ijgolding

AUGUST 3, 2018

In the UK, retailers have been struggling with this concept since the demise of 100-year-old Woolworths in 2009. Sticking with the retail industry, it gives me no pleasure to bring this to life with a case study – an example of exactly why organisations are failing to transform and ultimately survive in an increasingly disrupted world.

Case Study 191

Case Study Retail Study Policies 191

CX University

SEPTEMBER 18, 2018

A 2005 study concluded that work engagement is linked to performance and customer loyalty (Salanova, Agut & Peiró, 2005). In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Customers Rock!

APRIL 14, 2010

I hope we can all agree that delivering a positive customer experience is the key to building customer loyalty and achieving financial success. Countless reports and case studies have proven this linkage.

Social Media 154

Social Media Case Study Financial Banking 154

ijgolding

MAY 21, 2018

In the UK, retailers have been struggling with this concept since the demise of 100-year-old Woolworths in 2009. I actually wrote an article about Littlewoods in 2013 – entitled ‘re-invention and innovation’ , it serves as the perfect case study of effective business transformation.

Retail 186

Retail Leadership Case Study Financial 186

ClearAction

FEBRUARY 7, 2016

Tools, techniques, and case studies catalyze your customer experience management success. Loyalty is Not Just for Customers article. 1 2009 Customer Experience Maturity Monitor, Peppers & Rogers Group. 2 2009 Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand, Aberdeen Group.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

ijgolding

OCTOBER 7, 2015

CASE STUDY 1 – Weleda. CASE STUDY 2 – Old Mutual Zimbabwe. The second ‘authenticity’ case study comes from a very different part of the world – and from an industry that you may not have suspected. Zimbabwe is one of the countries I have been blessed to visit in 2015.

Case Study 120

Case Study Study Customer Experience Financial 120

CSM Magazine

JUNE 27, 2018

A recent case study from Aylesbury Valley District Council describes this scenario perfectly. Prior to founding ServisBOT in 2016, his earlier ventures include founding Performix, which was acquired by Nice Systems in 2006; Arantech, which was acquired by Tektronix in 2009 and FeedHenry, which was acquired by Red Hat for 63.5

Chatbots 40

Chatbots Insurance Case Study System 40