81 
Score Differences Between Studies
MaritzCX
AUGUST 2, 2018
MaritzCX clients often ask us “why are our scores on the same question different between these two studies?”
Study Related Topics 
Vehicle Manufacturers’ Secret Sauce: The MaritzCX New Vehicle Customer Study 50-Year Anniversary
MaritzCX
JUNE 27, 2019
2019 marks the 50-year anniversary of the MaritzCX New Vehicle Customer Study (NVCS)—the automotive industry’s largest and longest running buyer behavior consumer survey. Look Who Turned 50!
New Study: Why Emotional Connection is Essential for Customer Loyalty
GetFeedback
JUNE 11, 2019
Deloitte’s study integrated data from 800 consumers, a 12-person online panel, and analyzed 91 million social media posts as well as 2,090 completed Voice of the Customer surveys. The post New Study: Why Emotional Connection is Essential for Customer Loyalty appeared first on GetFeedback Blog.
2016 Automotive Dealership Loyalty 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.
Executive Report: The Customer Data Too Often Overlooked by the C-Suite
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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
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.
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Report: Net Promoter Score Benchmark Study, 2018
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.
Report: Net Promoter Score Benchmark Study, 2015
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.
2016 Automotive Dealership Loyalty Study
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.
Report: Net Promoter Score Benchmark Study, 2016
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 […].
The Top 3 Ways to Forecast for Your Contact Center
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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).
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Report: Employee Engagement Benchmark Study, 2015
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 ).
Download lastminute.com Case Study
Optimove
NOVEMBER 5, 2018
The post Download lastminute.com Case Study appeared first on Optimove
Comparing Internal CX and Syndicated Studies
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.
Comparing Internal CX and Syndicated Studies
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.
The Health of the Contact Center: Are You Ready for 2019?
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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.
Report: Net Promoter Score Benchmark Study, 2014
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.
Data-Driven Decision Making: A March Madness Case Study
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
Report: Case Studies in Text Analytics
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.
6 competencies for CX transformation [Forrester study]
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.
The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service
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New study reveals that companies must first focus on themselves. to meet customer expectations for digital service Social Media Voice of the. Customer. Analytics. 24/7 Email CX Web Chat Mobile Video Text. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with.
Show Patients You Care: A Case Study on Customer-Needs-Driven Design
Customer Bliss
JULY 16, 2019
In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below.
Why We Must Give Customers Choices Based on Their Lives: 4 Case Studies
Customer Bliss
APRIL 16, 2019
4 Case Studies of Customer Respect. In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis.
Case Study: How Genesis Improves Member Experience with NPS
AskNicely
OCTOBER 29, 2018
Download the full case study to find out how Genesis achieved all of the above and more with NPS. The post Case Study: How Genesis Improves Member Experience with NPS appeared first on Net Promoter Score from AskNicely. We’ve all had this experience. You head into your gym, ready to crush your workout, and the weight machine you need is broken… still. Then the locker room is out of towels… again.
Download Rush Street Case Study
Optimove
JULY 7, 2019
The post Download Rush Street Case Study appeared first on Optimove
Study: The Health of the Contact Center
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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.
Report: Net Promoter Score Benchmark Study, 2017
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.
Improving Customer Access to Tech Support: A Case Study
BlueOcean
APRIL 11, 2017
The post Improving Customer Access to Tech Support: A Case Study appeared first on. Case Studies
Case Study: How Debitsuccess Improves Customer and Employee Retention with NPS
AskNicely
NOVEMBER 20, 2018
What made makes Debitsuccess an interesting study in NPS is their detailed segmentation strategy. Download the full case study to find out how Debitsuccess achieved all of the above and more with Net Promoter Score.
CX now trumps brand loyalty, suggests a new study
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.
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.
Download Sweaty Betty Case Study
Optimove
JUNE 16, 2019
The post Download Sweaty Betty Case Study appeared first on Optimove
Net Promoter Score® Success Stories and Case Studies
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.
Hire People with the Ability to Care: A #MakeMomProud Case Study
Customer Bliss
OCTOBER 30, 2018
In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.
How NOT to survive in a disrupted world – the case study of UK retailer, FatFace
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.
Turning Your Contact Center into a Profit Center by Leveraging Chat
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.
Industry Study Worthwhile Reviewing
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
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