ShepHyken

JULY 13, 2021

Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. What brands think their customers want has changed. This has created an area of friction between the brand and the customer. Only brands that handled digital transformation well can pivot effectively in times of crisis.”

2009 67

2009 Consulting Brands Customer Expectations 67

CX University

SEPTEMBER 18, 2018

In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1. Conclusions: Create meaningful work with the employment brand. 1, (Spring 2009): 54-58. Quicken Loans. Mayo Clinic.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

CX University

APRIL 2, 2024

Pink (2009) states that when employees have a purpose in their work, are provided with opportunities to develop mastery in what they do, and have autonomy, they will be engaged. Environment: Characterized by trust and supportive relationships. Work: Work is meaningful and provides recognition and growth. A Challenge to CX Strategies?

2009 52

2009 White Paper 2024 Financial 52

Retently

JULY 28, 2023

Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth. The CXO’s influence reaches across call centers, marketing, sales, billing, customer support, and other areas where a customer-centric approach is necessary.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

C3Centricity

JULY 2, 2016

Your brand is not what you think it is! It is what your customers think it is; its brand image, personality and its value to them. I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding. Why we Buy Brands. Branding Elements.

Brands 63

Brands Marketing Measurement Advertising 63

C Space

MAY 4, 2020

The Brand Move Roundup – May 4, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus.

2020 52

2020 Brands Airlines E Commerce 52

Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback.

Net Promoter Score 113

Net Promoter Score NPS Insurance Airlines 113

Lumoa

AUGUST 5, 2022

Experts believe that the modern retail industry will follow a similar pattern as it did during the 2009 recession. These trends are expected to continue (for example, the need for digital self-serving and customer support channels) and retailers that adapt to these new preferences will be positioned to lead the market.

Retail 83

Retail Feedback Consumers Marketing 83

Storyminers

APRIL 6, 2020

Even though companies are usually taking a step back in times of crisis (for example, during the global economic recession of 2007-2009), this case is totally different. The media might be more inclined to show what a large corporation has done, but even if you are a start-up, with no marketing strategy or whatsoever, you can still help.

Brands 59

Brands 2007 2009 Social Media 59

Lithium

SEPTEMBER 26, 2019

People are no longer wowed by the “newness” of social media or content with brands simply being present on their favorite platforms. In fact, a Marketing Land article found that people are growing more skeptical of businesses on social media. Let your audience know you appreciate their feedback and that they matter to your brand.

Social Media 40

Social Media 2019 Brands 2009 40

Lithium

SEPTEMBER 26, 2019

People are no longer wowed by the “newness” of social media or content with brands simply being present on their favorite platforms. In fact, a Marketing Land article found that people are growing more skeptical of businesses on social media. Let your audience know you appreciate their feedback and that they matter to your brand.

Social Media 40

Social Media 2019 Brands 2009 40

Lithium

SEPTEMBER 26, 2019

People are no longer wowed by the “newness” of social media or content with brands simply being present on their favorite platforms. In fact, a Marketing Land article found that people are growing more skeptical of businesses on social media. Let your audience know you appreciate their feedback and that they matter to your brand.

Social Media 40

Social Media 2019 Brands 2009 40

Alida

APRIL 5, 2017

Enter: The kings of customer-centric service, interaction and engagement—retail brands. By following examples set by successful retail brands, health care providers can devise new ways to better engage current patient populations and expand their reach to new demographics. Realize that people do have other choices.

Retail 154

Retail Customer Base Rewards Programs Insurance 154

ShepHyken

FEBRUARY 8, 2021

Retail Customer Experience) Tara Bartley, senior manager, industry marketing, and Ashitha Bhanu, industry marketing, Akamai, share Akamai data relating to the most recent holiday shopping season and the top trends in play. My Comment: 2020 is behind us, but the lessons we learned, as a result, should not be forgotten.

2021 96

2021 Article Customer Service B2B 96

BirdEye

MAY 4, 2023

It is, at its core, a home improvement website, online community, and marketing tool. The company itself is based out of Palo Alto, California, and was founded by Adi Tatarko and Alon Cohen back in 2009. For anyone with a business in the home improvement industry, Houzz is a platform with which you’ll want to be familiar.

Social Media 96

Social Media 2009 Magazine Feedback 96

Customer Guru

FEBRUARY 23, 2018

Mr. Kuvor is the Group Head of Customer Experience and Marketing at Zoona Transactions International, a financial services organization based in Africa. Having said that, one would also find a lot of entrepreneurs across the market, who are willing to take risks to provide people with support. What are you doing on the field?

Marketing 112

Marketing Customer Experience Financial Banking 112

Qualtrics

JUNE 6, 2019

The best brands don’t just sell a product or service, they connect with their audience and create experiences that keep customers coming back for more. Brand experience (BX) is what drives target customers’ perceptions, emotions, and preferences, which influence their purchase and usage behavior.

Brands 33

Brands Leadership Books 2018 33

SurveySparrow

DECEMBER 11, 2020

If you’re stuck with your business and not sure how to market your service, then we got your back. You see, when you invest in advertising and show up in front of your customers during a crisis, they’ll remember your brand. On the other hand, Pizza Hut and Taco Bell used this opportunity to market their product.

Advertising 52

Advertising Social Media 2009 Brands 52

ThriveableBiz

JANUARY 18, 2023

In this article Eriks Celmins summarises insights to help find opportunities to engage with customers in a recession, based on research and current marketing thinking. Be inspired by famous brands that started in recession , such as Disney, Airbnb, Netflix, Revlon, General Electric, and Microsoft. Jozc on How to Market in a Downturn.

2009 98

2009 Insights Books Social Media 98

CSM Magazine

OCTOBER 5, 2022

They fail to realize the strategic opportunity on how to use superior service as a vehicle to build market share and market dominance. When Scott left in January 2009 the stock value was less than when he started as CEO. He built his company to become the most trusted and well-liked brand. No one can challenge them.

Culture 52

Culture Customer Service 2009 2003 52

Win the Customer

NOVEMBER 14, 2016

However, most businesses focus on using social media only for marketing – and that shouldn’t be the case. So, how about putting marketing aside for a minute and being a little… social? Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

Alida

DECEMBER 15, 2016

Between 2009 and 2013, annual hospital deals have increased 14 percent. In 2013, Avianca Airlines, the second largest airline in Latin America, became the unified commercial brand of two leading airlines, Avianca and TACA. The Affordable Care Act in the U.S., Indeed, consolidation is already well under way. Conclusion.

2013 138

2013 Airlines Hospitality 2005 138

Ecrion

JULY 31, 2018

This agreement builds on a relationship that dates back 10 years to expand TriPartum’s managed services practice, as well as introduce new sales and marketing workstreams in an effort to jointly acquire new customers. “We We are excited to deepen our collaboration with Ecrion,” said James Shand, Managing Director at TriPartum.

2009 40

2009 2018 Communication Sales 40

ClearAction

FEBRUARY 7, 2016

Customer-Focused Marketing. Customer Experience Management Improves Brand Value article. Internal Branding is Central to Customer Experience Management article. Customer Experience Management is a Lucrative Opportunity for Marketers article. Marketing Wins Strategic Clout by Driving Customer Experience BKM: Aon.

Article 48

Article Customer Experience 2009 White Paper 48

Service Untitled

SEPTEMBER 29, 2011

I think of Zappos and their success, and I think of Dunkin’ Donuts whose popularity has surpassed Starbucks in many markets. I can’t deny I wasn’t impressed with the beautiful car, and as dinner progressed the conversation about brand loyalty moved ahead. So what makes customer loyalty? There was more.

Loyalty 50

Loyalty Brands 2009 Automotive 50

ShepHyken

MARCH 8, 2017

I thought to myself that it would be cool for my brand to own this domain. Well, it was expensive, at least by my standards… unless I wanted to have an asset that would brand me to customer service forever. That made me start thinking of the brands that would love to have their name synonymous with CustomerService.com.

Customer Service 114

Customer Service 2009 Banking Customer Service Training 114

NetBase

JANUARY 7, 2020

Here’s how it looks and why every brand, including celebrity-backed concerns, will want to capture every bit of insight it offers. Social listening helps amplify any product’s messaging, but with celebrity items, brands are often able to create a purchase frenzy. Marketing celebrity products may seem easier – and it is, in a sense.

2009 73

2009 2011 Consumers Sports 73

Comm100

FEBRUARY 1, 2023

74% of Gen Z believe that convenience is more important than brand , meaning that offering better support options for students becomes a competitive edge for schools. 90% of consumers say that when they interact with a brand online, they expect an immediate response.

2009 86

2009 Communication 2002 Connections 86

Magellan Solutions

APRIL 24, 2020

commonly known as Herschel is one of the most popular retro backpack brands in the world. It was founded in 2009 by brothers Lyndon and Jamie Cormack , who named the company after a Canadian frontier village in Saskatchewan. Tim Hortons is, perhaps, one of the most well-known Canadian brands around the world. Tim Hortons.

Banking 59

Banking 2009 Telecommunications Airlines 59

ReviewTrackers

APRIL 27, 2017

The founders of boutique and luxury hotel booking platform Mr. & Mrs. Smith say that word of mouth is the best form of marketing, according to Skift. “I think advocacy is still the best marketing,” James Lohan, co-founder of Mr. & Mrs. Smith, said at the Skift Forum Europe. Get the Guest Talking.

2007 50

2007 2009 Insurance Healthcare 50

BirdEye

AUGUST 8, 2022

Though it has a smaller market share, there are plenty of people who use Bing regularly – and as a business owner, you don’t want to ignore it. Launched in 2009, Bing is a web search engine owned and operated by Microsoft. You probably use Google as your primary search engine, but did you know Bing is the second most popular?

2009 98

2009 Advertising Hotels Management 98

Service Untitled

OCTOBER 22, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives How to overcome negative brand perception Cheryl October 22, 2010 Customer Satisfaction , Customer Service Experience , Specific Companies 1 Comment It’s the elephant in the room when consumers become disenchanted with a company’s brand.

Blog 43

Blog Brands 2010 2006 43

SmartKarrot

JANUARY 25, 2022

We have recently seen marketing departments in SaaS companies concentrating more on marketing programs to engage existing customers. These programs got the name of customer marketing. . Customer marketing is one of the key functions of an organization. On the other hand, customer success has been around since early 2009.

Customer Success 10

Customer Success Marketing 2009 Customers 10

West Monroe

NOVEMBER 28, 2022

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 we made that prediction in 2008 or 2009. We knew that CMOs were going to start to take more and more ownership and control over the experience that customers had with brands.

2022 52

2022 2009 2008 Customer Centricity 52

Second to None

MARCH 8, 2019

A study by Social Market Foundation reported that happy employees are up to 20 percent more productive than unhappy employees. [1] in its market value. Similarly, a 2015 Glassdoor study found that firms ranked on their “Best Places to Work” list overshadowed the S&P 500 from 2009-2015 by as much as 123.3

2015 48

2015 2009 Financial 2018 48

Chadwick Martin Bailey

SEPTEMBER 22, 2020

For over 15 years, Courtnie has been a strategic consultant for some of the world’s leading brands. What brought you to work at/in Market Research? In launching this relatively new format, I was faced with an increasingly restrictive budget (remember the financial crisis of 2008/2009?!),

2009 52

2009 2008 Travel Transportation 52

NICE inContact

JULY 13, 2016

Our customer, Hoveround Corporation , a leading provider of power chairs, electric scooters and other mobility solutions, chose inContact for its inbound contact center solution in 2009. How omnichannel experiences help companies excel and differentiate their brand. Register now for the webinar!

Customer Experience 48

Customer Experience Contact Center 2009 Webinar 48