Is Your Marketing Data Statistically Significant? Here’s How You Can Tell [CASE STUDY]

Hallmark Business Connections

In some cases, it’s not necessarily that the result isn’t true —it’s just that it may be “too close to call.”. In this case study , a company wanted to test Hallmark cards against its other direct mail formats to see if it would make an impact on marketing results.

How to Measure Incremental Impact of Direct Mail [CASE STUDY]

Hallmark Business Connections

In the case of this billion-dollar beauty company, they set out to measure three distinct populations when testing a new direct mail format: Those who received their traditional direct mail piece Those who received a Hallmark card Those who received nothing at all. Get the case study.

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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. Visual Support Call Center contact center customer support Tech Support Visual Support case studyIn anticipation of the biggest boxing fight of the year – Floyd Mayweather Jr.

Download lastminute.com Case Study

Optimove

The post Download lastminute.com Case Study appeared first on Optimove

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

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 StudiesThe Client : A young, dynamic company founded seven years ago and headquartered in Canada’s “Silicon Valley,” our client is a tech company established with the goal of disrupting the mobility sector. Their business model was founded on the cell phone industry equivalent of a unicorn: a customer-centric offering that puts affordability and flexibility at the forefront.

Better Experience = Better Business | a Case Study: Vacasa

Storyminers

The post Better Experience = Better Business | a Case Study: Vacasa appeared first on StoryMiners. Adaptive Enterprise Case Studies Customer Experience Strategy Great Experiences Service Design Strategy adaptive enterprise business design case study culture hospitality matterport vacasaBusinesses designed with the purpose to deliver value for their customers have been the focus of my professional attention at StoryMiners ® for more than 20 years.

Report: Case Studies in Text Analytics

Experience Matters

We just published a Temkin Group report, Case Studies in Text Analytics. Here’s the executive summary: To help organizations understand how to use text analytics to transform their VoC programs, we have compiled five case studies from companies that have successfully utilized this capability. 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.

Better Experience = Better Business | a Case Study: Vacasa

Storyminers

The post Better Experience = Better Business | a Case Study: Vacasa appeared first on StoryMiners. Adaptive Enterprise Reviews Strategy case study culture hospitality matterport review vacasaBusinesses designed with the purpose to deliver value for their customers have been the focus of my professional attention at StoryMiners ® for more than 20 years. That’s why Vacasa , a vacation rental property management company, caught my attention.

How to Boost Agent Productivity: A Swisslog Case Study

NICE inContact

Now more than ever, personalised customer experiences are key to success. Personalised, multichannel service is no longer a perk; it’s what customers expect. However, you may not realise that personalisation is central to the success of your contact centre agents too

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

and Heidi Rote, Director, North America Sales Center of Jenny Craig, as they present real case studies of how live chat drives engagement, order size, conversions, and allows agents to build relationships with customers.

Case Study: How Genesis Improves Member Experience with NPS

AskNicely

Download the full case study to find out how Genesis achieved all of the above and more with NPS. The post Case Study: How Genesis Improves Member Experience with NPS appeared first on Net Promoter Score from AskNicely. We’ve all had this experience. You head into your gym, ready to crush your workout, and the weight machine you need is broken… still. Then the locker room is out of towels… again.

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. This multinational communications, electronics and IT corporation has a health solutions arm delivering connected devices for which Blue Ocean provides both sales support and customer service support. The Challenge.

Net Promoter Score® Success Stories and Case Studies

Genroe

One way to prove the value of NPS® is to use external success stories and case studies to show what has […]. The post Net Promoter Score® Success Stories and Case Studies appeared first on Genroe. Case Studies and Statistics Net Promoter Score NPS PP: Net Promoter ScoreDemonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult.

Case Study: How Nimble CRM Helped CX Experts StoryMiners Reinvent Their Own Customer Experience

Storyminers

The post Case Study: How Nimble CRM Helped CX Experts StoryMiners Reinvent Their Own Customer Experience appeared first on StoryMiners. Mike Wittenstein is the founder of StoryMiners, one of the world’s first customer experience design consultancies.

Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

Customer preferences are constantly evolving, creating the need for contact centers to change in order to meet their needs. What communication channels do customers prefer? Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers. Join Tony Medrano, CEO of RapportBoost.ai, Nate Brown, Co-Founder of CX Accelerator, and Kaye Chapman, Learning and Development Manager at Comm100, as they present real case studies of how companies are adapting to industry trends to meet the needs of customers and agents.

Hire People Who Will Make Your Company Unforgettable: A Case Study

Customer Bliss

Build It—Take Action: Pal’s went to school on how to hire by studying their own folks who were thriving. The post Hire People Who Will Make Your Company Unforgettable: A Case Study appeared first on Customer Bliss. The most admired companies know that hiring people with the ability to care —and making caring and empathy a core value—is key to how they grow.

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

Online Retailer Improves ROAS by 50% by Sending Hallmark Cards to Customers [CASE STUDY]

Hallmark Business Connections

Find out by downloading the full case study. . The post Online Retailer Improves ROAS by 50% by Sending Hallmark Cards to Customers [CASE STUDY] appeared first on Hallmark Business Connections. Marketing Case Studies Marketing Results Retail

Hire People with the Ability to Care: A #MakeMomProud Case Study

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. . The following is a lightly edited transcript of the video.

The Customer-Powered Enterprise Playbook

Harness the power of customers across every department of your business with this new playbook. It contains 7 strategic guides for various departments of your business, 9 inspiring case studies, and 7 tactical worksheets to get you started.

Download Rush Street Case Study

Optimove

The post Download Rush Street Case Study appeared first on Optimove

Download Sweaty Betty Case Study

Optimove

The post Download Sweaty Betty Case Study appeared first on Optimove

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. This can happen at airports (actually often happens at airports based on how the brands are interacting with harried travelers) or other random places. This past week I had a digital one come up: CoSchedule. What is CoSchedule? .

How NOT to survive in a disrupted world – the case study of UK retailer, FatFace

ijgolding

Or is it simply the case that businesses that were created for a specific purpose at some point in the past, will always get to a point where they are just no longer needed anymore? 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.

How to Fearlessly Empower Your Contact Center Agents

Speaker: Jeff Toister, Employee Training Expert, Bestselling Author, Speaker

An ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience. Gain practical tips from case studies featuring leading companies.

[Case Study] Iron Mountain Doubles NPS? Survey Response Rates

Genroe

The post [Case Study] Iron Mountain Doubles NPS? Best Practices Case Studies and Statistics NPS PP: Survey Response RatesIron Mountain doubled NPS survey response rates with two simple changes to their survey invite. In doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall. First, they changed the email invite “from” name to a real person, not a department.

Why We Must Give Customers Choices Based on Their Lives: 4 Case Studies

Customer Bliss

4 Case Studies of Customer Respect. In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. .

Case Study: How Debitsuccess Improves Customer and Employee Retention with NPS

AskNicely

What made makes Debitsuccess an interesting study in NPS is their detailed segmentation strategy. Download the full case study to find out how Debitsuccess achieved all of the above and more with Net Promoter Score. The post Case Study: How Debitsuccess Improves Customer and Employee Retention with NPS appeared first on Net Promoter Score from AskNicely. Ever think about just how many debit transactions happen on any given day?

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.

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.

LinkedIn B2B Lead Generation Best Practices and Case Study

Genroe

Then I’m going to give you a couple of specific case studies on what can be achieved. The post LinkedIn B2B Lead Generation Best Practices and Case Study appeared first on Genroe.

Case Study: Sustaining Optimal Outbound Sales Support While Increasing our Workforce by over 50%

BlueOcean

The post Case Study: Sustaining Optimal Outbound Sales Support While Increasing our Workforce by over 50% appeared first on. Case StudiesThe Situation: Ramping Up Outbound Sales Support for Peak Season. For car dealerships, the busiest time of year is always tax season. It represents the largest potential for sales, with a significantly increased number of people interested in buying than any other time of year.

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.

Show Patients You Care: A Case Study on Customer-Needs-Driven Design

Customer Bliss

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. As a patient, we want health care to put us back together again when we’re just not right, to give us peace, to be cared for, with our dignity intact. Well, the traditional hospital gown is just not cutting it. Is it designed for the company or the customer?

Grade.us Case Study for Grene Vision Group 

Grade.us

Case Study for Grene Vision Group appeared first on Blog | Grade.us Case Study Review MarketingGrene Vision Group is a ?leader leader in primary, medical and surgical eye care in south-central Kansas.? As one of the largest doctor-owned eye care groups in the country, Grene Vision Group’s 50 doctors provide services in 21 clinics.

Case study: Tesco and a consumer champion

Helen Dewdney

Helen won the case and shared the experience on her blog which was later shared in national media. Some of the feedback included a particular case about the way teenagers were treated in a specific Tesco store. Every little complaint helps! It all started with a little blog post…. On 12 July 2012, Helen Dewdney, The Complaining Cow, wrote only hersecond blog post. The post was the first of many about Tesco.