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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 
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.
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.
PPV Customer Service Case Study: Cable Company Avoids a TKO
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.
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.
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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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.
Download lastminute.com Case Study
Optimove
NOVEMBER 5, 2018
The post Download lastminute.com Case Study appeared first on Optimove
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 […].
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.
Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth
Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights
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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
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.
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 ).
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.
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: 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.
IVR Custom Integration for a Multinational Communications Corporation: A Case Study
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: 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.
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).
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.
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.
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.
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.
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.
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.
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.
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.
Better Experience = Better Business | a Case Study: Vacasa
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 Studies for Cost Reduction with Customer Experience
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
Study reveals the secrets of CX leadership recruitment
MyCustomer
APRIL 3, 2019
Study reveals secrets of CX leadership recruitment Engagement.
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
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.
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
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