ClearAction

NOVEMBER 16, 2017

The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Penney’s ecosystem was misunderstood and disrespected. Why are things done the way they’re done?

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

ChurnZero

MARCH 3, 2020

Every year, tens of thousands of Marketers, Salespeople, and Customer Success pros converge in Boston for a week of learning, inspiration, and connection at INBOUND. Since 2012, the annual INBOUND event has grown to 26,000+ attendees from over 110 countries. Customer Success Around the Web.

2020 72

2020 Customer Success Events Workshop 72

Gainsight

JANUARY 18, 2021

With over 9,000 customers, they have seen immense growth over the past ten years. Lee has been with Rapid7 for seven years, beginning as their Vice President of Product, back in June of 2012. They quickly realized that Lee understood technology but also communicated well. That opened the door for him to be more customer-facing.

Innovation 52

Innovation Leadership Customer Centricity 2012 52

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Customer Centricity 75

Customer Centricity Innovation Airlines 2002 75

ijgolding

JULY 19, 2016

However, I am a huge believer in the need to share experiences – both positive and negative – so that other customers may benefit from the knowledge gained from either the exceptional or disastrous experiences I have. What Carolyn McCall demonstrated to me is that she is a customer focused leader with a huge amount of courage.

Customer Focused 75

Customer Focused Customer Centricity Airlines 2012 75

ShepHyken

MARCH 31, 2018

Official smart USA (@smartcarusa) June 19, 2012. Real-time customer feedback tells you what customers love, hate, and more. In today’s social media landscape, trust is earned through communication on more than one channel. Couldn’t have been one bird, @adtothebone. Sounds more like 4.5 Seriously, we did the math.)

Social Media 87

Social Media Customer Service Marketing Airlines 87

Grade.us

NOVEMBER 4, 2021

Arthur’s story was shared in 2012, and it’s still being shared around the world, nine years later. As a general rule, it’s best to focus on your customers. Make your communication about them, and customers will, in turn, focus on you and the value you provide. DDP shared his story on YouTube. .

Social Media 26

Social Media 2012 Consumers 2020 26

ProProfs Chat

MAY 6, 2020

While the previous customer experience stat tends to paint a picture that cloud-based tools are taking over the customer service experience industry, email (the traditional form of communication) still has its own relevance. No wonder it has its own place when it comes to customer service and support processes.

2020 66

2020 Customer Experience E Commerce E-support 66

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. Megan Germann – CCXP, Author, Voice of the Customer Advocate.

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

AUGUST 27, 2015

In fact, the Manager of IATA corporate communications explained they issue formulas for airlines to calculate the average weight a passenger adds to a plane, including values for adults vs. kids. Samoa Air has been doing it since 2012. Designing a Customer-Focused Process. The page even says, “A kilo is a kilo is a kilo.”

Airlines 108

Airlines 2012 Transportation Books 108

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Tax in 2012 to provide tax filing services and. than by email or phone.

2016 111

2016 2017 Customer Experience Social Media 111