Improving Customer Access to Tech Support: A Case Study

BlueOcean

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

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IVR Custom Integration for a Multinational Communications Corporation: A Case Study

BlueOcean

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.

170

6 competencies for CX transformation [Forrester study]

Vision Critical

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.

141

Study: Greater Responsiveness to Reviews = Higher Ratings

ReviewTrackers

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.

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Study: The Health of the Contact Center

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.

6 Study-Backed Tips for “Best in Class” Customer Service

Provide Support

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

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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.

130

2016 Automotive Dealership Loyalty Study

MaritzCX

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.

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

BlueOcean

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.

156

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.

Grade.us Case Study for Grene Vision Group 

Grade.us

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.?

26

Comparing Internal CX and Syndicated Studies

MaritzCX

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.

130

The Year 2022 – A Case Study of a Happy Customer

Currency Alliance

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.

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Why Does Your Proprietary CX Not Match Up With Benchmark Studies?

MaritzCX

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.

130

AIG Case Study

Confirmit

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

52

How Real-Time Customer Feedback Drives Fleetio’s Customer-Obsessed Culture

Case Study Procurement Through this process, Fleetio is also able to automate the. procurement of case studies and partner marketing content. C A S E S T U D Y How Real-Time Customer. Feedback Drives Fleetio’s. Customer-Obsessed. Culture We wanted a. better indicator. of how people.

CrossTab Case Study

Confirmit

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

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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.

96

QRS Case Study

Confirmit

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.

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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.

97

The Book of NPS

According to a study by Flurry, a mobile analytics company , smartphone users spent an average of about 5 hours/day on their devices. Another study by Express Pigeon reveals that for about half of us, our smartphone is the first thing we reach for upon waking. Study it.

Cognita Case Study

Confirmit

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

52

Automating Transactional Volume for Multinational IT Corporation: A Case Study

BlueOcean

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.

46

United Airlines Computer Outage Is Customer Service Crisis Case Study

ShepHyken

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.

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Emotional Branding Case Studies to Emulate Great Customer Experience

Win the Customer

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!

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Industry Study Worthwhile Reviewing

MaritzCX

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

100

Industry Study Worthwhile Reviewing

MaritzCX

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

100

Case Studies in Smart Customer Engagement

SuiteCX

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.

100

WAITING FOR STARBUCKS: THE FIRST ITALIAN STUDY OF FAST CASUAL

News & Customer Experience

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.

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Test Drive Study – Part II

MaritzCX

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

100

Report: Net Promoter Score Benchmark Study, 2016

Experience Matters

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 […].

51

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

SurveyGizmo

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!

46

Reviews Posted by Patients Trends Upward, According to New Study

ReviewTrackers

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.

65

3 Case Studies in Successful Social Media Customer Engagement

Win the Customer

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.

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Moving at the Speed of Customer Experiences [CASE STUDY]

SurveyGizmo

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.

46

Confirmit W5 GNI Case Study

Confirmit

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

52

Data-Driven Decision Making: A March Madness Case Study

Centriam Customer Experience Lab

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

62

2014 CCO Tenure Study Preview

CCO Council

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.

52

Report: Net Promoter Score Benchmark Study, 2017

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S. consumers. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty.

30

Video: Test Drive Study – Part II

MaritzCX

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

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