Beyond Philosophy

MAY 17, 2016

In preparation for Customer WinBack , my 2001 book on customer loss and recovery co-authored with Jill Griffin, we conducted original research among purchasing agents and sales/marketing managers to better understand the essential value delivery perceptual differences between customers and suppliers.

Customer advocacy 186

Customer advocacy Consulting Consulting Sales 186

Beyond Philosophy

DECEMBER 2, 2021

I still remember back in 2001 when Cadillac used Rock and Roll by Led Zeppelin in their commercial. Consider how firms leverage nostalgia. In some cases, the nostalgia creates a halo effect. For example, car commercials use songs that appeal to their target customers.

Entertainment 221

Entertainment Construction Consulting Consulting 221

ShepHyken

FEBRUARY 18, 2024

Clarke’s 2001: A Space Odyssey, directed by Stanley Kubrick, introduced us to HAL 9000, a computer that communicated like a human … and against its crew. Will AI Take Over Customer Service? by Shep Hyken (Enghouse Interactive) The future is now. Science fiction has become reality. Back in 1968, almost five decades ago, Arthur C.

Customer Service 164

Customer Service Gamification Customer retention Customer Experience 164

Beyond Philosophy

JUNE 1, 2023

When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere.

Accountability 195

Accountability Call Center Education Consulting 195

PeopleMetrics

AUGUST 31, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. This is an excerpt from Listen Or Die by Sean McDade, PhD. Click here to download the book. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Customer Service 117

Customer Service Consulting Consulting Analytics 117

Inbenta

JUNE 16, 2020

Ilem was founded in 2001 and specializes in digital and managed services to help enterprises digitalize their business. They are headquartered in Switzerland, and also have offices in France and Morocco. Collaboration Success Story: CERN.

Chatbots 95

Chatbots Enterprise Technology Management 95

Beyond Philosophy

JANUARY 27, 2022

Reichheld also wrote that according to Bain’s 2001 Survey of Management Tools, one in every five users reports that CRM initiatives not only fail to deliver profitable growth but damage long-term customer relationships.

CRM 195

CRM Consulting Consulting Quality management 195

Avoxi

SEPTEMBER 28, 2018

Since 2001, AVOXI has helped businesses find the best toll free number pricing around the world. This 800 number price guide was originally posted in May 2017.

72

72

PeopleMetrics

JUNE 4, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Have questions about a B2B or B2C VoC program? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

B2C 122

B2C B2B Real estate Airlines 122

PeopleMetrics

MAY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Use these tips to foster better communication and create a positive employee experience in difficult times. About the Author. As CEO, he guides the company’s vision and strategy.

Best practices 116

Best practices Customer centricity Feedback Consulting 116

Momentum Telecom

JUNE 30, 2021

We’ve been serving customers since 2001. We go through a unique, detailed discovery process. We determine the right solution, often uncovering things no other service provider asks about. Why Choose Momentum? We have a 20-year track record of helping our clients and partners succeed.

Marketing 98

Marketing Sales Management Technology 98

PeopleMetrics

APRIL 9, 2018

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. So why does the transition from market research to customer experience come so naturally to CX professionals?

Marketing 70

Marketing Advertising Feedback Consulting 70

ijgolding

JUNE 22, 2015

I was invited to speak by an ex colleague who I had not seen since 2001!!! In 2001, John launched Appliances Online, the group’s first website selling white goods. I had the pleasure of delivering a keynote speech at an event for a financial services company on Thursday. It was all made possible due to the power of social media.

Personalization 83

Personalization Feedback Customer Service Customer Experience 83

Spearline

MARCH 24, 2022

862, PESQ arrived in 2001. It may be due to the utility nature of a person-to-person phone call, but with the advent of multi-party conferencing and collaboration, audio quality has become much more critical. Perceptual Evaluation of Speech Quality, PESQ, provides a more objective, scientific approach. Otherwise known as ITU-T P.862,

Telecommunications 97

Telecommunications voip Government Quality management 97

PeopleMetrics

JUNE 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Gearing up to reopen? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy.

Surveys 120

Surveys Feedback Consulting Consulting 120

Jon Arnold

MAY 6, 2021

You might be surprised to know that Five9 started in 2001, so this isn’t exactly a startup with wheels or a unicorn with hardly any revenues. So much more to talk about, and before I close off with some screenshots that can be shared, the intangibles of leadership have a lot to do with their success.

Contact Center 97

Contact Center Virtual Agent Chatbots Enterprise 97

SmartAction

DECEMBER 15, 2021

The early 2000s recession affected the US from March 2001 to November 2001 and led to a decline in participation in the workforce. Below you’ll find a graph with data regarding the topic beginning in 1990 (when the global labor force participation began to show a steady decline) and now. In January of 2000, 67.3%

Contact Center 79

Contact Center Virtual Agent Agent burnout Self service 79

PeopleMetrics

FEBRUARY 20, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Thinking about switching to VoC? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Feedback 94

Feedback Surveys Consulting Consulting 94

Nuance

DECEMBER 26, 2019

We’ve seen it become sentient in 2001: A Space Odyssey, enslave mankind in The Matrix, and take over the world in The Terminator. Cinema hasn’t given AI the best image over the years. It’s no surprise that people worry about AI taking over our jobs.

Enterprise 59

Enterprise Chatbots Contact Center 59

PeopleMetrics

AUGUST 21, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. For more about measuring CX in transactional surveys (plus a bonus checklist), complete the form below: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Surveys 82

Surveys Banking Accountability Consulting 82

PeopleMetrics

SEPTEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Ready to collect feedback at every touchpoint? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Feedback 91

Feedback Interactive Voice Response Surveys Contact Center 91

PeopleMetrics

MARCH 1, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: T he Importance of Aligning CX with Marketing.

Finance 97

Finance Feedback Consulting Consulting 97

Toister Performance Solutions

JULY 14, 2022

For example, Enron was an energy company that made headlines in 2001 for massive accounting fraud. They help define the service culture and guide employees when they’re faced with a tough decision. There's one really big caveat: proclaiming a certain value does not make it true.

Accountability 107

Accountability Marketing Customer Service 107

PeopleMetrics

MARCH 4, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Ready to close the loop? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy.

Feedback 83

Feedback Consulting Consulting Marketing 83

Maru Group

FEBRUARY 7, 2022

The distrust stems from the 2001 Corralito policies in Argentina restricting people’s ability to withdraw cash from their accounts. The desire to leverage BNPL solutions helps offset significant inflation as high as 50% in Argentina, low living wages, and a general distrust of banks.

Personalization 89

Personalization Banking Marketing Sales 89

CSM Magazine

JUNE 30, 2021

Founded in 2001, in the West Midlands, UK, as a manufacturer of leisure machines for the hospitality industry, Intouch Games launched its first mobile casino games in 2006. AI chatbot handles peaks and supports business growth.

Chatbots 105

Chatbots Self service Interactive Voice Response Accountability 105

PeopleMetrics

MAY 28, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Set up RCA today! Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy.

Best practices 87

Best practices Consulting Consulting Analytics 87

PeopleMetrics

MARCH 26, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: Don't Limit Feedback Opportunities.

Feedback 85

Feedback Surveys B2B Call Center 85

Nuance

DECEMBER 26, 2019

We’ve seen it become sentient in 2001: A Space Odyssey, enslave mankind in The Matrix, and take over the world in The Terminator. Cinema hasn’t given AI the best image over the years. It’s no surprise that people worry about AI taking over our jobs. But in reality, there are a lot of human capabilities [.]

Enterprise 52

Enterprise Chatbots Contact Center 52

PeopleMetrics

JULY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Add video to your surveys! Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Surveys 71

Surveys Consulting Consulting Feedback 71

PeopleMetrics

DECEMBER 27, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Need help wrangling internal stakeholders? Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Telecommunications 81

Telecommunications APIs Analytics Feedback 81

PeopleMetrics

JUNE 8, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Set up a recognition program today! Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Brand ambassadors 77

Brand ambassadors Employee engagement Morale Customer centricity 77

PeopleMetrics

FEBRUARY 2, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. When the book is out, we'll also be doing a video about each one of the 40 lessons. Look out for more CX Secrets videos soon, and the book release in early 2018!

Consulting 69

Consulting Consulting Feedback Analytics 69

PeopleMetrics

JULY 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. No bad surveys. Contact PeopleMetrics: About the Author. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy.

Surveys 71

Surveys Consulting Consulting Analytics 71

PeopleMetrics

MARCH 12, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: CX Leaders Shouldn't Focus on Managing Feedback Systems.

Benchmark 69

Benchmark Feedback Metrics Best practices 69

City Communications

MARCH 4, 2024

City Communications has been doing this and more since 2001. Compliance and Security : CIOs require telecom agents to recommend solutions that comply with regulatory requirements and prioritize data security to protect sensitive information.

Technology 52

Technology Customer Support 52

Callminer

FEBRUARY 21, 2018

His journey with Terminix began as a summer job in 1996, and ultimately became a full-time career in 2001. @TerminixTriad. Burn Blackwell is the President & CEO of Terminix Triad. He is a proud 4 th -generation owner and operator of the Blackwell family in Terminix Triad.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210