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

Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. Here are the highlights from this benchmark: With an NPS of 65, USAA’s banking business earned the highest score in the study, followed closely by its insurance business Read More.

Net Promoter Score 165

Net Promoter Score Study Report NPS 165

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

Speaker: Tony Medrano, CEO of RapportBoost.ai

and Heidi Rote, Director, North America Sales Center of Jenny Craig, as they present real case studies of how live chat drives engagement, order size, conversions, and allows agents to build relationships with customers.

Case Study

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

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.

Net Promoter Score 294

Net Promoter Score Study Report NPS 294

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.

Automotive 244

Automotive Study Loyalty Sales 244

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

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 ).

Employee Engagement 279

Employee Engagement Study Report Engagement 279

Centriam Customer Experience Lab

JANUARY 25, 2018

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

Case Study 233

Case Study Study Data Customer Experience Management 233

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.

Study 260

Study Sales Industry Customer Service 260

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.

Study 260

Study Automotive Sales Industry 260

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.

Net Promoter Score 274

Net Promoter Score Study Report NPS 274

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.

Case Study 264

Case Study Study Report Groups 264

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 150

Study Leadership Metrics Brands 150

Experience Matters

OCTOBER 2, 2017

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.

Net Promoter Score 130

Net Promoter Score Study Report NPS 130

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

Storyminers

APRIL 24, 2018

The post Better Experience = Better Business | a Case Study: Vacasa appeared first on StoryMiners. Adaptive Enterprise Reviews Strategy case study culture hospitality matterport review vacasa

Case Study 130

Case Study Study Customer Experience Hospitality 130

Centriam Customer Experience Lab

MARCH 5, 2018

We have published the Centriam CX Money Map , which details 12 drivers that make the financial case for a customer experience program. In our last post , my colleague Joe focused on customer enrichment. This week, I will delve into the two drivers involved with reducing costs in contact centers and marketing while maintaining, and potentially improving, customer experience. Financial Drivers

Case Study 163

Case Study Study Contact Center Marketing 163

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 173

Study Brands Loyalty Touchpoint 173

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 Hotels Hospitality 100

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 […].

Employee Engagement 130

Employee Engagement Study Report Engagement 130

Helen Dewdney

SEPTEMBER 4, 2018

Every little complaint helps! It all started with a little blog post…. On 12 July 2012, Helen Dewdney, The Complaining Cow, wrote only hersecond blog post. The post was the first of many about Tesco. It was a post about poor customer service and entitled Tesco – Phillip Clarke is no Sir Terry Leahy.

Case Study 76

Case Study Study Consumers Social Media 76

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

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 Travel 130

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

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

Employee Engagement 145

Employee Engagement Study Report Engagement 145

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

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 57

Case Study Study NPS Survey 57

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

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 130

Case Study Study Retail Policies 130

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 143

Case Study Study Technology Tourism 143

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

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 37

Case Study Study Groups Feedback 37

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