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.

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 52

Trending Sources

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

2016 Automotive Dealership Loyalty Study

MaritzCX

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

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.

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.

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.

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.

Survata Ad Study Shows Platform Weakness with Young Consumers

Survata

As covered by MediaPost and MarketingDive , Survata recently released a study showing which ad platforms rank highly for trust, relevancy, buying, and discovery by consumers.

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.

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.

LUX* Resorts – Case Study in World’s Leading Services Marketing Textbook

Up Your Service

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.

Study: What CEOs Really Think About Customer Experience

Think Customers

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.

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.

How to Use Case Studies for Better Customer Experience

Win the Customer

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

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 16

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 ).

Report: Employee Engagement Benchmark Study, 2016

Experience Matters

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

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!

It’s Time to Be Honest About the People in Your Experience

360Connext

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.

Summer Months, July and August, Ranked Lowest in Passenger Satisfaction According to HappyOrNot Airport Study

Happy or Not

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.

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.

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 […].

5 Insights from Our 2016 Study on Customer Experience for Banks

PeopleMetrics

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.

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.

Salesforce Empowers UCSF to Study Benefits of Personal Approach to Breast Cancer Screening

Natalie Petouhof

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?

Making life difficult for customers makes no sense at all! Case studies from Marriot Hotels and Debenhams

ijgolding

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 […].

LUX* Resorts – Case Study in World’s Leading Services Marketing Textbook

Up Your Service

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.

Study: Customer Service Differentiation Struggles to Get Out of the Gate

Think Customers

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.

Report: Case Studies in Text Analytics

Experience Matters

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: 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.

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

T-Mobile Case Study: Apologizing Effectively

Andrew Mcfarland

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.”

I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study

Natalie Petouhof

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.

Authenticity – the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe

ijgolding

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.

Webinar: Case Study – Turning NPS Into Business Improvement Initiatives at Manheim

Genroe

The post Webinar: Case Study – Turning NPS Into Business Improvement Initiatives at Manheim appeared first on Genroe. Best Practices Customer Feedback

How LiveChat Used Customer Loyalty To Grow To 19k Customers (without spending money on sales and marketing)

Promoter.io

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.

One Of The Best CX Resources Of 2017

Storyminers

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

Case Study: How To Improve Your Chatbot’s Chance Of Success

Forrester's Customer Insights

My recently published report, Case Study: Take A Focused And Disciplined Approach To Drive Chatbot Success, shows how OCBC Bank in Singapore is bucking the trend: The bank recently created Emma, a chatbot focused on home loan leads, which […].

Using Call Center Teams & Data to Support Outbound Sales

BlueOcean

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.