CCNG

AUGUST 2, 2023

Throughout this series, I'll be sharing my personal experiences and lessons learnt with you, carefully weaving together real-life case studies while respecting the anonymity of those involved. Comment below with your thoughts, experiences, or even challenges you've faced in contact centre transformations.

Contact Center 195

Contact Center CCNG Best practices Technology 195

Beyond Philosophy

FEBRUARY 2, 2015

Here is the ad, in case you missed it: Part of the reason these studies showed the link is because music activates many centers across the brain, including the emotional ones. It’s a reason that many people look forward to Holiday music after Thanksgiving (or in some cases just after Halloween!). They did a great job.

Marketing 416

Marketing Customer emotions Consulting Consulting 416

ShepHyken

DECEMBER 13, 2021

In this case, it’s Jeff Steen sharing his thoughts on a Seth Godin blog post. Study: Bath & Body Works, Ace Hardware Among Retailers With Best Reputations by Marianne Wilson. The study, which examined 3.7 Earlier this year I offered up some predictions on what I thought the year would hold for social media.

Customer Service 190

Customer Service Call Center Customer Experience Customer Support 190

Beyond Philosophy

AUGUST 18, 2022

In the book, Quiet: The Power of Introverts in a World That Can’t Stop Talking , Susan Cain makes the case that the world values extroverts but that introverts also have strengths that people should not overlook. Personality Psychologists study people based on their enduring traits. Of course, many teachers are, too.

Personalization 367

Personalization Consulting Consulting Management 367

CCNG

DECEMBER 20, 2023

Studies have shown that the average consumer would rather interact with a live agent than a chatbot. It can instantly pull up or populate a customer profile and complete routine tasks for agents, such as filling in forms, logging details, or tagging cases. We don't believe that R2D2 will replace the human agent anytime soon.

Call Center 195

Call Center Chatbots CCNG Technology 195

Beyond Philosophy

JUNE 16, 2015

And they have more influence than you thought, too. According to their findings in a 2014 Nielsen study , 69% of opinion elite respondents try to learn more about the companies with which they are going to do business. A brand is only a thought in your mind. To see all the scores, click here. Brand are a lot of things to us.

Advertising 273

Advertising Customer centricity Customer Experience Marketing 273

Beyond Philosophy

OCTOBER 10, 2016

This assumption is accurate in straightforward cases, meaning the experience was clearly excellent on all fronts—or clearly wasn’t! However, you thought this particular hotel would wow you. Several studies have shown this to be the case. Top 50 Marketing Thought Leader’ Reveals Latest Trend.

Consulting 419

Consulting Consulting Banking Customer Experience 419

ShepHyken

FEBRUARY 1, 2021

My Comment: I always enjoy articles that teach lessons from iconic companies, and in this case the company is FedEx. Price is ripe: Study finds increase in menu prices means decrease in restaurant ratings by Olin Business School. (Sharpen) Let’s dive in on five of the best practices FedEx uses to deliver top-notch customer service.

Customer Service 344

Customer Service B2B Best practices Customer Experience 344

ShepHyken

APRIL 11, 2022

The article starts with a short case study of Panera which offered all their “Unlimited Sip Cup” to their “members” for $8.99/month. In fact, most business leaders, parents, and professionals spend closer to zero percent of their time in thoughtful study of their craft or training for improvement. Or, do they?

Customer Service 161

Customer Service Employee engagement Customer Experience Personalization 161

Beyond Philosophy

SEPTEMBER 8, 2022

There wasn’t a massive budget in the Maersk case, so all possible ways to innovate the experience involved little (inexpensive) changes. For example, more employees took ownership of the customers’ needs and thought about the customer in a new way. – A case study appeared first on CX Consulting.

Customer Experience 243

Customer Experience Consulting Consulting Customer retention 243

Beyond Philosophy

JULY 7, 2022

We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Since I assume many of you are scratching your heads about the same problem, I thought I would also address that here. Here’s what Bjorn had to say: Hello, Ryan and Colin, and thanks for a great show.

Technology 402

Technology Consulting Consulting Personalization 402

Beyond Philosophy

APRIL 30, 2020

Now, when it comes to a crisis, the first psychological concept I thought of was Maslow’s Hierarchy of Needs, which says we have these foundational needs that have to be met before we can move to higher-order needs. Here is the hierarchy in case you aren’t already familiar with it: Figure 1 Maslow’s Hierarchy of Needs.

Consulting 404

Consulting Consulting Healthcare Advertising 404

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Types of sentiment analysis Within sentiment analysis, various types are tailored to specific use cases: Aspect-based sentiment analysis.

Feedback 83

Feedback Banking Chatbots Automotive 83

Beyond Philosophy

SEPTEMBER 10, 2020

Moreover, resolving your conflict by changing either your thoughts or actions is a bit dull to study. The cult’s leader, Mrs. Keech, thought she was receiving messages from aliens. It will often be by abandoning the brand or, in some cases, even turning against the brand to go to your competition. .

Consulting 457

Consulting Consulting Advertising Accountability 457

ShepHyken

NOVEMBER 13, 2019

He shared a case study that I’ve often thought about and even referenced in my articles and videos. That brings me to Lou Sterns, Distinguished Professor Emeritus of Marketing at Kellogg School of Management at Northwestern University. I had the chance to attend a weekend marketing program at Kellogg with Professor Stern.

Customer Service 285

Customer Service Consulting Consulting Surveys 285

Beyond Philosophy

OCTOBER 22, 2015

A study published in the journal PLOS Biology out of Dartmouth reveals a way to predict human emotions based on the subject’s brain activity. In the case of a weather delay and being stranded at the airport, stress is caused by not knowing what to do next. We’d like to think we buy rationally, but we don’t.

Customer emotions 401

Customer emotions Airlines Consulting Consulting 401

Beyond Philosophy

FEBRUARY 10, 2015

In the case of Japan, the handshake between Japan’s Prime Minister Shinzo Abe and Chinese President Xi Jinping signified the triumph of diplomacy over conflict regarding a disputed island ownership between the two countries. The Secret of a Great Customer Experience—Apple Case Study. Follow Colin Shaw on Twitter @ColinShaw_CX.

Consulting 338

Consulting Consulting Customer Experience Surveys 338

TechSee

JULY 14, 2021

With these new developments, a panel of industry experts and thought leaders were gathered together to weigh in on the future of computer vision AI and visual self-service. Use Cases for Visual Assistance and Self Service. How can organizations select the right use case for their visual assistance? Computer Vision at Verizon.

Self service 207

Self service B2B Technology Engineering 207

ShepHyken

FEBRUARY 3, 2020

Worthix) I’d like to make the case that most companies out there are still failing to explore the full potential of Customer Experience. Great “food for thought.” Forbes) The Craddock Terry Hotel is a case study in customer experience whimsy. Managing the digital experience is crucial.

Customer Service 289

Customer Service Entertainment Technology Customer Experience 289

Beyond Philosophy

JANUARY 23, 2017

The way to compensate for this is to map the customer experience from an emotional standpoint, monitor customer emotions and behavior and then use this information to improve insight into passengers’ thought processes. Share your thoughts below. The post Case Study: Enhance Your CX With This Technology appeared first on.

Technology 344

Technology Big data Customer emotions Consulting 344

ShepHyken

MARCH 3, 2019

This article focuses on home appliances, like TV’s, thermostats, and more, but it will give you insights into how some things we thought were space-aged technology just a few years ago are now reality. Here are four short case-studies from four recognizable brands that may give you a few ideas on how to leverage omnichannel.

Customer Service 233

Customer Service Customer retention Customer Experience Marketing 233

Beyond Philosophy

OCTOBER 23, 2017

That gave me a chuckle, because Thaler is a pioneer in studying the role that irrational human nature plays in economic decisions. More traditional economists thought human behavior was irrelevant, but Thaler and several other economists used it as a basis for a new economic discipline. Share your thoughts in the comments box below.

Marketing 325

Marketing Consulting Consulting Government 325

Beyond Philosophy

FEBRUARY 3, 2016

A new study from Lund University reveals that our brains forget things on purpose. We thought it was because we were daft, but it turns out, forgetting is science, not stupidity. To read more of the actual study, click here. Customers do the same thing as the participants in the Swedish study.

Consulting 272

Consulting Consulting Call Center Accountability 272

Beyond Philosophy

AUGUST 27, 2020

However, in this case, the choice was not subjective; there was a “best” apartment. The condition that resulted in the fewest number of correct apartment choices was when participants thought about it for a bit. Researchers demonstrate this concept in a study from the 1970s. And which decision had the worst outcome?

Consulting 418

Consulting Consulting Customer Experience Management 418

CSM Magazine

DECEMBER 29, 2023

As management students, we are often faced with the question of whether it is more effective to study alone or in a group. In this article, we will explore the benefits of group study and solo sessions, offering insights into how each approach can enhance your homework experience. Here are some key benefits of solo sessions: 1.

Accountability 52

Accountability Personalization Management 52

Interaction Metrics

APRIL 13, 2024

The key to understanding your customers’ thoughts and feeling lies in the questions you ask. The fact is that to ensure your data is representative, in almost all cases, you need a high response rate. And if you have multiple objectives and a large audience, you probably need several customer surveys, each with its own goal.

Surveys 62

Surveys Construction Metrics Contact Center 62

Beyond Philosophy

NOVEMBER 23, 2023

However, in this case, my electronic purchase decision wasn’t great, and I have to revisit this failure every time I turn the bloody thing on. In the Disneyland example, my regret was that I hadn’t been more thoughtful about things, which is a common regret for people.

Feedback 195

Feedback Marketing Sales Personalization 195

Global Response

FEBRUARY 26, 2024

Case study : Slack actively encourages user feedback through various channels, including a dedicated feedback command within the app. Case study : Amazon uses customer reviews and ratings to improve products and provide personalized customer service.

Call Center 62

Call Center Customer Service outsourcing CRM 62

ProProfs Blog

OCTOBER 23, 2020

When was the last time you created a survey but had second thoughts regarding the inclusion of demographic questions? For example, studies suggest that at least one person among 75% of the US population plays video games. Let’s take a look at an example, A study by statista gives a break up of Internet users in the US in 2019.

Surveys 151

Surveys Transportation Education Marketing 151

CSM Magazine

JANUARY 18, 2024

We couldn’t have asked for a better keynote to round off what is set to be another thought-provoking event.” On Sabio’s Disrupt, she said: “Events like Disrupt spark thought-provoking dialogue and are key as we shape the ethical development of world-changing technologies such as AI.

Education 52

Education CRM Technology Analytics 52

Toister Performance Solutions

MARCH 16, 2023

In early 2023, I launched a study on contact center agent burnout. One manager explained that working in different places causes you to be more thoughtful about how you communicate. One bit of data from the study might back this up. Here’s some good news for Team Remote: your agents report having better bosses. Why is that?

Contact Center 82

Contact Center Agent burnout Feedback Call Center 82

Concentrix

AUGUST 28, 2020

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, new studies warn that the virus may be more durable and easier to spread than previously thought, with multiple strains. The United States and Brazil continue to lead the world in number of cases. The post COVID-19 Global Update Aug.

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Nicereply

MAY 6, 2021

ay particular attention to their company size, industry, and any use cases they mention in their responses. Emailing promoters to ask for a testimonial or case study. Perhaps what you thought was appropriate for small businesses is really only sufficient for an individual. Work with your brand advocates.

Marketing 98

Marketing Surveys APIs Advertising 98

Lumoa

MAY 19, 2020

A study by Acquia found that while 82% of marketers feel that they deliver a positive customer experience, only 10% of customers agree with that sentiment. Build a Compelling Business Case for Your CX Program Even if your CEO trusts your instincts, he or she probably won’t sign off on your CX program just because you think it’s a good idea.

Customer Experience 103

Customer Experience Metrics CRM Customer retention 103

Amplifai Coaching Category

JANUARY 12, 2021

The two-day event put on by Customer Contact Strategies offered thought provoking case studies, breakout sessions, and a handful of technology-sponsor discussions and presentations.

Technology 52

Technology 52

ChurnZero

MARCH 31, 2023

Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime. Here are 11 statistics, quotes and quips that make the case for investing in Customer Success teams. One bad experience is enough for some customers to leave A study by PwC found one in five (17%) of U.S. A case in point?

Benchmark 98

Benchmark B2B Accountability Consulting 98

NobelBiz

FEBRUARY 6, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98