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. appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Airlines 274

Airlines Entertainment Banking Consulting 274

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. for your Customer Experience.

Consulting 225

Consulting Consulting Accountability Sales 225

Taylor Reach Group

JULY 4, 2018

Why would you want to retain a consultant? What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a new center? Seven Reasons You Need a Consultant’s Expertise When Selecting a Contact Center Location. Eliminates internal bias.

Consulting 109

Consulting Consulting Contact Center Call Center 109

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

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service.

Consulting 202

Consulting Consulting Employee engagement Customer Service 202

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

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. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter.

Customer Experience 170

Customer Experience CRM Consulting Consulting 170

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. We are trying to be more consultative about new software releases."this It was "Next Issue Avoidance" and how support leaders are bringing this critical concept to life.

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

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. Heather has a bias toward action, and she enjoys consulting leaders, training teams and speaking to audiences on topics of importance to customers and employees alike.

Customer Service 123

Customer Service B2C Accountability Consulting 123

Totango

JANUARY 22, 2018

Prior to joining Google in 2011, Dante has held several roles in higher education, consulting, and in software development. Prior to Slack, Christina had a 15 year tenure at Salesforce, where she had overseen several functions, including renewals, consulting, support, and customer success management. Christina Kosmowski.

Consulting 78

Consulting Consulting Education Best practices 78

TechSee

MAY 7, 2019

Global professional service consultants estimate that such returns account for more than $17 billion in lost annual revenues for brick-and-mortar and online retailers. The survey demonstrates that 41 percent of us have returned a non-defective item in the past 12 months. NFF returns are rampant. Good customer service can prevent returns.

Surveys 107

Surveys Entertainment Education Self service 107

PeopleMetrics

NOVEMBER 13, 2015

The value a customer perceives as they decide to become a member, to emphasize consultative membership sales. Image Credits: SXSW Interactive 2011 - Austin, TX by kris krüg , CC BY-SA 2.0. Here are a few examples, based on the original Reddit comment: The number of certifications, to encourage employee knowledge. See you soon.

Sales 78

Sales Customer Experience Metrics Consulting 78

HGS

MAY 22, 2018

Further to this point, the cost of attaining compliance has steadily grown over the past few years, rising 43% from 2011 to 2017, according to a recent Ponemon report. Notably, the most heavily regulated industries, including healthcare, show a 106% increase in compliance costs for that same time period.

Healthcare 100

Healthcare B2C Government Analytics 100

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

Connecting the Dots

OCTOBER 21, 2024

FOR MORE INFORMATION To read further or comment on this article please visit [link] or contact the authors at smrfeedback@mit.edu AUTHORS: Marc Grainer (Former Chairman, Customer Care Measurement & Consulting) Charles H.

Complaint resolution 62

Complaint resolution Consulting Consulting Surveys 62

ijgolding

SEPTEMBER 29, 2015

Diana’s company, recruitment consultancy Nicoll Curtin , saw enough potential in Diana to give her a big break back in 2011. Arriving in the UK from Columbia only four years ago, the lady who was presenting to a group of judges for a national award could not even speak English when she landed on these shores.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

Taylor Reach Group

APRIL 9, 2018

How can we do this without investing in expensive technology, costly consultants and with no additional resource bandwidth? Originally Published in Customer Reach Volume 2 Issue 5 – This article was originally published in 2006, updated in 2011 and again in 2018. So how can we move from fighting the fires to preventing them?

Contact Center 88

Contact Center Consulting Consulting Management 88

CX Global Media

JULY 12, 2019

She was awarded Volunteer of the Year from the High Point Chamber of Commerce in 2011 and 2013 for her work in her community. Business Partner and Owner, The LAMA Training by McKee Consulting. She is the founder of McKee Consulting and the LAMA Technique. Mary Beth is a graduate of Morehead State University. Judy McKee ?Business

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

COPC

MAY 19, 2023

Consultants have set up entire businesses profiting from this discourse. in 2011 and became instrumental in driving customer experience improvements for clients across Australia, New Zealand, Indonesia, Singapore, Malaysia, Thailand, the Philippines, India, Sri Lanka, Hong Kong, USA, China and Korea.

Metrics 68

Metrics industry standards Customer effort Consulting 68

ClearAction

DECEMBER 30, 2017

In her presentation at the 2011 Miami Satmetrix Net Promoter Conference, Laying the Cornerstone — Tactical Approaches to Designing Your Program Architecture , Tracie explained that a balanced sample, with consistent demographics each time you survey, is more important than screening out respondents.

Surveys 59

Surveys Management Customer centricity Feedback 59

ChurnZero

AUGUST 25, 2020

Godard was named to the Tech 50 list by Crain’s Business Chicago in September 2014 and to the Chicago Entrepreneur Hall of Fame in 2011. Previously Jay founded Customer Imperative, a consultancy focused on B2B SaaS, which eventually developed the Gain Grow Retain customer success leadership community.

Chief Customer Officer 69

Chief Customer Officer SaaS B2B Technical Support 69

Answer Dash

OCTOBER 15, 2018

The marketing technology ecosystem has exploded in the last decade, ballooning from about 150 martech companies in 2011 to roughly 7,000 today. That emphasis is only continuing to grow; according to a study by Walker, the consulting firm, customer experience will overtake price and product as the key brand differentiator by the year 2020.

B2B 76

B2B Marketing Customer Experience Benchmark 76

Totango

JANUARY 22, 2018

Prior to joining Google in 2011, Dante has held several roles in higher education, consulting, and in software development. Prior to Slack, Christina had a 15 year tenure at Salesforce, where she had overseen several functions, including renewals, consulting, support, and customer success management. Christina Kosmowski.

Consulting 48

Consulting Consulting Education Best practices 48

AWS Machine Learning

JULY 15, 2024

If you want to learn more about this use case or have a consultative session with the Mission team to review your specific generative AI use case, feel free to request one through AWS Marketplace. She is also the recipient of the Best Paper Award at IEEE NetSoft 2016, IEEE ICC 2011, ONDM 2010, and IEEE GLOBECOM 2005.

Engineering 104

Engineering Entertainment Big data APIs 104

Horizon CX

SEPTEMBER 30, 2013

Those who had poor CX performance lagged behind the index by almost 20% - Watermark Investment Consulting Consistency: In the UK, a £100 investment in the National Consumer Satisfaction Index fund in 2007 would have by June 2011 returned £159 whilst the same investment in the FTSE 100 would have returned just £94.

Customer Experience 55

Customer Experience Banking B2B Consulting 55

CSM Magazine

JANUARY 23, 2023

About Sigma Connected Sigma Connected is a multi-award-winning Business Process Outsourcing (BPO) provider that specialises in outsourced (white-label) contact centre services, business process outsourcing, training and consultancy services, collections, complaints handling, customer services and vulnerable customer support services.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Surveys Consulting 52

COPC

NOVEMBER 19, 2021

With the assistance of our experienced consultants, organizations successfully transform and grow their operations through COPC Inc.’s Joe has been the Chief Operating Officer of Plus since August 2011. We have a proven approach to help organizations: . Increase customer satisfaction . Reduce operational expenses .

Finance 52

Finance Best practices Consulting Consulting 52

REVE Systems

JULY 19, 2017

In 2011, a group of researchers stated through a research that 54% of Chief Information Officers affirmed the positive sides of real-time workplace communication through Enterprise Instant Messaging Solution. That time it was just scholar’s prediction on future enterprise communication without any clue to its future mayhem.

Enterprise 65

Enterprise Time management Consulting Consulting 65

Totango

DECEMBER 21, 2017

Prior to joining Google in 2011, Dante has held several roles in higher education, consulting, and in software development. He is currently working with Hire, a new app that brings the power of Google to recruiting. The easy-to-use recruiting application helps small to medium businesses with their hiring needs.

Best practices 48

Best practices Customer centricity Education Consulting 48

teleopti

DECEMBER 13, 2018

Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of.

Customer Service 48

Customer Service Banking Contact Center Self service 48

AWS Machine Learning

OCTOBER 10, 2023

She is also the recipient of the Best Paper Award at IEEE NetSoft 2016, IEEE ICC 2011, ONDM 2010, and IEEE GLOBECOM 2005. Kris is a renowned leader in machine learning and generative AI, with a career spanning Goldman Sachs, consulting for major banks, and successful ventures like Foglight and SiteRock. He received his Ph.D.

Healthcare 101

Healthcare Telecommunications Analytics Wireless 101

CSM Magazine

APRIL 9, 2019

In 2011, Torbay Hospital was named Acute Healthcare Organization of the Year. In addition to writing, consulting and coaching, Andrea speaks to leaders and industry organizations around the world on how to craft effective customer-facing operational strategies to discover new sources of revenues and savings. Recognition Gone Wrong.

Employee engagement 40

Employee engagement Healthcare Feedback Banking 40

Amity

JUNE 8, 2016

Remember how Netflix lost over 800,000 subscribers in a few months when they suddenly raised prices back in 2011? However, one tricky thing about those relationships was that unless carefully managed, any price increase or change to business terms felt like a betrayal to them. Major failure in customer expectations management!

CRM 67

CRM Journey mapping B2C Government 67

Horizon CX

DECEMBER 27, 2019

His research was then fully published in 2006 in a milestone book titled The Ultimate Question and revised and expanded even further in his follow-up publication in 2011 titled The Ultimate Question 2.0.

B2B 52

B2B B2C Surveys Metrics 52

customer sure

AUGUST 22, 2023

To answer this, we’ll go right back to the book that introduced NPS to the world, Fred Reichheld’s “The Ultimate Question” (OK, more accurately, “The Ultimate Question 2.0”, the fancy, updated 2011 edition!) To be completely clear, though Reichheld prefers a 0-10 scale for NPS, he never requires it. But really, they’re all good.

Benchmark 48

Benchmark Surveys Feedback Consulting 48

Amity

FEBRUARY 10, 2017

I was a pre-sales consultant and focused on helping sales land customers. I had a couple of related roles after that but it wasn’t until I joined Eloqua in 2011 that I encountered a customer success model that truly worked (editor's note: Eloqua was acquired by Oracle in 2012).

Marketing 80

Marketing Customer centricity Coaching Sales 80