Improving Customer Access to Tech Support: A Case Study

BlueOcean

The post Improving Customer Access to Tech Support: A Case Study appeared first on. Case Studies

190

IVR Custom Integration for a Multinational Communications Corporation: A Case Study

BlueOcean

The post IVR Custom Integration for a Multinational Communications Corporation: A Case Study appeared first on. Blue Ocean News Case Studies Contact Center Outsourcing Contact Center Technology Mike HaslerThe Client.

170

PPV Customer Service Case Study: Cable Company Avoids a TKO

TechSee

In that specific call center, only five agents had been trained in the system in order to identify common use cases where the platform could be beneficial. The post PPV Customer Service Case Study: Cable Company Avoids a TKO appeared first on Techsee.

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A micro-case study in CX: CoSchedule

Customer Bliss

Sometimes, though, a micro-case study in customer experience drops right into my lap. I blog ( and podcast ) a lot around customer experience, and I’m usually on the go working with clients or at conferences/speeches/etc.

130

How Real-Time Customer Feedback Drives Fleetio’s Customer-Obsessed Culture

In most cases, they had to rely on customer. Case Study Procurement Through this process, Fleetio is also able to automate the. procurement of case studies and partner marketing content. C A S E S T U D Y How Real-Time Customer. Feedback Drives Fleetio’s.

AIG Case Study

Confirmit

In this case study, you'll learn how AIG were able to: Drive a reduction in costs and an ability to allocate funds based on customer feedback. Voice of the Customer Case Studies

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CrossTab Case Study

Confirmit

In this case study, you'll learn how Crosstab was has used Confirmit Horizons to deliver large, sophisticated research programs knowing that the platform's scalability, security and resiliance will support them across their 26 markets. Market Research Case Studies

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Case Study: Journey Mapping Unleashes the Power of People

Heart of the Customer

The post Case Study: Journey Mapping Unleashes the Power of People appeared first on Heart of the Customer. Journey maps are extremely valuable tools.

96

QRS Case Study

Confirmit

QRS is a long-time user of Confirmit Horizons and this case study highlights how the company has made innovative use of the platform in its CATI (Computer Assisted Telephone Interviewing) center to work within a rigorous set of protocols for a sensitive project for The Picker Institute.

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The Book of NPS

According to a study by Flurry, a mobile analytics company , smartphone users spent an average of about 5 hours/day on their devices. Another study by Express Pigeon reveals that for about half of us, our smartphone is the first thing we reach for upon waking. Study it.

Case Study: Enhance Your CX With This Technology

Beyond Philosophy

The post Case Study: Enhance Your CX With This Technology appeared first on. Imagine going on a cruise and having the ship know your every desire – sometimes even before you do.

97

Cognita Case Study

Confirmit

In this case study you’ll learn how: Confirmit’s Voice of the Customer specialists worked with Cognita’s team to define clear business outcomes for the program, aligned to the group’s five-year plan. Voice of the Customer Case Studies

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United Airlines Computer Outage Is Customer Service Crisis Case Study

ShepHyken

Yet every cloud has a silver lining, and in this instance it’s a mini-case study on how to handle a customer service crisis. The post United Airlines Computer Outage Is Customer Service Crisis Case Study appeared first on Shep Hyken.

91

Automating Transactional Volume for Multinational IT Corporation: A Case Study

BlueOcean

The post Automating Transactional Volume for Multinational IT Corporation: A Case Study appeared first on. Blue Ocean News Case Studies Contact Center Outsourcing Mike HaslerThe Client.

46

Emotional Branding Case Studies to Emulate Great Customer Experience

Win the Customer

Here are some case studies in successful emotional branding that business leaders can emulate to acquire and maintain customers. The post Emotional Branding Case Studies to Emulate Great Customer Experience appeared first on Win the Customer!

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Case Studies in Smart Customer Engagement

SuiteCX

Here are a few case studies: Start with the brand promise. If you follow the lead of these case study companies, you will provide your customers with a better experience, and they will reward you with loyalty and referrals. It is becoming ever more clear that companies are interested in improving the customer experience. However, there is some finesse required to engage with customers in this era of full inboxes and time-starved days.

100

3 Case Studies in Successful Social Media Customer Engagement

Win the Customer

The post 3 Case Studies in Successful Social Media Customer Engagement appeared first on Win the Customer! Social media has become a major tool for marketers. But even though most small businesses use social media, it doesn’t mean they’re using it effectively.

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Conducting Customer Feedback Research with a Single Tool [CASE STUDY]

SurveyGizmo

We needed to update and streamline our process with a single, advanced survey tool that came with intuitive tracking and an easy-to-use interface,” says Lewis “In addition, our new solution needed to come with the native ability to perform cross-tab reporting, which would allow us to customize reports depending on the particular business cases of our diverse customers.”. Download SurveyGizmo’s latest case study below!

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Confirmit W5 GNI Case Study

Confirmit

W5 is Ireland’s first ‘full-service’ customer experience design, measurement and engagement consultancy. The company works in partnership with clients to design and measure customer and employee experiences that differentiate and add value. Voice of the Customer

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Moving at the Speed of Customer Experiences [CASE STUDY]

SurveyGizmo

Prior to leveraging SurveyGizmo for their ASK LISTEN RETAIN product, Compechek found that their CX evaluation process for clients was sluggish, inefficient, and significantly limited, as it was treated as a case by case scenario. “We Download SurveyGizmo’s latest case study below! Customer Experience Uncategorized case study customer experience CX

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Data-Driven Decision Making: A March Madness Case Study

Centriam Customer Experience Lab

Data-driven decision making. We all aspire to it. Whether it’s in Customer Experience management, targeted marketing, deciding which candidates to hire, choosing a new car, or picking the teams in your March Madness office pool. Customer Experience Analytics

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LUX* Resorts – Case Study in World’s Leading Services Marketing Textbook

Up Your Service

Enjoy this full 16-page academic case study of LUX* Resorts by Professor Jochen Wirtz and Ron Kaufman, as published in the leading MBA textbook: Services Marketing: People, Technology, Strategy 8th Edition. Download and discover key lessons in this academic case study now.

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LUX* Resorts – Case Study in World’s Leading Services Marketing Textbook

Up Your Service

Enjoy this full 16-page academic case study of LUX* Resorts by Professor Jochen Wirtz and Ron Kaufman, as published in the leading MBA textbook: Services Marketing: People, Technology, Strategy 8th Edition. Download and discover key lessons in this academic case study now.

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Futurestep Case Study

MaritzCX

This case study shows how Futurestep is using Allegiance’s ActiveSurvey and Best Practices Consulting to improve its survey response rates and offer hundreds of thousands of dollars in value-added services to clients Futurestep provides the solutions and the global reach that businesses and organizations need to identify, recruit and retain the right people, ranging from full-time executives and middle managers to temporary project-based professionals.

100

Futurestep Case Study

MaritzCX

This case study shows how Futurestep is using Allegiance’s ActiveSurvey and Best Practices Consulting to improve its survey response rates and offer hundreds of thousands of dollars in value-added services to clients Futurestep provides the solutions and the global reach that businesses and organizations need to identify, recruit and retain the right people, ranging from full-time executives and middle managers to temporary project-based professionals.

100

Authenticity – the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe

ijgolding

CASE STUDY 1 – Weleda. In this case, I was inspired by them. 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.

145

T-Mobile Case Study: Apologizing Effectively

Andrew Mcfarland

Anyone who has witnessed corporate bungling of major customer service snafus realizes that not all apologies are created equal. Anyone even remotely interested in their customers should read HBR’s article titled “ The Organizational Apology.”

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Case Studies for Cost Reduction with Customer Experience

Centriam Customer Experience Lab

We have published the Centriam CX Money Map , which details 12 drivers that make the financial case for a customer experience program. In our last post , my colleague Joe focused on customer enrichment. This week, I will delve into the two drivers involved with reducing costs in contact centers and marketing while maintaining, and potentially improving, customer experience. Financial Drivers

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Journey Mapping Case Study: You’ve Got to Be in It to Win It

Heart of the Customer

The post Journey Mapping Case Study: You’ve Got to Be in It to Win It appeared first on Heart of the Customer.

78

NIIT Technologies – B2B Technology Industry Case Study in Service Revolution

Up Your Service

Read the complete Case Study now. The post NIIT Technologies – B2B Technology Industry Case Study in Service Revolution appeared first on UP Your Service. NIIT Technologies was widely viewed as a reliable company with excellent talent.

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NIIT Technologies – B2B Technology Industry Case Study in Service Revolution

Up Your Service

Read the complete Case Study now. The post NIIT Technologies – B2B Technology Industry Case Study in Service Revolution appeared first on UP Your Service. NIIT Technologies was widely viewed as a reliable company with excellent talent.

52

Report: Case Studies in Text Analytics

Experience Matters

We just published a Temkin Group report, Case Studies in Text Analytics. Each of these case studies follows a company’s journey as it built out its text analytics capabilities and also shows how each one organized its efforts.

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I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study

Natalie Petouhof

If you are doing something really interesting, make sure to send in your case study! Tweet I’m judging the 2016 Constellation SuperNova Awards ! Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business. Nominate yourself or someone you know before August 8, 2016. To learn more, apply here: https://www.constellationr.com/events/supernova/2016. About the SuperNova Awards.

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Case Study: Increase Your Sales by 47% by Doing This…

Beyond Philosophy

It’s a phrase derived from the famous Milgram study from the 1960s where participants were encouraged to administer fatal shocks to another participant at the urging of an experiment proctor in a white lab coat. The post Case Study: Increase Your Sales by 47% by Doing This… appeared first on Beyond Philosophy. How can you increase your sales by 47%? It’s all in the packaging.

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Webinar: Case Study – Turning NPS Into Business Improvement Initiatives at Manheim

Genroe

The post Webinar: Case Study – Turning NPS Into Business Improvement Initiatives at Manheim appeared first on Genroe. Best Practices Customer Feedback

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How to Use Case Studies for Better Customer Experience

Win the Customer

Testimonials and real life case studies from real customers build trust. Customer testimonials are an effective marketing technique, and they generate ample selling power. But why are they so effective as customer experience enhancers? These proofs of product and service are unbiased and, most of all, they are not salesy because they are written by real […]. Communication Customer Experience Customer Service

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11 Examples of Exceptional Customer Service From Companies That Walk the Walk

Promoter.io

Case Study Customer Success Featured GeneralAt one point or another, most of us have had an experience with a company that we would classify as exceptional customer service.

172

It’s Time to Be Honest About the People in Your Experience

360Connext

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. It’s all about your people.

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Case Study: Using Journey Mapping Workshops to Drive Change in City Government Customer Experience

Heart of the Customer

Kelly recently ran a journey mapping workshop that serves as a great case study for how customer experience tools can be used for internal clients as well as external. Kelly Ohaver is the Client Experience Manager at the City of Centennial, as well as an active CXPA member.

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Creating Award Winning Employee Engagement: A Case Study

Beyond Philosophy

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery , one of the leading Caterpillar dealers in the U.S., won the award, and I thought I would share with you what they did well.

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