Second to None

SEPTEMBER 25, 2018

After decades of accepting this identity as truth, the public had to reassess our relationship with their brand after the infamous oil spill in 2010 was handled improperly.[1] For example, BP had established a reputation as a progressive energy company that prided itself as a proponent of the green movement. 1] [link]. [2] 2] [link].

Consumers 109

Consumers Brands Social Media 2010 109

Kayako

MARCH 21, 2022

The data confirms that service-related problems are a critical touchpoint. One study found that the brands that provide the best customer experiences achieved 17% compound growth between 2010 and 2015. This thoughtful act turned a customer service interaction into a brand-building social share. . Live Chat and Voice Support.

Customer Service 117

Customer Service Social Media 2010 Competitive Advantage 117

SaleMove

MAY 21, 2021

Consider that since 2010, when the term omnichannel was adopted, consumers have evolved to a digital-first mentality. What customers expect is one “channel-less” experience that can support all modalities of communication from all touchpoints. However, this is often NOT the reality. Unified, Familiar Customer Experiences.

Omnichannel 52

Omnichannel Customer Service Touchpoint Retail 52

ClearAction

JUNE 25, 2023

What was good in 2010 is probably not best in 2023. Frankly, most practices today are 2010s methods. You can infer from there, along with voice tone and words used in interactions, how likely they are to do X for you. Good, better, and best practices are subjective. Yet, you sense the difference when they’re side-by-side.

Leadership 62

Leadership 2023 2010 Books 62

Beyond Philosophy

JUNE 4, 2015

In his 2010 book, Marketing 3.0: It also means that every transaction and touchpoint interaction, and the long-term relationship, needed to carry forward the organization’s unique character, must be a reflection of the perceived value represented to the customer. Starbucks might make more money selling Pepsi, but they don’t.

Financial 144

Financial White Paper Books Airlines 144

Beyond Philosophy

SEPTEMBER 13, 2016

Up until electronic interaction – the Internet and wireless devices for accessing the web on a mobile basis – changed the character of communication and engagement forever, companies frequently deluded themselves that they were in control of the awareness and influence processes. Seek to leverage and influence, not control.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

CSM Magazine

APRIL 23, 2021

Consider a robo-investment brand like Betterment— the customer journey stretches over years (length), spans numerous touchpoints (breadth) and deepens over time as more customer data is generated (depth). in 2010 to $4.1B Designing an effortless, user-centric delivery experience has helped Domino’s revenue grow from $1.6B

Brands 52

Brands 2010 Return on Investment 2020 52

Lumoa

JUNE 28, 2018

For the company, measuring customer success at each customer touchpoint is crucial. Customer feedback on customer support-related touchpoints is 98% of the time very positive. When Michael started in 2010, HubSpot was a scaling startup with over 80 employees. Chapter 3: Understand the power of Net Promoter.

Customer Centricity 64

Customer Centricity Culture NPS Net Promoter Score 64

Kerry Bodine

MARCH 8, 2017

This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network. I’ve been a fan of service design since my introduction to it in grad school —and an active champion of the discipline since my initial involvement with the Service Design Network back in 2010. When someone in the U.S.

Chief Customer Officer 86

Chief Customer Officer 2016 2010 2014 86

ClearAction

FEBRUARY 7, 2016

The Impact of Customer Experience Interaction. Customer Service “Wow” Versus “Ow” Interaction Bridges for Keeping Customer Commitments. Interaction Bridges for Customer Commitments article. Interaction Bridges for Employee Engagement webcast (13:02). Customer-Focused Marketing. Customer Centricity.

Article 48

Article Customer Experience 2009 White Paper 48

West Monroe

SEPTEMBER 15, 2017

But during 2010 – 2012, when the Bitcoin fundamentalists wanted to make the coins into a method for transaction and fiat-money substitution, many people bought the coins to store value away from tumultuous currencies in countries such as Greece, Cyprus, and Syria. This results in smaller returns for longer periods of activity.

Customer Experience 74

Customer Experience Banking 2009 Healthcare 74

Second to None

FEBRUARY 14, 2018

As technology increases, customers are interacting with brands in completely novel ways. Because of these new trends, brands need to constantly measure and update the value they are providing to customers at these different touchpoints. 53% had significant onshore operations in 2015, up from 35% in 2010. In the last decade, U.S.

2018 63

2018 Social Media E Commerce E-support 63

ijgolding

MAY 11, 2016

In my opinion, the more we can see ‘the truth’ about the businesses we interact with, the better. Since 2010, any establishment in the UK serving food has been given a ‘food hygiene rating’ by their local authority. What if your bank had to display its rating on its mobile app and all other touchpoints in the customer journey?

Measurement 65

Measurement 2008 Customer Experience Banking 65

ChurnZero

JANUARY 10, 2020

“Our relationship with our customers is everything, and it is essential that we create a seamless, unified experience across all customer touchpoints and add value with each interaction. Gadde also held various leadership positions at HP, Genesys and Mercury Interactive. . F ind and follow Madan on LinkedIn. . .

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

Comm100

APRIL 12, 2018

Gives short term feedback – CSat questions generally are interaction-focused – meaning they ask customers to rate particular experiences or touchpoints, and not their impressions of your business as a whole. If it’s not well received, such a feature can be changed quickly, helping you to avoid losses in the long run. Negatives of CSat.

NPS 62

NPS Measurement Customer Experience Net Promoter Score 62

Currency Alliance

MARCH 9, 2021

In a true, headless, loyalty platform, the backend functionality is purpose-built to be decoupled from the front-end customer touchpoints, connected via easy APIs. Until around 2010, they were fairly monolithic systems where the front-end website was tightly integrated into backend servers. Why is this important?

Loyalty 59

Loyalty Customer Engagement Engagement Banking 59