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

My Manifesto: Experience Matters

Experience Matters

In September 2007 I published my initial manifesto: Great Customer Experience Is Free. It seems appropriate for my new manifesto to take on the name of this blog, which I started in June 2007. I still fully believe in the elements of that post.

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My Manifesto: Experience Matters

Experience Matters

In September 2007 I published my initial manifesto: Great Customer Experience Is Free. It seems appropriate for my new manifesto to take on the name of this blog, which I started in June 2007. I still fully believe in the elements of that post.

Patient misidentification – solutions are insight

Nuance

In 2007, The World Health Organization (WHO) published an article on the importance of accurate patient identification.

Customer Insight – United World Telecoms

Spearline

With a growing customer portfolio and increased demand, UWT transitioned to being a call forwarding service provider over time and created Global Call Forwarding in 2007 as a distinctive brand dedicated to providing international toll free and local numbers.

Who Tweeted It First: Customer Success Edition

Amity

— 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. — EyesOnSales (@EyesOnSales) June 28, 2007. " — Peter Merholz (@peterme) March 24, 2007. — Denise Wymore (@denisewymore) May 22, 2007. — john (@jpapa) January 30, 2007.

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Why Mobile Marketing Is More Important Now Than Ever

Salmat

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

4 Roads Transforms Knowledge Sharing Capabilities for Institution of Engineering and Technology (IET) 

CSM Magazine

Established in 2007 by IT expert and Managing Director Rob Nash, this UK-based Intelligent Self-Service agency counts Hitachi Vantara, Olympus and Aston Martin amongst its clients and is the longest standing global partner of Verint Community.

Amazing Business Radio: Dennis Yu

Shep Hyken

Quotes: “TikTok in 2022 is Facebook in 2007. The Ultimate TikTok Guide for Business . How to Use TikTok for Marketing and Customer Service. Shep Hyken interviews Dennis Yu, CEO BlitzMetrics and author of The Definitive Guide to TikTok Advertising: How to Access 1 Billion People in 10 Minutes!

An interview with Global Call Forwarding

Spearline

Global Call Forwarding (GCF) was launched in 2007 with the goal of becoming an exclusive outlet for toll-free and local numbers. Founded in 1996, GCF’s parent company, United World Telecom (UWT), originally operated as a callback service provider.

Avaya Endgame?

Fonolo

In 2007, they were taken off the public market via a private equity deal. So now it looks like we’ll see a repeat of the maneuver from 2007 with a private equity firm taking the company off the public market. It’s been known for months that industry behemoth Avaya was interested in finding a buyer. Private equity suitors include Apollo, Pemira, and Searchlight (according to this Bloomberg report).

Parceiro em Destaque: iLink

Aspect

iLink Solutions é uma empresa do Grupo ARCOM, foi fundada em 2005 e é parceira da Aspect desde 2007. Nossa Série de Parceiros em Destaque entrevista os principais parceiros da Aspect em todo mundo e destaca o impacto nas experiências de agentes e clientes.

Partner Spotlight: iLink

Aspect

iLink Solutions , an ARCOM Group company , was founded in 2005 and has been an Aspect partner since 2007. Partner Spotlight Series ? focuses on Aspect’s top partners around the globe and highlights the impact on agent and customer experiences. ? .

QCS is a SOC 2 Type 2 Compliant Call Center

Quality Contact Solutions

Since 2007, Quality Contact Solutions (QCS) has established itself as an industry leader in contact center and BPO solutions, including B2B and B2C programs. AURORA, Nebraska (December 9, 2021) ?Quality

Verint Is Uniquely Positioned to Address the Needs of SMB Customers

Monet Software

Since 2007 Pelorus Associates has authored 19 comprehensive reports on WFO applications.

Facebook Fines: Is Their Culture To Blame?

Beyond Philosophy

Facebook has a series of scandals over the years, going all the way back to 2007. Can We Trust Facebook? Upon reflection of Facebook’s latest privacy violation and $5 billion fine, one must wonder whether we can trust Facebook. After all, the social media platform hasn’t exactly been keeping our private information under lock and key. On the contrary, it appears as if our likes and dislikes, networks and preferences are for sale to the highest bidder.

Guest Post: How One Bold Move Helped this Firm Survive (and Thrive!) in The Great Recession

ShepHyken

Technically starting in December of 2007, the housing market collapsed, sending many homes into foreclosure, and many real estate agents and mortgage originators looking for new employment.

5 Rules That Absolutely Build Customer Loyalty

Beyond Philosophy

I wrote a book in 2007 called The DNA of Customer Experience: How Emotions Drive Value. Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” ” But that is not what loyalty is.

Product-led Growth: What It Is and Why You Need It

Totango

In business since 2007, Dropbox has offered users a limited amount of free storage space with the ability to upgrade to access additional space and features. Product-led growth (PLG) has emerged as one of the best strategies for selling SaaS software.

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Comment Luminus révolutionne le marché de l'énergie grâce à Hello Customer

Hello Customer

La pression est forte étant donné qu'en 2007, le gouvernement a libéralisé le marché, ce qui en a fait un environnement concurrentiel et axé sur les prix. Luminus, qui fait partie du groupe EDF, est le deuxième plus grand fournisseur d'énergie sur le marché belge.

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

AskNicely

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. Hopefully, you have a better grasp on what makes a good Net Promoter Score. . Now I want to tackle another all-too-common question: How do you calculate your Net Promoter Score? .

Customer Experience—the Most Common Phrase in IDC MarketScape Cloud CCM 2022

Quadient

He earned his EDP and M-EDP certification from Xplor and his MBA in 2007 from the Lake Forest Graduate School of Management. Customer Experience—the Most Common Phrase in IDC MarketScape Cloud CCM 2022. Marissa Feigen. Mon, 06/06/2022 - 14:00.

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. Clearly, there’s been a shift in how we interact with our customers.

People, processes & partnership: How Luminus shakes up the energy market using Hello Customer

Hello Customer

The heat is on because in 2007 the government liberalized the market making it a price-driven and competitive environment. Luminus is part of the EDF Group and is the second-largest energy supplier on the Belgian market. They serve 1.8

BPO Services: What’s the Advantage?

Quality Contact Solutions

Since 2007, Quality Contact Solutions (QCS) has established itself as an industry leader in contact center and BPO solutions, including B2B and B2C programs. Outsourcing work to a third-party BPO services company is common among businesses.

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. Clearly, there’s been a shift in how we interact with our customers.

A Part of History

IdeasUnlimited

The very popular online streaming platform known as Twitch, began in 2007 as Justin.TV Growth. to allow anyone to broadcast a video online. The original Justin.tv was a single channel featuring founder Justin Kan, who broadcast his life 24/7. By April 10, 2008, Justin.tv

A Part of History

IdeasUnlimited

The very popular online streaming platform known as Twitch, began in 2007 as Justin.TV Growth. to allow anyone to broadcast a video online. The original Justin.tv was a single channel featuring founder Justin Kan, who broadcast his life 24/7. By April 10, 2008, Justin.tv

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

ShepHyken

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. This week we feature an article by Julien Rio whos writes about the most common KPIs and how to understand them, select the right ones and how to improve them. – Shep Hyken.

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. Calls Answered Live, Escalation Rate, First Contact Resolution, and Call Volume).

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. 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.

Inspirational reads to teach business leaders resilience while surviving the spiraling pandemic

Tethr

In 2007, Howard Shultz emerged from his retirement to once again take the reins of the infamous Starbucks. When the going gets tough, the tough build resilience.

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. I immediately started hearing words I didn’t understand, and I’m sure my word choices created some confusion.

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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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3 Emotional States to Look Out for as an Interpreter

Certified Languages International

I certainly did not understand the emotional burden that interpreters carry when I began my journey in this industry in 2007. In early Mach before the lockdowns imposed by the COVID-19 pandemic began, I had the opportunity to attend the 2020 CHIA Conference in San Diego, CA.

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.

Bridging the Knowledge Gap in Field Service

TechSee

The Manpower Group surveyed approximately 40,000 employers about talent shortages and found that 45% of employers have difficulties with recruitment, the highest percentage since 2007.

6 Reasons to Invest in Bitcoin

CSM Magazine

Apple was the first to develop a smartphone, the iPhone, in 2007. Are you thinking of turning to cryptocurrency investment? Are you confused about which one to invest in? Don’t worry, most new investors are confused and find it difficult to navigate through the crypto world crowd.

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. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.”

People, processes & partnership: How Luminus shakes up the energy market using Hello Customer

Hello Customer

The heat is on because in 2007 the government liberalized the market making it a price-driven and competitive environment. Luminus is part of the EDF Group and is the second-largest energy supplier on the Belgian market. They serve 1.8