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 124

Net Promoter Score NPS Insurance Airlines 124

CSM Magazine

FEBRUARY 7, 2023

Jim Davies explores 5 brand- and money-saving customer experience (CX) options. We saw this in the last big recession spanning 2007-2009. Disgruntled customers, just like elephants, remembered how poorly they were treated and voiced their dissatisfaction by disregarding previous brand loyalty and swapping to a competitor.

Customer Experience 52

Customer Experience 2007 2009 Customer Service Strategies 52

CSM Magazine

DECEMBER 6, 2021

Now more than any other time of year, e-Commerce becomes a more dominant force in companies’ sales, and subsequently, online customer experience. 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. Tip #1: Keep It Conversational.

E Commerce 97

E Commerce 2021 E-support Contact Center 97

Interactions

JULY 22, 2021

A recent study by the UK Institute of Customer Service found that complaints about poor customer service are at their highest levels since 2009. In fact, online sales hit $791.70 Enabling humans and technology to work together is the key to leaving customers satisfied with their interactions with your brand.

Customer Service 62

Customer Service 2009 Travel 2020 62

ShepHyken

AUGUST 6, 2023

It involves nurturing positive relationships with customers to encourage repeat purchases, foster brand advocacy, and reduce customer churn. Happy and satisfied customers mean that you can maintain regular sales and profit, which can help you maintain success. remains unchanged since 2009 while inflation reached 6.2%

Article 62

Article 2023 Customer Service Magazine 62

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 71

Brands Marketing Advertising Measurement 71

SurveySparrow

DECEMBER 11, 2020

You see, when you invest in advertising and show up in front of your customers during a crisis, they’ll remember your brand. Pizza Hut managed to increase their sale by a whopping 61%, and Taco Bell increased by 40%. In contrast, McDonald’s sales decreased by 28%. One such product is Kindle.

Advertising 52

Advertising Social Media 2009 Brands 52

Eptica

JUNE 20, 2018

Author: Pascal Gauvrit The internet is now the primary channel for most consumers when it comes to shopping, connecting with friends and families and communicating with brands. hours per day online , up from just 3 hours in 2009. This means that websites are now the primary way that consumers interact with brands.

Customer Experience 58

Customer Experience 2009 2018 Consumers 58

ShepHyken

MARCH 8, 2017

So, I typed the URL into the Internet browser and found out… it was for sale. 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. Or how about a brand like Comcast Cable?

Customer Service 114

Customer Service 2009 Banking Customer Service Training 114

CSM Magazine

MARCH 20, 2023

How Brands Become Icons – Douglas B. Holt This book is a must-read for those interested in the history of popular American brands. The author attributes their success to “cultural branding.” Harley-Davidson uses themes of freedom, liberty, and open roads to build its brand. Be sure to check it out!

Books 52

Books Marketing Social Media Advertising 52

Beyond Philosophy

MAY 5, 2016

This buyback agreement, described by Reuters as a framework deal, includes the Jetta Sedan, the Golf compact and the Audi A3 models sold since 2009. Now, with Mitsubishi, the third scandal involving lies from a major car brand in less than a year, it sends the message that carmakers are not to be trusted.

2005 104

2005 2009 Consulting Consumers 104

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

ShepHyken

MAY 26, 2017

seconds in 2009! A couple of years ago, these metrics had a proclivity towards transactions and sales. Based on responses to the question: “ How likely is it that you would recommend our brand to your friends and family? ” Usain Bolt bettered his own 200 meters world record of 19.30 seconds in 2008 with a mind boggling 19.19

Metrics 92

Metrics Net Promoter Score Blog Effort Score 92

Win the Customer

NOVEMBER 14, 2016

By pushing for the sale in all your Facebook posts and tweets, you end up ignoring many of your customers. 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%. It’s called social media for a reason, after all. A stream of new ideas.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

CSM Magazine

MARCH 13, 2020

Using SMS, linked to its quote bot provides contact center advisers with the additional capacity and tools to contact customers at renewal time and answer their queries: building brand loyalty and increasing lifetime value. Applying the theory – how AA Ireland uses bots to drive customer engagement.

Contact Center 64

Contact Center 2006 2009 Insurance 64

ThriveableBiz

JANUARY 18, 2023

Be inspired by famous brands that started in recession , such as Disney, Airbnb, Netflix, Revlon, General Electric, and Microsoft. Four types of customers There’s an excellent 2009 Harvard University study by Professor John Quelch and Research Associate Katherine E. Jozc on How to Market in a Downturn. Communicate, share tips.

2009 98

2009 Insights Books Social Media 98

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. Herschel Supply Co.,

Banking 59

Banking 2009 Telecommunications Airlines 59

ReviewTrackers

APRIL 27, 2017

The negative phrases in the reviews include “wrong fees,” “unethical sales tactics,” “hidden fees,” and “bogus fees.” “People who will stay loyal as long as that brand is delivering — those are the customers we focus on,” she said.

2007 50

2007 2009 Insurance Healthcare 50

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. Getting in on a trend before it’s ‘trendy’ is every brand’s dream.

2009 73

2009 2011 Consumers Sports 73

BirdEye

AUGUST 8, 2022

Launched in 2009, Bing is a web search engine owned and operated by Microsoft. In addition, 55% of Bing users said they use the search engine for product research, and 38% use Bing for brand discovery. What is Bing? Before Bing, Microsoft hosted several other search engines including MSN Search, Windows Live Search, and Live Search.

2009 98

2009 Advertising Hotels Management 98

Retently

OCTOBER 19, 2018

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 CCO’s influence reaches across call centers, marketing, sales, billing, customer support, and other areas where a customer-centric approach is necessary.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

CSM Magazine

DECEMBER 5, 2017

While there is an increase in self-service capabilities, companies still have the opportunity to drive the interaction in a way that reflects the brand. There is a greater need to have both service and sales capabilities combined with the ability to learn about products and services in depth. About the Author.

2018 80

2018 Customer Service 2009 2017 80

West Monroe

NOVEMBER 28, 2022

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. I was part of the team at Gartner that predicted the chief marketing officer would spend more on technology than the chief information officer.

2022 52

2022 2009 2008 Customer Centricity 52

Clarabridge

JULY 18, 2018

In September 2009, Simon Sinek stood in the middle of a stage in a cozy theater in Puget Sound, Washington and delivered one of the most iconic TED talks to date. Although customer experience (CX) was a nascent space back in 2009, it is easy to extend his argument to the customer experience space today.

Measurement 40

Measurement Effort Score 2009 Webinar 40

Lumoa

AUGUST 5, 2022

Experts believe that the modern retail industry will follow a similar pattern as it did during the 2009 recession. During this period, ecommerce sales thrived while in-person transactions declined sharply. This will help you understand if the negative price reaction is an isolated incident or if it’s occurring to similar brands.

Retail 83

Retail Feedback Consumers Marketing 83

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Tune in to learn more! Creating Loyalty that Lasts. Jon Picoult: (02:09).

ROI 139

ROI Books Customers Definition 139

ijgolding

AUGUST 3, 2018

In the UK, retailers have been struggling with this concept since the demise of 100-year-old Woolworths in 2009. Founded in 1988, FatFace is a brand that has been a firm feature on the UK high street since 1992, with over 230 stores and an online presence – they describe themselves as a multichannel retailer (as many do).

Retail 76

Retail 2009 Leadership Customer Centricity 76

Qualtrics

NOVEMBER 20, 2019

billion this holiday season through online and other non-store sales. To put this in perspective, more than a quarter of holiday sales in 2019 will happen online. It also represents a 14% increase in online year-on-year sales, and a huge $150 billion more than was spent in 2009. Consumers are set to spend up to $166.9

2009 20

2009 Social Media Sales Consumers 20

Comm100

NOVEMBER 27, 2017

s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master. What is it about the apology that can bring some of the biggest brands and names to their knees, or resurrect brands that seemed as good as gone? rawpixel.com.

Social Media 126

Social Media Brands Advertising Transportation 126

Magellan Solutions

JULY 31, 2021

The FTC alleges that the defendants’ conduct violated the FTC Act and the FTC’s Telemarketing Sales Rule and that the telemarketing scheme drew in over $20 million dollars between May 2011 and December 2013. When the supplies arrive, the product, which allegedly is ‘just like the brand name item,” is usually inferior in quality.

Banking 52

Banking Call Center Advertising 2013 52

Service Untitled

DECEMBER 27, 2010

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. Interestingly enough, the social trends since 2008 have grown exponentially.

Social Media 42

Social Media 2008 Customer Experience 2009 42

Magellan Solutions

JULY 11, 2022

Before the COVID-19 Global Pandemic, the world experienced the Global Recession during the years 2007-2009. Some iconic brands like IBM, Apple, and Cisco were impacted, but many startup tech companies closed down. Businesses often reduce prices, cut costs, and postpone new investments as sales begin to decline. Make smart cuts.

2008 40

2008 Financial 2007 2009 40

Service Untitled

OCTOBER 25, 2010

From there an organization could concentrate on potential new sales, support, and marketing strategies to retain customers and find new ones. A recent Nielsen survey states that the primary online communication of today is Twitter; its unique visitors have increased 1,382 percent since 2009.

Blog 44

Blog Social Media 2010 Customer Relationship Management 44

Qualtrics

AUGUST 7, 2019

I moved to Seattle in 2009, worked as an SDET on the SharePoint Developer team for another 3 years, and then transitioned to SDE role in the Microsoft SQL org. I come to work every day knowing that what I’m doing is helping our customers improve the experience of their customers, employees, products and/or brand.

Management 36

Management Healthcare 2005 2007 36

C Space

JUNE 1, 2020

The Brand Move Roundup – June 1, 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. Others, though, are scaling back their usual spend.

2020 52

2020 Brands 2008 Multi-Channel 52

Amity

JANUARY 13, 2016

Can Customer Success really be held with the same importance of sales, marketing and product departments? Since 2009, the popularity of customer success has increased 800%. Making this usage data actionable can help your business create brand advocates. • Why is Customer Success Important? A Guide of SaaS Companies.

Customer Success 48

Customer Success 2009 Measurement Metrics 48

Grade.us

SEPTEMBER 17, 2019

This is twice as high as it was in 2009 when the industry's positive rating bottomed out at 24%. Parts Sales ( new and used ) Maritime. Leasing and rentals Sales ( commercial ) Public transportation. We'll look at the manufacturing, sales, repair and maintenance components of the automotive industry.

Automotive 34

Automotive Competitive Advantage 2009 Advertising 34