INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. MORE
79 We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery , one of the leading Caterpillar dealers in the U.S., won the award, and I thought I would share with you what they did well. MORE
The post Case Study – WellStreet Urgent Care appeared first on Momentum Telecom. Momentum Telecom recently partnered with United Technology Group (UTG) to help WellStreet Urgent Care improve their business analytics and resolve communication challenges with Momentum Hosted Voice Cloud technology. MORE
The post Case study | a 10-year partnership with Vodacom appeared first on Business Process Outsourcing Services | Merchants. Case StudiesVodacom is a leading African mobile communications company providing a wide range of services including mobile voice, messaging, data and converged services to over 57.5 million customers. Its vision is to offer the best network, best value and best service across its mobile network of around 200 million people on the continent. MORE
When the list was ready, we uploaded all these questions and responses to a chatbot scenario, hoping that it would solve most of our repeatable cases. As we also discovered, bots turned out to be super-helpful in case of introducing new app sections or a refreshed design. MORE
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. MORE
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.” MORE
In that specific call center, only five agents had been trained in the system in order to identify common use cases where the platform could be beneficial. The post PPV Customer Service Case Study: Cable Company Avoids a TKO appeared first on Techsee. MORE
The post Case Study | True immersion results in continuous improvement cycle appeared first on Business Process Outsourcing Services | Merchants. Case StudiesLeaders in the sales of DIY, home improvement and building material, Massbuild comprises 105 stores under the Builders Warehouse, Builders Express, Builders Trade Depot and Builders Superstore brands. MORE
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. MORE
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. MORE
Read the complete Case Study now. The post NIIT Technologies – B2B Technology Industry Case Study in Service Revolution appeared first on UP Your Service. NIIT Technologies was widely viewed as a reliable company with excellent talent. MORE
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. MORE
The post Case Study – Put CX at the heart of your helpdesk appeared first on Business Process Outsourcing Services | Merchants. Case StudiesHelpdesk clients should enjoy the same experience as your customers. Yet because the service is tech-oriented, it’s often low on the priority list. Here’s how you can transform your help desk into an employee-first operation AND reduce costs. MORE
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! MORE
The post Case Study | Compliance and integrated systems made easy in the financial services industry appeared first on Business Process Outsourcing Services | Merchants. Case StudiesFor a financial industry client in Australia, the decision to widen its product offering resulted in significant business growth. The financial services products being sold are not items that people would prefer spending hours choosing. MORE
The post Case Study | How Merchants keeps compliance a top priority for a financial services client appeared first on Business Process Outsourcing Services | Merchants. Case StudiesRegulatory compliance is the top priority for all our financial services organisations, including one of our UK clients. MORE
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. MORE
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. MORE
Or is it simply the case that businesses that were created for a specific purpose at some point in the past, will always get to a point where they are just no longer needed anymore? MORE
CASE STUDY 1 – Weleda. In this case, I was inspired by them. 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. MORE
Client : Bradley Lead Group is a lead generation group that focuses its efforts on qualifying extremely high quality leads in numerous financial sectors. call center solutions MORE
The 2017 Content Preferences Survey Report reported that 78% of buyers have used a case study for a B2B purchasing decision. Whether you’re a large or small B2B company, that means that most of your prospective customers will check out your case studies. MORE
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 MORE
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. Demonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult. It is especially so if you are trying to prove it before your organisation has implemented any changes. MORE
40 The post [Case Study] Iron Mountain Doubles NPS? Best Practices Case Studies and Statistics 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. MORE
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. MORE
The post Circle K Ireland & Maru/edr case study; Delivering better outcomes in less than one year appeared first on Maru/EDR. Case study Customer experience Retail VoC Voice of the Customer MORE
Case Study ConvosoPacific Business Services (Pac Biz), a call center based in the Philippines, gives businesses in several countries around the world an efficient, professional option for outsourcing call services. MORE
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. MORE
Read the complete Case Study now. The post NIIT Technologies – B2B Technology Industry Case Study in Service Revolution appeared first on UP Your Service. NIIT Technologies was widely viewed as a reliable company with excellent talent. MORE
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 MORE
The post CallSource Case Study: Magic Valley Electric Applies Call Coaching & Increases Employee Performance appeared first on CallSource. Highlight. Implementing CallSource call coaching improved new employees’ onboarding experience, creates a culture of transparency, accountability, and acts as a motivational tool to improve career skills. Overview. MORE
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 MORE
The post Case Study: Machine Learning vs. Natural Language Processing appeared first on Inbenta. There are 2 kinds of Natural Language Processing… Today, industry-leading NLP is built on AI that detects patterns in data that can then be leveraged in understanding user inputs. MORE
It’s a phrase derived from the famous Milgram study from the 1960s where participants were encouraged to administer fatal shocks to another participant at the urging of an experiment proctor in a white lab coat. The post Case Study: Increase Your Sales by 47% by Doing This… appeared first on Beyond Philosophy. How can you increase your sales by 47%? It’s all in the packaging. MORE
The post How to Invite the Most Honest Customer Feedback — Case Study: SurveyGizmo appeared first on Interaction Metrics. Do you have time for a survey? Can you give us some feedback? Tell me how I did! We are all too familiar with customer feedback requests as they bombard us from every side: email signatures, website pop-ups, phone queues (“press 1 after this call to …”), even the grocery gal circles a survey she’d like us to take at the bottom of the receipt. MORE
Case Study Related Topics TechSee
JANUARY 9, 2018
In that specific call center, only five agents had been trained in the system in order to identify common use cases where the platform could be beneficial. The post PPV Customer Service Case Study: Cable Company Avoids a TKO appeared first on Techsee.
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.
ShepHyken
FEBRUARY 1, 2017
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.
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.
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Inbenta
NOVEMBER 1, 2018
The post Case Study: Machine Learning vs. Natural Language Processing appeared first on Inbenta. There are 2 kinds of Natural Language Processing… Today, industry-leading NLP is built on AI that detects patterns in data that can then be leveraged in understanding user inputs.
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Beyond Philosophy
MARCH 17, 2015
It’s a phrase derived from the famous Milgram study from the 1960s where participants were encouraged to administer fatal shocks to another participant at the urging of an experiment proctor in a white lab coat. The post Case Study: Increase Your Sales by 47% by Doing This… appeared first on Beyond Philosophy. How can you increase your sales by 47%? It’s all in the packaging.
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.
Merchants
APRIL 11, 2019
The post Case Study – Put CX at the heart of your helpdesk appeared first on Business Process Outsourcing Services | Merchants. Case StudiesHelpdesk clients should enjoy the same experience as your customers. Yet because the service is tech-oriented, it’s often low on the priority list. Here’s how you can transform your help desk into an employee-first operation AND reduce costs.
Beyond Philosophy
DECEMBER 8, 2014
We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery , one of the leading Caterpillar dealers in the U.S., won the award, and I thought I would share with you what they did well.
Speaker: Tony Medrano, CEO of RapportBoost.ai
Join Tony Medrano, CEO of RapportBoost.ai, Nate Brown, Co-Founder of CX Accelerator, and Kaye Chapman, Learning and Development Manager at Comm100, as they present real case studies of how companies are adapting to industry trends to meet the needs of customers and agents.
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Convoso
JUNE 7, 2017
Client : Bradley Lead Group is a lead generation group that focuses its efforts on qualifying extremely high quality leads in numerous financial sectors. call center solutions
Win the Customer
MARCH 8, 2017
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!
Momentum Telecom
JULY 20, 2018
The post Case Study – WellStreet Urgent Care appeared first on Momentum Telecom. Momentum Telecom recently partnered with United Technology Group (UTG) to help WellStreet Urgent Care improve their business analytics and resolve communication challenges with Momentum Hosted Voice Cloud technology.
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
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.
Genroe
JULY 2, 2018
The post [Case Study] Iron Mountain Doubles NPS? Best Practices Case Studies and Statistics 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.
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.
Merchants
JUNE 24, 2018
The post Case study | a 10-year partnership with Vodacom appeared first on Business Process Outsourcing Services | Merchants. Case StudiesVodacom is a leading African mobile communications company providing a wide range of services including mobile voice, messaging, data and converged services to over 57.5 million customers. Its vision is to offer the best network, best value and best service across its mobile network of around 200 million people on the continent.
Maru/EDR
MARCH 19, 2019
The post Circle K Ireland & Maru/edr case study; Delivering better outcomes in less than one year appeared first on Maru/EDR. Case study Customer experience Retail VoC Voice of the Customer
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.
Win the Customer
AUGUST 25, 2016
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.
Merchants
SEPTEMBER 19, 2018
The post Case Study | True immersion results in continuous improvement cycle appeared first on Business Process Outsourcing Services | Merchants. Case StudiesLeaders in the sales of DIY, home improvement and building material, Massbuild comprises 105 stores under the Builders Warehouse, Builders Express, Builders Trade Depot and Builders Superstore brands.
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.
ijgolding
AUGUST 3, 2018
Or is it simply the case that businesses that were created for a specific purpose at some point in the past, will always get to a point where they are just no longer needed anymore?
Andrew Mcfarland
NOVEMBER 24, 2015
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.”
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
Win the Customer
JULY 14, 2015
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
Genroe
AUGUST 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. Demonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult. It is especially so if you are trying to prove it before your organisation has implemented any changes.
Up Your Service
JUNE 14, 2016
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.
Up Your Service
JUNE 14, 2016
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.
Merchants
SEPTEMBER 19, 2018
The post Case Study | How Merchants keeps compliance a top priority for a financial services client appeared first on Business Process Outsourcing Services | Merchants. Case StudiesRegulatory compliance is the top priority for all our financial services organisations, including one of our UK clients.
Merchants
SEPTEMBER 19, 2018
The post Case Study | Compliance and integrated systems made easy in the financial services industry appeared first on Business Process Outsourcing Services | Merchants. Case StudiesFor a financial industry client in Australia, the decision to widen its product offering resulted in significant business growth. The financial services products being sold are not items that people would prefer spending hours choosing.
LiveChat
NOVEMBER 27, 2018
When the list was ready, we uploaded all these questions and responses to a chatbot scenario, hoping that it would solve most of our repeatable cases. As we also discovered, bots turned out to be super-helpful in case of introducing new app sections or a refreshed design.
CallSource Insights
NOVEMBER 16, 2018
The post CallSource Case Study: Magic Valley Electric Applies Call Coaching & Increases Employee Performance appeared first on CallSource. Highlight. Implementing CallSource call coaching improved new employees’ onboarding experience, creates a culture of transparency, accountability, and acts as a motivational tool to improve career skills. Overview.
ijgolding
OCTOBER 7, 2015
CASE STUDY 1 – Weleda. In this case, I was inspired by them. 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.
Convoso
JANUARY 24, 2019
Case Study ConvosoPacific Business Services (Pac Biz), a call center based in the Philippines, gives businesses in several countries around the world an efficient, professional option for outsourcing call services.
Up Your Service
MAY 16, 2016
Read the complete Case Study now. The post NIIT Technologies – B2B Technology Industry Case Study in Service Revolution appeared first on UP Your Service. NIIT Technologies was widely viewed as a reliable company with excellent talent.
Up Your Service
MAY 16, 2016
Read the complete Case Study now. The post NIIT Technologies – B2B Technology Industry Case Study in Service Revolution appeared first on UP Your Service. NIIT Technologies was widely viewed as a reliable company with excellent talent.
Interaction Metrics
DECEMBER 10, 2018
The post How to Invite the Most Honest Customer Feedback — Case Study: SurveyGizmo appeared first on Interaction Metrics. Do you have time for a survey? Can you give us some feedback? Tell me how I did! We are all too familiar with customer feedback requests as they bombard us from every side: email signatures, website pop-ups, phone queues (“press 1 after this call to …”), even the grocery gal circles a survey she’d like us to take at the bottom of the receipt.
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