Improving Customer Access to Tech Support: A Case Study


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

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.

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Case Studies in Smart Customer Engagement


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.

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.

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


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.

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

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


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.

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.

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: About the SuperNova Awards.

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.”

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.

Making life difficult for customers makes no sense at all! Case studies from Marriot Hotels and Debenhams


We are living in a world where consumer expectation is changing as rapidly as ever before. New technology is enabling people to do what they want, when they want to do it, wherever they happen to be. We crave speed, simplicity and consistency in our interactions. All around the world, this change in consumer expectation […].

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.

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.

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


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.

How LiveChat Used Customer Loyalty To Grow To 19k Customers (without spending money on sales and marketing)

Case Study Customer Success Featured GeneralOne of the most common reasons why companies decide to start measuring their Net Promoter Score is to understand the precise needs of their customers and to be able to address each one on an individual basis.

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.

Risks of Changing to a New Business Model: Resort Case-Study - Frank Reactions

Tema Frank

So you keep your mouth shut and hope for the … Continue Reading → The post Risks of Changing to a New Business Model: Resort Case-Study appeared first on Frank Reactions. You know that sinking feeling you get when your best friend starts dating someone unsuitable? You want to try and talk them out of it, but you know they won’t listen.

[Case Study] GolfNow Improves Mobile Experience with iPerceptions


The writing is on the wall, mobile is a critical touch point; one that is in every customers’ pocket and often the first one that customers choose to engage with. But, in order to impact business results, marketers have to focus on the mobile experience first and foremost.

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.

Using Call Center Teams & Data to Support Outbound Sales


Making the business case for outsourcing customer service to a contact center partner can be relatively straightforward when C-Suite decision-makers are weighing in-house versus outsourced options. Case Studies Customer Service Outsourcing Videos

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.

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.

How GM Uses Social Media to Listen and Engage Customers

Natalie Petouhof

This new case study shows the depth and strength of how GM is taking advantage of what social media can provide to the business.

80% of Customer Loyalty is Driven by These 3 Service Attributes


Best Practices Case Studies and StatisticsProviding really effective customer service doesn’t have to be difficult. Like most things in life it abides by the famous 80/20 rule: 80% of the value can be delivered with 20% of the work. The problem is that most organisations don’t know which is the right 20% so they can’t deliver it effectively. Over the […].

How Barclays’ obsession with happy customers started with data


Case Stories Financial Services Barclays Case Studies clientsWhen is being obsessed with customers the same as being obsessed with customer data?

CX: Using Intelligent Generosity To Cultivate Customer Delight

Maz Iqbal

Case Studies Customer Experience Customer Loyalty Customer Philosophy Hall of Fame customer delight customer experience customer loyalty Hilton St. Certain businesses deal with products that perish or become useless if not used by a certain date/time. This is often seen as a problem – a problem of generating demand to drive sales, and a problem of inventory management.

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How ForeSee’s Feedback Tool Gives Argos Advantages Across The Business


Case Stories ForeSee Solutions Argos Case Studies FeedbackArgos is no slouch when it comes to digital retail, with over 900 million annual website visits and an enviable reputation that makes it among the top retailers in the.

How Chime Grew Customer Love Through Timely NPS Tracking

Case Study Customer Success Featured Net PromoterTiming is a critical factor to consider when measuring NPS. If you send your survey too soon, the feedback you receive may only reflect your customers’ limited perspective at the time. If you send your survey too late (or too infrequently), you may miss your opportunity to address a customer’s concern before they churn. This […]. The post How Chime Grew Customer Love Through Timely NPS Tracking appeared first on

On Technology In Experience Design: The Good, The Bad, The Ugly

Maz Iqbal

Case Studies Customer Experience Customer Service technology customer experience customer service design thinking Experience design User experienceBrussels Airport: Human Beings and Technology Complement One Another to Deliver A Good Experience It’s Monday morning, early, as we are about to land at Brussels airport I decide to take the train rather than the taxi. On landing I look for and follow the signs for the train. I arrive at level -1.

Services Before Sales Sells More Chicken! (Disney Agrees)


Case Studies Customer Engagement Strategy Customer Experience Customer Experience Design Employee Experience Experience Design Retail Service Design Chick-fil-A customer experience Customer Experience Management Strategy Disney mike wittenstein retail service design Walt Disney

Loud & Clear: How ForeSee Helps Ideal Shopping Dial Up Customer Satisfaction


Case Stories Contact Center Case Studies Ideal ShoppingIdeal Shopping Direct, one of the U.K.’s s top home shopping retailers, sells a wide range of products online and via TV channels with a reach of 25 million homes. The post Loud & Clear: How ForeSee Helps Ideal Shopping Dial Up Customer Satisfaction appeared first on ForeSee.

QRS Case Study


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.

Cognita Case Study


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

New Research: Customer Effort Score Debunked, NPS® Vindicated


In this case they are not suggesting adding top-2-box customer satisfaction to Net Promoter Score but simply tracking reporting on both indicators. Case Studies and Statistics Intermediate Net Promoter ScoreIs the new iPhone better than the latest Android phone?

Where I am Speaking This Fall! Come Say Hello!

Natalie Petouhof

Tweet It’s a busy fall and I hope to see you all out there, whether in person or on a webinar. Here’s some of the places I will be: 1. Webinar: ROI of Social Customer Car e Sept 6th @clarabridge [link] #custserv #CX. Here’s the report: [link] ). *. Think ROI of Social #custserv can’t be calculated? Think again! Webinar Sept 13th @clarabridge [link]. Here’s the report: [link] ). *.

A Great Place for Customer Service? Twitter: Oracle’s Social Roll-Out of A Twitter Enhanced Customer Solution

Natalie Petouhof

A recent McKinsey study stated that companies that improve their customer service can see a 30-50% improvement in key measurements including “likelihood to recommend” and “make repeat purchases.” Do you have executive management buy-in, a business case and a strategic and tactical plan that shows how your approach to social customer care is going to reduce costs, but also increase revenue?

Summit presentations that score big: How to make your proposal stand out


Case Stories Events Case Studies ForeSee Summit ForeSee Summit 2017 socializing data Summit presentations

Confirmit W5 GNI Case Study


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

CX 2015: Where Does The UK Stand In Relation To The USA?

Maz Iqbal

Case Studies Customer Experience Leadership / Change / Transformation Research Reports customer experience CX maturity Nunwood CX Research 2015 UK Customer Experience USA CX Leaders 2015 Some folks at Nunwood (CX research and consulting company) have been kind enough to email over their latest report: Have A Nicer Day, Learning From the USA’s Customer Experience Leaders. I found it to make interesting reading.