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.

B2B 180

B2B Metrics Surveys Feedback 180

Jon Arnold

DECEMBER 3, 2020

I’ve been following the session border controller space since inception - 2004 - and it falls squarely into that bucket. Every so often I’ll do a spotlight piece on a trend or technology, especially ones that are not well-understood.

Technology 82

Technology voip 82

Aspect

NOVEMBER 4, 2020

In 2004 Aspect opened an office in Bengaluru (also called Bangalore) with four employees focused on quality assurance and facilities. Aspect Software is celebrating 16 years in India. .

Sales 105

Sales Customer Care 105

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 185

Metrics Feedback Surveys Personalization 185

CSM Magazine

FEBRUARY 6, 2022

When the World Series of Poker was acquired by Caesars Entertainment in 2004, the Poker Hall of Fame went with it. Since the turn of the millennium that has become commonplace, with every year except 2001, 2003, 2004, 2009, and 2020 resulting in two winners for the Hall of Fame position.

Entertainment 52

Entertainment 52

InteractionMetrics

JUNE 10, 2021

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. No more useless data! Biased questions are out. Representative samples are in. Objectivity is the standard. Nuanced analysis wins.

Metrics 52

Metrics Surveys Education Feedback 52

CSM Magazine

MARCH 24, 2022

Brad Hawkins has been with ServicePower since 2004, where he currently serves as Senior Vice President of Products and Solutions and oversees operations, development and product management. In retail, the customer is king.

Self service 97

Self service Customer Experience Analytics Upselling 97

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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40

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.

Customer Service 249

Customer Service Entertainment Marketing Customer Support 249

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.

Customer Service 231

Customer Service Entertainment Marketing Customer Support 231

CSM Magazine

APRIL 19, 2021

Founded in Sweden in 2004, Voyado’s key differentiator is the simplicity of its solution that has been designed specifically for retailers, and embeds the drive for customer loyalty and retention into all areas of fashion organisations.

CRM 65

CRM Coaching Marketing Consulting 65

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.

Contact center software 140

Contact center software Self service Cloud contact Management 140

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 49

Chatbots Customer Experience Customer Service Technology 49

TeamSupport

NOVEMBER 11, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. “ To retain the customers you have, you must help them achieve the outcomes they need.”.

Customer Support 75

Customer Support Coaching Engineering Education 75

TeamSupport

SEPTEMBER 14, 2020

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

B2B 54

B2B Customer Support Strategic Value Coaching 54

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.

Customer centricity 330

Customer centricity Customer emotions Consulting Consulting 330

ChurnZero

AUGUST 17, 2021

This search data dates back to 2004, which is before many of us had probably even heard of the term ourselves, nevertheless working in the field.

SaaS 82

SaaS Management Marketing 82

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 81

Accountability Management 81

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 181

Consulting Consulting Marketing Sales 181

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

TeamSupport

JANUARY 12, 2021

Since 2004, ServiceXRG has guided the world’s leading technology companies in their strategic efforts to retain customers, grow recurring revenue, and achieve cost efficiencies through the delivery of high-quality Technical Support and Customer Success services.

B2B 55

B2B Customer Support Technical Support Coaching 55

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 309

Construction Benchmark Customer emotions Consulting 309

TeamSupport

JANUARY 20, 2021

Since 2004, ServiceXRG has guided the world’s leading technology companies in their strategic efforts to retain customers, grow recurring revenue, and achieve cost efficiencies through the delivery of high-quality Technical Support and Customer Success services.

B2B 54

B2B Customer Support Technical Support Accountability 54

TeamSupport

SEPTEMBER 16, 2020

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

B2B 56

B2B Customer Support Strategic Value Chatbots 56

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 Banking Enterprise Consulting 44

TeamSupport

NOVEMBER 10, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. “Customers buy products to enable and streamline their business operations.

Customer Support 52

Customer Support Coaching Sales Education 52

SmartAction

DECEMBER 15, 2021

The decline continued but stabilized around 2004 until the Great Recession of 2008 hit, which severely affected the labor participation rate.

Contact Center 64

Contact Center Agent burnout Self service Virtual Agent 64

TeamSupport

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 52

B2B Customer Support Strategic Value Coaching 52

Call Design

FEBRUARY 11, 2021

Bliss 2004), you can see why turnover, or minimising it, is so important. Managing a business in the current times, with online sales booming and working from home a reality, has never been more challenging.

Self service 95

Self service Consulting Consulting Analytics 95

CSM Magazine

NOVEMBER 26, 2020

Since 2004, we’ve been targeting this Triple Point in areas like infrastructure, energy efficiency and social housing, unlocking investment opportunities that make a difference.

Customer centricity 52

Customer centricity Technology Marketing Customer Experience 52

Creative Virtual

SEPTEMBER 7, 2021

The fact that our very first enterprise-level customer has worked with us continuously since 2004 tells us that we are doing something right! By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Morale Chatbots Enterprise 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 43

Metrics Contact Center Analytics Technology 43

ChurnZero

AUGUST 17, 2021

This search data dates back to 2004, which is before many of us had probably even heard of the term ourselves, nevertheless working in the field.

SaaS 52

SaaS Management Marketing 52

ConvergeOne

DECEMBER 7, 2021

Neumann in 2004 for an unbiased look at the approach: “One of the biggest obstacles to software development — and particularly system integration — is the difficulty of predictably composing subsystems out of modules, systems out of subsystems, and networks of systems out of systems and networking.”.

APIs 74

APIs Big data Analytics Engineering 74

Horizon CX

MARCH 1, 2021

In 2004, D. Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade.

Management 52

Management Feedback Marketing Surveys 52

Toister Performance Solutions

MAY 28, 2020

In an experiment published in 2004, participants were asked to choose between four granola bars.

Advertising 86

Advertising Government Customer Experience Management 86

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

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

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.

Call Center 149

Call Center Morale B2B Customer Experience 149