New Study Shows Major Disconnect Between Companies And Customers

Kerry Bodine

Earlier this week I posted about a study commissioned by the CRM platform Insightly , which showed the lengths that consumers and business decision makers would go to in order to avoid stressful customer service interactions.

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Score Differences Between Studies

InMoment XI

MaritzCX clients often ask us “why are our scores on the same question different between these two studies?” We commonly find that mode effects explain the differences, however there are other aspects of research that may be at play, two of which we discuss below: Relationship vs. Transactional Relationship studies are conducted periodically to explore.

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First Direct Bank Decided to Always Be Available: A Case Study

Customer Bliss

Learn more in this case study. #CX Want more case studies? The post First Direct Bank Decided to Always Be Available: A Case Study appeared first on Customer Bliss. In today’s instant gratification age, customers expect service to be faster and more responsive than ever.

Running Brand Awareness Studies

SurveyGizmo

Our Panels team is helping many customers run Brand Awareness Studies to enable marketing teams to understand where they stand today and how their advertising and marketing efforts are moving the needle. For this kind of study, you will need a Professional or Full Access account.

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Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

Highly Cited Researchers case study: Korea University, South Korea

Clarivate

A few examples include data-based information on the Sustainable Development Goals, benchmarking data for academic research results in numerous study areas and matching researchers in similar fields. Highly Cited Researchers 2021 are based at more than 1,300 institutions.

Deep Dive into NPS with the UK Consumer Study

InMoment XI

The Results Are In The UK Consumer Study produced by Bain & Company in partnership with MaritzCX is the first comprehensive annual survey of major UK industries and sub-industries, including Automotive, Travel, Logistics, Utilities, Technology and Media.

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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 […].

Dare to Rethink What’s Always Been Done: A Case Study in Rethinking the Wait

Customer Bliss

Get more case studies, activities, and insights in the book. The post Dare to Rethink What’s Always Been Done: A Case Study in Rethinking the Wait appeared first on Customer Bliss. Can I please ask: what’s with all the old magazines in waiting rooms?

Social Media Study: Stress Hurts Call Center Employees and the Customer Experience

Uniphore

There have been many studies that document the state of the contact center and the mental health of contact center agents during the pandemic. The post Social Media Study: Stress Hurts Call Center Employees and the Customer Experience appeared first on Jacada.

Best Practices for a Marketing Database Cleanse

As frustrating as contact and account data management can be, this is still your database – a massive asset to your organization, even if it is rife with holes and inaccurate information. Entrusting a vendor to help maintain its accuracy and completeness is no ordinary engagement. Download ZoomInfo’s latest data-driven eBook aimed to help marketing leaders understand the best practices around choosing a B2B contact data provider.

2016 Automotive Dealership Loyalty Study

InMoment XI

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study.

What is a Longitudinal Study?

SurveyGizmo

Let’s take a look at longitudinal and cross-sectional studies and when they work best for business. What is the Definition of a Longitudinal Study? A longitudinal study occurs over many touch points across an extended period of time. The Three Kinds of Longitudinal Studies.

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2016 Automotive Dealership Loyalty Study

InMoment XI

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study.

2016 Automotive Dealership Loyalty Study

InMoment XI

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.

5 Essential Pieces of a Prospecting Solution

As organizations chase new revenue targets, B2B sales leaders must examine cutting edge prospecting solutions that proactively help reps identify, connect with, and close qualified buyers faster. This eBook aims to help B2B sales leaders better understand the five essential features your prospecting solution must include.

Report: Net Promoter Score Benchmark Study, 2015

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. This is the fourth year of this study that includes Net Promoter® Scores (NPS®) on 291 companies across 20 industries based on a study of 10,000 U.S. See the NPS Benchmark Studies from 2012 , 2013 , and 2014. Here’s a list of companies included in this study (.pdf).

Personal Finance Case Study: LendingTree Grows Customer Engagement

Blueshift

The post Personal Finance Case Study: LendingTree Grows Customer Engagement appeared first on Blueshift. There’s a reason why personal finance is called just that — because, well, it’s personal.

Embed Trust, Energy and Joy in Work: A Case Study in Empowering Employees

Customer Bliss

Case Study: SOL Decided to Let People Set Their Own Targets. Want more case studies? The post Embed Trust, Energy and Joy in Work: A Case Study in Empowering Employees appeared first on Customer Bliss. Have you ever played service roulette?

How to Ace Global Qualitative Studies

2020 Research

How to Ace Global Qualitative Studies. That’s why we have created a short guide to help you ace global qualitative studies and reap the rewards of successful research, globally. The post How to Ace Global Qualitative Studies appeared first on Schlesinger Group.

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

Inclusion and Diversity in Community: A HubSpot Case Study

Vanilla Forums

Inclusion and diversity are topics that, in a general sense, have been catapulted into the spotlight over the past couple of years. Community

Report: Employee Engagement Benchmark Study, 2015

Experience Matters

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. This is the fourth year that we’ve released this study (see 2012 study , 2013 study , and 2014 study ). Of the 15 industries measured in the study, construction has the highest level of engaged employees while transportation and warehousing has the lowest.

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

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 StudiesThe Client : A young, dynamic company founded seven years ago and headquartered in Canada’s “Silicon Valley,” our client is a tech company established with the goal of disrupting the mobility sector. Their business model was founded on the cell phone industry equivalent of a unicorn: a customer-centric offering that puts affordability and flexibility at the forefront.

The Health of the Contact Center: Are You Ready for 2019?

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.

Download lastminute.com Case Study

Optimove

The post Download lastminute.com Case Study appeared first on Optimove

PPV Customer Service Case Study: Cable Company Avoids a TKO

TechSee

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. vs. Conor McGregor- a major US cable company had high expectations.

Report: Net Promoter Score Benchmark Study, 2014

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. This is the third year of this study that includes Net Promoter® Scores (NPS®) on 283 companies across 20 industries based on a study of 10,000 U.S. Here’s a list of companies included in this study (.pdf). consumers. Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries.

[Case Study] How Zip Water UK Lifted NPS from 5 to 73

Genroe

In this case study we examine the reproducible steps and approaches they took to drive that change. The post [Case Study] How Zip Water UK Lifted NPS from 5 to 73 appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe. Net Promoter Score Case Studies

Study: The Health of the Contact Center

Better Experience = Better Business | a Case Study: Vacasa

Storyminers

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.

How to Boost Agent Productivity: A Swisslog Case Study

NICE inContact

Now more than ever, personalised customer experiences are key to success. Personalised, multichannel service is no longer a perk; it’s what customers expect. However, you may not realise that personalisation is central to the success of your contact centre agents too

Comparing Internal CX and Syndicated Studies

InMoment XI

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. In the automotive customer experience industry, the independent studies most clients ask about are the JD Power Sales Satisfaction Index (SSI) and Customer Service Index (CSI) studies, and the MaritzCX New.

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Comparing Internal CX and Syndicated Studies

InMoment XI

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. In the automotive customer experience industry, the independent studies most clients ask about are the JD Power Sales Satisfaction Index (SSI) and Customer Service Index (CSI) studies, and the MaritzCX New.

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How to Fearlessly Empower Your Contact Center Agents

Speaker: Jeff Toister, Employee Training Expert, Bestselling Author, Speaker

An ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience. Gain practical tips from case studies featuring leading companies.

Report: Case Studies in Text Analytics

Experience Matters

We just published a Temkin Group report, Case Studies in Text Analytics. Here’s the executive summary: To help organizations understand how to use text analytics to transform their VoC programs, we have compiled five case studies from companies that have successfully utilized this capability. Each of these case studies follows a company’s journey as it built out its text analytics capabilities and also shows how each one organized its efforts.