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

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

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.

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.

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.

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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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.

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.

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 Can Contact Center Leaders Avoid the 'Mechanical' Approach to Metrics, and Become More Customer Experience Focused?

Call Center Weekly

I have been in my current position since 2007 as a second and third-level Systems Support Engineer providing technical support for Intel's world-wide Process Control Systems infrastructure. By Dan MacDougall Contact center metrics are developed to measure operational performance (e.g.

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. .

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.

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.

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.

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?

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.

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

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.

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.

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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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”.

Spotlight on Phone.com: Small Can be Beautiful for Hosted UC - but it's Big Too

Jon Arnold

Their namesake is reasonably accurate, and when Phone.com started out in 2007, hosted telephony was the business. It’s easy to understand why the only way to go is up for providers in the hosted UC space. By nature, cloud is a business of scale, and the upsell opportunities are far greater as the size of end customer gets larger. Many hosted providers are big to begin with; while others start as small players, but out of necessity they need to go upmarket to support their growth plans.

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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.

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.

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.

Customer Experience 2017 Reality Check – Evolution or Revolution?


Are the experiences we have in 2017, really radically different to the experiences we had in 2007? This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017.

Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!


The company was named ninth on Business Week’s top 25 companies customer service list in 2007. It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences.

To Mark the Spot with Benchmarking or Not?

CX Journey

Tom Peters takes an interesting stance on benchmarking - and addresses that movement - in a talk he gave back in 2007: I hate benchmarking. Image courtesy of Woods | Damien I originally wrote today's post for Intradiem. It appeared on their blog on July 16, 2015.

9 Unmissable Reasons Why You Need to Care about Social Media Customer Service


Introduction. In 2013, Amy’s Baking Company became famous overnight after premiering on a particularly dramatic episode of Gordon Ramsay’s “ Kitchen Nightmares ” – a reality TV series that followed Ramsay’s attempts to help struggling food establishments improve their business.

20 Customer Service Training Ideas and Activities for Busy Teams


This design challenge was made famous by Peter Skillman at a conference in 2007, and even has a Ted Talk effusing its benefits.

They say elephants never forget… but what about customers?


Elephants also apparently recognize and can keep track of the locations of as many as 30 companions at a time, psychologist Richard Byrne of the University of Saint Andrews in Scotland and other researchers discovered during a 2007 study at Amboseli.

Irrelevance & Ignorance? NPower, BHS & Moonpig add fuel to the CX Fire!


According to Wikipedia, their website was launched in July 2000, and in 2007 the company was responsible for 90 percent of the online greeting card market in the United Kingdom, with nearly six million cards shipped.

SalesForce, Hubspot, Zendesk and More — Which Customer Engagement Software is Right for Me?


Zendesk was founded in 2007 by three friends using an old kitchen door as a desk. Out of all the customer engagement software tools that are out there, which one is right for your company? The question is a loaded one.

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Telemarketing Firm in Nebraska: Owner Operator Spotlight

Quality Contact Solutions

In 2007, current owner-operator Hank Schilling, took over. By Heather Dubas, Senior Operations Manager. The foundation of our call center operation are our owner-operated call centers. With 17+ owner-operator call centers throughout the U.S.