ShepHyken

APRIL 25, 2023

I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner.

Sales 270

Sales Customer Service Marketing Personalization 270

Beyond Philosophy

NOVEMBER 15, 2019

1 November 2011. 14 February 2011. Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: Rocheleau, Matt. Whole Foods opens in Jamaica Plain” www.bostonglobe.com. 28 October 2019. < < [link] > Anderson, Rob. Resolved: Whole Foods Isn’t as Expensive as People Think It Is.” Boston.com. 28 October 2019. <

Construction 301

Construction Consulting Consulting Airlines 301

Beyond Philosophy

JULY 23, 2019

User Privacy concerns came to a head in 2011, when the Federal Trade Commission (FTC) accused them of not upholding their privacy policy of sharing private information publicly. Facebook has a series of scandals over the years, going all the way back to 2007.

Consulting 225

Consulting Consulting Accountability Sales 225

ShepHyken

JANUARY 25, 2017

For those that may not know what Dollar Shave Club is, it was started by Michael Dubin and Mark Levine in 2011. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. Currently there are more than 23 million views!)

Customer Service 232

Customer Service Sales Customer Care 232

Beyond Philosophy

JANUARY 18, 2016

Back in 2011, right after the huge bailout American taxpayers gave Bank of America (B of A) and other large financial institutions deemed “too big to fail”, the bank announced they would charge a $5 monthly fee for debit cards. The family changed cable companies and is now much happier with their service!

Airlines 274

Airlines Entertainment Banking Consulting 274

Contact Center Pipeline

NOVEMBER 20, 2019

Every November since I began writing this column in Contact Center Pipeline in 2011, I’ve written about veterans and veterans’ issues in the customer service profession. As a veteran myself, and a veterans’ advocate, it was something I wanted to do. But for this November issue, I’m doing something different.

Contact Center 145

Contact Center Customer Service Call Center Marketing 145

ShepHyken

SEPTEMBER 10, 2021

Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. .

Customer Experience 261

Customer Experience Advertising Employee engagement Sales 261

Steve DiGioia

NOVEMBER 7, 2016

According to an American Express 2011 Survey, 3 in 5 Americans (59%) would try a new brand or company for a better service experience. “They’re too demanding; always have something negative to say and they look for discounts”. Well, have you ever tried to be your own customer?

Customer centricity 230

Customer centricity Surveys Customer Experience Feedback 230

Beyond Philosophy

SEPTEMBER 6, 2018

Consider this Black Friday video taken outside Urban Outfitters in 2011: Scarcity as a Marketing Tactic. Goldsmith says that scarcity gives people the sense that there is a limited amount of pie and you have to make sure you get yours first. It reminds me of the Black Friday behavior you see when people hurtle through the doors.

Marketing 53

Marketing Transportation Customer emotions Consulting 53

Beyond Philosophy

NOVEMBER 4, 2014

29 July 2011. “The Simple Way to Minimize Buyer’s Remorse.” www.neurosciencemarketing.com. 16 July 2013. 19 August 2014. < < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 19 August 2014. < < [link].

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

ShepHyken

MARCH 21, 2017

She was named 2011/2012 Professional Woman of the Year by the National Association of Professional Women. About: Diana Oreck is a nationally and internationally recognized, results-driven, creative, senior executive with 30 years’ experience in the hospitality industry.

Consulting 202

Consulting Consulting Employee engagement Customer Service 202

Contact Center Pipeline

FEBRUARY 3, 2022

On August 20, 2011, guitarist, singer, songwriter, actor and television host Glen Campbell released his sixty-first album entitled Ghost on the Canvas. It was intended to be Campbell’s final studio album following his being diagnosed with Alzheimer’s Disease.

130

130

ShepHyken

DECEMBER 30, 2016

This was 10 percentage points higher as compared to a similar survey conducted in 2011. For instance, a study conducted by Nielsen in 2014 indicated that 55 percent of customers are more likely to pay more for services and goods from companies that have a positive environmental and social impact.

Surveys 218

Surveys Accountability Management Customer Service 218

ShepHyken

MARCH 18, 2024

My Comment: Last week, Freshworks shared an article from an interview we did earlier this year.

Customer Service 213

Customer Service Government Customer centricity Customer Experience 213

teleopti

OCTOBER 9, 2018

million for the full year 2011; increasing 10.6 % compared to the full year 2010. January 1, 2011 Teleopti changed the revenue recognition method regarding annual maintenance and upgrade subscriptions to recognition over the contract period according to IFRS. Teleopti reported total revenue of EUR 14.4 million, compared to EUR 0.3

48

48

CX Accelerator

FEBRUARY 6, 2019

For those not familiar, the idea of "Next Issue Avoidance" was introduced as part of "The Effortless Experience " in 2011. It was "Next Issue Avoidance" and how support leaders are bringing this critical concept to life. It means resolving the customer's implicit issue(s) as well as their explicit issue(s).

Contact Center 206

Contact Center B2C B2B Metrics 206

CCNG

OCTOBER 19, 2022

Oracle, 2011) Businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%. Oracle, 2011) Customers who had a very good experience are 3.5x Oracle, 2011) 79% of consumers who complained are still not happy with the way their complaints are handled.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Beyond Philosophy

JANUARY 15, 2022

Not only that, but a recent report from the American Customer Satisfaction Index (ACSI) suggests that only 30 percent of companies tracked by ACSI improved their score—since 2011. That means that 70 percent of companies either had flat results or saw a decline in customer satisfaction.

Customer Experience 170

Customer Experience CRM Consulting Consulting 170

Contact Center Pipeline

DECEMBER 20, 2017

The senior population has been a fast-growing customer segment since the first wave of baby boomers turned 65 in 2011. This year, the number of seniors topped 50 million, and the U.S. Census Bureau projects it to reach over 70 million in the next 25 years. In a fast-paced world, where conversations can be distilled […].

Contact Center 100

Contact Center Call Center Customer Service 100

AWS Machine Learning

JUNE 15, 2022

If you want to enhance the heatmap further, you can slice the data to only show reviews prior to 2011. Add one line of code to your custom visualization: # Table is available as variable `df` import altair as alt df = df[df.reviewTime_year < 2011] # Takes first 1000 records of the Dataframe df = df.head(1000). mark_rect().encode(

Engineering 94

Engineering Advertising Enterprise Scripts 94

24-7 InTouch

FEBRUARY 13, 2024

Beliveo was founded in 2011, and has a focus on providing scaled operations to global brands from Mexico. “We strongly believe in developing strong community roots to make our people feel valued, supported, and encouraged, knowing that they can do more than they ever thought possible”.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

Customer Experience Matters

MAY 10, 2018

We’ve come a long way since we had the first CXPA event at Fenway Park in 2011. As alway, it was a great event; there’s almost nothing better than a group of enthusiastic CX professionals! The Overall Storyline My speech was entitled The Past, Present, and Future of CX(PA).

Customer Experience 81

Customer Experience 81

PeopleMetrics

AUGUST 25, 2014

In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience.

Customer centricity 124

Customer centricity Brand ambassadors Feedback Best practices 124

Concentrix

JANUARY 17, 2019

The Golden Peacock HR Excellence Award, introduced in 2011, The post Golden Peacock Win in HR appeared first on Concentrix. Concentrix wins prestigious Indian award Mumbai, India – Concentrix won the Golden Peacock HR Excellence Award!

72

72

Customer Experience Matters

DECEMBER 6, 2017

Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011.

Metrics 76

Metrics Surveys Customer Experience Best practices 76

PeopleMetrics

AUGUST 18, 2014

In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience.

Brand ambassadors 112

Brand ambassadors Customer Experience Customer centricity Feedback 112

PeopleMetrics

AUGUST 11, 2014

In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience.

Brand ambassadors 112

Brand ambassadors Customer Experience Customer centricity Feedback 112

ShepHyken

MARCH 31, 2018

According to Bain and Company, research from 2011 indicates that when brands engage or respond to customer requests over social media, those customers spend 20-40% more on average. It blurs the lines between customer service, marketing, and even sales. Social Proof.

Marketing 222

Marketing Customer Service Airlines Self service 222

Taylor Reach Group

MAY 18, 2018

This post was published in 2011 and updates in 2018. What suggestions would you add to the list above? Let us know in the comment section below and will publish an updated list in the future.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

TechSee

MAY 7, 2019

The prevalence of consumer returns of non-defective electronic devices represents a massive pain point for brands and retailers, with Accenture reporting back in 2011 that 68% of all consumer electronics (CE) returns fall under the umbrella of No Fault Found (NFF), situations when an item is returned despite functioning properly.

Surveys 107

Surveys Entertainment Education Self service 107

Avaya

OCTOBER 10, 2016

In 2011, we prioritized speed to market over ensuring quality, resulting in an NPS in the low 20s. I joined Avaya in November 2011 to address this untenable situation. Raising an NPS isn’t easy. Avaya knows the effort and investment it takes to make even the most incremental improvements.

Benchmark 78

Benchmark Best practices Metrics Coaching 78

Taylor Reach Group

JULY 4, 2018

This post was created in 2011 and updated in 2018. Please feel free to reach out by phone (866-334-3730) or email (ctaylor@thetaylorreachgroup.com) and we can set up a free, no obligation, one-hour consultation meeting.

Consulting 109

Consulting Consulting Contact Center Call Center 109

ConvergeOne

NOVEMBER 11, 2021

Since 2011, ConvergeOne has received 30 awards from Cisco, which speaks to the enduring strength of our partnership. We truly believe that we are in this transformation together, and we want to stay engaged throughout the life of our customers’ contracts.

Customer Experience 80

Customer Experience Marketing Technology Management 80

Chip Bell

APRIL 9, 2019

It was an Iceland-based airline founded in 2011 that promised a no-frills, super cheap mode of air travel. We do not need a sign to identify the Washington Monument, the Eifel Tower, or Big Ben. The expectations set by a label made me wonder about Wow Airlines. Wow Airlines just went bankrupt last month.

Airlines 84

Airlines Banking Entertainment Construction 84

Topdown

MARCH 7, 2016

In a recent report entitled “ The Public Is Still Skeptical of Federal Digital Customer Experience ,” Forrester’s Rick Parrish notes that, since 2011, the White House has been trying to improve the federal digital customer experience. After slowly gaining traction, the effort has finally begun to see some results.

Government 59

Government Customer Experience Management 59

Bill Quiseng

MARCH 7, 2016

In 2011, An American Express survey found that Americans tell an average of 9 people about good experiences and 16 people about poor experiences. Today, just five years later, people may still tell an average of 9 people about good experiences, but if they have a bad experience, they can now tell the entire world via social media.

Customer Service 115

Customer Service B2C Accountability Consulting 115

HGS

JULY 5, 2018

Founded in 2011 with a subscription business model claiming $1 a month, this company gives the customer new razors delivered to their door. And that means that your entire business model may need to change to keep up with the competition — or your entire business model may become rapidly irrelevant.

Business Process Outsourcing 100

Business Process Outsourcing outsourcing Marketing Technology 100