Retently

JULY 28, 2023

It was only in 2008 that the Chief Customer Officer position started being recognized as an important role within a company. Fosters a Company-Wide Customer-Centric Culture To make the customer feel valuable to the brand, the Chief Experience Officer unifies the way all employees view consumers.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

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. There’s been tons of research on the connection between emotions and customer experience/marketing, including this work from Northwestern in 2008.

Customer Experience 236

Customer Experience 2008 2017 2016 236

ShepHyken

NOVEMBER 6, 2020

He shares the process of conducting consumer research and how to implement your findings into the customer experience. Understanding your consumer is a key piece of customer service and developing loyalty to your brand. How Do We Conduct Consumer Research? Have you ever been inside a Whole Foods that sells Louis Vuitton bags?

Insights 100

Insights Customer Service Marketing 2008 100

Brandwatch CX

FEBRUARY 23, 2024

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. Example : As early as 2008, networking giant Cisco has been using social media to launch products. In fact, it can be quite the opposite.

B2B 59

B2B Brands Social Media Wireless 59

Beyond Philosophy

DECEMBER 6, 2018

The slogan resurfaced in the 2008 campaign as “It’s the economy, stupid.”. consumers say they spend more money doing business with a company that delivers an excellent experience. consumers will spend up to 17% more with companies that provide excellent customer service. Perception is the reality, as they say.

ROI 164

ROI Customer Experience 2008 Customers 164

Brandwatch CX

FEBRUARY 23, 2024

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. Example : As early as 2008, networking giant Cisco has been using social media to launch products. In fact, it can be quite the opposite.

B2B 52

B2B Brands Social Media Wireless 52

Eptica

FEBRUARY 6, 2019

Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China). Reading through qualitative data, such as free text interaction was once a time-consuming, often manual process but now you can do it at scale using AI and text analytics.

2008 73

2008 White Paper 2019 Automotive 73

ReviewTrackers

APRIL 21, 2021

They are also a major reputation factor and a key source of information for consumers. Building consumer trust in banking and financial services. According to an IBM survey , only 43 percent of consumers trust the insurance industry. SuperMoney is an online financial resource that helps consumers save money. Credit Karma.

Banking 65

Banking Financial Insurance Social Media 65

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. That phenomenon is you and I – the consumer.

Measurement 65

Measurement 2008 Customer Experience Banking 65

NetBase

AUGUST 26, 2020

Let’s see how consumer and market intelligence reveals these instances, and a few brands that have been nimble enough to take advantage of key insight. Whether these two brands tapped into market research and consumer intelligence to discover emerging trends is unknown. Amazon & Ebay Stories.

Marketing 81

Marketing 2024 2030 2008 81

CSM Magazine

DECEMBER 6, 2021

Retailers are already feeling the effects of pandemic-related seasonal headwinds, putting pressure on consumer confidence, full-time and temporary staff, and the supply chain. In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. 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

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. This recent increase in its favor has much to do with consumers’ fondness of soliciting personalized support.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

ShepHyken

JANUARY 22, 2018

Capturing the essence of 2008’s demanding consumer arena, it is—surprise, surprise—all about those pesky, demanding consumers. My Comment: Here’s a reprint of an article that came out ten years ago -and it is just as relevant today as it was back then.

2018 89

2018 Article Customer Service Wireless 89

C Space

JULY 27, 2021

This plays into status, and something which luxury has always been about, he says, arguing that the affluent consumer will always want to show off their unique purchase. Understanding what makes the consumer tick is of course key to appealing to them and this is why niche brands can do so well. That has now become so important.

2008 52

2008 Social Media Consumers Connections 52

Beyond Philosophy

JANUARY 9, 2021

Thaler and Sunstein’s 2008 book Nudge: Improving Decisions about Health, Wealth, and Happiness explained that a Nudge is a way you present your customers’ choices that tips the scales towards a particular option. Key Ideas to Improve your Customer Experience.

2021 78

2021 2008 Online Experience Consulting 78

Alida

MARCH 5, 2021

The global pandemic may have impacted how consumers buy luxury goods, but the market is still growing. consumers will likely return quickly to paying full price for luxury goods—the same way they did after the 2008 global financial crisis. According to McKinsey & Co.,

Retail 130

Retail 2008 Fashion Feedback 130

Strativity

MAY 30, 2018

The stock market hasn’t been this volatile since the 2008-2009 Financial Crisis. Given this, we analyzed the returns of leaders in customer experience (using the Temkin Group Q1 2018 Consumer Benchmark Survey) in a collective index versus those of the S&P 500 over the past 10 years. The results are striking.

2009 58

2009 Customer Experience Marketing 2018 58

Win the Customer

MARCH 8, 2017

In 2008, new Old Navy president Tom Wyatt came in aiming to revitalize the brand. Another way brands can connect with consumer emotions is by appealing to values shared by the company’s target market. Here are some case studies in successful emotional branding that business leaders can emulate to acquire and maintain customers.

Brands 118

Brands Customer Experience 2004 2008 118

Avaya

JANUARY 24, 2018

Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers. An original MiFID was enacted in 2004, prior to the 2008 global financial crisis. million for their inaccuracies between 2006 and 2008. Barclays’ fines totaled £2.45

2004 46

2004 White Paper 2008 2006 46

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. . Hence, they can provide a better service quality for your consumers. It is important as consumers are willing to spend 17% more if the company has an excellent service.

Customer Service 52

Customer Service Call Center 2008 2014 52

Forrester

JULY 7, 2015

Here's why this chart floats my boat: For two years - from 2008 to 2010 - we see the terms coexisting as if people couldn't quite make up their minds as to whether they were really different or not. Then in 2010 - pow! Customer experience" starts shooting up like a rocket while "customer satisfaction" takes a deep dive.

2010 100

2010 2008 2011 2012 100

Qualtrics

JULY 9, 2019

Prior to the advent of HCAHPS (hospital consumer assessment of healthcare providers and systems) in 2007, the concept of experience in healthcare was an afterthought on the periphery of healthcare strategy. Also in 2008, only 9 percent of non-federal acute care hospitals had adopted a basic Electronic Health Records (EHR).

Healthcare 33

Healthcare 2008 Hospitality 2007 33

InteractionMetrics

JUNE 19, 2023

A killer product alone is never sufficient to retain customers, and studies have found that up to 86 percent of consumers will stop shopping with a company due to just two poor customer experiences. [i] Test : End where you started: with the consumers. i] In this way, having a customer experience czar makes a whole lot of sense.

Loyalty 52

Loyalty Net Promoter Score Touchpoint E Commerce 52

CSM Magazine

OCTOBER 6, 2020

million consumers across the South East of England, South East Water (SEW) supplies on average 521 million litres of drinking water from its 83 water treatment works every day. Founded in 2008, we are devoted to enabling enterprises to change the way they change. The firm then helps clients extract and analyse data or business insight.

Connections 52

Connections 2008 Consulting Innovation 52

Kitewheel

JULY 2, 2020

It is important to understand that consumer behaviors have changed significantly in the past months. Given the recent economic uncertainty, some consumers are less willing to spend money on non-essential items. Consumer spending is down , but some industries, like entertainment and grocery, have not felt as tight of a pinch.

Retail 52

Retail Social Media 2008 Consumers 52

NetBase

MAY 7, 2020

To answer this, we must view consumer readiness through the lens of COVID-19 – and against the backdrop of how this is progressing in Europe. Knowing how to proceed and advertise in uncharted waters, brands need to be prepared for the unpredictable as consumers have grown selective during this self-isolation. Learnings from Europe.

Retail 71

Retail Consumers Social Media Government 71

West Monroe

JUNE 29, 2017

For the first time in the post Great Recession era, the economy has proven it can withstand the effects of reversing the Quantitative Easing (QE) practices that began back in November of 2008. Banks were able to lend that extra cash to businesses and consumers at lower rates to stimulate the economy back to growth.

Banking 53

Banking 2008 2017 Retail 53

Survicate

DECEMBER 16, 2019

Kyung Hyan Yoo and Ulrike Gretzel (2008) at Texas A&M University surveyed almost 1,500 TripAdvisor users and found that two of the primary motivations for writing reviews was to inform other travellers and to help the business reviewed to improve. And those who do leave online reviews are different from the average consumer.

Travel 98

Travel Hotels Apparel 2008 98

Michelli Experience

JUNE 28, 2017

Behavioral economist, Dan Ariely’s work on emotional decision-making has also been ground-breaking and inspirational; particularly, when it comes to consumer behavior. Predictably Irrational.

Customer Experience 83

Customer Experience 2008 Books Loyalty 83

Service Untitled

DECEMBER 23, 2013

Perhaps you have never read the fine print in the Terms of Service when ordering merchandise, but this situation might encourage consumers to pay attention, since it is well known that litigation costs money. In December 2008, John Palmer ordered a desk toy and key chain from KlearGear.com; the entire purchase added to less than $20.

2008 71

2008 Retail Consumers Sales 71

Elevio

OCTOBER 9, 2018

Since 2008, SportsEngine has been providing the online software and apps that make it easy for anyone to run a sports organization. And without something like Elevio’s Hub, it was time consuming keeping our content updated and compatible with customer’s feedback.”. For millions of Americans, sport is at the heart of their communities.

Sports 69

Sports 2008 2019 2017 69

CSM Magazine

JUNE 18, 2020

The first commercial application of AR occurred in 2008 in the form of a BMW magazine ad readers could augment using a computer camera. Prices will continue to drop, expanding access to even more consumers, while processing power and battery life will increase. billion in 2020. VR is typically experienced through headsets.

Tourism 52

Tourism Travel Wireless 2008 52

Second to None

MARCH 22, 2019

Older Gen Zers witnessed their parents face economic turmoil and risk of unemployment in 2008, instilling a pragmatic attitude towards the monetary market. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1, 7] [link]. 2,4] [link]. 3,5] [link]. [6]

Connections 75

Connections Brands 2008 Social Media 75

ShepHyken

MAY 26, 2017

seconds in 2008 with a mind boggling 19.19 But now with the explosion of Customer Experience into the mainframe, tracking more of experiential metrics has become the norm, and if you aren’t doing it, chances are that you’re actually clueless about how your business ranks against competitors and also in the minds of consumers.

Metrics 91

Metrics Net Promoter Score Blog Effort Score 91

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. Meanwhile, 50% of consumers will likely switch to a rival after just one bad support experience. And you’re not alone in feeling that way.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

West Monroe

NOVEMBER 28, 2022

And we made that prediction in 2008 or 2009. ” However, David Ogilvy has this quote and it says, “consumers don't think how they feel.” I was part of the team at Gartner that predicted the chief marketing officer would spend more on technology than the chief information officer. And that's a very true statement.

2022 52

2022 2009 2008 Customer Centricity 52