InMoment XI

JANUARY 2, 2013

So, without further ado, here's a look at our top 12 posts of 2012. At year's end, it is nice to take a look back at the top posts on the Allegiance blog as we prepare for the new year ahead.

2012 200

2012 Blog 200

InMoment XI

DECEMBER 19, 2012

So, the Mayans supposedly said that the world is ending on December 21, 2012. Like many of you, I don’t swallow this stuff without a bit of evidence, and I’m delighted to have found a video published by NASA that refutes this. However, as non-alarmist as this video might be, I wonder why they published. View Article

2012 200

2012 Article 200

InMoment XI

DECEMBER 19, 2012

So, the Mayans supposedly said that the world is ending on December 21, 2012. Like many of you, I don’t swallow this stuff without a bit of evidence, and I’m delighted to have found a video published by NASA that refutes this. However, as non-alarmist as this video might be, I wonder why they published. View Article

2012 200

2012 Article 200

InMoment XI

DECEMBER 19, 2012

So, the Mayans supposedly said that the world is ending on December 21, 2012. Like many of you, I don’t swallow this stuff without a bit of evidence, and I’m delighted to have found a video published by NASA that refutes this. However, as non-alarmist as this video might be, I wonder why they published. View Article

2012 200

2012 Article 200

Experience Investigators by 360Connext

OCTOBER 2, 2014

According to the 2012 American Express Global Customer Service Barometer , 75 percent of us say we’ve spent more with a company because of consistent positive customer service experiences. As customers, we are aware when experiences go really well or really not well. We feel valued and provide loyalty in return. Value to organizations.

Customer Experience 297

Customer Experience 2012 2013 2014 297

CloudCherry

SEPTEMBER 1, 2019

Among his noteworthy HBR articles are “Reinventing Customer Service” (November-December 2018), “Kick-Ass Customer Service” (January-February 2017), “Dismantling the Sales Machine” (November 2013), “The End of Solution Sales” (July-August 2012) and “Stop Trying to Delight Your Customers” (July-August 2010).

2013 244

2013 2011 2012 2010 244

InMoment XI

AUGUST 8, 2012

There’s been lots of encouraging talk this week in Traverse City about sales growth in 2012 and beyond with 15 M being bandied about for 2013 and perhaps even a return to 16 M in 2014. There are many factors driving this but one of the main ones is that cars are getting older in. View Article

2012 200

2012 2013 2014 Article 200

InMoment XI

AUGUST 8, 2012

There’s been lots of encouraging talk this week in Traverse City about sales growth in 2012 and beyond with 15 M being bandied about for 2013 and perhaps even a return to 16 M in 2014. There are many factors driving this but one of the main ones is that cars are getting older in. View Article.

2012 200

2012 2013 2014 Article 200

InMoment XI

AUGUST 8, 2012

There’s been lots of encouraging talk this week in Traverse City about sales growth in 2012 and beyond with 15 M being bandied about for 2013 and perhaps even a return to 16 M in 2014. There are many factors driving this but one of the main ones is that cars are getting older in. View Article

2012 200

2012 2013 2014 Article 200

Customers That Stick

MARCH 3, 2020

So, back in 2012, I asked the question: are there common triggers? Each person has their own triggers that set them off, and one of the most important things we can do in customer experience is learn about our customers, what their preferences are, what drives them, and make sure we deliver experiences that avoid their personal triggers.

Customer Service 88

Customer Service Retail 2012 Customer Service Training 88

Beyond Philosophy

MAY 20, 2015

For several years, up through its purchase by Oracle in 2012, RightNow Technologies commissioned a study (conducted by Harris Interactive), where they stated that great customer service (which they labeled as experience) influences downstream purchasing decisions – at least in online retail. and nine other countries.

Consumers 160

Consumers 2012 2011 2010 160

CSM Magazine

MARCH 4, 2022

While the existing IET community had been in place since 2012, poor site structure meant that content was hidden in silos, while the wider user experience clashed with key objectives like knowledge sharing, collaboration and engagement.

Technology 98

Technology 2007 2012 User Experience 98

Perkville

FEBRUARY 22, 2022

In January 2012 the company unveiled YogaWorks Rewards, a loyalty and rewards program powered by Perkville. What follows are the results.

ROI 52

ROI 2012 Rewards Programs Loyalty 52

CSM Magazine

NOVEMBER 3, 2023

since assuming the role of General Manager in 2012. With a career spanning over 30 years, his expertise and leadership have been instrumental in driving the success of Foundever in the U.K.

2024 59

2024 2012 Return on Investment Financial 59

Customer Bliss

OCTOBER 12, 2017

Danny Meyer has been at the forefront of restaurant/hospitality CX for years, as indicated in this 2012 Fast Company profile. While you can compete on cost (fast food), it’s very hard to only compete on cost. The quality of the experience is essential. Watch the 60 Minutes video above if you get a chance, and watch until the end.

Hospitality 141

Hospitality 2012 Article Customer Experience 141

ReviewTrackers

APRIL 7, 2021

In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. There’s a reason why, in the aftermath of so many scandals, banking became the least trusted industry in 2012.

Banking 94

Banking Management 2012 Social Media 94

Customer Enthusiast

APRIL 3, 2019

For more than a decade until the retail chain became defunct in 2012, I returned to […]. After buying our first home in 2000, my wife and I spent many weekends shopping at The Great Indoors, a home décor chain founded by Sears in 1997. One of our early purchases was a Kenmore canister vacuum cleaner.

2012 64

2012 Retail Innovation Engagement 64

Experience Matters

OCTOBER 31, 2016

This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms.

2016 132

2016 2012 2013 2014 132

Experience Matters

OCTOBER 27, 2016

As you can see in the figure below: Text messages are on the rise (+8 points between 2012 and 2016), while […]. For the past several years, we’ve been examining how U.S.

Communication 125

Communication Consumers 2012 2016 125

COPC

SEPTEMBER 9, 2022

About the Contact Centre Management Group: Since 2012, the CCMG has been a registered Professional Body of the South African Qualification Authority (SAQA) for the contact centre industry. CCMG’s volunteer board of industry professionals oversees Professional Standards and Competencies for the industry.

2012 100

2012 2022 Call Center Consulting 100

CSM Magazine

DECEMBER 19, 2022

Launched in 2012, LeoVegas is a top-rated online casino that has grown from one strength to another. Owned and operated by Casumo Services Limited, this online casino first appeared on the scene in 2012. Lousy customer service is often enough to make you close your player account and look elsewhere for greener pastures.

Customer Service 52

Customer Service 2012 E-support 2005 52

Optimove

FEBRUARY 15, 2024

Since 2012, Optimove has revolutionized marketing by focusing on Customer-Led Marketing programs. Shai Frank , SVP Product Optimove: Optimove 2025: How Customer-Led Marketing will Evolve Join Shai Frank for an exciting glimpse into the future of our evolving product portfolio.

2024 52

2024 Connections 2025 Download 52

CSM Magazine

NOVEMBER 24, 2020

Pinoy set up Premium Plus in 2012 with the aim of helping companies with the best possible software tools to be able to serve their clients accurately and efficiently, via any digital and online communication channel. Premium Plus was set up in 2012 and now has over 500 customers in Belgium, France, and the Netherlands.

2012 52

2012 Return on Investment Omnichannel Sales 52

Customers That Stick

SEPTEMBER 22, 2014

Note: A version of this post ran on October 4, 2012. Each lost customer is an opportunity to grow and to absorb the lessons that will help retain the next customer in line. What can you learn from your lost customers? Photo Credit: [link]. Blog Uncategorized'

2012 126

2012 Blog Customers Communication 126

Experience Matters

OCTOBER 9, 2018

sports that has gained TV fans since 2012 (see our Fan Experience Benchmark). As a die-hard Red Sox fan, I really enjoy watching the MLB playoffs. As a matter of fact, baseball is one of the two major U.S. But even with sports on TV, I couldn’t hide from the news updates full of partisan political bickering.

Sports 97

Sports 2012 2018 Consumers 97

Customer Bliss

OCTOBER 6, 2016

I wrote a little bit about this back in 2012 , and it’s also mentioned in CCO 2.0. Once you understand that role ( we’ve been discussing it often on my podcast ), you will better understand the next steps around preventing customer churn. Prevent customer churn: Build a defector pipeline.

Chief Customer Officer 192

Chief Customer Officer 2012 Innovation Reference 192

InMoment XI

MAY 17, 2012

After an evening party at the Cosmopolitan Hotel’s Bamboo pool, VoCFusion attendees were up early for Wednesday’s events. The day started out with a demo of new Allegiance capabilities that will help companies uncover insights fast by identifying patterns in customer feedback and operational data.

2012 200

2012 Demo Events Feedback 200

InMoment XI

MAY 17, 2012

After an evening party at the Cosmopolitan Hotel’s Bamboo pool, VoCFusion attendees were up early for Wednesday’s events. The day started out with a demo of new Allegiance capabilities that will help companies uncover insights fast by identifying patterns in customer feedback and operational data.

2012 200

2012 Demo Events Feedback 200

InMoment XI

MAY 17, 2012

After an evening party at the Cosmopolitan Hotel’s Bamboo pool, VoCFusion attendees were up early for Wednesday’s events. The day started out with a demo of new Allegiance capabilities that will help companies uncover insights fast by identifying patterns in customer feedback and operational data.

2012 200

2012 Demo Events Feedback 200

Lumoa

MARCH 5, 2018

Now, at least 89% of companies expect to compete mostly on the basis of customer experience, versus 36% in 2012. "Digital" has become a standard not only for B2C customer interactions but also for B2B customer experiences. So did omnichannel communications and personalization. Customer Experience is the new black.

B2B 121

B2B B2C Customer Experience CEM 121

Think Customers

AUGUST 8, 2016

According to Nielsen, the broadcast was down 35 percent from the 2012 London Opening ceremonies. Saturday was the best day ever for NBC Olympics digital platforms, with 155 million livestreaming minutes (up 263 percent from the comparable day in 2012) and 11.3 The opening ceremonies this year drew 25.5 million viewers.

2012 56

2012 2016 Blog Customer Engagement 56

Optimove

NOVEMBER 7, 2023

From building innovative Predictive Models back in 2012, to the recent launch of our AI Copy Assistant, and everything in between – AI has always been at the core of Optimove. Seems like a wish from our wildest dreams. That’s exactly what OptiGenie does. As your customers, marketing, and technology evolves, so too does Optimove’s AI.

Marketing 83

Marketing Multi-Channel 2012 Customer Journey 83

Experience Matters

OCTOBER 31, 2016

This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms.

2016 97

2016 2012 2013 2014 97

Experience Matters

NOVEMBER 4, 2015

This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings. The average score this year, 59%, represents a six percentage-point increase over last year and is the highest score achieved since the ratings’ inception in 2012.

2015 113

2015 Net Promoter Score 2012 2014 113

Experience Matters

NOVEMBER 13, 2017

This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings. We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms.

2017 91

2017 2012 2013 2014 91

CSM Magazine

AUGUST 3, 2021

He then held various operations positions before becoming Vice President Operations for France in 2012. Steijaert began his McDonald’s career as a field service consultant in 2001. There he managed restaurant innovation efforts.

Chief Customer Officer 52

Chief Customer Officer 2001 2012 Touchpoint 52

BirdEye

AUGUST 14, 2020

Since 2012, BirdEye has been focused on driving revenue for businesses ranging from 10 – 10,000 locations by empowering them to deliver exceptional experiences at every touchpoint, from being found online, to texting and email campaigns, all the way through getting customer referrals.

2012 98

2012 2016 2019 2020 98