Improving Customer Access to Tech Support: A Case Study

BlueOcean

With more than 25 million customers in the US, our client’s business was completely crushing it in all areas of their core competency and growing at an extraordinary pace, but managing a contact center operation (not their core competency) within their business was becoming increasingly challenging.

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

AskNicely

So who manages the millions upon millions of daily transactions? With humble beginnings in the fitness industry, they have grown dramatically to offer billing, customer call center management, and collections in all kinds of industries. Getting feedback straight to the front line.

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. But Helen had also asked on social media for people’s comments and gave this feedback too. Dave bought 100 books for his senior management. Every little complaint helps!

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

SurveyGizmo

Denver Food Group streamlines customer feedback research with SurveyGizmo. Lewis runs much of the communications with customers, and oversees the business’s proposals, research methodology, and project management. Since its inception, DFG has provided customer feedback to its clients on products, branding, menu board designs, and all sorts of potential new concepts. Before implementing a new solution, Lewis and his team were able to distribute customer feedback surveys.

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

BlueOcean

We collaborated closely between recruiters, coaches and management to ensure a seamless transition from recruitment to training to production within a supportive environment. We also worked to ensure that feedback was delivered quickly. Case Studies

Grade.us Case Study for Grene Vision Group 

Grade.us

Dr. Gangadhar raised his concern to Grene Vision Group’s management team, and it was agreed upon that something should be done to improve and manage the company’s online reviews. When looking for an online review management platform, it was important that the platform provided?

A Grade.us Case Study – BizMktg – Helping Businesses Win Online

Grade.us

While North Creek Dental had a 97% positive feedback rate, they were able to successfully recover the poor experience of 7 patients (poor being a 3 star rating in this case!), Case Study – BizMktg – Helping Businesses Win Online appeared first on Blog | Grade.us

Case Study: Wyndham Destinations Asia Pacific

Confirmit

For the CX team, being able to capture feedback at both a strategic relationship level (Net Promoter Score®) and at tactical and operational touchpoints throughout the customer journey was crucial. Voice of the Customer Case Studies

Case Study: Wyndham Destinations Asia Pacific

Confirmit

For the CX team, being able to capture feedback at both a strategic relationship level (Net Promoter Score®) and at tactical and operational touchpoints throughout the customer journey was crucial. Voice of the Customer Case Studies

Automating Transactional Volume for Multinational IT Corporation: A Case Study

BlueOcean

As one of three contact center vendors supporting order management for this organization at a global level, we deliver logistics support, change management and technical documentation. Blue Ocean News Case Studies Contact Center Outsourcing Mike HaslerThe Client.

Third-Party Retail Case Study: Paint Products

Second to None

For many organizations, third-party retail serves as the foundational pillar of their retail success, thus making it essential that customer feedback data is being collected, analyzed and acted upon to ensure that you are consistently providing the appropriate value and exceeding consumer expectations. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

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

Heart of the Customer

Kelly Ohaver is the Client Experience Manager at the City of Centennial, as well as an active CXPA member. 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.

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. What do you think you did to earn this kind of feedback?

How Survey Feedback Improves Product Offerings at Constant Contact

Clarabridge

The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys.

How YETI Stays Ahead with Feedback

GetFeedback

I am the Associate Manager of Data Analytics & Modeling for our Customer Engagement Group. The other aspect of my role is project management and system improvements. How does feedback play a role at YETI? Feedback is very important and luckily we have GetFeedback!

See how Pipedrive improves their award-winning CRM using customer feedback

Survicate

Customer feedback is an important part of almost any process imaginable. We talked to Pipedrive’s Product Manager, Ksenia Chaynikova and Research Team Lead, Paula Koppel to examine this statement and discuss how Pipedrive uses Survicate across multiple teams to deliver a product that meets their needs. Today, over 75,000 customers in 170 countries across 100 industries leverage Pipedrive’s award-winning software to manage their sales processes. Case study

How TechStyle Uses Stella Connect to Supercharge the Performance of its Outsourced Contact Center Teams

StellaService

The company also aims to do more with less—particularly when it comes to managing its customer service teams, which operate out of five outsourced contact centers in the Philippines, Mexico, Serbia and Poland. Managing Performance with Real-Time Visibility .

How Real-Time Customer Feedback Drives Customer Obsession at Fleetio

AskNicely

They rally their entire organization around customer feedback. Fleet Management Software Meets Real-Time Customer Feedback. To say the fleet management industry is complex is a massive understatement. Empowering an Entire Organization with Customer Feedback.

How Survey Feedback Improves Product Offerings at Constant Contact

Clarabridge

The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys.

How Greyhound reduces analytics time tenfold with Thematic Text Analytics

Thematic

A great example of a company who has transitioned from time-consuming, manual customer feedback analysis to AI-powered, fast text analytics, practically in no time, is Greyhound. What was the biggest issue with analyzing feedback manually? Moment: positive feedback for bus drivers. “My

How RevZilla Uses Real-Time Customer Feedback to Improve Front-Line Team Performance and Drive Measurable Business Results

StellaService

Immediately after every service interaction, RevZilla customers receive personalized, agent specific Stella Connect feedback requests. This customer feedback flows in real-time into streams and dashboards that Gear Geeks and their managers’ have open in front of them throughout the day.

Droplr improves users experience with Intercom surveys

Survicate

With over 530 000 users worldwide and is featured in the top 3 of fastest growing Slack apps of 2018, Droplr still manages to listen carefully to their users. Using Survicate Intercom integration Droplr collects valuable user feedback and puts the business on a new trajectory.

Reinventing the real estate market with Survicate

Survicate

Survicate’s alternative that we’ve tested couldn’t quite manage the number of our users or were too expensive, ” says Michal Jaskolski. Well organized feedback. Using Survicate’s Workspaces, we are able to easily manage our surveys and targeting ” sums up Michal Jaskolski.

Customer Centric Action Plans

ClearAction

And survey results and process improvement status updates on the company’s intranet site provide essential reference material for product managers and designers to integrate into key initiatives and offerings. Customer Centric Action Plans Lynn Hunsaker.

B2B Customer Review Websites: 3 Tips For Blowing Past Competitors

Influitive

After all, a Google study found that 60 percent of B2B technology buyers search for peer reviews during the decision-making process. That’s why Angela Higgins , Manager, Customer Engagement at Code42, made getting high-quality customer reviews a top priority. Download the study now.

B2B 73

Jet.com Takes Off With Stella Connect

StellaService

Use customer feedback and customer-directed rewards to motivate and engage the front-line team. “Stella Connect is an amazing asset for our team and has totally changed the way we think about performance management across our contact center. Case Study

New Research: Customer Effort Score Debunked, NPS® Vindicated

Genroe

It’s similar with customer feedback metrics. The paper is aptly titled: “ The predictive ability of different customer feedback metrics for retention ” and is freely available on line for review. Case Studies and Statistics Intermediate Net Promoter Score

4 Reasons Why Holstee Are Brilliant At Building Relationships

customer sure

How did they manage it? In fact, Mike says they had a hard time managing all the attention for a while. This was their first experience in acting on feedback from their customers. Now they keep themselves informed of customer feedback through a close group of trusted individuals.

Building Customer Satisfaction with Survicate

Survicate

To maintain and constantly improve their customers satisfaction, Castorama decided to collect feedback with Survicate website and email surveys. Tom Stefanowski, Web Development Manager, at Castorama says, “ is a country’s leader with over 48% coverage of the Polish offline market. ”.

How Swanson Health Products Used Stella Connect to Reduce Agent Attrition by 25% in a Single Year

StellaService

Stella Connect’s real-time customer feedback streams gave team leaders exactly what they’d hoped for: a tool that motivated agents and delivered unmatched visibility of individual and collective performance. Team leaders share positive feedback across the team on an ongoing basis.

How Williams-Sonoma Leverages Stella Connect to Optimize Coaching and QA and Drive Cost Savings Across its Contact Center

StellaService

Proving the Business Case. Before signing up with Stella Connect, Craig needed to develop a business case internally. As part of this rollout, contact center managers were trained on how to leverage the real-time feedback to optimize agent performance. Case Study Coachin

How Williams-Sonoma Leverages Stella Connect to Optimize Coaching and QA and Drive Cost Savings Across its Contact Center

StellaService

Proving the Business Case. Before signing up with Stella Connect, Craig needed to develop a business case internally. As part of this rollout, contact center managers were trained on how to leverage the real-time feedback to optimize agent performance. Case Study Coachin

Find out how Agendor uncovered critical customer insights with NPS® Surveys

Survicate

How Agendor keeps improving their product with Survicate Website Surveys, and how a Product Management NPS ® Survey can be used to improve the work of the entire company. Tulio Monte Azul, CTO and Product Manager at Agendor, reached out to Survicate. He says that “As a Product Manager, I needed to be closer to our customers in order to listen to them, recognize good ideas, and improve communication”. Tulio was also concerned with the quality and fidelity of the feedback. “A

What Does It Take To Generate “Total Customer Satisfaction”?

Maz Iqbal

Shocked, we decided to feature on-time delivery as a significant part of a new bonus system, allowing branch managers and their people to earn up to 25% of their bonus for on-time delivery. After another investigation a team of warehouse people found that the main reason was … small orders…… Management was stunned – our small order strategy had been an article of faith throughout the corporation.

Stop Building Barriers to Customer Relationships

customer sure

However, Innovative Apple accessory vendor, StudioProper , have managed to develop the knack for meeting and exceeding these needs. I ask Alon how he’s managed to meet these standards time and time again. And their ongoing loop of feedback.

How Not To Go About Effecting Behavioural Change And Moving Towards Customer-Centricity

Maz Iqbal

The authors of Six Simple Rules point out that managers go about effecting change by typically taking a hard approach (strategy, structure, process). In the last post I illustrated what tends to happen when managers take the hard approach: set direction, communicate direction, set metrics to hit, change the bonus system. Most managers are yet to get it: when you ‘deworld the world of its worldhood’ you are in the land of theory.

How Vertafore Maintains Customer Experience Excellence

SurveyGizmo

Case Study Overview. Unintuitive customer experience (CX) surveys were used to collect feedback from customers and internal employees. A seamless Salesforce integration for efficient data management and communication. Internal surveys to capture employee feedback. Britton Bigby, Senior Technical Program Manager, Vertafore. Today, Vertafore closes thousands of cases per month, and follow-up transactional surveys are distributed after each case is closed.