Customer Bliss

OCTOBER 3, 2019

She joined Citi in 2002 and held a number of portfolio management, marketing, and customer engagement positions. Leslie helped guide the company and clients through the economic downturn and a period of regulatory changes before accepting her current role in 2011.

Culture 147

Culture Customer Experience 2002 Retail 147

Experience Investigators by 360Connext

MARCH 30, 2021

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? Tumblr let people know about service interruptions with their much-memed TumblBeasts.

2011 251

2011 Customer Journey Mapping 2012 Interaction 251

Totango

JANUARY 22, 2018

VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries.

2018 78

2018 Customer Success 2011 Lifetime Customer 78

Experience Investigators by 360Connext

JUNE 9, 2015

Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. To demonstrate how the experience has grown in importance, that number was 34% back in 2011. The ultimate goal is to win customers and maximize their lifetime value.

Customer Experience 292

Customer Experience Net Promoter Score Hotels 2011 292

CSM Magazine

OCTOBER 1, 2020

Stone served as CFO for marquee Amazon operations during key periods of growth, including Amazon devices and digital content from 2010 to 2011 and Amazon Web Services from 2012 to 2015. ASAPP delivers AI innovations that exponentially increase the operational performance of customer experience teams for leading consumer companies.

2011 52

2011 2012 2010 Financial 52

Experience Investigators by 360Connext

MAY 20, 2015

In fact, customer complaints via social networks has nearly doubled from 19% to 35% since 2011. These customers will feel anger whenever they see your brand represented and show that anger to the world. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Michelli Experience

MARCH 15, 2017

My water fascination dates back to at least 2011 when I wrote the following…. 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? Not just any water…A very special water – the kind you find in a bottle. bottled water is truly a phenomenon of our time.

2011 92

2011 2006 2015 2016 92

Totango

JANUARY 22, 2018

VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries.

2018 48

2018 Customer Success 2011 Lifetime Customer 48

PeopleMetrics

JANUARY 28, 2016

If you find yourself curling up in a ball again, consider getting help from a customer engagement company. We have industry knowledge, benchmarks, and smart people focused on making the most of your customer feedback. Customer engagement companies can turn your big data into a clear plan. Elbow nudge.

Feedback 83

Feedback 2011 Customer Centricity Insights 83

ClearAction

OCTOBER 16, 2019

In response to a McKinsey article, We’re All Marketers Now , a blogger observed: “This new era of engaging customers is requiring commitment from the entire company and how that means the marketing organization must be redefined and adapted.” 4 The Importance of Creating & Keeping Customers , Financial Times, 2011.

ROI 59

ROI Customer Experience 2011 Customer Centricity 59

Steve DiGioia

NOVEMBER 7, 2016

Well, have you ever tried to be your own customer? According to an American Express 2011 Survey, 3 in 5 Americans (59%) would try a new brand or company for a better service experience. In other words: Customer loyalty goes out the window when the service and experience is poor.

2011 92

2011 Measurement Customer Centricity Customers 92

Bold360

NOVEMBER 25, 2019

It’s all eroding agent morale when they’re unable to meet customer expectations. Lisa’s Take: When Lisa started at LogMeIn in 2011, the call center was much smaller. She’s seen exponential growth, not only in LogMeIn’s products, but also in what customers already know when they reach out.

2011 40

2011 Call Center Customer Satisfaction Engagement 40

CSM Magazine

AUGUST 12, 2020

Intercom is a Conversational Relationship Platform (CRP) that helps businesses build better customer relationships through personalized, messenger-based experiences. 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 2018 Customer Journey 52

Beyond Philosophy

NOVEMBER 10, 2014

In the United Kingdom, the NCSI portfolio earned a return of 59 percent from April 2007 to June 2011, and the FTSE 100 had a negative return of 6 percent.” In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

CSM Magazine

JULY 2, 2020

Intercom is a Conversational Relationship Platform (CRP) that helps businesses build better customer relationships through personalized, messenger-based experiences. 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

Customer Interactions

JULY 7, 2015

The project just about to close was kicked off in Q4 of 2011 with a customer that has been using NICE Fizzback for around 18 months. Their Customer Experience performance had started to plateau and they required some re-energising.

Net Promoter Score 28

Net Promoter Score 2011 Customer Engagement Engagement 28

CSM Magazine

NOVEMBER 11, 2020

Intercom is a Conversational Relationship Platform (CRP) that helps businesses build better customer relationships through personalized, messenger-based experiences. 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.

2021 52

2021 B2C 2011 B2B 52

Beyond Philosophy

NOVEMBER 4, 2014

29 July 2011. . < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 19 August 2014. < < [link].

CEM 113

CEM 2014 2011 2010 113

Gainsight

OCTOBER 23, 2019

Experimenting with different category labels, I settled on eight labels that were inclusive of all the tools on my list: Customer Success Platforms. Activity/Engagement Monitoring. Communication/Customer Engagement. Guess how many tools were on the market map in 2011, the first year it was produced?

Customer Success 60

Customer Success 2019 2011 2009 60

Eptica

MARCH 18, 2016

Therefore, you’d expect customer service to be continually improving, but the 2016 Eptica Retail Multichannel Customer Experience Study found that this isn’t the case. The performance of many companies and channels remains static, while in other areas it is deteriorating , rather than improving. Share this page on: Tweet.

Retail 49

Retail E Commerce Customer Service Entertainment 49

Avaya

OCTOBER 31, 2016

In a 2011 webinar, Gartner Research Vice President Laura McLellan boldly said that by 2017, the CMO would spend more on IT than the CIO. That’s a lot of data, and it all drives the customer communications experience that the CMO is responsible for. Now that we’re just shy of 2017 (how time flies!)

Technology 74

Technology Marketing 2017 Social Media 74

West Monroe

JULY 24, 2017

Sources: Kosinski et al 2013, Chittaranjan et al 2011, Epp at al 2011. Only then should you look for and access third-party data that will help you drive powerful customer engagement and achieve other success metrics. Analyzing Facebook likes, phone data, and typing patterns.

Marketing 51

Marketing 2011 Advertising Seminar 51

Retently

AUGUST 15, 2018

The beauty brand Glossier’s gTeam is an exceptional customer service example in this case. Team members are responsible for responding to customers, engaging with them, and following up after certain purchases – and it’s really doing wonders for their brand’s image.

Customer Service 106

Customer Service Social Media Exceptional Customer Service Hotels 106

Avaya

NOVEMBER 8, 2017

Consider that only 14% of customers worldwide feel “extremely confident” in the banking industry , yet bank reliance remains strong. So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014.

Banking 40

Banking Multi-Channel Financial 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. Are there any particular lessons you care to share?

Loyalty 40

Loyalty Marketing Loyalty Programs 2011 40

LiveChat

OCTOBER 19, 2015

You might not remember, but back then, in 2011, the company decided to go green. All those donation-with-purchase actions we can see on every corner. All these companies shouting: “pick me, pick me, I donate to charity! Like, for example, Coke. The cause they have chosen was painfully obvious. One would say that the cause was noble.

Marketing 75

Marketing 2011 Advertising 2012 75

delighted

APRIL 19, 2019

Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty. Transactional CES surveys.

Measurement 58

Measurement Customer Experience NPS Touchpoint 58

Smith+co CX

JANUARY 30, 2018

I exaggerate of course, there are innovative brands like Amazon, MetroBank, Lush, Lego, CitizenM and many others that do ‘get’ customer experience and the need to take bold decisions to differentiate their offers.

2002 28

2002 2018 2017 2011 28

Customer Alignment

AUGUST 15, 2017

According to KPMG Nunwood some of the more customer centric organisations are anticipating likely issues and developing seamless and joined up omnichannel customer experience solutions before they happen. Since 2011, Delta has taken a smart way to overcoming the customers pain point of overbooked flights.

Airlines 40

Airlines Customer Experience Travel Social Media 40

delighted

APRIL 19, 2019

Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty. Transactional CES surveys.

Measurement 40

Measurement Customer Experience NPS Touchpoint 40

C3Centricity

OCTOBER 26, 2014

You will also be excited by the unique methodology we use to understand the meaning your customers take away from your ads. This post is based on a much shorter one that was first published on C³Centricity in September 2011. The post For Greater Customer Satisfaction, Should Marketers Answer Their Needs or Desires?

Customer Satisfaction 48

Customer Satisfaction Marketing Advertising 2011 48

C3Centricity

OCTOBER 26, 2014

You will also be excited by the unique methodology we use to understand the meaning your customers take away from your ads. This post is based on a much shorter one that was first published on C³Centricity in September 2011. The post For Greater Customer Satisfaction, Should Marketers Answer Their Needs or Desires?

Customer Satisfaction 48

Customer Satisfaction Marketing Advertising 2011 48

C3Centricity

OCTOBER 26, 2014

You will also be excited by the unique methodology we use to understand the meaning your customers take away from your ads. This post is based on a much shorter one that was first published on C³Centricity in September 2011. The post For Greater Customer Satisfaction, Should Marketers Answer Their Needs or Desires?

Customer Satisfaction 48

Customer Satisfaction Marketing Advertising 2011 48

SmartKarrot

MAY 26, 2020

In the year 2011, a resounding statement, ‘software is eating the world’ was predicted by Marc Andreessen. The field of XaaS is all about customer engagement. It can seamlessly acclimatize on-demand to accommodate a huge volume of traffic as well. This is how the hosting environment gave birth to ‘as-a-service’ models.

Transportation 10

Transportation 2005 2011 B2B 10

inQuba

SEPTEMBER 6, 2022

Gartner , in their report ‘2022 Gartner CEO and Senior Business Executive Survey’*, has reported that ‘ Customer Acquisition, Retention and Engagement’ are the top (18% selection) combined focus area for CEOs and executive teams in 2022. To give you a sense, that has increased from 10% in 2011. The result?

Customer Journey 52

Customer Journey Management 2022 2011 52

SmartKarrot

JANUARY 18, 2022

The real-time data provided by VTION provides valuable insights that help marketers and advertisers understand customer behaviors. Found by Girish Mathrubootham and Shan Krishnasam in 2010, Freshworks specializes in providing SaaS customer engagement solutions to businesses of all sizes. Freshworks.

2011 11

2011 E Commerce E-support 2008 11

Comm100

NOVEMBER 13, 2022

(More on the benefits of omnichannel customer service in Chapter 2). Meet your customers’ CX expectations with Comm100 Omnichannel – the AI-powered, secure omnichannel customer engagement platform. When discussing what is omnichannel customer service , it’s vital to distinguish its differences to multichannel support.

Omnichannel 88

Omnichannel Customer Service Social Media Healthcare 88