CX University

SEPTEMBER 27, 2018

(If you don’t know what I mean, then please watch this short parody, Microsoft Re-designs iPod Packaging for a hilarious reminder of why customer empathy is important at every step of the customer journey, starting with Marketing.). But among the cases we studied there were very different approaches to engagement.

Employee Engagement 71

Employee Engagement Engagement Strategy Competitive Advantage 71

Maz Iqbal

SEPTEMBER 8, 2014

Circumstances are such that you decide that your organisation needs to focus on customers and generate “total customer satisfaction” on the assumption that satisfied customers buy more of your stuff at higher prices thus generating higher profits. How would you go about it? What approach would you take?

Customer Satisfaction 116

Customer Satisfaction Case Study Leadership Travel 116

NICE inContact

SEPTEMBER 27, 2019

Increased customer satisfaction. More employee engagement, Check, check. To learn more on how Empire Today is using CXone to improve their processes and customer experience, see our case study. Empire Today now? Improved efficiency. Results that continue to improve—again, check.

Abandon Rate 137

Abandon Rate Contact Center Wait Times Case Study 137

PeopleMetrics

MARCH 2, 2015

Or the number of applicants who come via employee referral. It lives in your productivity stats, your error rates, your absenteeism, and your customer satisfaction scores. That might be due to the fact that the companies able to articulate purpose and success are also more likely to be managing employee engagement and culture.)

Employee Engagement 48

Employee Engagement Culture Engagement Customer Centricity 48

Feedbackly

APRIL 18, 2024

How Employee Experience Leads to Better Customer Experience As one of the key points of contact between customers and the brand, customer-facing employees play a big role in improving customer satisfaction, maintaining your brand identity, and fueling growth.

Employee Experience 52

Employee Experience Customer Experience Financial Case Study 52

CX Centric

JULY 27, 2023

He is also well versed in a variety of CX disciplines, including journey mapping, survey process and analysis, the voice of the customer programs, employee engagement, and many more. In starting his presentation, Nate asked a very poignant question concerning CX which was: Is CX an art or a science?

ROI 52

ROI Customer Journeys Customer Experience Case Study 52

Maz Iqbal

SEPTEMBER 17, 2014

And the surveys suggest that Interlodge’s customer satisfaction levels are well below where they should be. So the hotel managers acted on the one measure that they felt they could make an impact on: customer satisfaction levels. You need to do something to deal with the issues of high costs and low profitability.

Customer Centricity 100

Customer Centricity Hotels Case Study Customer Satisfaction 100

Customer Bliss

FEBRUARY 16, 2017

When you combine all the elements above around pre-existing attitudes on employees and not wanting to be cost-heavy, many concepts fall to the background. A good example would be employee engagement. And it drives the engagement of internal stakeholders, while also referencing customers. How easy is this?

Employee Engagement 175

Employee Engagement Case Study Hotels Engagement 175

ShepHyken

MAY 9, 2023

Tailor your surveys with each customer’s experience in mind. Use their feedback for marketing purposes, testimonials, and case studies. Plus, Shep and Evan discuss how to maximize customer participation in the age of survey fatigue. ” About: Evan Klein is the Founder and President of Satrix Solutions.

Net Promoter Score 62

Net Promoter Score NPS Case Study Roadmap 62

ShepHyken

APRIL 22, 2019

As Bill Patterson, Salesforce Service Cloud’s GM and Executive VP would say, “Never before has it been more important to rid the world of bad customer service experiences.” Top-Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it? by Mohamed Latib, Ph.D. . (CX

Self Service 78

Self Service Customer Service Competitive Advantage Case Study 78

CSM Magazine

MARCH 1, 2022

They transform workforce scheduling and forecasting while the high levels of visibility and accessibility afforded are perfect for enhancing employee engagement. Furthermore, we always work closely with our customers, a collaborative approach that we believe is critical to the success of all technology implementations.”.

Management 59

Management Case Study Social Media Resources 59

Confirmit

NOVEMBER 28, 2017

The program has delivered timely and tangible improvements that have helped Virgin Money to increase revenue, drive culture change and achieve record levels of customer satisfaction. How the VoC program has increased customer loyalty and advocacy by better educating customers about products.

Case Study 40

Case Study Contact Center Touchpoint Employee Engagement 40

BlueOcean

NOVEMBER 30, 2017

Pro tips: Excel may not be the best choice of file formats and you will want to make it easy for bidders to add supplemental files and file types to highlight their facilities or share case studies. In the worst case, you’ll get an answer that says: Please see the response to Question 2.3.ii.

Contact Center 149

Contact Center Call Center Report Transportation 149

Comm100

SEPTEMBER 22, 2016

The second edition, updated with case studies and additional resources, will show you how to be, “persuasive, not abrasive.” Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. Customer Satisfaction is Worthless Customer Loyalty is Priceless by Jeffrey Gitomer.

Customer Service 100

Customer Service Case Study Gamification Culture 100

Maru Group

OCTOBER 10, 2019

Customer satisfaction vs. customer centricity. It was great to see customer insights and research becoming more central to decision-making. As an industry, the focus on the customer is moving beyond just CSAT scores towards true customer centricity. Employee engagement vs. inertia.

Meeting 40

Meeting Employee Engagement Customer Centricity Case Study 40

Hello Customer

FEBRUARY 6, 2020

A classic Hello Customer survey contains one metric question like an NPS, CSAT or CES and only one open text question asking the respondent why they gave that score. I've seen many customer satisfaction surveys in my life but none with the format that Hello Customer uses and the response rates that come with it.

Effort Score 88

Effort Score Marketing Case Study Analysis 88

Hello Customer

AUGUST 20, 2020

Empowered employees make you more money. The model, developed by James Heskett in 1994 links employee empowerment to customer satisfaction and, ultimately revenue growth. Often when companies want to improve the customer experience they focus on external factors, namely the customer.

e-support 75

e-support Case Study Culture Training 75

Maz Iqbal

SEPTEMBER 18, 2014

So I ask you what needs to happen for InterLodge to generate its desired outcomes: higher occupancy rates, higher price points per room, higher levels of customer satisfaction, and ultimately a higher share price? What Is The Core Challenge Here? Let’s make this question simpler, what is the challenge here?

Customer Centricity 67

Customer Centricity Case Study How To Hotels 67

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Employee Engagement.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Bold360

DECEMBER 4, 2019

Good selection of varying Case Studies of AI implementations. Delivering Fantastic Customer Experience: How to Turn Customer Satisfaction Into Customer Relationships by Daniel Lafrenière. Provides 10 practical ways to improve customer experience. Tackles the right and wrong way to deploy AI.

Customer Experience 40

Customer Experience Travel B2C Case Study 40

SmartKarrot

MARCH 3, 2022

Role: Director, Customer Success Location: Remote, Chicago, IL, US Organization: Limeade As a Director of Customer Success, you will lead and manage a team of remote SAEs focused on enterprise customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention, and growth.

Customer Success 19

Customer Success Case Study Customer Satisfaction Employee Engagement 19

ProProfs Chat

JUNE 30, 2020

Create better customer loyalty programs. Improve your existing customer success strategies. Identify loop-holes that may hamper customer experience. Increase customer satisfaction score. Improve your operator’s ability to communicate well with your customers. Customer Service Books on Leadership.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Beyond Philosophy

JUNE 12, 2015

With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? The American Customer Satisfaction Index (ACSI) uses an overall U.S. What is your view of where the Customer Experience movement is?

Net Promoter Score 60

Net Promoter Score Customer Experience Trends NPS 60

Customer Enthusiast

APRIL 18, 2016

So this time around, we decided to craft a case study rather than role-play scenarios as the learning activity. To be effective, case studies, like role-plays, have to be relevant to the adult learner’s “real world of work.” Both versions of the case study appear below. Crabtree”) to table groups 5-8.

Case Study 40

Case Study Study Groups Communication 40

Hello Customer

AUGUST 20, 2020

Empowered employees make you more money. The model, developed by James Heskett in 1994 links employee empowerment to customer satisfaction and, ultimately revenue growth. Often when companies want to improve the customer experience they focus on external factors, namely the customer.

e-support 40

e-support Case Study Culture Training 40

Amity

APRIL 3, 2017

Each bucket will have a mix of customer experience and efficiency metrics. It’s also very important to note, that while this is customer focused, it is also crucial to measure employee engagement, retention/attrition, and overall happiness (which I do not go into below). These metrics simply can't be ignored.

Measurement 70

Measurement Effort Score Case Study Net Promoter Score 70

Genroe

FEBRUARY 9, 2015

If you need evidence that NPS, in particular, improves business check out this list of NPS case studies and statistics. To Drive Employee Engagement. Again there are many versions of this answer: To support employees. What Gets Measured Gets Managed.

Feedback 40

Feedback NPS Employee Engagement Case Study 40

Qualtrics

JULY 31, 2020

Here’s a closer look at what it is, the metrics you should measure, how to get started, and a case study demonstrating people analytics in action. Some of the most common customer metrics are: Customer satisfaction / Net Promoter Score / engagement. Customer retention. Average revenue per customer.

Analytics 41

Analytics Data How To Net Promoter Score 41

TechSee

JUNE 16, 2021

The greater the adoption of new technology, the more use cases can be applied and the greater the likelihood that the enterprise will see double digit improvements in their KPIs. Like any enterprise technology, the success of Visual Assistance rests heavily on employee engagement. million domestic and business customers.

ROI 251

ROI Case Study Strategy Wireless 251

SmartKarrot

MAY 6, 2020

Apply here: [link] Role: Customer Success Manager Location: Denver, CO, US Organization: Snow Software In this role, you will creatively analyze and drive adoption within the customer base, including engaging departmental leaders who are utilizing the solution well and those whose adoption is lacking. Apply here: [link].

Customer Success 10

Customer Success Case Study Customer Satisfaction NPS 10

SurveySparrow

JUNE 27, 2021

Especially when the world is still coming to terms with the COVID outbreak, a brand’s survival is solely dependent on customer trust and loyalty. So, it’s crucial for companies to gauge their customer loyalty, attitude, and sentiment. With this, you find how likely your employees are to recommend your work to others.

Net Promoter Score 52

Net Promoter Score Effort Score NPS Survey 52

SurveySensum

JANUARY 1, 2024

Well, these stats show a direct connection between team engagement, understanding your customers, and the success of your business. This connection between engaged employees and customer satisfaction leads us to something transformative: the Voice of the Customer (VoC).

Social Media 52

Social Media Effort Score Customer Satisfaction Case Study 52

RapportBoost

DECEMBER 10, 2018

With enterprise class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers resulting in increased customer satisfaction, productivity and cost savings. I know Nate and Kaye got a few case studies about these topics to share.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Russel Lolacher

JUNE 15, 2021

Much of that advice is a mix of score keeping; being more human and less of a dick; building relationships that matter; solving customer problems; leading with empathy; etc. There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

ProProfs Chat

JUNE 22, 2018

And there is plenty of evidence that “ happy employees create happy customers who create happy investors. Decades of research confirm customer loyalty comes from high customer satisfaction , which correlates strongly with high levels of employee engagement. Employees watch everything management does.

Customer Experience 108

Customer Experience Customer Service How To Leadership 108

CX University

APRIL 26, 2018

They replace the top-down hegemonic system most enterprises still use, replacing the traditional schema with a new way of distributing real authority that instills adaptiveness and employee engagement in the fabric of an organization. Case Study: Is Holacracy for Us? Accessed Mar. Dignan, Aaron. “ Accessed March 26, 2018.

Customer Experience 74

Customer Experience Government Policies Innovation 74

Strativity

JULY 16, 2014

Measuring what matters in Voice of Customer programs. Increasing Employee Engagement. Raising Customer Satisfaction scores. Further, the CEM Certification focuses on the skills and tools necessary to lead major transformational initiatives, including: . Influencing Senior Leadership. Leading Change Management.

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40