Fonolo

MAY 16, 2019

Zappos is a great example of a company that has built a brand with world-class customer service. The mega-brand hit $1 billion in annual sales in 2008 and was sold to Amazon for $940 million in 2009. There are countless articles about this gesture, and the goodwill it generated for Zappos is arguably priceless.

Marketing 124

Marketing Customer Service Advertising Customer retention 124

Fonolo

JULY 10, 2019

Customers came to MEC stores to buy the best hiking, rock climbing, and back-woods skiing gear. Back in 2008, then CEO David Labistour looked at the tea leaves and saw that “the times they were a-changin.’” While MEC’s co-op status is unique, companies are short-sighted if they focus solely on just meeting short-term revenue goals.

Healthcare 103

Healthcare Call Center Self service Engineering 103

ClearAction

AUGUST 21, 2016

If It’s Called Customer Experience, Why Is It All About the Brand? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Janice Cuban. See the math problem here? A: Absolutely.

Customer Experience 54

Customer Experience Journey mapping B2C Surveys 54

Lumoa

JANUARY 2, 2022

The Net Promoter Score® (NPS) framework is the most commonly used survey methodologies globally and is upheld as the gold standard for customer experience metrics. Depending on their response, customers fall into one of these three categories used to establish an NPS score. First, respond to customer complaints faster.

Feedback 78

Feedback Surveys Customer centricity Customer retention 78

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

Customer centricity 78

Customer centricity Airlines Metrics Feedback 78

ijgolding

FEBRUARY 5, 2018

Apart from being a lovely chap, like many people in the global Customer Experience (CX) community, he is as passionate and enthused about developing knowledge and education around CX competencies as I am. Was HP a customer focused organisation at that time? Is it really possible to measure customer culture?

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105

SharpenCX

NOVEMBER 26, 2019

New research alert: The stats are in – all this talk about “happy employees, happy customers” isn’t fluff. In August, Glassdoor released a decade of research linking employee and customer experience. From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

New research alert: The stats are in – all this talk about “happy employees, happy customers” isn’t fluff. In August, Glassdoor released a decade of research linking employee and customer experience. From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

Talkdesk

AUGUST 19, 2016

The header on the Amazon job board website is a quote from Bezos: “It’s our job every day to make every important aspect of the customer experience a little bit better.”. Amazon clearly does this by catering to each aspect of the customer experience, from an easy to use website to achieving an 87% customer satisfaction rating.

Customer Service 41

Customer Service Customer centricity Accountability Call Center 41

ijgolding

MARCH 7, 2016

I am still regularly asked if this ‘Customer Experience thing’ is really a ‘thing’ at all. All three highlight what can happen if ‘the customer’ is not core to the strategy of a business. Just today, three prominent stories have hit the business pages in the UK.

Morale 64

Morale Customer Experience Customer centricity Marketing 64

Talkdesk

AUGUST 19, 2016

The header on the Amazon job board website is a quote from Bezos: “It’s our job every day to make every important aspect of the customer experience a little bit better.”. Amazon clearly does this by catering to each aspect of the customer experience, from an easy to use website to achieving an 87% customer satisfaction rating.

Customer Service 40

Customer Service Customer centricity Accountability Call Center 40

CX Journey

FEBRUARY 4, 2016

This quote is an abbreviated version of what Warren Buffet said to Charlie Rose in an interview about the financial meltdown of 2008: Charlie Rose asked: “Should wise people have known better?” We see this when it comes to customer experience. They do all that in hopes of attracting more customers, of growing the business.

Advertising 42

Advertising Customer centricity Engineering Customer Experience 42

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. When used with care, idea portals can be a fantastic source of customer feedback, and it’s a positive customer experience when your users feel like they have a voice.

Engineering 52

Engineering Feedback Customer centricity Surveys 52

Nicereply

DECEMBER 3, 2019

In late 2008 Malcom Gladwell published his book Outliers: The Story of Success. Great customer service agents are able to understand when these unusual situations arise and are quick to come up with workarounds or other creative ways to still provide a great customer experience. Remember, this is only temporary.

Customer Service 74

Customer Service Metrics Customer Support Construction 74

The Petrova Experience

FEBRUARY 9, 2023

Digital technology powers employee experience on the inside to deliver seamless, intuitive experience to customers on the outside. So, when you are creating Customer Experience Programs, you must plan and budget for the time and resources technology teams have to commit. Let’s break down how failure happens.

Airlines 40

Airlines Technology CRM Customer Experience 40

SmartKarrot

MAY 11, 2021

Hypergrowth is a phase of rapid expansion where companies experience a compound annual growth rate or CAGR of 40 % or higher. 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.’. Customer Centricity.

SaaS 10

SaaS Customer centricity Upselling Metrics 10

Satrix Solutions

JANUARY 4, 2018

As the founder of a customer experience consulting firm, I admit to having a love-hate relationship with free or low-priced survey tools. That’s because I believe every company should be practicing customer-informed decision making. Imagine a CEO who truly wants to improve the customer experience.

Surveys 60

Surveys Government B2B Feedback 60

CSM Magazine

MARCH 7, 2025

Excellence in customer service design is more important than ever in todays competitive landscape, where customer experience can make or break a brand. The A’ Sales, Contact Center, and Customer Service Design Award has positioned itself as a global benchmark for recognizing and celebrating innovation in this field.

Contact Center 52

Contact Center Sales Customer Service contact center solutions 52