Leadership Lessons from a Last Lecture

Contact Center Pipeline

In September 2007, Carnegie Mellon University Computer Science Professor Randy Pausch was diagnosed with liver cancer. For those of you who have never seen “The Last Lecture,” I encourage you to watch it on YouTube. Plan to spend a little more than an hour watching. Professor Pausch delivered an inspiring lecture focused on three parts—his […]. Leadership call center contact center leadership

Who Tweeted It First: Customer Success Edition


— Jan Poston Day (@jpostonday) November 2, 2007. — eBusiness Services (@ebusiness) April 17, 2007. — ZDNet (@ZDNet) November 28, 2007. — Chris Abraham (@chrisabraham) March 3, 2007. — muckdog (@muckdog) May 29, 2007.

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Why Mobile Marketing Is More Important Now Than Ever


Ever since the iPhone entered the world in 2007, smart devices have become an indispensable part of our lives. Mobile marketing isn’t the future – it’s now. For most of us, our smartphone is the first thing we check in the morning and the last thing at night. We can’t leave the house, or even the room, without it

Ask Abby Nicely #3: How Do You Calculate Your NPS Score?


If you read my last blog post , you’ll know that 2007 was a big year for me — from the infamous solar hot dog cooker to having to parallel park for the first time (more on that later). Then one night in 2007, it happened.

We’re Getting Better at Providing Great Customer Experiences

Brad Cleveland

According to Forrester’s Customer Experience Index, in 2014, 11% of brands were rated at “excellent” compared to 0% in 2007. Conversely, the number of brands rated at “poor” or “very poor” dropped from 35% in 2007 to 11% in 2014.

Emotions Drive Spending, But Do You Know Which Ones Drive the Most?

Beyond Philosophy

These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). 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.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them


Smitha obtained her license as CPA in 2007 from the California Board of Accountancy.

How to Achieve Personalized Customer Service with AI Tools


I see you are a Loyalty member since 2007, and have stayed at our property in London every year around this time. Hello. Thanks for calling our Hotel. How may I help you? Vs. Good morning, Laura.

Customers Want Better Customer Service…or Else!

Beyond Philosophy

We know from our work with London Business School (that culminated in my bestselling book, The DNA of the Customer Experience, How emotions drive value , Palgrave Macmillan 2007) the emotions Frustrated and Valued are two that destroy and drive value, respectively.

Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

In my recent employee ambassadorship webinar , three seminal books which offer strategies and stories were identified: Firms of Endearment (2007), Conscious Capitalism (2013), and Everybody Matters (2017). Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

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How Contactless Payment Has Changed Customer Service

CSM Magazine

First trialled in 2007 with a £10 maximum spend limit, its true introduction to the mainstream was only around five or six years ago, although it feels much longer. Contactless payment seems like one of those technologies that’s been around forever.

Declare Your Independence From Spreadsheets

Monet Software

This is the month we celebrate Independence Day, and across the country, companies are crafting special offers with some sort of historic or patriotic theme. So why should we be any different? We think it’s time your contact center declared its independence from spreadsheets.

Guest Blog: Key KPIs You Must Monitor for an Optimal Customer Experience


Entrepreneur specialized in web marketing, Julien Rio has been developing online platforms and strategies for numerous companies across Europe and Asia for the since 2007.

Listen to the Voice in your Customer’s Head

Beyond Philosophy

Back in 2007, I wrote a book called, “The DNA of Customer Experience: How emotions drive value” addressing the answer to this question in detail. Why do we do what we do? The simple answer is because of our emotions.

Case Study: Increase Your Sales by 47% by Doing This…

Beyond Philosophy

Malcolm Gladwell’s famous book from 2007, Blink , introduced this concept in detail. How can you increase your sales by 47%? It’s all in the packaging. Gressingham Foods, a pre-packaged food company in the UK, wanted to change their brand image at the store. They were declining as a brand and wanted their image to project “premium but accessible.”. They hired Elmwood , a design firm that took a good look at their packaging and came up with a strategy to help them stand out.

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Uncover The Specific Emotions You’re Evoking

Beyond Philosophy

Our research culminated in my book The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). I’m happy to report that more and more companies realize that emotions are significant to the Customer Experience. It’s an excellent first step. But it isn’t enough.

Car Talk: The Marketing Gift of (Automotive) Gab

Beyond Philosophy

brands, covering 16 product categories, were analyzed during the period from 2007 to 2010. According to Nielsen, word-of-mouth is the most trusted source of decision-influencing and decision-making information for consumers around the world. Having often addressed the power of informal communication ( [link] ), it’s always gratifying to have confirmation by respected research and consulting organizations.

Is this the year of the customer experience?


With so much focus on the customer journey, we might one day look back at this year much like we think of 1991 as the year the World Wide Web went public or 2007 as the year the world was introduced to the iPhone. .

Bots and Babel Fish

CX Accelerator

In 2007, I moved to the United Kingdom. This amazing life adventure opened my eyes to cultures, languages, and opportunities I had never experienced in America. Upon arrival, it was clear my American English was not going to cut it in the UK.

Customer Centricity has to be an Intrinsic Principle: an Exclusive Interview with Mr. Rohit M A, Co-Founder and Managing Director, Cloudnine

Customer Guru

When we started the journey of Cloudnine in 2007, we did not have any great ambition of growing beyond one unit. From 2007, the way in which “word of mouth” can be propagated has changed with the onset of digital media.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

In the United Kingdom, the NCSI portfolio earned a return of 59 percent from April 2007 to June 2011, and the FTSE 100 had a negative return of 6 percent.”

How to Create Your Punch List for Quick CX Wins


I remember creating our punch list moving into a new home in 2007. Have you ever lived through a major renovation project or lived through construction of a house or condo?

What is Customer Experience Worth to Your Company?

Brad Cleveland

The study covers a six-year period, from 2007 through 2012. How does providing a great customer experience impact a company’s results? According to a study by Watermark Consulting, customer experience leaders generated a return three times higher on average than the S&P 500 index. Laggards trailed the index significantly. Companies that excel in this regard are rewarded, by consumers and investors … Customer Experience customer experience Customer service statistics

4 Must-Have Customer Support Channels Your Company Needs


Another revolution came with the launch of Facebook back in 2007 when companies started realising that its possibilities go far beyond than being just a P2P platform. In the last couple of years, there has been a real revolution in the way consumers react with brands.

Customer Effort 2.0 – The next evolution of effort reduction


We started this research project in 2007 and spent the next six years collecting data and digging deep into the management practices and processes that low-effort companies. Several years ago, back when I was running the Customer Experience Practice at CEB (now Gartner), we set up a fascinating research partnership with a little-known AI venture out of Austin called Tethr.

PPL Electric Utilities Wins National Award for Customer Service Improvements

CSM Magazine

The average customer is experiencing 30 percent fewer outages than in 2007, and the utility is aiming for a further 15 percent improvement in the coming years.

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Beyond Philosophy

Kotler picked up a theme that was articulated in the 2007 book, Firms of Endearment. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept.

Being Good At CX Is Not Good Enough – Jennifer Parnell, DGM – Customer Engagement, BookMyShow

Customer Guru

BookMyShow is India’s largest entertainment ticketing portal today, launched in Aug 2007 as India’s first ticketing aggregator. Jennifer Parnell currently serves as the Deputy General Manager – Customer Engagement at BookMyShow. She comes with 20 years of work experience, of which 15years have been in Customer Experience. About BookMyShow.

How to Measure Customer Emotions

Beyond Philosophy

When I wrote my book, The DNA of Customer Experience: How emotions drive value (Palgrave Macmillan, 2007) , we worked with the London Business School and the Chair of Consumer Psychology in England to determine what emotions drive value for an organization. In this series, professionals describe what numbers govern their happiness. Write your own #MyMetric post here. Some businesses look at the bottom line with customers.

4 Tips to Avoid the Customer Service Mistakes I Made 10 Years Ago

Customer Service Life

In 2007, in the midst of the Global Financial Crisis, any prospect of new business was welcome. Photo Credit: Meredith Atwater via CC License. This article was originally published on CustomerThink as my monthly Advisor column on August 11, 2017.

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What’s the Deal with Air Canada?


In 2007, it was the first in North America to introduce mobile check-in with electronic boarding passes. It was just last year that Air Canada was flying high after being named Best Airline in North America by Skytrax, an independent U.K.

Celebrating a History of Personal Service


Since 2007, he has been responsible for leading the company’s strategic marketing initiatives and communications efforts. Cord Himelstein, Head of Marketing for Michael C. Fina Recognition, has helped the company become a leading provider of employee recognition and incentive programs.

3 CMS Call Center Monitoring Resources You Need to Know

Certified Languages International

Results from previous years: The results from 2007 to the present are listed, which is helpful if you’d like to comb through the data to see how you stack up year after year.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency


Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge.

Beyond customer effort score – The four flavors of customer loyalty


Watch Jeanne Bliss’s Webinar: How to Provide Customer Service That Would “Make Mom Proud”


In 2007 Toby Cosgrove, CEO of Cleveland clinic brought all his employees together and told them – “Patients come to us for high quality care – but they don’t like us very much”.

WFM Solutions and Vendors Are Not All the Same


Headquartered in Minneapolis, the company was founded in 2007 and has 260 employees. Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter.

So What?! There are plenty more customers where he came from!


In 2007 (11 years ago by my calculations), Kirk Kazanjian famously wrote a book about Enterprise Rent a Car. Although I was not a customer of Enterprise in 2007, it is highly likely they were a shining beacon of customer centric behaviour back then.

Business-to-Business Customer Advocacy: Is It A Real Possibility Or A Real Oxymoron?

Beyond Philosophy

According to the study – “Driving Word of Mouth Advocacy Among Business Executives: The Experiential Marketing Connection,” conducted in 2007 by Keller Fay Group and Jack Morton Worldwide – 53% of the 288 U.S. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

How to Measure Customer Emotions

Beyond Philosophy

When I wrote my book, The DNA of Customer Experience: How emotions drive value (Palgrave Macmillan, 2007) , we worked with the London Business School and the Chair of Consumer Psychology in England to determine what emotions drive value for an organization.