HappyOrNot has announced it’s 2017 Air Transportation Benchmark Study detailing airport passenger satisfaction trends and key improvements airport authorities are making - especially in the peak summer travel season. The post Summer Months, July and August, Ranked Lowest in Passenger Satisfaction According to HappyOrNot Airport Study appeared first on HappyOrNot. MORE
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 […]. MORE
We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery , one of the leading Caterpillar dealers in the U.S., won the award, and I thought I would share with you what they did well. MORE
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. MORE
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. It’s all about your people. MORE
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. MORE
While some past studies have revealed a disconnect between the quality of the customer experiences the CEO believes a company delivers to its customers and what customers' actual perceptions are, a recent survey of CEOs finds that many chief executives view customer experience as the most effective opportunity for obtaining a competitive advantage. As the leader of the company, the CEO often sees himself or herself as the person who is ultimately responsible for the customer experience. MORE
Anyone who has witnessed corporate bungling of major customer service snafus realizes that not all apologies are created equal. Anyone even remotely interested in their customers should read HBR’s article titled “ The Organizational Apology.” MORE
Case Study Customer Success Featured GeneralOne of the most common reasons why companies decide to start measuring their Net Promoter Score is to understand the precise needs of their customers and to be able to address each one on an individual basis. MORE
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. Kelly Ohaver is the Client Experience Manager at the City of Centennial, as well as an active CXPA member. MORE
We just published a Temkin Group report, Case Studies in Text Analytics. 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. MORE
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. MORE
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. MORE
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. MORE
Read the complete Case Study now. The post NIIT Technologies – B2B Technology Industry Case Study in Service Revolution appeared first on UP Your Service. NIIT Technologies was widely viewed as a reliable company with excellent talent. MORE
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! MORE
If you are doing something really interesting, make sure to send in your case study! Tweet I’m judging the 2016 Constellation SuperNova Awards ! Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business. Nominate yourself or someone you know before August 8, 2016. To learn more, apply here: https://www.constellationr.com/events/supernova/2016. About the SuperNova Awards. MORE
Case Studies Customer Service Outsourcing VideosMaking the business case for outsourcing customer service to a contact center partner can be relatively straightforward when C-Suite decision-makers are weighing in-house versus outsourced options. MORE
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. MORE
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. MORE
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. MORE
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 ). MORE
Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. MORE
The post Case Study: Journey Mapping Unleashes the Power of People appeared first on Heart of the Customer. Journey maps are extremely valuable tools. MORE
CASE STUDY 1 – Weleda. CASE STUDY 2 – Old Mutual Zimbabwe. The second ‘authenticity’ case study comes from a very different part of the world – and from an industry that you may not have suspected. MORE
Here are five highlights from the study, which you can download in full here. #1: We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. MORE
But in too many cases, company leaders have an inflated view of their brand's customer service capabilities, as evidenced by the findings in a recent Pegasystems study. Most business leaders would be thrilled to have their companies be able to deliver a differentiated customer experience. But many organizations are often hamstrung by a lack of insights about individual customers and process gaps that are needed to provide personalized, smooth, and tailored experiences. MORE
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. MORE
We are living in a world where consumer expectation is changing as rapidly as ever before. New technology is enabling people to do what they want, when they want to do it, wherever they happen to be. We crave speed, simplicity and consistency in our interactions. All around the world, this change in consumer expectation […]. MORE
The project, called the WISDOM study, will be led by breast cancer researcher Laura Esserman , MD, MBA, professor of surgery and director of the Carol Franc Buck Breast Care Center at the UCSF Helen Diller Family Comprehensive Cancer Center. More on the Actual Breast Cancer Study: The five-year study – a UC Health systemwide effort with participation from all five UC medical centers – will involve approximately 100,000 women 40 to 80 years old. How Will The Study Work? MORE
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 MORE
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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. MORE
The post Improving Customer Access to Tech Support: A Case Study appeared first on. Case Studies MORE
We just published a Temkin Group report, Employee Engagement Benchmark Study, 2016. This is the fifth year that we’ve published the benchmark of U.S. employees. The research is based on an online survey on Q3 2015. Take a look at our Employee Engagement Resource Page). Here’s the executive summary: We used the Temkin Employee Engagement Index to […]. Assessments Benchmarks Customer experience Employee Engagement Temkin Group Research Trends MORE
The writing is on the wall, mobile is a critical touch point; one that is in every customers’ pocket and often the first one that customers choose to engage with. But, in order to impact business results, marketers have to focus on the mobile experience first and foremost. MORE
We just published a Temkin Group report, Employee Engagement Benchmark Study, 2017. This is the sixth year that we’ve published the benchmark of U.S. employees. The research is based on an online survey on Q3 2016. Take a look at our Employee Engagement Resource Page). For the sixth year in a row, Temkin Group used the […]. MORE
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. MORE
So you keep your mouth shut and hope for the … Continue Reading → The post Risks of Changing to a New Business Model: Resort Case-Study appeared first on Frank Reactions. You know that sinking feeling you get when your best friend starts dating someone unsuitable? You want to try and talk them out of it, but you know they won’t listen. MORE
Blog Customer Experience Design Customer Experience Strategy Employee Experience Tips Trends Customer experience resources Customer Experience Study CX Resources CX study Experience economics KPMG Nunwood MORE
Enjoy this full 16-page academic case study of LUX* Resorts by Professor Jochen Wirtz and Ron Kaufman, as published in the leading MBA textbook: Services Marketing: People, Technology, Strategy 8th Edition. Download and discover key lessons in this academic case study now. MORE
Testimonials and real life case studies from real customers build trust. Customer testimonials are an effective marketing technique, and they generate ample selling power. But why are they so effective as customer experience enhancers? These proofs of product and service are unbiased and, most of all, they are not salesy because they are written by real […]. Communication Customer Experience Customer Service MORE
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. MORE
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 MORE
Study Related Topics 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.
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.
BlueOcean
APRIL 11, 2017
The post Improving Customer Access to Tech Support: A Case Study appeared first on. Case Studies
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.
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.
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.
Experience Matters
OCTOBER 13, 2015
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.
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.
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.
Think Customers
MAY 24, 2016
While some past studies have revealed a disconnect between the quality of the customer experiences the CEO believes a company delivers to its customers and what customers' actual perceptions are, a recent survey of CEOs finds that many chief executives view customer experience as the most effective opportunity for obtaining a competitive advantage. As the leader of the company, the CEO often sees himself or herself as the person who is ultimately responsible for the customer experience.
360Connext
APRIL 28, 2017
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. It’s all about your people.
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.
PeopleMetrics
AUGUST 10, 2016
Here are five highlights from the study, which you can download in full here. #1: We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a 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!
Win the Customer
JULY 14, 2015
Testimonials and real life case studies from real customers build trust. Customer testimonials are an effective marketing technique, and they generate ample selling power. But why are they so effective as customer experience enhancers? These proofs of product and service are unbiased and, most of all, they are not salesy because they are written by real […]. Communication Customer Experience Customer Service
Experience Matters
FEBRUARY 16, 2016
We just published a Temkin Group report, Employee Engagement Benchmark Study, 2016. This is the fifth year that we’ve published the benchmark of U.S. employees. The research is based on an online survey on Q3 2015. Take a look at our Employee Engagement Resource Page). Here’s the executive summary: We used the Temkin Employee Engagement Index to […]. Assessments Benchmarks Customer experience Employee Engagement Temkin Group Research Trends
Experience Matters
FEBRUARY 17, 2015
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 ).
Natalie Petouhof
SEPTEMBER 16, 2015
The project, called the WISDOM study, will be led by breast cancer researcher Laura Esserman , MD, MBA, professor of surgery and director of the Carol Franc Buck Breast Care Center at the UCSF Helen Diller Family Comprehensive Cancer Center. More on the Actual Breast Cancer Study: The five-year study – a UC Health systemwide effort with participation from all five UC medical centers – will involve approximately 100,000 women 40 to 80 years old. How Will The Study Work?
Up Your Service
JUNE 14, 2016
Enjoy this full 16-page academic case study of LUX* Resorts by Professor Jochen Wirtz and Ron Kaufman, as published in the leading MBA textbook: Services Marketing: People, Technology, Strategy 8th Edition. Download and discover key lessons in this academic case study now.
Experience Matters
OCTOBER 21, 2014
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.
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 […].
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.
Andrew Mcfarland
NOVEMBER 24, 2015
Anyone who has witnessed corporate bungling of major customer service snafus realizes that not all apologies are created equal. Anyone even remotely interested in their customers should read HBR’s article titled “ The Organizational Apology.”
Natalie Petouhof
MAY 11, 2016
If you are doing something really interesting, make sure to send in your case study! Tweet I’m judging the 2016 Constellation SuperNova Awards ! Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business. Nominate yourself or someone you know before August 8, 2016. To learn more, apply here: https://www.constellationr.com/events/supernova/2016. About the SuperNova Awards.
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.
ijgolding
FEBRUARY 3, 2015
We are living in a world where consumer expectation is changing as rapidly as ever before. New technology is enabling people to do what they want, when they want to do it, wherever they happen to be. We crave speed, simplicity and consistency in our interactions. All around the world, this change in consumer expectation […].
Think Customers
NOVEMBER 10, 2015
But in too many cases, company leaders have an inflated view of their brand's customer service capabilities, as evidenced by the findings in a recent Pegasystems study. Most business leaders would be thrilled to have their companies be able to deliver a differentiated customer experience. But many organizations are often hamstrung by a lack of insights about individual customers and process gaps that are needed to provide personalized, smooth, and tailored experiences.
Experience Matters
SEPTEMBER 16, 2014
We just published a Temkin Group report, Case Studies in Text Analytics. 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.
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
Up Your Service
MAY 16, 2016
Read the complete Case Study now. The post NIIT Technologies – B2B Technology Industry Case Study in Service Revolution appeared first on UP Your Service. NIIT Technologies was widely viewed as a reliable company with excellent talent.
ijgolding
OCTOBER 7, 2015
CASE STUDY 1 – Weleda. CASE STUDY 2 – Old Mutual Zimbabwe. The second ‘authenticity’ case study comes from a very different part of the world – and from an industry that you may not have suspected.
Promoter.io
MARCH 9, 2017
Case Study Customer Success Featured GeneralOne of the most common reasons why companies decide to start measuring their Net Promoter Score is to understand the precise needs of their customers and to be able to address each one on an individual basis.
Happy or Not
JUNE 14, 2017
HappyOrNot has announced it’s 2017 Air Transportation Benchmark Study detailing airport passenger satisfaction trends and key improvements airport authorities are making - especially in the peak summer travel season. The post Summer Months, July and August, Ranked Lowest in Passenger Satisfaction According to HappyOrNot Airport Study appeared first on HappyOrNot.
BlueOcean
FEBRUARY 1, 2016
Case Studies Customer Service Outsourcing VideosMaking the business case for outsourcing customer service to a contact center partner can be relatively straightforward when C-Suite decision-makers are weighing in-house versus outsourced options.
Experience Matters
MARCH 29, 2017
We just published a Temkin Group report, Employee Engagement Benchmark Study, 2017. This is the sixth year that we’ve published the benchmark of U.S. employees. The research is based on an online survey on Q3 2016. Take a look at our Employee Engagement Resource Page). For the sixth year in a row, Temkin Group used the […].
Beyond Philosophy
DECEMBER 8, 2014
We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery , one of the leading Caterpillar dealers in the U.S., won the award, and I thought I would share with you what they did well.
Tema Frank
DECEMBER 23, 2014
So you keep your mouth shut and hope for the … Continue Reading → The post Risks of Changing to a New Business Model: Resort Case-Study appeared first on Frank Reactions. You know that sinking feeling you get when your best friend starts dating someone unsuitable? You want to try and talk them out of it, but you know they won’t listen.
iPerceptions
FEBRUARY 18, 2016
The writing is on the wall, mobile is a critical touch point; one that is in every customers’ pocket and often the first one that customers choose to engage with. But, in order to impact business results, marketers have to focus on the mobile experience first and foremost.
Heart of the Customer
SEPTEMBER 25, 2014
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. Kelly Ohaver is the Client Experience Manager at the City of Centennial, as well as an active CXPA member.
Storyminers
MAY 31, 2017
Blog Customer Experience Design Customer Experience Strategy Employee Experience Tips Trends Customer experience resources Customer Experience Study CX Resources CX study Experience economics KPMG Nunwood
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