Eptica

FEBRUARY 6, 2019

Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China). For example, automotive and oil companies need to transform to deal with the rise of electric and autonomous vehicles, while banks face competition from nimble fintech upstarts.

Automotive 73

Automotive Best practices Banking Customer emotions 73

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Since 2008, customer experience has burgeoned and become a key element at many companies. For example, when response time to your ticket goes down, does customer satisfaction go up ?

Customer Experience 88

Customer Experience Metrics Surveys Engineering 88

Playvox

NOVEMBER 21, 2022

UserVoice popularized the concept in 2008, but now there are many providers of idea management software, used by companies like Spotify , Airbnb , and Microsoft. For example, if your quarterly goal is to decrease the churn of paying customers, you want to identify what missing functionality might be causing churn. A vote is a vote.

Engineering 52

Engineering Feedback Customer centricity Management 52

CSM Magazine

JUNE 18, 2020

The first commercial application of AR occurred in 2008 in the form of a BMW magazine ad readers could augment using a computer camera. In fact, 87% of respondents to a Harvard Business survey reported that they’re exploring, piloting, or currently deploying MR. Here are some of the MR trends you can expect to see in the next few years.

Real estate 52

Real estate Wireless Advertising outsourcing 52

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. Microsoft’s Zune debacle is a perfect example of this. To illustrate, let’s take the example of United Airlines’ reputation crisis. That’s a huge mistake.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Helpware

JULY 14, 2017

This should not only include customer satisfaction surveys, but numbers such as how many new e-mail conversations were started, average customer wait time and e-mail response time. Wufoo has pioneered this idea in 2008. For example, in 2008, when the recession first started, Starbucks had to get creative.

Customer Service 40

Customer Service Brand ambassadors Customer Support Wait times 40

Nicereply

MARCH 14, 2023

Through many real examples, this book gives plenty of actionable advice for succeeding as a support manager in a global and connected world. No amount of coaching, training, or quarterly feedback surveys will prevent it. Notable quote: “Being awesome at the job means playing the long game and building a reputation for excellence.

Management 98

Management Call Center Metrics Entertainment 98

Eptica

JULY 8, 2016

So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior.

Multichannel 50

Multichannel Self service Surveys Contact Center 50

Kayako

OCTOBER 29, 2015

A particular blog that went viral in 2005 was a more extreme example of outsourcing by AJ Jacobs, editor-at-large in Esquire. A great indicator of this is in 2008 odesk.com had 2,500 job postings 2,500 for “virtual assistant”, and by 2012 that number had risen to 25,000.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

ProProfs Blog

MAY 15, 2020

In lieu of this, a better solution for taking feedback to improve your CX is Surveys! While the most important thing about surveys is you can get specific feedback about every aspect of your CX efforts. Let’s have a look at some of the benefits of surveys. Benefits of Surveys. Broad Data Collection. User Retention.

Surveys 97

Surveys Customer Experience Feedback Best practices 97

JustCall

MAY 14, 2020

Customer Success was an unexplored area back during the 2008-2009 period of the global recession. For example, conduct webinars to highlight which particular features are currently more in demand. For example, a user shows more interest in SMS related services in the demo. It also activates the new users.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

Customer Success was an unexplored area back during the 2008-2009 period of the global recession. For example, conduct webinars to highlight which particular features are currently more in demand. For example, a user shows more interest in SMS related services in the demo. It also activates the new users.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

CSM Practice

JULY 6, 2020

Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis. The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. 2. Reduced Costs. and $0.27, respectively. Research Each Customer.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis. The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. 2. Reduced Costs. and $0.27, respectively. Research Each Customer.

SaaS 71

SaaS Upselling Accountability Sales 71

SharpenCX

FEBRUARY 4, 2020

In her book The Leader as a Mensch: Become the Kind of Person Others Want to Follow , Bruna Martinuzzi describes a 2008 study conducted by the Economist Intelligence Unit. Ask for feedback from your employees through anonymous surveys as well as in 1:1 conversations. Flexibility comes with experience.

Call Center 84

Call Center Management Coaching Contact Center 84

LiveChat

JANUARY 23, 2020

For example, yourwebsite.com/community. That’s why it’s easier to get such priceless information from inside the community instead of an email survey. One way to do this is by introducing gamification into your community, with the most active members gaining upgrades on their current plans of your product, for example.

Gamification 69

Gamification Feedback Education Entertainment 69

LiveChat

JANUARY 23, 2020

For example, yourwebsite.com/community. That’s why it’s easier to get such priceless information from inside the community instead of an email survey. One way to do this is by introducing gamification into your community, with the most active members gaining upgrades on their current plans of your product, for example.

Gamification 28

Gamification Feedback Education Entertainment 28

SmartKarrot

SEPTEMBER 18, 2020

Founded in 2008, it developed this AI-powered Chrome extension. Panorama Education, a data analytics company, focuses on surveys that measure school climate, teacher engagement, student satisfaction and other aspects in K-12 schools. The team designs the surveys (which can be taken securely via mobile) and administers them.

SaaS 21

SaaS Education Coaching Healthcare 21

NobelBiz

FEBRUARY 22, 2023

For example: Long average wait times can have a variety of causes, including insufficient motivation or productivity among agents. For example : Imagine calling a customer service and having to repeat, your name, information and nature of your problem. times longer. How to solve it? In the medium run, this strategy may be disastrous.

Call Center 52

Call Center Customer Service Brand ambassadors Average Handle Time 52

NobelBiz

MAY 17, 2022

For example: Long average wait times can have a variety of causes, including insufficient motivation or productivity among agents. For example : Imagine calling a customer service and having to repeat, your name, information and nature of your problem. times longer. How to solve it? In the medium run, this strategy may be disastrous.

Call Center 52

Call Center Customer Service Brand ambassadors Average Handle Time 52

ClearAction

MAY 28, 2015

Another example of micro response to customers: when a customer complains on Twitter, it apologizes and tweets out the happy news to counteract the bad press caused on social media. Q: So are customer surveys just a waste of time then? Q: Can companies turn their customer experience reputation around? A: Absolutely. A: Yes and no.

Customer Experience 110

Customer Experience Journey mapping Surveys B2C 110

aircall

JANUARY 6, 2021

Hints of economic decline can lead to a national recession, such as the Great Recession that occurred after the financial crisis of 2008. Call center analytics and customer satisfaction surveys will tell you whether any clients or categories of clients aren’t getting the attention they expect. Aim for first-call resolution.

Sales 62

Sales Banking Call Center Upselling 62

AWS Machine Learning

NOVEMBER 1, 2022

According to a Forbes survey , there is widespread consensus among ML practitioners that data preparation accounts for approximately 80% of the time spent in developing a viable ML model. To demonstrate the orchestrated workflow, we use an example dataset regarding diabetic patient readmission. DeShazo, Chris Gennings, Juan L.

Engineering 91

Engineering APIs Accountability industry solution 91

ClearAction

AUGUST 21, 2016

Another example of micro response to customers: when a customer complains on Twitter, it apologizes and tweets out the happy news to counteract the bad press caused on social media. Q: So are customer surveys just a waste of time then? Again it’s about the brand, not the customer. A: Absolutely. What do you see ahead for 2015?

Customer Experience 54

Customer Experience Journey mapping Surveys B2C 54

C Space

JUNE 1, 2020

In 2008, folks lost jobs … and they found us. And I think that’s some of what we’re planning for as we take a look into our crystal ball at back half of the year and 2021,” Dollar Tree Chief Executive Gary Philbin said, referring to the 2008-2009 financial crisis. Dollar Tree’s first-quarter sales rose 8.2% billion. “As

Automotive 52

Automotive Advertising Sales Marketing 52

Netomi

JANUARY 5, 2022

Our favorite content from Annette : Unified CX: Real World Examples. In 2008, Eliason, as part of the team selected to address the issues, created the Twitter account @ComcastCares and began directly responding to customer complaints. 3 Reasons You Don’t Need a Survey to Listen to Customers. Proactive or Reactive CX?

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Branch Mesenger

FEBRUARY 20, 2019

These are but a few high level examples of Amazon’s influence." While eCommerce in the United States inches just past 12%, China is an example of what the industry looks like when 38% of its citizens shop that way. This is yet a contemporary example of what some of the shuttered Sears locations can turn into. And of the 325.7

Real estate 48

Real estate Construction Sales Education 48

Amity

OCTOBER 31, 2016

We’ve had a customer support team right from the founding of the company in 2008 and from the start, our support team has been wowing customers with their dedication and passion. We’ve actually been around for a few years, dating back to 2008. Here's a great example. Uberflip is not your typical startup story.

Coaching 0

Coaching Engineering Upselling Marketing 0

ijgolding

MARCH 7, 2016

energy company satisfaction survey for the sixth year running. In 2008, Woolworths left a huge hole in high streets all over Britain – it had completely failed to remain relevant to the consumer and ceased to be a viable business. Additionally, Npower also came bottom of the annual Which?

Morale 64

Morale Customer Experience Customer centricity Marketing 64

Tethr

MARCH 26, 2019

For me, Amazon Prime is a great example—it’s so incredibly easy ( especially when things go wrong) and phenomenally sticky and woven into my life. Historically, organizations have relied on surveys to help them spot these trouble spots. Even a highly negative response to the CES question on a survey won’t tell the whole story here.

Customer effort 48

Customer effort Wireless Airlines Banking 48

Comm100

DECEMBER 22, 2016

For example, if a customer can’t navigate your website to get your phone number, or feels that contacting you through email is inefficient, then he or she will likely walk away with a negative impression of your customer service as a whole. A great example of omni-channel excellence is the fast food giant, Chipotle.

Customer Service 35

Customer Service Benchmark Multichannel CRM 35

SmartKarrot

MAY 11, 2021

Izosimov in 2008 for an article in Harvard Business Review, hypergrowth means ‘the steep part of the S-curve that young industries experience that sets them from losers.’. For example: Slack is a highly innovative product that has changed internal collaboration and made it intuitive for teams globally. What is Hypergrowth?

Customer centricity 10

Customer centricity SaaS Upselling Metrics 10

Nicereply

JUNE 20, 2019

This is even further proved by another survey by Forrester which revealed that the revenue growth of customer experience leaders is 5.1 Previously, it was permissible to deal with customers over the phone for every issue they have, however that’s so 2008. times that of laggards. Virtual and Augmented Reality.

Marketing 77

Marketing Chatbots B2C Self service 77