Beyond Philosophy

FEBRUARY 1, 2021

You can see that from the Accenture study and further evidence comes from 5W Public Relations’ 2020 Consumer Culture Report. The year the company put that ad (2011), revenue grew by about 30% and a further 75% between 2013 and 2018. Communication in those times was important. Marriott is another good example.

2021 147

2021 Marketing 2011 Hospitality 147

Customer Bliss

APRIL 26, 2016

Margie’s team, the Customer Advocacy Office, was founded in November 2015 to lead a broad transformation to a customer-centric culture. The team includes 130 professionals responsible for Customer Strategy, Metrics & Insights, Employee Culture, and Operations. I call that One-Company Leadership. ” — Margie.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

ChurnZero

AUGUST 25, 2020

She thrives on helping entrepreneurs tackle challenges like reducing customer churn, creating efficient sales teams , increasing product adoption, and building a positive culture. Godard was named to the Tech 50 list by Crain’s Business Chicago in September 2014 and to the Chicago Entrepreneur Hall of Fame in 2011.

Chief Customer Officer 69

Chief Customer Officer E-support 2011 2012 69

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI.

2020 132

2020 Customer Experience Magazine Consulting 132

Russel Lolacher

SEPTEMBER 20, 2022

As someone challenged by it, she shares what she’s learned, what it feels like and how it shows up and how leadership can better support those with this issue. Culture co-existence of Imposter Syndrome vs unearned confidence. Psychological safety and corporate culture’s role in addressing this issue.

Culture 111

Culture Books Leadership Employee Experience 111

Horizon CX

DECEMBER 27, 2019

His research was then fully published in 2006 in a milestone book titled The Ultimate Question and revised and expanded even further in his follow-up publication in 2011 titled The Ultimate Question 2.0. 58% of leadership teams support, endorse, and champion CX. It complements other CX metrics but is less likely to stand alone.

Net Promoter Score 52

Net Promoter Score NPS B2B Metrics 52

Customer Bliss

MAY 17, 2016

Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. How to make processes and meetings organic and moving towards One-Company Leadership. How Mark was awarded his role. Case Study.

2012 81

2012 Chief Customer Officer 2011 Customer Centricity 81

Amity

AUGUST 5, 2016

I joined Achievers as a CSM in January 2011 and managed a portfolio of accounts across all industries (one of the nicest things about our solution is that it’s industry-agnostic -- all employees from all industries want to feel appreciated). " What does the culture of Customer Success look like at Achievers?

Customer Success 91

Customer Success Culture Customers 2011 91

Storyminers

JULY 6, 2020

The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Bill Quiseng. Bruce Temkin. Dan Gingiss. Jeanne Bliss.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Bill Quiseng. Bruce Temkin. Dan Gingiss. Jeanne Bliss.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Amity

JANUARY 11, 2018

Founded in 2011, with offices in Edmonton and Toronto, Jobber Software has helped thousands of home service businesses be more successful. We sat down with her to talk all things Customer Success and found out how she maintained a strong culture of empathy at scale. At Jobber, we really care about culture.

Customer Success 94

Customer Success Culture Customers 2011 94

Service Untitled

AUGUST 27, 2012

Every employee should be trained in customer service; monitored and evaluated with the ultimate purpose of improving student achievement, school culture, and in the positive development of teaching and learning relationships. Classroom teachers should have comprehensive management plans to increase communications with parents and students.

Customer Service 61

Customer Service 2011 Hospitality Leadership 61

Help Scout

APRIL 11, 2019

Absence is a great measure of leadership effectiveness. But in hindsight, it’s exactly what I needed to understand my leadership strengths and weaknesses. Role #1 (2011-2015): Talk to customers, build the product, repeat. Role #2 (2015-2017): Build a team; cultivate core values and a culture people want to be part of.

2015 40

2015 2017 2009 2011 40

Currency Alliance

APRIL 23, 2019

The Pick n Pay Smart Shopper loyalty scheme was launched by Steve in 2011 and quickly became the leading loyalty program in the country – in large part because of constant innovation and relevant partnerships with complementary brands. How did the program evolve under your leadership? About Currency Alliance.

Loyalty 40

Loyalty Marketing Loyalty Programs 2011 40

Service Untitled

SEPTEMBER 8, 2010

Senior leadership must motivate employees by nurturing career development, integrity, and dedication. It’s time to give back some of that money and let people know they matter – unless of course a disengaged workforce is in your 2011 goals Kathy Clark said: Sep 09, 10 at 8:58 pm I agree.

Blog 46

Blog Engagement 2010 2006 46

Experience Matters

APRIL 7, 2015

Confirmit’s 5-strong global VoC team not only works directly with customers, but is are utterly committed to furthering the status of our profession and the effectiveness of CX through thought leadership and the development of best practices. It’s the first trait we look for when hiring and it’s ingrained in our company culture.

2015 97

2015 Multi-Channel 2014 CEM 97

SmartKarrot

APRIL 13, 2020

Their belief in the ‘creativity’ of their engineers and the ‘culture’ of their organization proved to be productive in creating multiple products and apps for agents, managers, end customers, and developers. Transforming the design landscape since 2011, Sketch continuously upgrades itself for the newest technical environments.

2020 19

2020 2019 2002 2008 19

C Space

JULY 27, 2020

So we made the decision to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world. 7, 2011, also on ESPN. But the painstaking archival work the cultural institution had been doing over the past several years came to its rescue. The game peaked at 8:30 p.m. EDT with 4.48

2020 52

2020 Brands Transportation Fashion 52

Gainsight

FEBRUARY 13, 2023

While it’s been in business since 2011, it’s fair to say that Zoom really came into its own during the Covid-19 pandemic, between 2019–21, as an easy-to-use go-to way to help keep both business and personal communication alive and well in a brief but deadly era when face-to-face proximity was actively dangerous.

Customer Insights 52

Customer Insights Insights Innovation Customer Success 52

Qualtrics

NOVEMBER 21, 2019

Samantha believes that collaboration is critical to great leadership and even more pivotal to great EX ( employee experience ). We just launched a leadership academy and it’s for everyone – not just a select few.”. Judith has been at the forefront of the culture change movement in technology and entertainment.

2020 22

2020 Retail Entertainment Leadership 22

C3Centricity

AUGUST 12, 2019

Procter & Gamble and Teva Pharmaceutical Industries announced the creation of a joint venture in consumer healthcare in 2011. They now make almost as much money selling geo-localisation data as they do from providing communication services. These are usually based on basic human needs , which cut across cultures.

Innovation 54

Innovation Insights Workshop Healthcare 54

LiveChat

JANUARY 25, 2018

I wrote my undergraduate thesis about Bitcoin and the larger implications of open source finance in 2011. However, even though they (or, let’s say, their customers) needed new support agents desperately, they didn’t want to hire someone who would not fit their company’s culture. Coinbase recruitment process. I was Coinbase’s 30th user.

2011 44

2011 Presentation Definition Events 44

Qualtrics

JANUARY 23, 2020

Since launching the process in 2011, the company has saved more than 3 billion liters of water. The 2015 Cone Communications Millennial CSR Study found that more than 9 in 10 millennials would switch brands to one associated with a cause. For example, using less packaging and less energy can reduce production costs.

2025 26

2025 Consumers 2011 Definition 26