Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Avaya

JANUARY 26, 2018

The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 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.

2004 51

2004 White Paper Financial 2008 51

Service Untitled

DECEMBER 27, 2010

Paul Stockford, president of Saddletree Research, an organization that gauges industry change trends, notes that the changes of customer experience management will continue an upward movement in social channels. Interestingly enough, the social trends since 2008 have grown exponentially.

Social Media 42

Social Media 2008 Customer Experience 2009 42

Clarabridge

MARCH 30, 2017

We chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact, who uses Clarabridge to listen and act on survey feedback data. Constant Contact offers email marketing software that helps our customers to create effective email marketing and other online marketing campaigns to meet their business goals.

Customer Experience 45

Customer Experience 2008 2014 Feedback 45

Clarabridge

DECEMBER 7, 2016

The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. Chris shared his experiences with listening to and acting on the Voice of the Customer (VOC) in order to make meaningful change across the company. Rogers : Sure. About Chris Rogers.

Feedback 40

Feedback 2008 2014 Government 40

Chattermill

MAY 12, 2019

We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. The Effortless Experience dives into the CX world, debunking myths about the industry like the emphasis on dazzling and delighting customers over making things easy on them.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

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.

Retail 71

Retail Consumers Social Media Government 71

Qualtrics

DECEMBER 11, 2018

In 2008, Starbucks launched “My Starbucks Idea,” a simple way for customers to give input into products and services, improvements, and corporate responsibilities. Starbucks is successful in large part for a simple reason: they focus on listening to customer feedback for the purpose of creating loyal customers.

NPS 22

NPS Net Promoter Score Touchpoint 2008 22

ClearAction

MAY 28, 2015

Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it. Too much company-centered thinking and not enough customer-centric business management. See the math problem here?

Customer Experience 110

Customer Experience Social Media Customer Experience Management 2008 110

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ClearAction

AUGUST 21, 2016

Too much brand-centered thinking and not enough customer-centric business management. To get more insight on this disconnect, I sat down with Lynn Hunsaker , a customer experience expert who helps companies love and be loved by their customers, through her firms, ClearAction and Marketing Operations Partners.

Brands 54

Brands Customer Experience Social Media 2008 54