Optimove

NOVEMBER 14, 2019

Optimove has partnered with world-class vendors of marketing, customer communication and operations infrastructure platforms, to provide a true end-to-end solution for highly effective customer marketing. As the B2B division of 888, Dragonfish helps gaming companies optimize the player experience and maximize lifetime customer value.

Multi-Channel 40

Multi-Channel 2008 E Commerce Sports 40

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. An increase in customer engagement.

Customer Journey 52

Customer Journey Management 2022 2011 52

Stella Connect

JUNE 25, 2018

Which internal issues are causing customers to reach out? Misalignment among business teams and broken internal processes can create roadblocks for the customer down the line. Understanding the point at which the customer journey went off the rails can improve First Call Resolution from the inside out. Cross-train agents.

Contact Center 40

Contact Center Metrics Average Handle Time 2011 40

Stella Connect

JUNE 25, 2018

Which internal issues are causing customers to reach out? Misalignment among business teams and broken internal processes can create roadblocks for the customer down the line. Understanding the point at which the customer journey went off the rails can improve First Call Resolution from the inside out. Cross-train agents.

Contact Center 40

Contact Center Metrics Average Handle Time 2011 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 56

Measurement Customer Experience NPS Touchpoint 56

Natalie Petouhof

MAY 25, 2016

Co-founder and CEO Ben Stagg questioned the effectiveness of tornado warning systems after his father was in Joplin, Missouri in 2011, when tornadoes hit the area and killed nearly 160 people. Market-leading and early adopter organizations must account for how IoT initiatives deliver a customer- centric experience.

2011 45

2011 2012 2014 Innovation 45

SurveySparrow

SEPTEMBER 29, 2020

Customer support is the hallmark of a great company. What makes companies successful, though, is not one sale. It is building loyal customers who act as great marketers for your company. Companies need to make sure that they are providing a great customer experience. Peter Shankman (@petershankman) August 18, 2011.

E-support 59

E-support E Commerce Customers Webinar 59

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

Chadwick Martin Bailey

DECEMBER 22, 2015

While Cyber Monday sales were the highest since its debut in 2005, Black Friday sales were at their lowest since 2011. Still, a Cyber Monday dominated by in-app sales may be a few years away—61% of the Black Friday and Cyber Monday online shoppers used a PC to make their purchases.

2005 52

2005 2011 2015 Retail 52

Kustomer

SEPTEMBER 3, 2020

And what happens more often is that the chief– the experience leader is coming in and everybody gets territorial, or a lot of people get territorial, and they end up not getting to have control or meaningful responsibility across the end to end customer journey. Yeah, I mean, it’s hard to put a pin on that.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

JANUARY 18, 2022

Instead of marketing, Zoho invests in R&D and customer service. Found by Manohar Chapalamadugu in 2013, Agile CRM is an Indian SaaS company known for its sales and marketing solutions designed for SMBs. The company aims at providing a single platform for automated marketing, sales, and other services. Paperflite.

2011 11

2011 E Commerce E-support 2008 11

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Amity

FEBRUARY 10, 2017

I was a pre-sales consultant and focused on helping sales land customers. Around 2007, I decided to move into the post-sales world because I wanted to get closer to the product, to the value proposition, and to the customer challenges that can be addressed through software.

Customer Success 80

Customer Success Marketing White Paper Net Promoter Score 80

Amity

JUNE 8, 2016

And yes, most CRM products provide their users with a means to capture activities associated with a sales process, demographic data about the customer, and their purchasing history. Remember how Netflix lost over 800,000 subscribers in a few months when they suddenly raised prices back in 2011?

Customer Relationships 67

Customer Relationships 2011 Customer Journey Mapping B2C 67

Comm100

NOVEMBER 13, 2022

Much like survey data collected directly from customers, site reviews in public spaces on the web like Yelp can allow businesses to see what the public are saying about their experiences. Engagement in these spaces can help to shift public perception, so thanking customers for their feedback and responding to issues is important.

Customer Service 78

Customer Service Omnichannel Social Media 2021 78

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. When she joined in 2014, Justine Burns was Jobber’s first Customer Success hire. Our customers at the time didn’t even realize that software could save them time and money.

Customer Success 94

Customer Success Culture Customers 2011 94

Beyond Philosophy

FEBRUARY 1, 2021

They want to reduce textile waste by encouraging customers to either repair their gear or recycle it. Since 1985, Patagonia has pledged 1% of sales to the preservation and restoration of the natural environment. The year the company put that ad (2011), revenue grew by about 30% and a further 75% between 2013 and 2018.

2021 147

2021 Marketing 2011 Hospitality 147

SmartKarrot

JANUARY 28, 2022

Gong is a call monitoring solution that helps internal sales teams understand and design functioning strategies. Founded in: 2011. Founded in: 2011. The company provides a 360-degree view of the industry, including what and how the competitors do and how customers respond. Founded in: 2011. Founded in: 2015.

2015 10

2015 2011 2006 2010 10