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

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.

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.

Study 151

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.

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.

CX now trumps brand loyalty, suggests a new study

Vision Critical

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 161

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.

Study 89

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.

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

Study 97

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.

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.

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.

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.

Study 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.

The Top 3 Ways to Forecast for Your Contact Center

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

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 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

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

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.

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.?

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!

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.

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.

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.

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.

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

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.

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

Study 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

Study 100

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!

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.

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

Study 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.

Study 60

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 […].

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.

Study 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.

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

Key Findings from our Accounting & Tax Services Study [Infographic]

PeopleMetrics

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.

CEM 48

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.

Study 52