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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
85 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 | 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
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
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. 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. 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
As so often is the case in B2B SaaS, your company's success hinges on how successful you can make your customers (and your customers’ customers) with your product. Case Study Close the loopIt’s the year 2018. Gainsight has decided to find a new community vendor. 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
Now more than ever, personalised customer experiences are key to success. Personalised, multichannel service is no longer a perk; it’s what customers expect. However, you may not realise that personalisation is central to the success of your contact centre agents too MORE
Today, The post Hospitality and Travel Digital Case Studies appeared first on InTheChat. This is the second post in our three-part series on digital trends in the travel and hospitality sector. In our first post, we discussed overall travel industry trends, as well as specific airline and hotel travel trends. Contact Center Customer Experience digital channels digital strategy hospitality industry travel MORE
One of those customers is TSELLC , which we have now featured in a case study that outlines the company’s journey from our legacy system to our new Unlimited Users Plans. We are an entirely virtual company,” Wilkes told VirtualPBX during its case study interview. MORE
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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. Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. MORE
Candidate communication is vital for jobseekers and recruiters alike. For candidates, consistent and informative communication offers them a better candidate experience, resulting in good reviews for your employer brand. And for recruiters, these communications help them better understand candidates, which allows them to find the role that suits candidates best. One communication avenue that’s. Source. MORE
The post Case Study | Say ‘Hello’ to positive customer experiences in the telecommunications industry appeared first on Business Process Outsourcing Services | Merchants. Case StudiesTelecommunications providers enable our connected world and their customers have high expectations. In an always-on digital age, survival is not just about delivering omnipresent connectivity, it’s about protecting revenue streams and driving loyalty at every customer touch point. MORE
In this case, the UJET mobile SDK, natively integrated into Wag!’s Ask any dog owner and they will tell you that their dog is more than just a pet, they are a member of the family. From the moment they meet, owners create a lifetime bond, and care for their furry friends. Dog owners will go to great lengths to provide the best food, treats, toys, and especially health and wellness care. 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. These tips will help your B2B company ask clients the right questions so you can write a compelling case study—with a healthy dollop of “money” quotes. . A case study tells a story. MORE
The post Case Study | Providing excellent end-to-end customer experiences for the financial services industry appeared first on Business Process Outsourcing Services | Merchants. Case StudiesWhen it comes to giving customers a reason to stay loyal,financial service companies are feeling the pinch. 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
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. That’s the goal of Carnival Corporation’s new Ocean Medallion technology , a wearable device that will debut on the Regal Princess cruise ship later this year. MORE
The post Case Study | Transforming CX to take the aviation industry to new heights appeared first on Business Process Outsourcing Services | Merchants. Case StudiesIt’s a fierce market out there for airlines across the globe. Changing customer behaviour and a push to innovate means airlines have to deliver an excellent customer experience across multiple digital touch points – all while staying profitable and embracing the travel tech revolution. MORE
Then I’m going to give you a couple of specific case studies on what can be achieved. The post LinkedIn B2B Lead Generation Best Practices and Case Study appeared first on Genroe. MORE
The post Case Study | Boosting self-service use through smart understanding of customer behaviour appeared first on Business Process Outsourcing Services | Merchants CX SA. MORE
The post Case Study | Raising your retail customer experience through people, insight and technology appeared first on Business Process Outsourcing Services | Merchants. Case StudiesWhile sales powers the retail industry, competitive advantage is driven through customer loyalty. That means retailers have to work even harder to show their customers they value their loyalty and time. MORE
The post Case Study | Enabling FinTech cost control and volume for growth appeared first on Business Process Outsourcing Services | Merchants CX SA. Today more than 19 000 customers use this client’s financing in over 2250 locations across Canada. MORE
The post Case Study | Efficient back office processes drive improved customer experience appeared first on Business Process Outsourcing Services | Merchants CX SA. MORE
Try story studies. They’re designed to not only help you write case studies that convert sales and close clients, but to actually drive more traffic to your website. What are story studies and why do they work? Story studies are a tool for converting readers into buyers. Here’s how they work: You start with a standard case-study result that you got for a client or customer. So, I decided to write a case study with a twist. MORE
The post Case Study | Redefining risk and fraud strategies for growth opportunities appeared first on Business Process Outsourcing Services | Merchants CX SA. President‘s Choice Bank (PCB) offers a wide range of general finance and banking services to its clients in Canada. 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 Case Study | Consolidated contact centre helps reduce costs through optimised customer service channels appeared first on Business Process Outsourcing Services | Merchants CX SA. MORE
The post Case Study | Boosting sales and conversions through smart voice listening appeared first on Business Process Outsourcing Services | Merchants CX SA. 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. This creates an approach that is flexible in adapting to the nuances and ambiguity of languages while boosting accuracy between results and user intents. MORE
A more efficient and resilient telephony and contact centre solution for the Motor Insurer’s Bureau (MIB). Unified Communications Customer Experience Contact Centre Cloud 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
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