ShepHyken

MARCH 18, 2024

Connect with Shep on LinkedIn. My Comment: Last week, Freshworks shared an article from an interview we did earlier this year. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

2024 79

2024 Article Customer Service Government 79

CSM Magazine

JANUARY 23, 2023

The figure comes from research undertaken by business process outsourcing firm Sigma Connected , and digital collections and recoveries experts Arum, with the partnership surveying 50 UK companies about their use of human interaction and digital channels when engaging with customers. Click here to view the webinar!

Interaction 52

Interaction Multi-Channel 2011 Webinar 52

Inbenta

AUGUST 11, 2022

Commenting on Inbenta’s inclusion in the report, Jordi Torras, CEO of Inbenta, said: “A company’s success is largely based on its ability to connect with customers and employees. In a fully digital world, human and emotional connections have become essential to growing customer bases and increasing brand loyalty. About Inbenta.

2011 64

2011 2022 Travel Loyalty 64

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. Now the question becomes what should Wells Fargo do next?

2011 141

2011 Banking 2016 Financial 141

Experience Investigators by 360Connext

MARCH 30, 2021

If we don’t think about these micromoments as emotional connections, these are the types of things that can happen. In 2011, Tumblr began displaying messages like this one with their servers went down. So why not embrace the fact that we’re all in this together and you don’t have to ruin somebody’s day?

2011 251

2011 Customer Journey Mapping 2012 Interaction 251

Experience Investigators by 360Connext

MAY 27, 2015

She is the author of Everybody Writes: Your Go-To Guide to Creating Ridiculously Good Content and co-author of the best-selling Content Rules: How to Create Killer Blogs, Podcasts, Videos, Ebooks, Webinars (and More) That Engage Customers and Ignite Your Business (Wiley 2011). Want a full workup on her?

Customer Experience 272

Customer Experience 2011 Books Customer Journey 272

ShepHyken

MAY 3, 2019

Similarly, as far back as 2011, RightNow’s 2011 Customer Experience Impact Report found that 55 percent of consumers said that easy access to support and information can make them fall in love with a brand. 74 percent said they will do repeat business with a company if their experience is easy.

Blog 114

Blog 2011 Loyalty Definition 114

ShepHyken

SEPTEMBER 10, 2021

Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). Expectation: Customers expect connected journeys with consistent interactions. Use cross-channel marketing to deliver connected brand experiences.? . Reality: Customer Service generally feels like sales. .

Customer Experience 98

Customer Experience Advertising Customer Expectations 2011 98

Experience Investigators by 360Connext

JANUARY 7, 2015

And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

BirdEye

AUGUST 26, 2022

Cars.com is a digital marketplace that connects car shoppers with sellers. In 2011, Cars.com launched reviews to generate customer feedback and better serve car shoppers. Cargurus.com is an online automotive marketplace that connects buyers and sellers with new and used cars. They can also write their own reviews. DealerRater.

Automotive 98

Automotive 2022 2011 Advertising 98

Oracle

MARCH 7, 2019

I often remind people the acronym “CX” was little-known until Bruce Temkin and Jeanne Bliss co-founded the Customer Experience Professionals Association in 2011. Today, there’s a rise in prominence and significance of the Employee Experience, or “EX”, and its integral connection to CX. CX: The Present.

2011 103

2011 E-support 2019 Customer Centricity 103

NICE inContact

JUNE 20, 2018

The company says that CXone Personal Connection, in particular, has been a real game-changer and in many ways, has revolutionized Hoveround’s contact center. Selecting NICE inContact CXone turned out to be much more than an affordable, practical decision.

Customer Service 66

Customer Service Contact Center 2011 Connections 66

Talkdesk

AUGUST 25, 2020

Listening to customers is about connecting with them. In 2011, I didn’t set out to create a contact center solution that scales with a broad range of capabilities and innovative support services. It means understanding what is important to them, in their own words. Even the times we failed helped us create the company we are today.

Leadership 69

Leadership 2011 Contact Center Innovation 69

Magellan Solutions

MAY 3, 2022

Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. With operations in over 150 locations , this telecommunications and media company provides wireless network services, internet connectivity, published directory information, and data services. Financial Institutions.

Call Center 81

Call Center Telecommunications Banking Financial 81

Experience Investigators by 360Connext

MAY 20, 2015

In fact, customer complaints via social networks has nearly doubled from 19% to 35% since 2011. What can we do to help our employees understand their connection to the customer? They will carry those emotions with them as they tell their spouses about how YOUR BUSINESS ruined their days. Don’t believe me?

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Customer Enthusiast

OCTOBER 26, 2018

Purpose) Use the power of connection to make the world a better place. Comcast employees’ daily job responsibilities must be connected to an enduring set of organizational values and purpose. In reviewing my notes, I was able to find answers to each of the questions: Q1. Aspirational goal) Make customer experience our best product.

Customer Experience 90

Customer Experience Net Promoter Score 2011 Culture 90

SurveyGizmo

MAY 18, 2022

Since 2011, KKR has awarded billions of dollars of total equity value to over 45,000 non-management employees across more than 25 companies. Media Contacts: For Alchemer: Sherri Walkenhorst Connect Marketing (801) 373-7888 sherriw@connectmarketing.com. For additional information about KKR & Co.

Insurance 52

Insurance 2006 2011 Financial 52

CSM Magazine

AUGUST 12, 2020

Conversational support addresses these challenges and helps businesses quickly adapt to the changes from COVID-19, so they can help and connect with customers in a personal, human, efficient and scalable way. Find our more about Intercom’s Conversational Relationship Platform here.

2011 52

2011 Poor Customer Service 2018 Customer Journey 52

Customer Bliss

APRIL 24, 2018

When Amanda took on her role as general manager of c ustomer & partner experience in 2011, it was important to her that she understood how she would fit in with the culture of the organization and with leaders. Forming these connections also allowed her to be an internal advocate for her global partners.

Chief Customer Officer 129

Chief Customer Officer Management 2011 Call Center 129

Beyond Philosophy

JULY 9, 2015

Women said they felt strongly connected or somewhat agreed with the following causes: 63% to increase access to clean water; men were at 56%. This percentage represented an increase of 10% over the previous three years (45% global average in 2011). 57% to eradicating world hunger; men were at 50%.

Brands 109

Brands Net Promoter Score 2011 2014 109

Playvox

SEPTEMBER 1, 2021

Businesses need to be proactive rather than reactive and provide customers better options to connect and engage via customer service channels. Gen Z, the newest cohort to engage with customer service channels, grew up with lightning-fast internet connections and expectations of equally fast responses from brands they use.

Customer Service 68

Customer Service Contact Center Virtual Agent Competitive Advantage 68

CSM Magazine

JULY 2, 2020

While many businesses are already doing parts of the Conversational Support Funnel, the framework connects these three pieces together for the first time. The company was founded in 2011 in San Francisco by Eoghan McCabe, Des Traynor, Ciaran Lee and David Barrett, with the mission to make internet business personal.

2011 52

2011 Poor Customer Service Customer Journey 2018 52

Avaya

NOVEMBER 2, 2016

Avaya’s Net Promoter Score (NPS) has risen to an outstanding 58—up nearly 40 points since 2011—reflecting our increasing customer satisfaction and loyalty. The post Giving Avaya Channel Partners the Edge for Success appeared first on Avaya Connected Blog. This extra attention has garnered amazing results.

Net Promoter Score 62

Net Promoter Score 2011 Customer Satisfaction NPS 62

Avaya

OCTOBER 10, 2016

In 2011, we prioritized speed to market over ensuring quality, resulting in an NPS in the low 20s. I joined Avaya in November 2011 to address this untenable situation. The post How Businesses Can Improve Product Quality & Raise Net Promoter Scores appeared first on Avaya Connected Blog. Raising an NPS isn’t easy.

Net Promoter Score 78

Net Promoter Score NPS 2011 Roadmap 78

Bill Quiseng

MAY 8, 2017

He examines the evolution of how organizations connect with their customers and how smaller and midsized businesses are finding ways to compete for customers with larger players in their space through the 4 C’s of customer information. This week’s post is from Swiftpage CEO John Oechsle. Swiftpage is the owner of Act! ,

2006 98

2006 2009 2017 2011 98

Russel Lolacher

DECEMBER 20, 2021

Between TranBC (safety and education) and DriveBC (travel information), and various web applications and customer-centric content, all operating daily, we’ve been connecting with our audience enough to have a good sense of what is expected of us from the public, and what works and what doesn’t. Speaking of…).

Customer Care 98

Customer Care Transportation Social Media Government 98

CSM Magazine

JUNE 4, 2020

9-digit connection code: every end-user will get a unique 9-digit code that can be shared with support staff for secure and easy connection. As a pioneer in mobile device management with AirDroid being its flagship product since 2011, Sand Studio is dedicated to creating innovative solutions specifically for Android device management.

Customer Service 52

Customer Service 2011 Download Customer Satisfaction 52

Experience Matters

MAY 6, 2015

Jeanne Bliss joined us as one of the founding leaders, and together we launched the CXPA in April 2011. We’ve worked hard to create an environment and build programs where passionate CX professionals can connect with and help other passionate CX professionals. It’s awesome!

2011 102

2011 2010 Customer Experience Professionals Government 102

Brandwatch CX

MARCH 7, 2023

million blog posts are published every month A 2011 study by AOL/Nielsen showed that 27 million pieces of content were shared every day, and today 3.2 Facebook Messenger and Whatsapp handle 60 billion messages a day User numbers 4Chan: 27.7 billion users Weibo: 600 million users WhatsApp: 900 million users Youtube: 1.5

Social Media 98

Social Media 2014 Advertising 2017 98

Quadient

DECEMBER 16, 2021

This executive order expands upon previous executive orders issued in 1993, 2011, 2015 and 2021 seeking to improve government customer/constituent experience. brings best practices from several leading state government implementations by requiring connectivity across multiple agencies. Let’s take a look at the E.O.

Government 52

Government Customer Experience Multi-Channel Document 52

Customer Bliss

APRIL 26, 2016

Connect With Margie. 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. Prior to her appointment to Chief Customer Officer, Margie spent 13 years as Chief Financial Officer of Personal Insurance at Liberty Mutual.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Amity

MARCH 15, 2017

Looking at the effect that the 2011 Amazon Cloud Outage had on Netflix, HubSpot put together this helpful 7-step playbook for using social media for crisis communication and management. The Exact Email Scripts I Use to Connect With VIP’s. • Lessons in Crisis Communication from the Amazon Cloud Outage.

Social Media 52

Social Media 2011 Customer Success User Experience 52

Ecrion

APRIL 22, 2019

Investments have grown by leaps and bounds — whereas $140 million was invested annually in 2011, investment climbed to $270 million in 2013, and $2.7 2 For example, some insurance companies already have devices you can connect to your car that monitors how you drive. This is why most insurance companies are investing in insurTech.

Insurance 40

Insurance 2011 2013 2015 40

Clarivate

AUGUST 16, 2022

Over the past decade, trademark filings have increased globally from fewer than four million filed in 2011 to over 13 million filed in 2021. Leveraging a wider range of connected data, IP professionals can also provide insights into commercial risk in addition to legal and brand risk.

Brands 52

Brands 2011 2021 2020 52

Service Untitled

FEBRUARY 6, 2013

Where automated email queue is certainly more financially efficient than a room full of customer service agents, the loss of the “personal touch” can have devastating effects when our customers no longer feel connected or appreciated. Understand the product or service and has a thorough working knowledge of the components.

Customer Service 83

Customer Service 2005 Social Media 2011 83

Magellan Solutions

MAY 6, 2020

Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. With operations in over 150 locations , this telecommunications and media company provides wireless network services, internet connectivity, published directory information, and data services. Financial Institutions.

Call Center 52

Call Center Telecommunications Banking Financial 52

Kristina Evey

NOVEMBER 13, 2014

– American Express, 2011. You need to work with your teams to engage, connect, and work with customers in a way that impresses and delights them. A 2% increase in customer retention has as much of an impact on your bottom line as cutting costs by 10%. – McKinsey. Okay, enough with the numbers. You get the point.

Customer Service 63

Customer Service 2011 Poor Customer Service Customer Service Training 63