ShepHyken

FEBRUARY 8, 2021

(Fast Company) As we witnessed in the 2009 downturn, if companies react quickly and organize themselves well, there are many opportunities to be gained from this crisis. It proved to be, for many businesses, an accelerator of new processes and adaption of technology/innovation.

2021 97

2021 Article Customer Service B2B 97

Alida

DECEMBER 15, 2016

Between 2009 and 2013, annual hospital deals have increased 14 percent. When Procter & Gamble acquired Gillette in 2005, for instance, both companies focused on consumer needs, relying on each other’s strengths and expertise to deliver more innovative products to the market. The Affordable Care Act in the U.S., Conclusion.

2013 138

2013 Airlines Hospitality 2005 138

Alida

APRIL 5, 2017

Apple, for instance, has discovered how to amass an almost cult-like following of loyal customers by delivering groundbreaking product innovations and an immersive and engaging in-store experience. Smartphone and personal computer buyers have countless options on the market today.

Retail 154

Retail Customer Base Rewards Programs Insurance 154

ClearAction

FEBRUARY 7, 2016

Customer Experience Innovation. Rules of the Game for Customer Experience Innovation article. Customer Experience Innovation Covers the Experience Spectrum article. Innovating the Superior Customer Experience webcast (24:09). 1 2009 Customer Experience Maturity Monitor, Peppers & Rogers Group.

Article 48

Article Customer Experience 2009 White Paper 48

Win the Customer

DECEMBER 15, 2015

Although many organizations affirm to having a focus on developing customer experience and investing in customer service, Bain research from 2005-2009 showed that only 1 in 9 organization actually excelled in all of the critical categories related to customer relations. Are You Experienced Enough in Customer Experience?

Net Promoter Score 64

Net Promoter Score Customer Experience 2005 2009 64

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. Elements that once took six weeks could be finished in four hours now, and it began a career-long focus on transformation and change. He has an MBA from Purdue University. The Origins Of Net Promoter Score.

NPS 163

NPS Net Promoter Score 2003 2007 163

Chadwick Martin Bailey

SEPTEMBER 22, 2020

What about that experience helped you to adapt, innovate, and/or grow? In launching this relatively new format, I was faced with an increasingly restrictive budget (remember the financial crisis of 2008/2009?!), One project that stands out was when I was working at Toyota Financial Services. It’s exciting to be a part of.

2009 52

2009 2008 Travel Transportation 52

ClearAction

OCTOBER 25, 2022

The “bring it to life” Since the global economic downturn of 2009, organizations of all kinds have invested heavily in customer experience management. It’s for everyone who collects and manages insights: Marketing, Customer Experience, Customer Success, Customer Service, Partner Experience, and Employee Experience teams.

Sports 71

Sports 2009 2022 Financial 71

QuestionPro Audience

AUGUST 3, 2018

While it’s not as bad as it was in 2009, when new car sales plummeted to less than 11 million, it’s still a warning shot to manufacturers and dealerships alike that they need to take a deeper look into how to close sales, and generate repeat customers. Manufacturers had a nice, seven-year run of revenue growth, but it has come to an end.

2018 79

2018 Consumers Insights 2017 79

transcosmos Information Systems

FEBRUARY 13, 2018

For Amazon’s CEO, innovating your company’s products and services is about providing customers what they want even before asking for it. Lafley was the CEO of multinational consumer goods company, Procter & Gamble , from 2000 to 2009 and from 2013 to 2015. Alan George “A.G.”

2009 84

2009 2013 2015 2016 84

ReviewTrackers

APRIL 27, 2017

at the Cleveland Clinic from July 2007 to July 2009, according to Managed Healthcare Executive. The new technologies – from advanced analytics to machine learning – give companies an opportunity to innovate and improve the customer experience. The Chief Experience Officer: An Important Role in Healthcare.

2007 50

2007 2009 Insurance Healthcare 50

Second to None

MARCH 8, 2019

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 We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

2015 48

2015 2009 Financial 2018 48

Confirmit

APRIL 5, 2018

AcuPOLL has challenged the status quo in Market Research since its founding by P&G marketing innovators. In 2009, AcuPOLL teamed up with Confirmit to deliver deeper, faster insights to their clients. AcuPOLL now runs its most innovative research solutions on Confirmit Horizons. Market Research Case Studies.

Innovation 40

Innovation 2009 Insights Marketing 40

Bill Quiseng

MAY 8, 2017

the first to market customer relationship management software solution that pioneered the space 30 years ago and is still innovating today, so he has a bit of a unique perspective on how customer communication has evolved and where it’s heading. Swiftpage is the owner of Act! ,

2006 98

2006 2009 2017 2011 98

Experience Matters

DECEMBER 22, 2014

Hall joined the D-backs in May 2005 as Senior Vice President, Communications, was named president in September 2006 and CEO in January 2009. Hall takes culture so seriously that he renamed the front office as the “Culture & Innovation Center.” Needless to say, I really enjoyed the conversation.

Culture 125

Culture Sports Magazine 2005 125

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

ijgolding

MAY 21, 2018

Products that were once seen as being ground-breaking, innovative and unique, can now be copied and manufactured for a fraction of the price by factories in China. In the UK, retailers have been struggling with this concept since the demise of 100-year-old Woolworths in 2009. rather than ‘how can we help and support you?’.

Retail 74

Retail 2005 2009 2013 74

Customer Alignment

MARCH 2, 2018

The average tenure also lengthened from 23 months in 2009 to 34.5 In the U.K, the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

Natalie Petouhof

JANUARY 29, 2016

Tweet I remember back in 2008-2009 being asked whether social / digital / communities had any business value. Think about customers talking to companies and giving honest feedback that helps: Improve products and services and even helps the company innovate. Why is that? Reduces unnecessary steps or processes.

ROI 49

ROI 2009 2008 2016 49

McorpCX

DECEMBER 16, 2016

Tasteless, unexciting food and an all-time low in its share price, the company also ranked last in a 2009 survey of consumer taste preferences. Seven years ago, Domino’s Pizza was in the pits. The only silver lining: they scored top marks for delivery and value.

2009 40

2009 Consumers Customers Innovation 40

SurveySparrow

DECEMBER 11, 2020

During 2009’s recession, the tech giant didn’t stop advertising and continued innovating new products. In 2009 Amazon’s customers bought ebooks more than printed ones and helped the company grow its sales by 28%. Another great example of marketing amid a slowdown is Amazon. One such product is Kindle.

Advertising 52

Advertising Social Media 2009 Brands 52

Comm100

FEBRUARY 1, 2023

Comm100 Headquartered: Vancouver, British Columbia, Canada Founded: 2009 Comm100 is a global provider of live chat used by such higher education institutions as University of British Columbia, Thompson Rivers University, McMaster University, and The Open University.

2009 86

2009 Communication 2002 Connections 86

Talkdesk

AUGUST 19, 2016

While Amazon evolves, expands and innovates, the bottom line is the same: a happy customer is a returning customer. However, back in 2009, Amazon made a huge blunder pertaining to unauthorized copies of classic books that they had sold. Be Transparent.

Customer Service 41

Customer Service E Commerce 2009 2008 41

Talkdesk

AUGUST 19, 2016

While Amazon evolves, expands and innovates, the bottom line is the same: a happy customer is a returning customer. However, back in 2009, Amazon made a huge blunder pertaining to unauthorized copies of classic books that they had sold. Be Transparent.

Customer Service 40

Customer Service E Commerce 2009 2008 40

Customer Bliss

MARCH 23, 2022

In 2009, Netflix made cultural history when then chief talent officer Patty McCord and CEO Reed Hastings created a 124-page PowerPoint document entitled “Netflix Culture: Freedom & Responsibility.” Furthermore, in the wake of the “Great Resignation,” companies in every industry are feeling upheaval.

Culture 139

Culture 2009 Document Travel 139

Gainsight

DECEMBER 5, 2023

Brace yourselves for an exciting development as we bid farewell to the San Francisco backdrop and set our sights on the heartland of innovation – St. Gainsight, founded in 2009 in St. Tech and Innovation Hub of the Heartland St. Get ready for innovation, collaboration, and a whole lot of fun. Louis, you ask?

2009 52

2009 2024 Travel Entertainment 52

Gainsight

DECEMBER 5, 2023

Brace yourselves for an exciting twist as we bid farewell to the iconic San Francisco backdrop and set our sights on the heartland of innovation – St. Tech and Innovation Hub of the Heartland St. Gainsight, founded in 2009 in St. Get ready for innovation, collaboration, and a whole lot of fun. Louis, you ask?

2009 52

2009 2024 Travel Entertainment 52

QuestionPro Audience

AUGUST 7, 2018

Author and motivational speaker Simon Sinek took the business world by storm with his 2009 book, Start With Why. Sinek admits that he wasn’t conveying anything innovative, but distilling what made famed brands or individuals successful, from Apple to Martin Luther King Jr.

Brands 68

Brands Marketing 2009 Advertising 68

transcosmos Information Systems

NOVEMBER 6, 2018

It’s safe to say that aside from innovation, a bulk of their trillion-dollar stocks is all thanks to buyers who want the Apple Experience. At the heart of these exciting innovations is the company’s desire to serve the needs of their customers. Resist proxies. This means that the company truly understands them and their needs.

Customer Service 48

Customer Service Hotels 2017 2009 48

Magellan Solutions

JULY 11, 2022

Before the COVID-19 Global Pandemic, the world experienced the Global Recession during the years 2007-2009. A recession may be terrible but looking at the big picture, it gives entrepreneurs opportunities to innovate. And one in demand innovation that businesses of all sizes are jumping into is outsourcing.

2008 40

2008 Financial 2007 2009 40

Forrester's Customer Insights

MAY 18, 2018

Back in 2009, Forrester launched its first customer experience forum. We picked New York as the location because for years we’d put on a financial services event there, and we knew that our attendees from the banking, brokerage, and insurance industries all had CX on their minds. We didn’t know how well the new event […].

2009 22

2009 Banking Insurance Financial 22

Chattermill

SEPTEMBER 11, 2019

Todd Yellin, Netflix’s VP of Product Innovation. Netflix also incentivises employees, between 2006 and 2009, a prize was offered where if a 10% improvement could be gained a $1 million reward would be awarded. Netflix, Amazon and Spotify have trained us to expect a smooth customer journey with little to no friction.

Customer Experience 76

Customer Experience Touchpoint Entertainment 2016 76

Clarivate

OCTOBER 5, 2023

A 2020 report by McKinsey & Company found that organizations that invested in innovation during the financial crisis of 2009 outperformed the market by 10% during the crisis and by 30% in the post-crisis years. Download the report for a deep dive on this topic: Investing in innovative IP legal strategies during challenging times.

White Paper 59

White Paper Competitive Advantage 2009 Financial 59

QuestionPro Audience

AUGUST 16, 2018

The spend per guest has increased from $194 in 2009 to $268 in 2017, while guest count has decreased, from 149 in 2009 to 136 in 2017. . The Knot found that formal weddings have decreased (27% in 2009 to 17% in 2017), with more couples choosing non-traditional venues like barns, wineries, museums and parks. REGISTRIES.

2009 68

2009 2017 2015 Consumers 68

ShepHyken

MAY 1, 2023

U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko (Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate. Siegel+Gale put the figure at 57%. How big is simplicity?

2023 13

2023 Article Customer Service 2009 13

Forrester's Customer Insights

JANUARY 5, 2022

In February of 2009, Glenn O’Donnell (VP, Research Director) and I co-authored the CMDB Imperative when ITIL and ITSM were all the rage. Underpinning that rage was the Configuration Management DB (CMDB) which promised to deliver world peace like a pageant winner during the interview portion of the competition.

2009 49

2009 Management Government Information 49

Magellan Solutions

DECEMBER 11, 2023

It is where the spark of innovation ignited. In 2009, Magellan Solutions landed a significant contract with AT&T. He observed that call centers catered to Fortune 500 and 1000 companies. You know, the big players like American Express, Dell Technical Support, AT&T, etc. But it didn’t stop there.

Leadership 52

Leadership 2008 Call Center 2001 52