Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. Customers that trust an organization have feelings for the company or brand and want to do business with them.

2011 141

2011 Banking 2016 Financial 141

Bill Quiseng

MARCH 7, 2016

In 2011, An American Express survey found that Americans tell an average of 9 people about good experiences and 16 people about poor experiences. Power, 67% of consumers have used a company’s social media channel for their customer service needs. I am going to be watching from afar to see how this move bodes for this big brand.

Social Media 123

Social Media Customer Service Brands 2011 123

Currency Alliance

APRIL 23, 2019

Chuck Ehredt sat down with Steve Hoban, who recently returned to the UK after spending 11 years working for Pick n Pay in South Africa, to discuss brand collaboration in loyalty schemes. In such a context, the extra value that a loyalty program can deliver to customers was probably meaningful to many people.

Loyalty 40

Loyalty Marketing Loyalty Programs 2011 40

Bob Hayes

FEBRUARY 2, 2015

In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty. Customer satisfaction is important for business success.

Loyalty 88

Loyalty CEM Customer Experience Social Media 88

Michelli Experience

MARCH 15, 2017

My water fascination dates back to at least 2011 when I wrote the following…. Of course, there are those sophisticated brands like Fiji or Pellegrino. So, that was what I wrote in 2011 and we all know iPods gave way to streaming audio and smartphones, but how has bottled water done? I drink my share of bottled water.

2011 92

2011 2006 2015 2016 92

Retently

AUGUST 15, 2018

As for why great customer service has become so important, just consider the following: 82% of consumers are likely to leave your brand because of the service they get , not your pricing or products. Today’s consumers won’t just settle for generic messages and automated replies. But what is good customer service, though?

Customer Service 106

Customer Service Social Media Exceptional Customer Service Hotels 106

ReviewTrackers

JUNE 12, 2018

Farmhouse Chicago, a restaurant that’s been serving some of the best Midwestern fare in Chicago’s River North neighborhood since 2011, uses local and sustainable ingredients. The method in which consumers find restaurants today involves using online reviews as research. Responses will build loyalty and inspire customer trust.

2011 91

2011 Customer Expectations Loyalty Brands 91

Customer Bliss

APRIL 26, 2016

Consumer Markets at Liberty Mutual. Consumer markets business has 17,000 employees and generates $16.8B For more on different pathways to CCO, read Paul Hagen’s 2011 Harvard Business Review article on that topic or my February 2016 post on how to become a CCO. Introducing Our Guest. Margie is EVP and CCO for U.S.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. If a customer doesn’t get the help she needs, she often will not remain loyal – or worse, she will take to social media and tarnish the brand.

ROI 45

ROI Social Media Airlines Customer Service 45

West Monroe

JULY 24, 2017

Across all industries – from utilities to banking and from healthcare to education – organizations are tapping into unprecedented amounts and types of actionable “big data” to understand consumers and drive powerful engagement. Sources: Kosinski et al 2013, Chittaranjan et al 2011, Epp at al 2011. Sources see report.

Marketing 51

Marketing 2011 Advertising Seminar 51

Feedback

NOVEMBER 24, 2016

To succeed in driving loyalty, you must understand customers better, map and analyze their interactions with your business, and determine their feelings, mood, sentiment, and opinion about your brand. . Loyal customers will stay true to you and even bring fellow consumers with them if they feel that bond.

Customer Experience Management 53

Customer Experience Management Customer Experience Management 2011 53

Kustomer

JULY 1, 2021

Even with long wait times, customers tend to be happier and more connected to the brand if they have a satisfying experience at the end of the interaction. “If Providing personalized service is what sets a brand apart from the competition. Did the rep solve the customer’s problem? Did they make the customer feel valued and understood?

Customer Experience 98

Customer Experience Call Center Contact Center Customers 98

Currency Alliance

MARCH 30, 2022

As I reflected on the presentation footage, I decided I wanted to share these principles with the many loyalty professionals I’ve met building Currency Alliance over the last seven years. In recent years, brands have invested more in loyalty. but within a few years it had become South Africa’s leading loyalty program.

Loyalty 52

Loyalty Loyalty Programs Airlines Hotels 52

LiveChat

OCTOBER 19, 2015

You might not remember, but back then, in 2011, the company decided to go green. We can’t be a society that’s based on consuming and discarding endlessly. On the contrary, in 2012 (a year after Patagonia began appealing to consumers to buy less) sales increased almost one-third , to $543 million ! Like, for example, Coke.

Marketing 75

Marketing 2011 Advertising 2012 75

ShepHyken

MARCH 31, 2018

The 1979 study by the Technical Assistance Research Program , commissioned by the White House Office of Consumer Affairs, found that a complaining customer might tell 8-12 people about a negative experience they had with a business. SocialSprout’s research claims that 89% of social media messages from brands go ignored. Social Proof.

Social Media 87

Social Media Customer Service Marketing Airlines 87

ProProfs Chat

JULY 30, 2021

Be it a small or a big business, good brand perception is the common business goal. The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you?

Brands 111

Brands Net Promoter Score Social Media E Commerce 111

SmartKarrot

SEPTEMBER 3, 2021

But you also want your former users to consume it and engage with its offerings. Retention marketing is so effective that SEMRush states that a loyal customer usually spends 67 percent in their 31st-36th month on a brand rather than in the first six months of use. Leverage customer loyalty programs. How do you make that happen?

Marketing 10

Marketing Loyalty Programs Banking Customer Retention 10

Grade.us

JANUARY 14, 2020

So why aren’t more brands using recommendations? At this point, most local brands use recommendations accidentally – their customers take the initiative and post a positive (or negative) recommendation on their own. It’s a consumer-driven phenomenon that should be brand-driven. Because of virality.

Social Media 51

Social Media Advertising 2011 Brands 51

Service Untitled

SEPTEMBER 17, 2010

What Brookes is doing isn’t new, but he seems to be taking a more methodical approach and expects a five to ten percent growth for 2011 notwithstanding of course interest rates, unemployment, and the value of the Aussie dollar. Also, customers complained most items were more expensive than other competing stores.

Poor Customer Service 42

Poor Customer Service Blog Customer Service 2010 42

SurveySensum

JULY 14, 2020

It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!

2020 132

2020 Customer Experience Magazine Consulting 132

BirdEye

APRIL 24, 2023

It evens the playing field and allows you to compete with bigger brands. Goals: Inbound marketing aims to establish long-term relationships and brand loyalty. And, digital marketing targets a wider range of objectives such as brand awareness, lead acquisition, and conversions. It’s measurable.

Marketing 93

Marketing Social Media B2C Advertising 93

delighted

MAY 20, 2022

Startups are entering a new economic reality where funding rounds are more challenging to secure and consumer spending is rocked by the continued crises of the war in Ukraine, domestic inflation, and a pandemic now well into its third year. Post contribution by Caleb Elston, CEO and Co-founder of Delighted.

2022 90

2022 Customer Experience Net Promoter Score 2011 90

SurveySparrow

APRIL 8, 2021

Just like consumers, market research is a crucial part of businesses. However, in 2011 Microsoft’s Zune was discontinued despite investing millions in it. The omnibus survey is one such method that helps you get rich insights into your business industry, consumers, and market in the most convenient way.

Marketing 52

Marketing Definition 2006 Brands 52

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Barry Dalton.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Barry Dalton.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Comm100

NOVEMBER 13, 2022

The state of customer service is always changing, and brands must keep up. While offering just phone or email support was once accepted, consumers today expect far more. Today’s consumers are no longer satisfied with organizations offering just one or two customer service channels. The best omnichannel customer service.

Omnichannel 88

Omnichannel Customer Service Social Media Healthcare 88

Comm100

NOVEMBER 13, 2022

Today’s customers look for fast, convenient, and personalized support that allows them to connect with brands how, where, and when they want. One survey found that 90% of consumers now rate an immediate response as either “important” or “very important” when they need a customer service question answered. . Learn more. Improve AX .

Customer Service 75

Customer Service Omnichannel Social Media 2021 75

Chattermill

SEPTEMBER 3, 2019

Dollar Shave Club was one of the first direct-to-consumer subscription boxes to enter the scene in 2011. With their affordable and convenient deliveries of razors coupled with a sleek yet playful brand, it is unsurprising they quickly scored over 3.9 But one company in particular continues to stay ahead of the curve.

Customer Experience 40

Customer Experience 2011 Fashion Insights 40

Chattermill

SEPTEMBER 3, 2019

Dollar Shave Club was one of the first direct-to-consumer subscription boxes to enter the scene in 2011. With their affordable and convenient deliveries of razors coupled with a sleek yet playful brand, it is unsurprising they quickly scored over 3.9 But one company in particular continues to stay ahead of the curve.

Customer Experience 40

Customer Experience 2011 Fashion Insights 40

ReviewTrackers

FEBRUARY 14, 2019

Consumers today go online to “do their homework” when shopping for — well, literally anything. It can be dinner at a nearby restaurant, an executive suite in a hotel out of town, a fancy new dress or a brand new car… whatever. Maintain a positive online reputation and brand image. The Rise of Patient Feedback.

Feedback 62

Feedback Healthcare Social Media Hospitality 62

Eptica

JUNE 14, 2017

The combination of being easy to use and very public forums mean that consumers quickly understood the power it gave them to interact with brands, with the aim of getting fast, accurate responses to queries and having their problems solved. According to Twitter, over 4.5 This leads to inconsistency and inefficiencies.

Social Media 48

Social Media Customer Service 2017 2011 48

Qualtrics

NOVEMBER 21, 2019

Peloton members are its biggest brand advocates. From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX.’. Patrizio Spagnoletto, Hulu // SVP, Marketing + Head of Brand. And it works. Hulu is huge.

2020 22

2020 Retail Entertainment Leadership 22

CSM Magazine

MARCH 7, 2016

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. Overall, across email, the web and Twitter, brands were only able to correctly answer 51% of questions that were put to them.

Social Media 40

Social Media Customer Service 2015 Entertainment 40

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. 2) Make the case : Winning brands win the hearts of their customers. They make them feel valued, inspire their loyalty, and earn their business. Clarabridge.

2015 97

2015 Multi-Channel 2014 CEM 97

PeopleMetrics

JANUARY 28, 2021

I joined PeopleMetrics in 2011, so I'll hit the 10 years milestone at PeopleMetrics very soon and I'm really happy about it. Ripal, you joined right around 2011. It suddenly put words to experiences that I have been having my whole life and continue to have as a consumer that I didn't. Ripal Patel: Hi, my name is Ripal Patel.

2001 62

2001 2012 Feedback Books 62

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Multi-Channel 52

Grade.us

JUNE 2, 2020

When you’ve invested in review management, on the one hand, you’re deciding to proactively generate reviews from your customers to drive loyalty, celebrate your happiest evangelists, and create valuable user generated marketing materials. Brand and account-level reporting. Founded in 2013 by Jon Hall, Grade.us on the list?

2020 47

2020 Management Net Promoter Score Multi-Channel 47