Genroe

FEBRUARY 20, 2017

Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […]. The post It’s time to stop giving people Net Promoter Score® targets appeared first on Genroe. Best Practices Customer Feedback Net Promoter Score

Best practices 57

Best practices Feedback 57

ShepHyken

JUNE 23, 2020

In 2004, Martha founded Interaction Metrics to help clients get more value out of the customer experience they provide. The Future of Customer Feedback. How to Get the Most Out of Your Customer Feedback Today and Beyond. Shep Hyken interviews Martha Brooke , founder of Interaction Metrics. They discuss effective strategies to getting useful customer feedback as well as the future of customer feedback.

B2B 132

B2B Metrics Surveys Customer Service 132

ShepHyken

FEBRUARY 19, 2019

About : Martha Brooke founded Interaction Metrics in 2004 with the mission of dramatically improving the customer experience. Are Rating Systems Skewed? How to Get the Most Out of Your Customer Feedback. Shep Hyken interviews Martha Brooke. They discuss common rating systems implemented by many companies, the faults and flaws of these systems, and ways to improve the feedback process overall. In Shep’s Opening Monologue… He talks about the best ways to handle negative online reviews.

Metrics 168

Metrics Surveys Feedback Personalization 168

Beyond Philosophy

APRIL 28, 2019

That was in 2004. What Customer Emotions Drive the Most Value. 15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. No, he wanted to know how much money he would get back by investing in my idea. I didn’t know.

Customer emotions 259

Customer emotions Consulting Consulting Customer Experience 259

Team Support

SEPTEMBER 14, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes.

B2B 60

B2B Customer Support Strategic Value Coaching 60

Genroe

SEPTEMBER 8, 2018

Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […]. The post It’s time to stop giving people Net Promoter Score® targets appeared first on Genroe. Comments Dave, Thanks — glad you liked it.

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ShepHyken

JANUARY 31, 2020

Millennials (also called Gen Y)- born in between 1982 and 2004. This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. Not many companies think about generational gaps and differences when it comes to dealing with their clients.

Customer Service 183

Customer Service Entertainment Marketing Customer Support 183

Team Support

SEPTEMBER 8, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. Businesses buy your products or services to help their operations run efficiently and to meet their customers’ expectations.

B2B 56

B2B Customer Support Strategic Value Coaching 56

Provide Support

MARCH 20, 2018

Although AI is yet to take over our lives in a formidable way, as projected in 2004 blockbuster movie- I, Robot , the technology is certainly pervasive. A decade ago, our familiarity of AI was only restricted to the silver screen. But today, the scenario has changed completely. It has transformed forever the way we interact with our immediate surroundings. The most notable forms of AI an average user is familiar with are – SIRI, Google Now and Alexa skills.

Chatbots 55

Chatbots Customer Experience Customer Service Technology 55

ShepHyken

JANUARY 31, 2020

Millennials (also called Gen Y)- born in between 1982 and 2004. This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. Not many companies think about generational gaps and differences when it comes to dealing with their clients.

Customer Service 177

Customer Service Entertainment Marketing Customer Support 177

Momentum Telecom

SEPTEMBER 1, 2020

I’ve lived in Birmingham since 2004, and I started my journey with the Momentum family as an Account Manager in January 2020. Get to know team members from across Momentum Telecom in this fun and informal ongoing Q&A series. September 2020. Max Shadmani. Account Management.

Accountability 52

Accountability Management Personalization 52

Talkdesk

OCTOBER 16, 2019

In 2004, the founders envisioned a company that listened carefully to customers and empowered them with technology to achieve their goals faster and more effectively. Recognized as a challenger in the Gartner Magic Quadrant for IT Service Management and named a winner of the Colorado Top Workplaces 2019 award , Cherwell Software excels at delivering great service to its customers and understands that today’s workforce relies on real-time information to be successful.

Metrics 53

Metrics Contact Center Analytics Technology 53

Interactions

OCTOBER 17, 2019

“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. Our evolution and growing success can be attributed to two key factors: a passionate, hardworking team that believed in our core mission; and the invaluable, longstanding partnerships we’ve forged with forward-thinking companies that share our dedication to exceptional customer experiences.”. Michael Iacobucci, longstanding CEO of Interactions.

Customer Experience 48

Customer Experience Customer Care Technology Marketing 48

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”. It was not an unfair question, but it was one for which I had no answer. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value.

Construction 307

Construction Benchmark Customer emotions Consulting 307

Beyond Philosophy

APRIL 2, 2020

I wrote a book in 2004, Revolutionize Your Customer Experience , that showed the four customer-centricity orientations that organizations have, which range from Naïve to Natural. Apple has an excellent experience. We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. Why do I like Apple’s experience? Before I answer, I should have my guitar. I am just kidding. No one wants that.

Customer centricity 223

Customer centricity Customer emotions Consulting Consulting 223

Spearline

DECEMBER 18, 2019

” The paid leave will be in accordance with the provisions of the Maternity Protection Acts 1994 & 2004, the Adoptive Leave Acts 1995 & 2005, and the Paternity Leave and Benefit Act 2016.

Accountability 64

Accountability Management 64

ShepHyken

JULY 28, 2017

Back in 2004, Blockbuster had 60,000 employees, 9,000 stores and appeared invincible. This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. . Was this a typical Friday event for you and your family?

Consulting 171

Consulting Consulting Marketing Sales 171

Aspect

OCTOBER 25, 2017

Blockbuster, who at its peak in 2004, had more than 9,000 stores in the U.S., In 2000, Netflix CEO Reed Hastings approached Blockbuster (who?) and asked for $50 million for the company he founded. **Spoiler Alert** Blockbuster declined. Today, Netflix is worth more than $60 Billion. now has only 10 franchise-owned stores remaining in operation in the U.S.: six in Alaska, three in Oregon, and one in Texas.

Self service 136

Self service Contact center software Management Cloud contact 136

Avaya

JANUARY 24, 2018

An original MiFID was enacted in 2004, prior to the 2008 global financial crisis. The first fine for non-compliance of the 2004 MiFID directive was given out to Barclays for inaccurate transaction reporting. Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services.

Government 44

Government Enterprise Banking Consulting 44

Spearline

JANUARY 13, 2020

Vanilla Telecoms was founded in 2004 as one of the first companies on the island to provide a nationwide wireless broadband network, Vanilla Telecoms has grown to become a leading internet service provider and supplier of high quality SIP telephony enabling clients to get the best deal for their business setting while providing end-to-end support. Hello Malta! 69 countries and counting … Welcome Malta to Spearline fixed line testing!

Telecommunications 63

Telecommunications Wireless Enterprise Management 63

Aspect

JULY 31, 2017

The biggest decline was in computer science, where women received 23% of bachelor’s degrees awarded in 2004 and just 18 % in 2014. This summer I have spent some time thinking through the definition of “women in technology”. I have been a member of several different chapters, attended luncheons and workshops and even hosted a few.

Technology 76

Technology Engineering Marketing 76

Fonolo

OCTOBER 29, 2019

They report a 62% increase in service call duration since 2004. It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.” In addition, you always have to account for bias in that reporting: Vendors are going to highlight the data that makes their technology look good.

Self service 67

Self service Chatbots Surveys Accountability 67

Toister Performance Solutions

MAY 28, 2020

In an experiment published in 2004, participants were asked to choose between four granola bars. Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. The shipping clerk leaned across the counter to hand the customer a receipt. The customer instinctively leaned in to take it.

Advertising 65

Advertising Government Customer Experience Management 65

Call Center Weekly

OCTOBER 1, 2018

Needle (2004) , stated that organizational culture represents the collective values, beliefs and principles of organizational members. culture: The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature.

Morale 149

Morale B2B Customer Experience Sales 149

Vcaretec

OCTOBER 23, 2019

We have provided call center outsourcing services since 2004, and our vast experience positions us as experts in the industry. At (v) WeCare, we understand the level of service you're looking for, the right steps to implementation, and your concerns. The idea of outsourcing call center can seem daunting, especially if you've never used this service before. There are many factors to consider when choosing a contact center to ensure it meets your expectations.

outsourcing 40

outsourcing Upselling Call Center Feedback 40

aircall

JULY 25, 2017

Since 2004, iotum has been building and acquiring a versatile suite of communication tools fit for businesses of all sizes. Its flagship product, FreeConference.com , offers video conferencing, international dialing, call recording, and screen sharing features. In order to better serve its diverse clientele, iotum uses Aircall’s cloud-based phone software because of its simplicity, flexibility, and ability to integrate with Desk.com.

Upselling 66

Upselling Sales Marketing Call Center 66

Vcaretec

OCTOBER 3, 2019

(v)WeCare has been providing customer support since 2004. We understand a phone call is the first connection point a customer has with your brand. Our friendly call reps will handle your customers courteously as they resolve any underlying issues. To ensure customer satisfaction, we use different channels to provide consistent support services.

outsourcing 40

outsourcing Contact Center Technical Support CRM 40

Eptica

MAY 5, 2020

Nous utilisions déjà la solution de gestion des emails d’Eptica depuis 2004. Date: Tuesday, Mai 5, 2020 Author: Julie Hébras - Directrice de la connaissance client et des relations clients - CNED Le CNED : un cas d’école en matière de gestion d’un pic d’activité. Publié le: 05 Mai 2020.

Management 73

Management 73

ProProfs Chat

MARCH 15, 2019

First introduced in 2004 by Friedrich Reichheld, Bain & Company , and Satmetrix , it has been widely accepted by all industries over the past decade. The Net Promoter Score is an industry-wide standardized measure of customer loyalty. The Net Promoter Score is a simple-to-use tool that evaluates customer loyalty by asking them a single question, “how likely are you to recommend our product/service to a friend or colleague?” Customers answer this question on a scale of 0-10.

Surveys 48

Surveys Accountability Personalization Customer Support 48

CSM Magazine

OCTOBER 9, 2019

Established in 2004, OmniServ employs over 5000 staff delivering ‘Legendary Service’ across a wide portfolio of aviation services. The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition. Recognition: Celebrate your customer service heroes. At OmniServ, our biggest single UK contract is with Heathrow Airport, where we deliver assistance for passengers classified as PRM — People with Reduced Mobility.

Brand ambassadors 43

Brand ambassadors Airlines Morale Government 43

Avaya

JANUARY 26, 2018

This EU legislation serves as a much-needed upgrade from the original MiFID, enacted in 2004, and addresses key issues that resulted from the 2008 global financial crisis. Under the 2004 MiFID directive, there was no mandatory requirement to record communications involving client orders. The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 2018.

Government 47

Government Coaching Accountability Quality management 47

Calltools

JUNE 12, 2019

In 2004, more than 90% of households in the U.S. Things change quickly in the world of sales. Until recently, you had a good chance of reaching someone on a landline with a phone call. However, now that smartphones are everyone’s new best friend, landline phones are losing their relevance. had an operational landline phone – now it’s less than 50%.

Sales 63

Sales Best practices Personalization Marketing 63

Beyond Philosophy

FEBRUARY 3, 2015

This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. Decisions, decisions…we make them all the time about all kinds of things, and many times without even thinking about it. Sometimes, however, decisions take a lot of thinking, after which we may have our doubts about whether we made the right one.

Consulting 251

Consulting Consulting Customer emotions Morale 251

CSM Magazine

JULY 14, 2020

Even though the first version of PCI DSS was introduced a long time ago (December 2004) the international standards framework still matters for three simple reasons: Worldwide weapon against a global threat – the ultimate aim of PCI DSS of reducing the incidence of card fraud and promoting best-practice in information security is now more important than ever before.

Finance 40

Finance CRM Education Best practices 40

Call Center Coach

APRIL 17, 2017

Since 2004, our feature-rich, industry-leading, and award-winning Live Chat and Click-To-Call solutions — Alive Chat and Alive Dial — are being used to meet and greet website visitors, answer questions, increase leads and close sales. Chat has long been touted as a means to lower costs in contact centers. But in today’s marketplace that is a blind way to view chat. You must see that chat is a way for you to get more conversions and drive higher revenue while saving costs.

Abandon rate 120

Abandon rate Advertising Customer emotions Coaching 120

Fonolo

OCTOBER 29, 2019

They report a 62% increase in service call duration since 2004. It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.” In addition, you always have to account for bias in that reporting: Vendors are going to highlight the data that makes their technology look good.

Chatbots 52

Chatbots Surveys Self service Accountability 52

Horizon CX

JULY 15, 2019

When I first began my CX journey back in 2004, I was in that state of needing to learn a brand-new discipline where the learning options were few and far between—books, webinars, meetings, vendor conferences, and some short 1-day vendor presentations on the topic. Someone asked me the other day whether I had ever taken an online training class and what was my impression and experience of having done so. If ever there was a loaded question for me, that one gets top billing.

Entertainment 43

Entertainment Education Consulting Consulting 43

Toister Performance Solutions

DECEMBER 4, 2018

A 2004 study by Booz Allen and the Aspen Institute found that 90 percent of corporate values statements listed ethics or integrity. Years ago, a company hired me to conduct customer service training that showed employees how to align their service with the company's corporate values. One of those values was integrity. I interviewed several employees and managers to prepare for the training. None of them explained integrity the same way.

Employee engagement 61

Employee engagement Customer Service Surveys Accountability 61

Jon Arnold

AUGUST 16, 2018

For those of us who went through VoIP's growing pains, it's certainly 2004 redux, and the whole trajectory of this space feels eerily familiar. Kinda thought that last part would get your attention. What in the world does Larry King have to do with blockchain? No matter what your answer, it's correct. Yes, he really was there, and in a bizarre way, his voice-of-authority presence kinda provided a veneer of validation to all the goings-on.

voip 40

voip Big data Customer Care Technology 40

Toister Performance Solutions

AUGUST 16, 2018

The decommissioned aircraft carrier has operated as a museum in San Diego since 2004. Let's start with a few facts about the USS Midway Museum. Visitors can explore the flight deck, crew quarters, and other areas of the ship while enjoying a self-guided audio tour narrated by Midway sailors. Well-informed volunteer docents are on hand to answer questions. It's become the top-rated tourist attraction in San Diego.

Entertainment 76

Entertainment Education Feedback Surveys 76