Social Customer Service… Then and Now

Contact Center Pipeline

World,” June 2009). Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0

Social Customer Service: Lingering Issues to Overcome

Contact Center Pipeline

Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels.

Teleopti Foresees a Continuous Growth During Q2

teleopti

Teleopti foresees a continuous growth during Q2 and for the foreseeable part of 2009, as long as we serve our customers well. And we will support our customers well

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Delivering Service That Soars

Chip Bell

who served as NASA Administrator from 2009 until he retired in 2017. He was appointed NASA Administrator by President Obama in 2009. Over the holidays my wife and I visited the U.S.S. Intrepid, an aircraft carrier docked in the Manhattan harbor. The museum on the deck of the ship houses the space shuttle, Enterprise. Nearby is a tribute to Charles F. Bolden, Jr. It could be a simple historical story. But, it a story of major achievement over enormous odds with a surprise factoid.

Outrageous – You’re Paying The Same For Less!!

Beyond Philosophy

In fact, the numbers show that since 2009, the rate of shrinkflation has been growing at a “staggering pace.” When you realize that something you buy often has gone up in price, how do you feel?

Make This Small Change For Big Results

Beyond Philosophy

Thaler and Sunstein, 2008, 2009). We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision.

How working from home changed the way I help others

Liveops

In fact, Sharon had not only an entire career before joining Liveops Nation in 2009, she was a leader in creating some of the nation’s first outsourced call centers in the 1980s. Sharon: When I came to work with Liveops in 2009, I thought it would be for a short time.

Amazing Business Radio: Scott Walker

ShepHyken

Before founding ethosIQ in 2009, he worked with companies like Apple, Microsoft, Ticketmaster, and Nike. Leveraging Customer Data In Real Time. Focusing on Business Intelligence and Customer Experience.

The Most Unlikely Source Is Blocking Contact Center Transformation

Call Center Coach

The quality of leadership is one of the most important predictors of an organization’s future success (Peterson, Walumbwa, Byron and Myrowitz 2009). Change is hard, especially in the contact center industry.

4 Powerful Rules to Create Employee and Customer Word-of-Mouth Programs That Work

Beyond Philosophy

For instance, a 2009 social media use study by MarketingSherpa found that, among customers, learning about special offers and sales was a prime motivator for consumers to connect with companies through social media. Michael Lowenstein, Ph.D.,

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Amazon Backs Out Of New York City

Branch Mesenger

Retail Sales Biggest Drop Since 2009. ?? Retail sales drop the most since September 2009 | Via: cnbc.com. percent, the largest decline since September 2009 when the economy was emerging from recession.

VW To Buy Back Cars And Learns Cost Of Lying

Beyond Philosophy

This buyback agreement, described by Reuters as a framework deal, includes the Jetta Sedan, the Golf compact and the Audi A3 models sold since 2009. The latest in the “Hoaxwagen” scandal reveals the price you pay for lying to consumers. Hint: it’s not cheap!).

Making emotional connections with customers is key to excellent NPS and VOC results

Robert Davis

In The New York Times, Stephanie Rosenbloom explained why footwear sales in October 2009 reached $1.5 By Brad Baumunk, President and COO, Robert C. Davis and Associates.

Military Experience and Love of People Lead to Success for Irving Williams

Sykes

Shortly after starting at SYKES in 2009, Irving enlisted in the Navy Reserves. Irving Williams credits two things for his rise from call center agent to site director at the SYKES Malvern call center: The first is that he is good at call center work.

Amazing Business Radio: Scott Walker

ShepHyken

Before founding ethosIQ in 2009, he worked with companies like Apple, Microsoft, Ticketmaster, and Nike. Leveraging Customer Data In Real Time. Focusing on Business Intelligence and Customer Experience.

Who Owns Customer Service?

ShepHyken

In 2009 they paid $5.1 Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. So, I thought it would be nice to own the domain name CustomerService.com.

Power Countless Customer Experiences with inContact

inContact

Our customer, Hoveround Corporation , a leading provider of power chairs, electric scooters and other mobility solutions, chose inContact for its inbound contact center solution in 2009.

Customer Experience Articles

ClearAction

1 2009 Customer Experience Maturity Monitor, Peppers & Rogers Group. 2 2009 Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand, Aberdeen Group. 3 2009 Customer Experience Management Benchmark Study, Strativity Group.

Guest Blog: Experience Will Set Direct-to-Consumer Brands Apart. Convenience Won’t.

ShepHyken

A study from 2009 in the journal Psychology & Marketing revealed that when people cannot easily determine which option is preferable, they are more likely to leave a store empty-handed.

Guest Blog: In the CX world, tracking these metrics is a way of life!

ShepHyken

seconds in 2009! This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage.

SmartAction Responds to Aggressive Adoption of its AI Virtual Assistant Solution for Call Centers, Appoints Brian Morin as Chief Marketing Officer

SmartAction

What started as an AI experiment back in 2002, SmartAction found its way to market in 2009 to automate the repetitive conversations handled by live agents – the front line where AI technology is finding its way into the marketplace,” said Tom Lewis, CEO, SmartAction. “On

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Meet the CallSource Team: An Interview With Adam Kottler

CallSource Insights

I started working for CallSource in January of 2009. Each month, we sit down with a CallSource employee to get to know them and their role a bit more. Name: Adam Kottler. Title: Strategic Partner Manager. When did you start working for CS?

These 3 Organizations Are Dedicated to Language Preservation

Certified Languages International

Part technology, part educational tool, 7,000 Languages began in 2009 as part of Transparent Language’s Heritage and Endangered Languages Preservation Program (H.E.L.P.P.) , and has since blossomed into its own nonprofit organization. Language is something most of us take for granted.

Founder of Customer Services Audit, and Creator of Snapshotz™ Online Makes Guest Appearance

Taylor Reach Group

Since establishing Snapshotz™ Online in 2009, the Contact Center audit tool has become the largest single database of contact center best practices on the planet! We recently had the opportunity to host the founder of Customer Services Audit and creator of Snapshotz™ Online , Deepak Selvaratnam , at Taylor Reach Group’s Headquarters, for a cheese and wine reception.

Guest Blog: Instant Customer Service – Just Add Text Message

ShepHyken

He did – and in 2009 Zingle was born as the first two-way, business-and-customer communication platform. This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight.

5 Reasons Why Social Media Is Critical for Great Customer Service

Win the Customer

Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%.

Making emotional connections with customers is key to excellent NPS and VOC results

Robert C. Davis and Associates

In The New York Times, Stephanie Rosenbloom explained why footwear sales in October 2009 reached $1.5 By Brad Baumunk, President and COO, Robert C. Davis and Associates. Recently I read an article by Toma Kulbyte entitled “32 Customer Experience Statistics You Need to Know for 2018” ( [link] ). In addition to all of the statistics she quotes, I particularly like her definition of CX: “Customer experience is your customers’ perception of how the company treats them.

The Key To Uber’s Longevity Is Driver Loyalty

The Center for Client Retention

Uber was founded in 2009. Essentially, it is a software company providing a service: an efficient and user-friendly way of transporting passengers from one place to another in an automobile. Uber is an app – nothing more. Without drivers and their cars, Uber would not be able to function.

Perseverance Through Rapid Change: EPIC Connections Celebrates 15 Years of Success as a Mainstay in Contact Center Consulting

EPIC Connections

In 2009, EPIC responded to our clients’ interest in cloud contact center technology and began partnering with cloud providers in January of 2010.

Best Telemarketing Companies Focus on Their Niche

Quality Contact Solutions

QCS has been working with this client on an on-going basis since 2009. By Angela Garfinkel, President. The best telemarketing companies understand the niche they serve and define their growth strategy to deliver the highest performance in that niche.

John Oechsle: How Do You Spell CRM Evolution? With 4 C’s

Bill Quiseng

In 2006 and in 2009, John was awarded the Technology Executive of the Year, and the Titan of Technology awards by the CTA. This week’s post is from Swiftpage CEO John Oechsle.

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The Importance of Communication to the Omnichannel Experience

CX Journey

He did - and in 2009 Zingle was born as the first two-way, business-and-customer communication platform. Image courtesy of Pixabay Today I'm pleased to share a guest post by Ford Blakely , founder and CEO of Zingle. According to Google , 98% of Americans switch between devices in the same day.

The Future of Customer Experience Calls Urgently for a Significant Shift

ClearAction

This is after 10 years — since the 2009 economic downturn — when companies began investing heavily in CXM technologies and teams. The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker.

Scouting Report: Robots Are in Your Contact Center’s Future

DMG

DMG initiated coverage of DA in 2009 when we issued our first report on what was an emerging IT sector at the time. 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. I would like to receive the monthly DMG Newsletter. Name This field is for validation purposes and should be left unchanged. Close. Scouting Report: Robots Are in Your Contact Center’s Future.

Transform or Die! Business Transformation is No Longer Optional

ijgolding

In the UK, retailers have been struggling with this concept since the demise of 100-year-old Woolworths in 2009. We live in a business world full of disruption.

How NOT to survive in a disrupted world – the case study of UK retailer, FatFace

ijgolding

In the UK, retailers have been struggling with this concept since the demise of 100-year-old Woolworths in 2009. The word ‘disruption’ is one of the most commonly used with reference to business and commerce around the world today.

Site Selection for Your Contact Center

Taylor Reach Group

This post was published in 2009 and updated in 2018. By: Colin Taylor, CEO & Chief Chaos Officer. Finding the near perfect place to put your new Call Center or Contact Center can be a daunting task. It becomes far less onerous with a well thought out plan that embraces all the factors affecting your decision. In this post, I am going to explain what to do in terms of selecting the site location of your Contact Center.

Social Customer Service Rankings: Where Do You Stack Up?

Chad Schaeffer

In May of 2009, 8 years later, I remember working with one of the world’s largest consumer packaged goods companies and for the first time talking about adding social media support to the contact center.

Book Review – Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation

ijgolding

I first met Martin at a customer service conference in 2009 – his knowledge, passion and expertise is infectious – his collaboration with Carolyn has produced a resource that is a ‘must-read’ in my opinion.

Customer Perceived Value: Understanding What Appeals to the Consumer

aircall

According to 2009 Cornell University research, consumers are less likely to make purchases when menu options include monetary symbols, such as $ or €, or monetary value words, like dollars or pounds. Consumers don’t purchase products primarily for their functions. In fact, function is simply a means to deliver what a customer really wants: benefit. A customer buys a product for the perceived benefit he will gain from it.

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