Totango

JANUARY 22, 2018

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. Prior to joining Google in 2011, Dante has held several roles in higher education, consulting, and in software development.

2018 77

2018 Customer Success 2011 Lifetime Customer 77

Experience Investigators by 360Connext

MAY 20, 2015

In fact, customer complaints via social networks has nearly doubled from 19% to 35% since 2011. They are the ones who are willing to invest in long-term loyalty for even longer-term business success. Their leadership team is made up of people who are working together and leaving egos at the door. Don’t believe me?

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

ShepHyken

MARCH 21, 2017

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service. We left the transactional economy years ago.

Workshop 81

Workshop 2011 2012 Leadership 81

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 160

Consumers 2012 2011 2010 160

Totango

JANUARY 22, 2018

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. Prior to joining Google in 2011, Dante has held several roles in higher education, consulting, and in software development.

2018 48

2018 Customer Success 2011 Lifetime Customer 48

Daniel Group

FEBRUARY 5, 2021

Butler’s a client of ours since 2011. It’s starting to be ingrained more in our culture, our leadership buy-in. Jodi Phillips (05:25): So again, I think it goes back to our leadership and our organization, with that stronger focus on that healthy side of our business. Lynn Daniel (01:11): Okay, great.

Leadership 111

Leadership 2011 Communication Culture 111

eglobalis

OCTOBER 1, 2017

Founded in 2011, the CXPA is the premier global non-profit international organization dedicated to the advancement and cultivation of the Customer Experience profession. Our Local Leadership Team in Germany, Switzerland and Austria. Then we can start our initial get-togethers and organize it easily. Get involved!

Customer Experience Professionals 61

Customer Experience Professionals CEM Customer Experience 2011 61

Customer Bliss

MAY 3, 2017

He is a sought-after speaker and advisor to corporate leadership teams around the world. His first book, The Challenger Sale: Taking Control of the Customer Conversation (Penguin, November 2011), was a #1 Amazon as well as Wall Street Journal bestseller, selling more than half a million copies worldwide. Matt holds a Ph.D.

Customer Service 134

Customer Service 2013 Contact Center 2011 134

Customer Bliss

APRIL 26, 2016

The team ensures that customer-facing employees are empowered and equipped with the tools, training, processes, and support they need to consistently deliver an outstanding customer experience — creating loyalty and driving growth in the process. I call that One-Company Leadership.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Beyond Philosophy

JULY 9, 2015

My regular readers know that how your Customers feel about your experience is a big part (over 50% based on our research) of how they feel about your brand and their loyalty to it. This percentage represented an increase of 10% over the previous three years (45% global average in 2011). My angle is typically about Customer Experience.

Brands 109

Brands Net Promoter Score 2011 2014 109

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. If you’re a senior leader who is struggling to raise customer loyalty and boost your company’s bottom line, it’s never too late to turn things around.

Net Promoter Score 78

Net Promoter Score NPS 2011 Roadmap 78

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

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. Another area where Avaya and our channel partners have combined efforts is through our persistent focus on customer satisfaction. This extra attention has garnered amazing results.

Net Promoter Score 62

Net Promoter Score 2011 Customer Satisfaction NPS 62

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

Natalie Petouhof

SEPTEMBER 1, 2016

Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. ii] “Red Cross Does PR Disaster Recovery on Rogue Tweet”, Todd Wasserman, Mashable, February 16, 2011, [link]. Customer care extends far beyond the traditional call center.

ROI 45

ROI Social Media Airlines Customer Service 45

Smith+co CX

JANUARY 30, 2018

And no wonder; it is because leadership teams are becoming increasingly obsessed with quick wins and superficial solutions rather than the honest work of deciding where to invest in order to create real value for customers. What impact is it likely to have on crew morale? What Long Term Looks Like. 2018 and You.

2002 28

2002 2018 2017 2011 28

Smith+co CX

JUNE 26, 2017

This is a mere blip because under Walsh’s tenure IAG has seen profits rise from €503m in 2011 to €2.5bn in 2016 and investors have seen the share price climb by 120% in four years. If I still owned BA stock, I would be selling it because any brand that loses both the loyalty of its customers and its employees can only go in one direction.

Airlines 28

Airlines 2011 2016 Brands 28

Kustomer

SEPTEMBER 3, 2020

And then from there you can create the strategy and the fundamental best practices and the change management techniques…Why does our customer do business with us, and how can we increase their loyalty and work backwards from there? It’s about customer loyalty. Yeah, I mean, it’s hard to put a pin on that.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

Service Untitled

SEPTEMBER 8, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Employee engagement is a force behind success Cheryl September 08, 2010 Behind the Scenes , Employees , Hiring & Training 2 Comments Employee engagement is the motivation, commitment, and loyalty of people working in order to further an organization’s interest.

Blog 46

Blog Engagement 2010 2006 46

ijgolding

DECEMBER 14, 2017

However, it was not until 2011, with the creation of the Customer Experience Professionals Association (CXPA), that the role became officially recognised as a profession. Please note the last sentence – it is this reference to the phrase that I want you to think about.

Customer Experience 65

Customer Experience 2018 2017 Customer Experience Professionals 65

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

Customer Service 52

Customer Service Customer Experience Magazine Books 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

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. The Standard Net Promoter Score Question [an 11-point scale question].

Net Promoter Score 52

Net Promoter Score NPS B2B Metrics 52

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. Leadership - it's really important to start there - has to believe that the customer experience is important. Sean's right - you need to start with leadership buy-in.

2001 62

2001 2012 Feedback Books 62

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.”. Her specialisms are in building brand equity and loyalty in XM – which she describes as a “critical discipline.”.

2020 22

2020 Retail Entertainment Leadership 22

Michelli Experience

DECEMBER 27, 2017

Irrespective of all the store closings that took place in 2017, US retailers had the highest sales since 2011. For example, one need look no further than early numbers from the 2017 Christmas shopping season. Year-over-year numbers are up 4.9%. Yes, Virginia, there is retail in America, and it is not on the verge of collapse.

Retail 55

Retail 2011 2017 2016 55

Experience Matters

APRIL 7, 2015

They make them feel valued, inspire their loyalty, and earn their business. It empowers customer champions, informs successful marketing activities, drives process and product improvements, and ultimately improves customer loyalty and the bottom line. The result: happy, loyal customers. For more information, visit www.clarabridge.com.

2015 97

2015 Multi-Channel 2014 CEM 97

Michelli Experience

DECEMBER 27, 2017

Irrespective of all the store closings that took place in 2017, US retailers had the highest sales since 2011. For example, one need look no further than early numbers from the 2017 Christmas shopping season. Year-over-year numbers are up 4.9%. Yes, Virginia, there is retail in America, and it is not on the verge of collapse.

Retail 40

Retail 2011 2017 2016 40

Beyond Philosophy

FEBRUARY 1, 2021

The year the company put that ad (2011), revenue grew by about 30% and a further 75% between 2013 and 2018. Kaepernick has had a contract with the company since 2011, but it was on the verge of expiration when the company crafted an extension. In fact, their revenue grows every time it amplifies its social mission. .

2021 147

2021 Marketing 2011 Hospitality 147

Qualtrics

JANUARY 23, 2020

Since launching the process in 2011, the company has saved more than 3 billion liters of water. Brand differentiation and loyalty. As with any major program, it’s important to secure buy-in from senior leadership for your new CSR project. Secure executive support.

2025 26

2025 Consumers 2011 Definition 26

Customer Bliss

APRIL 20, 2018

Edwin shares that colleagues told poignant stories about impressive customer experiences that positively affected them and increased their brand loyalty. Edwin and his team worked with a Center for Transformation of Leadership where they had a Mile Marker course: focus on mindfulness, art of inquiry, presence and how you show up to a client.

Competitive Advantage 148

Competitive Advantage Chief Customer Officer 2011 Culture 148