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Improving Customer Access to Tech Support: A Case Study
BlueOcean
APRIL 11, 2017
The post Improving Customer Access to Tech Support: A Case Study appeared first on. Case Studies
Study Related Topics 
IVR Custom Integration for a Multinational Communications Corporation: A Case Study
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.
6 competencies for CX transformation [Forrester study]
Vision Critical
NOVEMBER 29, 2017
At the 2017 Customer Intelligence Summit , Rick Parrish, a Forrester principal analyst servicing customer experience professionals, shared results of a recent study that shows an alarming lack of leadership in CX across all industries.
Better Experience = Better Business | a Case Study: Vacasa
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.
Study: The Health of the Contact Center
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1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the.
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CX now trumps brand loyalty, suggests a new study
Vision Critical
AUGUST 18, 2017
That’s one one of the key findings in a new CMO Council study , which found that 47 percent of loyal customers will stop doing business with a brand that provides “poor, impersonal or frustrating” experiences. Even your most loyal customers will not tolerate mediocre experiences.
Study: Greater Responsiveness to Reviews = Higher Ratings
ReviewTrackers
FEBRUARY 21, 2018
A recently published Harvard Business Review study by Davide Proserpio and Giorgos Zervas details how a company’s responsiveness to reviews can affect business performance.
A micro-case study in CX: CoSchedule
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.
6 Study-Backed Tips for “Best in Class” Customer Service
Provide Support
MAY 23, 2017
6 Study-Backed Tips for “Best in Class” Customer Service. Articles Best Practice 10 commandments of customer service best in class customer service best practice for email support customer service benchmark study customer support tips email support tips tips for email customer service
Executive Report: The Customer Data Too Often Overlooked by the C-Suite
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New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.
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2016 Automotive Dealership Loyalty Study
MaritzCX
MAY 2, 2016
Automotive Dealership Loyalty Study Background Follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study: Two Data Sets All Respondents (n=12,875) Weighted to 2009 and 2010 vehicle sales by model Used for Sales to Service Loyalty analyses and service usage analyses Vehicle Replacers (n=5228) 5431 had replaced their.
Case Study: Sustaining Optimal Outbound Sales Support While Increasing our Workforce by over 50%
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.
Comparing Internal CX and Syndicated Studies
MaritzCX
OCTOBER 11, 2016
From time to time, clients ask why their internal customer experience (CX) tracking programs appear to yield different results than independent third-party syndicated studies.
The Year 2022 – A Case Study of a Happy Customer
Currency Alliance
NOVEMBER 22, 2017
The post The Year 2022 – A Case Study of a Happy Customer appeared first on Currency Alliance. Liquidity loyalty customer engagement Case studySometimes friends ask me if I remember how we used to shop several years ago, as things seem to be changing so quickly at the moment.
The Top 3 Ways to Forecast for Your Contact Center
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Customer Case Studies White Paper: “The Definitive Guide to the Modern Contact Center” White Paper: “Beyond Shift Bidding: Dynamic Scheduling” info@calabrio.com +1 (855) 784-2807calabrio.com 1 Forecast accuracy is one of the most important. metrics by which workforce management (WFM).
Why Does Your Proprietary CX Not Match Up With Benchmark Studies?
MaritzCX
MARCH 23, 2018
One of the questions clients ask us “Why don’t our proprietary CX scores not match up with our benchmark studies?” It’s a valid question. There can be a perception they should move in lock step.
AIG Case Study
Confirmit
JULY 19, 2017
In this case study, you'll learn how AIG were able to: Drive a reduction in costs and an ability to allocate funds based on customer feedback. Voice of the Customer Case Studies
CrossTab Case Study
Confirmit
JULY 16, 2017
In this case study, you'll learn how Crosstab was has used Confirmit Horizons to deliver large, sophisticated research programs knowing that the platform's scalability, security and resiliance will support them across their 26 markets. Market Research Case Studies
Case Study: Journey Mapping Unleashes the Power of People
Heart of the Customer
JANUARY 31, 2017
The post Case Study: Journey Mapping Unleashes the Power of People appeared first on Heart of the Customer. Journey maps are extremely valuable tools.
Grade.us Case Study for Grene Vision Group
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.?
Conducting Customer Feedback Research with a Single Tool [CASE STUDY]
SurveyGizmo
OCTOBER 11, 2017
Today, Denver Food Group uses SurveyGizmo to collect and analyze online customer feedback for restaurant organizations, as well as for concept and product sorting, obtaining panels, and on-location reaction studies. By reallocating resources that were formerly used to conduct this research, DFG has expanded their business offerings to organizations looking to perform customer feedback studies at scale. Download SurveyGizmo’s latest case study below!
Moving at the Speed of Customer Experiences [CASE STUDY]
SurveyGizmo
SEPTEMBER 13, 2017
Download SurveyGizmo’s latest case study below! Customer Experience Uncategorized case study customer experience CXThe ASK LISTEN RETAIN program is a revolutionary online tool aimed at gauging customer satisfaction, building customer loyalty and enabling customer retention that works in combination with either telephone based customer satisfaction surveys and/or online surveys.
QRS Case Study
Confirmit
JANUARY 16, 2017
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.
Case Study: Enhance Your CX With This Technology
Beyond Philosophy
JANUARY 23, 2017
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.
United Airlines Computer Outage Is Customer Service Crisis Case Study
ShepHyken
FEBRUARY 1, 2017
Yet every cloud has a silver lining, and in this instance it’s a mini-case study on how to handle a customer service crisis. The post United Airlines Computer Outage Is Customer Service Crisis Case Study appeared first on Shep Hyken.
Cognita Case Study
Confirmit
JANUARY 16, 2017
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
Automating Transactional Volume for Multinational IT Corporation: A Case Study
BlueOcean
JULY 18, 2017
The post Automating Transactional Volume for Multinational IT Corporation: A Case Study appeared first on. Blue Ocean News Case Studies Contact Center Outsourcing Mike HaslerThe Client.
Industry Study Worthwhile Reviewing
MaritzCX
MAY 25, 2012
I came across a study that was done by Booz & Co. entitled the US Automotive Industry Study and Confidence Index. The sub-title is A Return to Optimism and the report does a nice job at covering some of the more salient issues facing the industry. The link is: [link] Topics covered include: 1. View Article
Industry Study Worthwhile Reviewing
MaritzCX
MAY 25, 2012
I came across a study that was done by Booz & Co. entitled the US Automotive Industry Study and Confidence Index. The sub-title is A Return to Optimism and the report does a nice job at covering some of the more salient issues facing the industry. The link is: [link] Topics covered include: 1. View Article
Emotional Branding Case Studies to Emulate Great Customer Experience
Win the Customer
MARCH 8, 2017
Here are some case studies in successful emotional branding that business leaders can emulate to acquire and maintain customers. The post Emotional Branding Case Studies to Emulate Great Customer Experience appeared first on Win the Customer!
Case Studies in Smart Customer Engagement
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.
Test Drive Study – Part II
MaritzCX
JULY 10, 2013
About a year ago we published a study that looked at the number of North Americans who take a vehicle out for a test drive. This year, I wanted to revisit that study with the latest numbers from 2013 to see if the situation has. Surprisingly, we found the number was lower than anticipated. View Article
WAITING FOR STARBUCKS: THE FIRST ITALIAN STUDY OF FAST CASUAL
News & Customer Experience
SEPTEMBER 20, 2017
Waiting for Starbucks is the first Italian study about the phenomenon of Fast Casual. Inspired by the success of the famous american chain of caffetterias, the essay is an in-depth study of successful business models of Italian and foreign brands.
Report: Net Promoter Score Benchmark Study, 2016
Experience Matters
OCTOBER 11, 2016
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 315 companies across 20 industries based on a study of 10,000 U.S. consumers. Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […].
Reviews Posted by Patients Trends Upward, According to New Study
ReviewTrackers
MARCH 2, 2017
More patients are writing reviews about their physicians, according to a recent study published in the Journal of General Internal Medicine. Other key results from the study: 34 percent of providers said online reviews could cause a healthcare overuse.
3 Case Studies in Successful Social Media Customer Engagement
Win the Customer
AUGUST 25, 2016
The post 3 Case Studies in Successful Social Media Customer Engagement appeared first on Win the Customer! Social media has become a major tool for marketers. But even though most small businesses use social media, it doesn’t mean they’re using it effectively.
Confirmit W5 GNI Case Study
Confirmit
MARCH 6, 2017
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
Key Findings from our Accounting & Tax Services Study [Infographic]
PeopleMetrics
MAY 4, 2018
In fact, our study shows that 40% of clients on the fence about their current provider plan to leave for a competitor in 2019. Tax season is finally over, and many accounting and tax services providers are coming back online and starting to think of how they can improve in 2019. Maybe software needs updating, staff needs better training, or processes need to be streamlined. As the old saying goes, hindsight is 20/20.
2014 CCO Tenure Study Preview
CCO Council
APRIL 16, 2014
I''m putting the finishing touches on the CCO Council 2014 Tenure Study and am excited to share a sneak preview. Look for more detail in the upcoming tenure study results. Another significant finding of the study is that for the first time, CCOs are enjoying an unprecedented mobility.
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