Customers That Stick

OCTOBER 30, 2014

I’ve been a paper boy, a janitor, a paint factory worker, a waiter, a bar manager, a bicycle mechanic, a track and field coach, a personal trainer, a librarian and now a program coordinator for the city of Sherwood, Oregon. False Dichotomy. Paper < Plastic. Personalization < Privacy.

Customer Experience 115

Customer Experience Sports Construction Social Media 115

Kerry Bodine

JUNE 20, 2015

Portland, Oregon. October 22 – 23, 2015. Copenhagen. Next Generation Customer Experience. March 21 – 23, 2016. San Diego, California. Service Providers. ISITE’s Delight 2015. October 5 – 6, 2015. Adaptive Path’s Service Experience Conference. November 15 – 16, 2015. San Francisco. Media Companies. Customer Service Experience.

CEM 97

CEM CX Contact Center Customer Loyalty 97

Beyond Philosophy

MARCH 2, 2016

Taking a call from a customer from Oregon? When you put this concept into context with what the Marchex report reveals, you change the experience you provide to meet their expectations. For example: When talking to a customer from California, expect to chat a little. Then, listen closely because the information is coming at you fast.

Customer Experience 111

Customer Experience Customer Experience Management CX Technology 111

Beyond Philosophy

AUGUST 28, 2017

A friend from Portland, Oregon will remember that he missed the big show because a cancelled flight stranded him in San Francisco. How did my experience measure up to what I expected? If you live in Charleston, S.C., your eclipse memory might be one of disappointment because the total eclipse was “eclipsed” by clouds.

CX 112

CX Customer Loyalty Customer Experience 112

Beyond Philosophy

MARCH 31, 2015

Portland, Oregon-based Umpqua Bank has created a branch banking experience that is more like the local Starbucks. Smaller regional banks, like Umpqua, Republic, and Metro (in the United Kingdom) have increased the focus on generating relationships through memorable, emotional branch experiences: [link].

Customer Relationship 124

Customer Relationship Retail Finance Customer Retention 124

Customer Think

MAY 2, 2023

If you’re not in one of the 5 states where it operates (Washington, Idaho, Nevada, California, and Oregon), you may not be familiar with it and I’d like to introduce you. Early this morning I went to my favorite ‘big box’ supermarket, WinCo.

64

64

Inside Customer Service

APRIL 29, 2021

Several years ago, I had a long-term consulting project in Portland, Oregon. Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. I did this every week for several months.

Start-ups 144

Start-ups Customer Service Customer Experience 144

Chip Bell

MARCH 3, 2020

I was driving from Portland to Corvallis, Oregon, to deliver a keynote. It was early morning with light snow. In the distance, I could see that all four lanes of traffic had stopped. I assumed it was a car wreck. I was pleasantly surprised. A mother doe and her two fawns were slowly crossing the freeway.

Start-ups 70

Start-ups Customer Service Innovation CX 70

PeopleMetrics

OCTOBER 31, 2014

The circumstances of Nike’s climb to global recognition—the University of Oregon, Bill Bowerman, the Michael Jordan mythos—are unique and impossible to replicate. CX was the walk, or the ultimate proof of the company’s value to customers. . The Difference Between You and Nike. Let me confess: Nike’s brand is a loaded example.

Customer Experience 103

Customer Experience Voice of the Customer Sports Social Media 103

Customer Service Life

MARCH 6, 2019

I’ve completely caught the fly fishing bug — an unavoidable consequence given the abundance of fishable water here in Oregon. This article was originally published on the FCR blog on February 7, 2019. Click here to read the original post. It’s official.

Contact Center 94

Contact Center Sports Customer Service Start-ups 94

InteractionMetrics

JUNE 10, 2021

Interaction Metrics is based in Portland, Oregon and works with companies across the United States. Offers clients a range of methods ensuring the best fit between their objectives and the approach used. Issues awards for companies that achieve a proven level of superior customer experience performance.

Education 52

Education Customer Survey Customer Feedback Customer Loyalty 52

Customer Bliss

OCTOBER 17, 2017

They ran a trial market in Portland, Oregon and some tests of SMS communication. Scale some of the policies and design decisions. Unifying customer relationship management team. Look more at your tech stack and what you can accomplish. They were kicking tires on their products and how they come together and customers interact with them.

Net Promoter Score 23

Net Promoter Score Customer Experience NPS CX 23

Steven Van Belleghem

FEBRUARY 17, 2022

In the first half of 2021, customers could visit Nike’s flagship store ‘House of Innovation’ in New York and engage in interactive and fun activities in a virtual recreation of Smith Rock State Park in Oregon through their mobile phones and other virtual and augmenting tools.

Gaming 127

Gaming Entertainment Social Media Transportation 127

Win the Customer

SEPTEMBER 12, 2023

Case Study: The Renaissance of a Time-Honored Bookstore A prime example of a traditional business that successfully embraced innovation in customer experience is Powell’s Books, a renowned independent bookstore in Portland, Oregon.

Innovation 59

Innovation Customer Experience Omnichannel Social Media 59

Lightico

MAY 2, 2022

The real-time insurance product will now also be offered in Oregon, Colorado, and Virginia. According to the conference call, Tesla Insurance intends to be the largest insurer of Teslas in Texas by the end of 2022. Tesla wants to give 80% of its U.S. customers access to Tesla Insurance by the end of the year, too.

Customer Experience 59

Customer Experience Net Promoter Score Innovation Touchpoint 59

Qualtrics

JANUARY 3, 2019

I always wanted to experience the Oregon coast, including digging for our own clams, etc. This story is part of a ‘Qualtrics Experience’ blog series showcasing our employees and their ultimate experience. What did you choose as your Qualtrics Experience? Qualtrics helped me to be able to take the whole family and do this.

Engineering 35

Engineering 35

Zendesk

JUNE 29, 2023

Looking to start a new venture, the brothers—grandsons of Dutch immigrants—started serving espresso from a pushcart by the railroad tracks in downtown Grants Pass, Oregon. Dutch Bros is a drive-thru coffee company launched in 1992 by brothers Dane and Travis Boersma.

Customer Service 52

Customer Service CX Start-ups Voice of the Customer 52

Lightico

MARCH 23, 2022

The following states require licensure: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota , Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York , North (..)

Retail 52

Retail Innovation Sales Customer Service 52

Steven Van Belleghem

MARCH 30, 2020

Oregon State University will offer a coronavirus-related class on the science of stress and evidence-based coping skills that OSU students can take for credit and the public can take for free.

Healthcare 52

Healthcare Gambling Government Transportation 52

ClientSuccess

FEBRUARY 26, 2019

Location : Portland, Oregon. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Let’s get started with this week’s post! From : Aaron Thompson. Company : SuccessHACKER. Question 1. How has it helped you?

B2B 52

B2B Start-ups Gaming Sales 52

Qualtrics

SEPTEMBER 6, 2019

University of Oregon. Fall Job & Internship Fair. Fall Job & Internship Fair. 10/10/2019. University of Washington. Science & Engineering Fair. 10/23/2019. Fall Job Fair. 11/14/2019. Engineering Recruitment. University of Texas Austin. Fall Engineering Expo. Harvey Mudd. HMC Software Engineering Job & Internship Fair.

Engineering 40

Engineering Sales Start-ups Technology 40

Hodusoft

FEBRUARY 22, 2024

As Sean McSpaden, principal legislative IT analyst at Oregon Legislative Fiscal Office, rightly said, MSPs have become force multipliers. The advent of IP PBX telephony systems has revolutionized the way MSPs run their business operations and provide customer support to their clients. And all credit goes to IP PBX systems.

Innovation 52

Innovation Technology Technology Gaming 52

InteractionMetrics

JUNE 6, 2023

Paul Slovic, a professor of psychology at the University of Oregon, points out the vast difference between news coverage of the death of Natalee Holloway in 2004 and the Darfur genocide that was occurring at the same time. In his paper, Slovic quotes Mother Teresa: “If I look at the mass, I will never act.

Customer Service 52

Customer Service Sports Customer Experience Innovation 52

Customer Experience Matrix

APRIL 1, 2020

Extreme growth was concentrated in hard-hit areas including California, New Hampshire and Oregon. Online groceries, cold medications, fitness equipment and computers surged, as did preordering for in-store pickup. They report that total retail demand fell by 86% by the end of March and even online revenue is down 73%.

Retail 80

Retail Entertainment Government Social Media 80

ProProfs

JANUARY 26, 2013

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Government 40

Government Agriculture Start-ups Manufacturing 40

ProProfs

JANUARY 17, 2013

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E-commerce 45

E-commerce Government Transportation Manufacturing 45