VirtualPBX

JULY 21, 2020

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. Read the TSELLC Case Study.

Enterprise 52

Enterprise 52

AskNicely

OCTOBER 29, 2018

They have comment cards you can fill out, but think about it. There have been behavioral changes at each site” Jake Best, Projects Coordinator for Genesis, told us. AskNicely has helped us address member issues to prevent cancellations.”. Get more towels and treadmills! Is there even a way to tell them?

Feedback 60

Feedback Surveys 60

Certified Languages International

NOVEMBER 15, 2021

About Gulf Coast Kid’s House. This nonprofit center combines all of the professionals and resources needed for the intervention, investigation, and prosecution of child abuse cases under one child-friendly facility. Cheryl called us right away and talked with Keturah in client relations. It was a complete and utter win.

Personalization 52

Personalization 52

AskNicely

NOVEMBER 20, 2018

Ever think about just how many debit transactions happen on any given day? The sheer number of transactions is so large that a customer feedback program wouldn’t make any sense without a thoughtful segmentation strategy,” Wayne Pointon, Chief Customer Officer for Transaction Services Group Australasia, told us. Debitsuccess, for one.

Chief Customer Officer 60

Chief Customer Officer Feedback Coaching Call Center 60

ijgolding

AUGUST 3, 2018

Business transformation is no longer optional’ In the article, I specifically cited the example of the retail industry and the sad demise of Toys R Us, – as an industry that is perhaps being disrupted more than any other. Simply put, we want our customers to know we are passionate about them and understand their needs.

Multichannel 76

Multichannel Customer centricity Sales Management 76

Beyond Philosophy

OCTOBER 4, 2019

Case Study: RICOH Printers (Canada). I spend a remarkable amount of time complaining about how organizations get things wrong with Customer Experience. Plus, we will hear about the new challenges they face and what they are doing to address them. However, not every cause is lost. Fred Reichheld and Satmetrix Systems, Inc.

Consulting 54

Consulting Consulting Customer retention Customer Experience 54

ShepHyken

JULY 28, 2023

Suppose consumers are uncertain about a purchasing decision. In that case, they are susceptible to social influence: noticing what others have done—then, quite possibly, emulating it. Social proof marketing is about providing customers with those clues. A case study can help address these (e.g., What format?

voip 156

voip Marketing SaaS Personalization 156

CallSource Insights

NOVEMBER 16, 2018

Jamison spoke with a CallSoure representative at a Nexstar event and was enlightened about the services CallSource offers. After discussion and continuing to learn about CallSource, she knew it was the right fit for Magic Valley Electric. “The call coaching really keeps us accountable.

Coaching 56

Coaching Advertising Scripts Call Center 56

Certified Languages International

NOVEMBER 15, 2021

About Gulf Coast Kid’s House. This nonprofit center combines all of the professionals and resources needed for the intervention, investigation, and prosecution of child abuse cases under one child-friendly facility. Cheryl called us right away and talked with Keturah in client relations.

Personalization 52

Personalization 52

Beyond Philosophy

OCTOBER 8, 2022

In this episode, we talk with special guest Jóhann Hannesson , Lead Product Manager and the head of Web Development at Streem , about using video in a Customer Experience. 25:07 Hannesson shares a specific case study that used video to reduce repeat home visits. Please tell us how we are doing!

Customer Experience 221

Customer Experience Contact Center Consulting Consulting 221

delighted

OCTOBER 22, 2019

Now that you understand how brands measure these scores, let’s take a look at a few examples of companies using the information collected to make some important decisions. Bonobos measures what customers enjoy about their products with NPS. That enabled us to have the confidence to roll back the change.

Benchmark 41

Benchmark Feedback Surveys Customer retention 41

CX Accelerator

JANUARY 11, 2021

In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity. But the truth is that, even though Zappos became a go-to name when talking about CX, it was and is for very good reason. Customer service as a differentiator. ,

Customer centricity 266

Customer centricity Banking Education Contact Center 266

Beyond Philosophy

JULY 7, 2022

One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Retail is Back, But Different.

Technology 402

Technology Consulting Consulting Personalization 402

SmartKarrot

JULY 26, 2022

To write a SaaS case study, you must remember certain pointers. You need to engage customers and readers about how the product or company solves business problems and improves growth. A SaaS case study is a narrative or story of how one has successfully delivered and implemented a solution with a client for results.

SaaS 10

SaaS B2B Feedback Education 10

CCNG

AUGUST 9, 2023

For example, we asked ChatGPT to act as a customer support agent for Netflix and tell us about the options for contacting customer service. Take that transcription and have generative AI create a case study, or story from that conversation. While that is a function that it serves the capabilities are much more robust.

Contact Center 195

Contact Center Chatbots Education Technology 195

CX Global Media

AUGUST 1, 2019

Now, I think you guys have had some really exciting news and happenings that are going on, tell us a little bit about that. Things are going very well for us. Recently one of our BPO customers did a case study. And as you know about half of our customers come through BPO’s. Ken Goldberg : Yeah, thank you.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

VirtualPBX

JUNE 22, 2021

This week we want to thank our customer, 1st Classic Transportation, for participating in our new case study video that shows how successful the company has been in using its phone system to power through the economic slowdown caused by COVID-19. Customers that arrive at the airport can text us immediately,” Fagbolu said.

Transportation 99

Transportation Customer Support Personalization Sales 99

AWS Machine Learning

APRIL 29, 2024

Inspired by these endeavors, our approach to CPT involves extending the training of base models like Llama 2 using domain-specific datasets, allowing us to fine-tune models to the nuances of specialized fields. To learn more about Arcee.ai, visit Arcee.ai About the Authors Mark McQuade is the CEO/Co-Founder at Arcee.

APIs 104

APIs Healthcare Scripts Enterprise 104

ShepHyken

JUNE 10, 2019

I have added my comment about each article and would like to hear what you think too. Here’s another article about surveys with some good suggestions. What leaders can learn about customer loyalty from the Boeing debacle by Shaun Belding. Here are my top five picks from last week.

Customer Service 276

Customer Service Surveys Customer Experience Feedback 276

CSM Magazine

JANUARY 30, 2024

As consumers, we are not merely transactional entities; we are individuals seeking experiences that resonate with us. Experts’ Insights Deciphering Customer Service Excellence Gaining valuable perspectives from industry experts provides us with fresh insights into identifying companies that truly prioritize customer service.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

CX Accelerator

JANUARY 11, 2021

In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity. But the truth is that, even though Zappos became a go-to name when talking about CX, it was and is for very good reason. Customer service as a differentiator. ,

Customer centricity 182

Customer centricity Banking Education Contact Center 182

ShepHyken

FEBRUARY 28, 2020

He shares a story about a salesperson who performed a technique that even surprised a renowned social psychologist. He did this by performing a technique that you wouldn’t find in any sales training book or case studies on the best sales techniques. Think about this for a second… Who do you just let walk into your home?

Airlines 290

Airlines Sales Employee engagement Customer Experience 290

Beyond Philosophy

DECEMBER 16, 2021

This example also demonstrates the idea of Social Proof, which tells us that if it is working for this group, then it will probably work for us, too. . To get started on this customer strategy, you must first answer the following about your market: How does distinctiveness matter? . However, this customer strategy is not great.

Education 243

Education Best practices Consulting Consulting 243

Real Blue Sky

MAY 31, 2023

Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. It’s a powerful tool that lets us see things from the customer’s perspective, from the moment they first reach out to us to their post-purchase experience and throughout that customer’s relationship with the brand.

Journey mapping 96

Journey mapping Airlines Customer Experience Customer centricity 96

ShepHyken

NOVEMBER 30, 2020

I have added my comment about each article and would like to hear what you think too. My Comment: So many of the case studies about moving from traditional to online sales (eCommerce) are focused on B2C types of businesses – primarily in the retail industry. Here are my top five picks from last week.

Customer Service 209

Customer Service Construction B2C B2B 209

Uniphore

JULY 10, 2021

Brian publishes quarterly “executive market studies,” featuring pointed analysis of research findings, industry trends, case studies and new technologies. Contact Us. +1 Terms of Use. He also enjoys delivering on-site customer experience training and consulting for Fortune 500 organizations.

Call Center 89

Call Center Contact Center Consulting Consulting 89

ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. When we refer to investing in the wrong technology, we are talking about technology solutions that are too expensive, have low adoption, and fail to deliver ROI. Customer Experience Roadmap Case Study.

Customer Experience 348

Customer Experience Airlines Customer centricity Surveys 348

Beyond Philosophy

JULY 23, 2015

Batista thinks that information about others around us has become the new marshmallow. There is a new video circulating about how we need to stop obsessing about our screens and enjoy our lives more. I believe in this as well, even writing about the first video I saw about this a few months ago.

Airlines 389

Airlines Customer centricity Personalization Marketing 389

ShepHyken

MAY 8, 2020

I wrote a whole book about it called Hug Your Haters. As discussed in Hug Your Haters, your customers are talking about you in more places and in greater numbers than you probably know. For instance, the overwhelming majority of tweets about a business do NOT tag the business in question. James emails us.

Feedback 168

Feedback Customer Experience Marketing Technology 168

CSM Magazine

FEBRUARY 2, 2024

In a recent case study published by Sabio , Benenden Health can now roll out digital innovations to match member preferences. Early results have validated Benenden’s cutting-edge CX strategy, with the healthcare provider reporting: Member satisfaction scores have climbed above 8.8

Healthcare 52

Healthcare Chatbots Self service Technology 52

Beyond Philosophy

DECEMBER 25, 2017

To get you ready for what is next in Customer Experience, let us review what we have learned so far. Learn more about how this disconnect occurs with this article from last March. Our emotional thoughts and actions as customers are often shaped by things we aren’t aware sway us. Case Study: Enhance Your CX With This Technology.

Advertising 297

Advertising Entertainment Customer emotions Customer Experience 297

ShepHyken

NOVEMBER 7, 2018

Technology has taken us to a new level of pizza ordering. You can order online or use an app on your smartphone or tablet. Or, you can just use a voice command and order with Alexa or Google Home. And, if you’ve been following my work, you know about my fascination with convenience. Today I do the same thing.

Technology 223

Technology Customer Service Customer Experience 223

customer sure

MAY 30, 2023

The team’s approach to customer feedback and improving customer experience are often cited by us as a beacon of best practice, but they’re actually going one step further. We’ve found customer feedback to be hugely valuable in helping to differentiate us , as well as providing potential customers with genuine experiences from real end-users.”

Feedback 62

Feedback Calibration Benchmark Engineering 62

Fonolo

SEPTEMBER 19, 2018

And, as we’ve seen in now notorious cases (lest we forget the United Airlines incident ), it’s become a way for customers to size up and shout about serious blunders in customer service to an ever-growing court of public opinion. That being said: Social media platforms aren’t solely used for public brand-shaming.

Airlines 237

Airlines Chatbots Education Contact Center 237

ShepHyken

DECEMBER 9, 2019

I have added my comment about each article and would like to hear what you think too. Josh Linkner) With our Thanksgiving feasts behind us, ’tis the season of 2020 business planning. Here are five ways they do it – and all are important to just about any type of business in any industry. Act like a small business!

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Be considerate about what roles they have to play in the transition. Read this case study: How a Major US-Based Sports Association Launched a New Customer Care Program in the Middle of a Pandemic.

outsourcing 71

outsourcing Customer Care Best practices Management 71

ShepHyken

JULY 15, 2016

Anyway, with just a week to go before the big event and growing restless, Caroline, who tends to be a bit shy, decided to break out of her own comfort zone and ask the boy to the dance using a creative poster board she planned to present to him on the school bus. He accepted and they and their friends had a wonderful time.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198