Lithium

DECEMBER 17, 2018

More than 200 million customers trust Autodesk software to help them make things. An early adopter of community, Autodesk redesigned its user community to create an Expert Elite member program that delivers accurate, fast peer-to-peer customer care. How did they motivate customers to volunteer and become Expert Elites?

Case Study 61

Case Study Study Customer Care Software 61

CX Centric

JANUARY 20, 2021

This case study is an extract from The Customer Experience Playbook by Jonathan Daniels. The 5th stage involves the establishing of customer-centric KPIs and Metrics. These are the KPIs that customers care about and hence have a huge impact on the customer’s experience. Ruth Crowley.

Case Study 52

Case Study Study Customer Journeys Customer Experience 52

Lithium

JUNE 11, 2019

More than 200 million customers trust Autodesk software to help them make things. An early adopter of community, Autodesk redesigned its user community to create an Expert Elite member program that delivers accurate, fast peer-to-peer customer care. How did they motivate customers to volunteer and become Expert Elites?

Case Study 40

Case Study Study Customer Care Software 40

Lithium

JUNE 11, 2019

More than 200 million customers trust Autodesk software to help them make things. An early adopter of community, Autodesk redesigned its user community to create an Expert Elite member program that delivers accurate, fast peer-to-peer customer care. How did they motivate customers to volunteer and become Expert Elites?

Case Study 40

Case Study Study Customer Care Software 40

Lithium

JUNE 11, 2019

More than 200 million customers trust Autodesk software to help them make things. An early adopter of community, Autodesk redesigned its user community to create an Expert Elite member program that delivers accurate, fast peer-to-peer customer care. How did they motivate customers to volunteer and become Expert Elites?

Case Study 40

Case Study Study Customer Care Software 40

Lithium

DECEMBER 17, 2018

More than 200 million customers trust Autodesk software to help them make things. An early adopter of community, Autodesk redesigned its user community to create an Expert Elite member program that delivers accurate, fast peer-to-peer customer care. How did they motivate customers to volunteer and become Expert Elites?

Case Study 40

Case Study Study Customer Care Software 40

Lithium

DECEMBER 17, 2018

More than 200 million customers trust Autodesk software to help them make things. An early adopter of community, Autodesk redesigned its user community to create an Expert Elite member program that delivers accurate, fast peer-to-peer customer care. How did they motivate customers to volunteer and become Expert Elites?

Case Study 40

Case Study Study Customer Care Software 40

Lithium

DECEMBER 17, 2018

More than 200 million customers trust Autodesk software to help them make things. An early adopter of community, Autodesk redesigned its user community to create an Expert Elite member program that delivers accurate, fast peer-to-peer customer care. How did they motivate customers to volunteer and become Expert Elites?

Case Study 40

Case Study Study Customer Care Software 40

CSM Magazine

MARCH 13, 2024

Implementing Sabio’s proprietary Salesforce Service Cloud Accelerator and Salesforce Service Cloud, Sweaty Betty realised game-changing operational efficiencies and customer satisfaction levels that exceeded all expectations. You can read the full case study here. “The live chat wasn’t an afterthought. .

Omni-Channel 52

Omni-Channel Groups Self Service Customer Experience 52

Natalie Petouhof

MAY 11, 2016

If you are doing something really interesting, make sure to send in your case study! Covering Customer Facing Applications that Drive Awesome Customer Experience. If you have what it takes to compete in the SuperNova Awards submit your application today: https://www.constellationr.com/events/supernova/2016.

Case Study 40

Case Study Study Innovation Leadership 40

BlueOcean

DECEMBER 18, 2018

AI can be a powerful tool, but it is just one cog in the customer care engine. AI should enhance the customer experience through seamless, elegant integration with live agent support – allowing agents to focus on higher value or higher complexity scenarios requiring human intelligence and decision-making. . #6

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

SurveySensum

APRIL 1, 2024

Companies can display selected testimonials prominently on their homepages or in social media campaigns to attract and reassure new customers. Case Studies as Success Narratives: Publish detailed case studies on past successful projects. Customer care : Ensuring satisfaction and value through honest marketing.

Brands 52

Brands Case Study Social Media Feedback 52

TechSee

JULY 21, 2020

Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and cross-functional collaboration. A rep may promise a customer next-day service but then field service cannot provide a technician. To access it, click here.

Knowledge Base 136

Knowledge Base Contact Center Case Study Customer Centricity 136

Maz Iqbal

MARCH 6, 2015

Case Studies Culture Customer Philosophy Customer-Centricity Employee Engagement Leadership / Change / Transformation Social customer care customer centricity employee engagement humanistic leadership leadership social' Today, this organisation (and its leadership) is on my mind again.

Leadership 48

Leadership Case Study Customer Philosophy Customer Centricity 48

Hallmark Business Connections

AUGUST 26, 2021

Heralding Customer Care Employees in 2021. Customer Service Week has been around since the 1980s, and it keeps evolving. To learn more about how to increase customer and employee satisfaction, check out this Evergy case study and see what’s possible with the power of a Hallmark card.

Customer Service 77

Customer Service Case Study Customer Service Representative Entertainment 77

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. Join 5000+ customer care professionals online for a virtual event that is purpose-built to propel your business into the future of customer service.

Self Service 52

Self Service Customer Service Customer Experience Case Study 52

NICE inContact

MAY 12, 2017

In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care. I put quotations around debate because it seemed to me that the overwhelming answer to the question by all the participants was YES.

Contact Center 120

Contact Center Connections Conference Case Study 120

C3Centricity

MARCH 31, 2020

These are the takeaways that you might want to consider in order to avoid similar long drawn-out – and resource-wasting – exchanges with your own customers.

Customer Service 177

Customer Service Customers CRM Customer Care 177

Natalie Petouhof

APRIL 26, 2016

Tweet Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service. For more information on this report, you can find it here.

Social Media 40

Social Media Self Service Engagement ROI 40

ShepHyken

FEBRUARY 28, 2020

If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. I give them customer experience tips and insights, not the other way around.”. In fact, you’re probably telling yourself – “Salespeople? But you’d be surprised.

Roadmap 115

Roadmap Sales Case Study Airlines 115

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. The components of a business case include: Goals and objectives for the social customer care initiative.

ROI 45

ROI Social Media Airlines Customer Service 45

CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

CSM Magazine

SEPTEMBER 20, 2016

After more than a decade as the USA’s leading customer service and contact event, CCW (Customer Contact Week) is coming to Europe in 2017 for the first time ever. Achieve customer centricity through your culture. Drive revenue through the brand and customer service.

Omni-Channel 40

Omni-Channel Case Study Customer Centricity Study 40

Lithium

JUNE 11, 2019

Building on the foundation laid with Community Manager Certification Level I, this new course includes more data points, deeper case study examples, new reusable assets, and more opportunities to collaborate with fellow attendees. Learn how to best engage with customers on the social web. Duration : 8 hours. ROI Connection.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Building on the foundation laid with Community Manager Certification Level I, this new course includes more data points, deeper case study examples, new reusable assets, and more opportunities to collaborate with fellow attendees. Learn how to best engage with customers on the social web. Duration : 8 hours. ROI Connection.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Building on the foundation laid with Community Manager Certification Level I, this new course includes more data points, deeper case study examples, new reusable assets, and more opportunities to collaborate with fellow attendees. Learn how to best engage with customers on the social web. Duration : 8 hours. ROI Connection.

Social Media 40

Social Media Case Study ROI Course 40

Beyond Philosophy

JULY 17, 2017

At the other end of the spectrum, Dan Hesse, former CEO of Sprint, tied customer experience to mobility and connectivity and profitability. At Sprint, they tied their employee compensation system to reducing churn and the number of calls people made to customer care. Hesse didn’t talk about customer emotions.

Technology 132

Technology Touchpoint Case Study Consulting 132

CSM Magazine

JUNE 22, 2018

WBR has announced the full agenda and speaker lineup for Field Service Amelia Island, a three-day conference that brings together some the world’s leading cross-industry service, support, and customer care leaders to share insights and best practices for building world-class service and support operations.

Conference 40

Conference Case Study Healthcare Study 40

Lithium

AUGUST 3, 2022

Khoros] Does automation exceptionally well, it's effortless to use, and it's elementary to get people who are not digital experts, social media experts, or even customer care experts to see and understand the value of what's going on. 2021 Customer Awards: TV 2 Denmark - Best-in-Class: Marketing. Case Study | Khoros.

ROI 52

ROI Marketing Social Media Advertising 52

Integrity Solutions

SEPTEMBER 23, 2021

When a customer spends time with a salesperson- and come away saying they got value from the discussion- what are they actually getting ? Value is not about understanding the history of their firm, getting descriptions of the solutions being proposed, or reviewing case studies and testimonials.

Roadmap 72

Roadmap Sales Case Study Leadership 72

Lithium

JULY 26, 2018

We are extremely grateful for our superusers and advocates who make our community thrive and continue to push the envelope on what amazing digital customer care and engagement should look like. These Stars are the heart and soul of Lithium.

Case Study 40

Case Study Study Customer Care Engagement 40

Lithium

JULY 26, 2018

We are extremely grateful for our superusers and advocates who make our community thrive and continue to push the envelope on what amazing digital customer care and engagement should look like. These Stars are the heart and soul of Lithium.

Case Study 40

Case Study Study Customer Care Engagement 40

Lithium

JULY 26, 2018

We are extremely grateful for our superusers and advocates who make our community thrive and continue to push the envelope on what amazing digital customer care and engagement should look like. These Stars are the heart and soul of Lithium.

Case Study 40

Case Study Study Customer Care Engagement 40

Interactions

MARCH 28, 2019

Today, there are hundreds of vendors claiming to offer AI-driven solutions for customer care. Yet, a recent study in Europe MMC Ventures found that 40% of “AI startups” don’t actually use AI. This confusion leads to the impression that anyone can deploy an AI solution for customer care, but the reality is, it’s not that simple.

Customer Engagement 63

Customer Engagement Self Service Engagement Contact Center 63

Natalie Petouhof

MAY 27, 2016

Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. • How to Measure Customer Experience: Performance Management Maturity-Upcoming.

Omni-Channel 40

Omni-Channel Social Media e-support ROI 40

Amity

NOVEMBER 6, 2017

There is still time to reframe your approach, but first things first, you need to get this customer on a call. Below are some useful tips to get unresponsive customers to finally get back to you. There’s nothing like a sneak peek to make a customer feel special. -Ty Tease Them With Your Product Roadmap.

How To 81

How To Roadmap Case Study Tips 81

Magellan Solutions

FEBRUARY 10, 2016

Though you can rely on market research; focus group discussions; and case studies to determine these things, you can also make use of data gleaned from social media to develop audience personas. If they voice their concerns, be sure to provide adequate customer care. Be responsive. Do A/B testing.

Social Media 73

Social Media Customer Service Entertainment Case Study 73