MaritzCX

AUGUST 2, 2018

MaritzCX clients often ask us “why are our scores on the same question different between these two studies?”

Study 260

Study 260

MaritzCX

MAY 2, 2016

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues.

Automotive 317

Automotive Study Loyalty Customers 317

TechSee

JANUARY 9, 2018

The post PPV Customer Service Case Study: Cable Company Avoids a TKO appeared first on Techsee. Visual Support Call Center contact center customer support Tech Support Visual Support case studyIn anticipation of the biggest boxing fight of the year – Floyd Mayweather Jr.

Case Study 184

Case Study Study Company Customer Service 184

MaritzCX

MAY 2, 2016

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues.

Automotive 260

Automotive Study Loyalty Customers 260

BlueOcean

APRIL 11, 2017

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

Case Study 190

Case Study Study Customer Experience Training 190

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.

Case Study 170

Case Study Study Communication Average Handle Time 170

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.

Study 151

Study Leadership Metrics Brands 151

Genroe

JUNE 28, 2018

One way to prove the value of NPS® is to use external success stories and case studies to show what has […]. The post Net Promoter Score® Success Stories and Case Studies appeared first on Genroe. Case Studies and Statistics Net Promoter Score NPS PP: Net Promoter ScoreDemonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult.

Net Promoter Score 77

Net Promoter Score Case Study Study Data 77

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 177

Study Brands Loyalty Touchpoint 177

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.

Case Study 100

Case Study Study Hospitality Hotels 100

Genroe

JULY 2, 2018

The post [Case Study] Iron Mountain Doubles NPS? Best Practices Case Studies and Statistics NPS PP: Survey Response RatesIron Mountain doubled NPS survey response rates with two simple changes to their survey invite. In doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall. First, they changed the email invite “from” name to a real person, not a department. Second, they radically slimmed down the wording […].

Case Study 56

Case Study Study NPS Survey 56

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.

Study 260

Study 260

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.

Study 260

Study 260

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.

Study 89

Study Hotels Analysis Feedback 89

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

Study 98

Study Tips Customer Service Report 98

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. Automotive

Study 200

Study Industry Report Automotive 200

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

Study 200

Study Industry Automotive Report 200

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

Study 200

Study Industry Automotive Report 200

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.

Case Study 130

Case Study Study Social Media Conference 130

ijgolding

AUGUST 3, 2018

Sticking with the retail industry, it gives me no pleasure to bring this to life with a case study – an example of exactly why organisations are failing to transform and ultimately survive in an increasingly disrupted world.

Case Study 112

Case Study Study Retail Policies 112

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

Study 200

Study 200

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.

Case Study 156

Case Study Study Sales Automotive 156

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.

Case Study 145

Case Study Study Technology Tourism 145

Smarter CX

JULY 24, 2018

The study also reveals that 46% of consumers shop to distract themselves when they’re hungry. The post New Study Reveals the Stats on Stress Shopping appeared first on SmarterCX.

Study 60

Study Brands Data Strategy 60

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. Automotive

Study 200

Study Video Automotive 200

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

Study 200

Study Video 200

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.

Case Study 56

Case Study Study Customer Experience Airlines 56

MaritzCX

FEBRUARY 27, 2009

This case study shows how Futurestep is using Allegiance’s ActiveSurvey and Best Practices Consulting to improve its survey response rates and offer hundreds of thousands of dollars in value-added services to clients Futurestep provides the solutions and the global reach that businesses and organizations need to identify, recruit and retain the right people, ranging from full-time executives and middle managers to temporary project-based professionals.

Case Study 200

Case Study Study Consulting Survey 200

MaritzCX

FEBRUARY 27, 2009

This case study shows how Futurestep is using Allegiance’s ActiveSurvey and Best Practices Consulting to improve its survey response rates and offer hundreds of thousands of dollars in value-added services to clients Futurestep provides the solutions and the global reach that businesses and organizations need to identify, recruit and retain the right people, ranging from full-time executives and middle managers to temporary project-based professionals.

Case Study 200

Case Study Study Consulting Survey 200

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

Case Study 52

Case Study Study Insurance Customer Satisfaction 52

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.

Case Study 97

Case Study Study Tools Interaction 97

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 52

Case Study Study Marketing System 52

Second to None

JULY 3, 2018

The post Third-Party Retail Case Study: Paint Products appeared first on Second To None. Creating a product that excels in comparison to your competitors is an obvious goal for brands in any industry, but sometimes establishing customer relationships requires more than a great product. This is especially true for those brands that place their awesome products into big-box stores like Costco , Walmart or Home Depot.

Case Study 51

Case Study Study Comparison Retail 51

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!

Case Study 46

Case Study Study Tools Feedback 46

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 52

Case Study Study Innovation Meeting 52

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.

Case Study 46

Case Study Study Survey Data 46

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

Case Study 52

Case Study Study Touchpoint Groups 52

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.

Case Study 46

Case Study Study ROI Innovation 46

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.

Case Study 100

Case Study Study Customer Engagement Engagement 100

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.?

Case Study 35

Case Study Study Groups Feedback 35