IT Manager at Dawson College since 2008, and before that I specialized in CRM solutions in the retail industry for many years – so as you’d expect, I have seen a lot of technological change in my time! Are you meeting the digital communication expectations of today’s students? Comm100 for Higher Education.

Customer Service 52

Customer Service Events 2008 2021 52

transcosmos Information Systems

MARCH 29, 2015

According to the research done by John Gattorna, a visiting professor at Macquarie Graduate School of Management in 2008, businesses lose 68% of their customers due to perceived indifference. Communicate to them in their preferred method (phone or email) what your plan of action is after your last conversation.

2008 79

2008 Customers Connections Communication 79

C Space

JULY 27, 2021

This has changed quite dramatically, he says, since they launched Forevermark in 2008, where responsible sourcing was one of the key pillars of the strategy, but one which they didn’t believe consumers would care about. That has now become so important. It has filtered into the diamond industry very seriously.”.

2008 52

2008 Social Media Consumers Connections 52

Magellan Solutions

FEBRUARY 2, 2022

2008 : The majority of the top U.S. Filipino call center agents are proficient in their intermediate vocabulary skills and oral communication skills. 2005 : The Philippine BPO industry contributed 2.4% of the country’s GDP and gained 3% of the global BPO market. 2006 : The BPO industry started to witness a 46% annual growth.

Call Center 75

Call Center Contact Center Government 2001 75