Expert insights. Personalized for you.
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. MORE
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. MORE
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? MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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? MORE
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. MORE
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 MORE
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. MORE
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. MORE
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. MORE
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. MORE
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 MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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? . MORE
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. MORE
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. MORE
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. MORE
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 MORE
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. MORE
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 MORE
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. MORE
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. . MORE
Case Study Related Topics Hallmark Business Connections
JANUARY 19, 2021
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.
Hallmark Business Connections
DECEMBER 14, 2020
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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TechSee
JANUARY 9, 2018
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.
Optimove
NOVEMBER 5, 2018
The post Download lastminute.com Case Study appeared first on Optimove
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BlueOcean
APRIL 11, 2017
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.
Storyminers
APRIL 24, 2018
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.
Experience Matters
SEPTEMBER 16, 2014
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.
Storyminers
APRIL 24, 2018
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.
NICE inContact
FEBRUARY 3, 2020
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
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.
AskNicely
OCTOBER 29, 2018
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.
BlueOcean
DECEMBER 5, 2017
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.
Genroe
JUNE 28, 2018
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.
Storyminers
SEPTEMBER 11, 2020
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.
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.
Customer Bliss
FEBRUARY 26, 2020
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.
Centriam Customer Experience Lab
MARCH 5, 2018
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
Hallmark Business Connections
OCTOBER 19, 2020
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
Customer Bliss
OCTOBER 30, 2018
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.
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Optimove
JULY 7, 2019
The post Download Rush Street Case Study appeared first on Optimove
Optimove
JUNE 16, 2019
The post Download Sweaty Betty Case Study appeared first on Optimove
Customer Bliss
FEBRUARY 23, 2017
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? .
ijgolding
AUGUST 3, 2018
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.
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.
Genroe
JULY 2, 2018
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.
Customer Bliss
APRIL 16, 2019
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. .
AskNicely
NOVEMBER 20, 2018
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?
MaritzCX
FEBRUARY 27, 2009
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.
MaritzCX
FEBRUARY 27, 2009
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.
Genroe
JULY 20, 2020
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.
BlueOcean
MARCH 2, 2016
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.
SuiteCX
MAY 25, 2016
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.
Customer Bliss
JULY 16, 2019
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
APRIL 19, 2018
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.
Helen Dewdney
SEPTEMBER 4, 2018
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.
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