Eptica

JULY 15, 2020

In our latest guest post we’re sharing a key case study from Wo uld You Do That To Your Mother?, Categorie(s): Best Practice The latest book from customer experience expert Jeanne Bliss is based on a simple idea. Share this page on: Tweet. Customer service: what you can learn from great business leaders.

Customer Experience 119

Customer Experience Best practices Customer Service Personalization 119

Beyond Philosophy

AUGUST 8, 2018

Choice Architecture, a principle that psychologists have studied for decades, is the concept that describes how the presentation of information affects people’s decision-making. It works the other way, too, in cases where you need to get customers to stop doing something. Framing is the tone you use to present your options.

Advertising 278

Advertising Customer Experience Accountability Marketing 278

ShepHyken

JUNE 15, 2018

Another study by UK-based Juniper Research estimates that chatbots will help businesses save more than $8 billion per year by 2022. This category of chatbots sounds promising but is a few years away from mainstream adoption, mainly due to the error rates associated with their performance. These numbers are staggering.

Chatbots 190

Chatbots Customer Support Healthcare Scripts 190

Beyond Philosophy

DECEMBER 16, 2021

Unwritten rules exist about what is appropriate for that CPG category. It’s not a rule per se, but it is an unwritten and generally understood way that cereal boxes “should be” designed that helps to define the category and helps cereal customers understand what’s there. However, that is not what sells you.

Education 243

Education Best practices Consulting Consulting 243

DMG Consulting

MARCH 13, 2023

of respondents who selected this item in the 2022 study. This doesn’t mean that companies won’t invest in new systems and operational initiatives; it does mean that investments need to have a strong supporting business case and a rapid payback. This is a similar result to the 2022 edition of this study, which was 35.8%.

Contact Center 62

Contact Center Technology Average Handle Time Surveys 62

Beyond Philosophy

APRIL 18, 2019

One study ran an experiment with students in a psychology class where they could write a paper for extra credit. In my case with the webcam, I wanted the webcam I bought to be within a set of quality parameters. In these cases where you don’t have all the data, the way that we inform ourselves is by looking through options.

Construction 319

Construction Benchmark Consulting Consulting 319

Toister Performance Solutions

MARCH 2, 2023

Burnout study overview A total of 951 contact center agents participated between January and February 2023. While 59 percent of agents surveyed were in the at risk or severe risk category, there is some improvement from a similar report from 2016. That study found 74 percent of contact center agents were at risk of burnout.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

Beyond Philosophy

APRIL 2, 2021

A study from the Journal of Marketing in 1982 explains the relationship between background music and customer behavior. The study wanted to discover the effect of music tempo on revenues in a grocery store. When it comes to non-visual senses, there are direct and indirect categories of effects on you.

Consulting 293

Consulting Consulting Customer Experience Call Center 293

Beyond Philosophy

JANUARY 15, 2018

Therefore, when my next inevitable encounter occurs, I judge its success or outcome through the lens of my Reference Point, which, in my case, will undoubtedly cast it in a negative light. Therefore, I judge them through the lens of my Reference Point (past experiences), which, in this case, will undoubtedly cast it in a positive light.

Customer Experience 363

Customer Experience Consulting Consulting Sales 363

Beyond Philosophy

JANUARY 17, 2018

The findings of this study violate the law of fungibility for money. In both cases, you are out $20. We compartmentalize resources, including money, time, and experiences, into categories and we treat them differently. In both cases, the idea of fungibility says that it shouldn’t matter. So, they both owe $150.

Entertainment 314

Entertainment Accountability Consulting Consulting 314

Beyond Philosophy

OCTOBER 12, 2016

So why this sudden interest in whether we watched all 14 seasons of ER or returned the Samsung Galaxy S5 Phone Case? Based on the study of behavioral economics, my latest book co-authored with Emory University’s Professor Ryan Hamilton seeks to explain these connections to facilitate a better understanding of why customers do what they do.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

AWS Machine Learning

OCTOBER 6, 2023

For instance, in an application that recommends movies, features could include previous ratings, preference categories, and demographics. User profiling is a well-studied domain within recommendation systems. Finally, please draft the email to reflect the tone of the user's preferred categories.

Personalization 111

Personalization Engineering Construction Transportation 111

OctopusTech

MAY 3, 2024

Studies show cart abandonment rates as high as 80% in some cases, with most of that happening due to a convoluted, time-consuming checkout experience. Don’t make them aimlessly wander through categories of unorganized product grids. Streamline that checkout process Many Magento sites have a lot of leaky checkout funnels.

Abandon rate 62

Abandon rate Engineering Sales Personalization 62

Peter Lavers

JULY 3, 2018

There were two key differences: The first offered vouchers for products that I regularly purchase; the other offer was for categories & products that I don’t usually buy from that retailer. I kept the vouchers from the second retailer for a while but the actual monetary value offered wasn’t enough to change where I bought that category.

Airlines 100

Airlines Marketing Customer centricity CRM 100

ProProfs Blog

JUNE 11, 2020

So how exactly do you study and analyze all the data available to you? If you do put in the effort to analyze all data and explain it to a layperson in simple terms, data comes down to two categories: Qualitative data . Case Studies: In-depth studies into individuals, events, or organizations. Quantitative data.

Surveys 97

Surveys Metrics Feedback Marketing 97

Help Scout

MAY 20, 2021

Case studies. The templates are sorted into different categories, likely aligning with Airtable’s most common customer types and use cases, making it easy for customers to find templates relevant to their company’s needs and project types. Common elements of customer success marketing include: Onboarding materials.

SaaS 77

SaaS Marketing Sales 77

Tethr

AUGUST 24, 2020

But instead, in many cases, they end up working on basic blocking-and-tackling that could be addressed by other teams if they had the proper tools. But the business determines that the category is producing a lot of false positives. CEOs and CFOs aren’t satisfied with the returns on their data science investments. No one is happy.

Wireless 86

Wireless Analytics Call Center Enterprise 86

Beyond Philosophy

NOVEMBER 4, 2014

This concept was well illustrated by Columbia University’s Professor Sheena Iyengar’s famous jam study. The jam study took place in a gourmet market in California. The good news is here that if you have a bad case of remorse, you can always drown your sorrows with your purchase! Employing a reduction of choices in each category.

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

Global Response

JULY 23, 2023

In many cases, customers can easily spot the difference between an internal employee who’s well versed in the brand, policies, products and experience, and an external agent who’s just trying to answer basic service questions. In most cases, probably not. With customer service, this only becomes more apparent.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

Babelforce

NOVEMBER 19, 2020

The study looks at four age categories for consumers: Baby boomers (born 1946-1965) Gen Xers (born 1965-1980) Millennials (born 1981-1996) Gen Zers (born after 1996). But in the vast majority of cases, it’s the youngest consumers who are hardest to please. Young audiences have very high expectations! My analysis?

Contact Center 98

Contact Center Personalization Accountability Customer Experience 98

Beyond Philosophy

SEPTEMBER 17, 2014

To paraphrase what he says in the TED talk, we have experiences with things and people in the world that fall into certain categories and we can make judgments about novel instances that occur later that fall into these categories. In other words, our experiences make it so we can make judgments on future experiences.

Consulting 300

Consulting Consulting Customer emotions Government 300

Taylor Reach Group

AUGUST 26, 2020

This case study provides some ideas as to how to tackle improving FCR in a contact center. In this case absolute accuracy is not needed and a ‘reasonably accurate’ measurement is good enough. Then place the calls into several categories. Where do you invest effort to achieve the best results? Measuring FCR.

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

Eptica

MARCH 18, 2020

For a detailed overview of the five key business benefits that Montblanc is experiencing and more about its plans for the future, download the full case study here. Categorie(s): News Best Practice Delivering superior customer service requires balancing resources and channels to meet the full range of consumer needs.

Self service 79

Self service Customer Service Best practices Technology 79

Beyond Philosophy

JULY 9, 2015

Women make the lion’s share of shopping decisions in many categories. Join us at our webinar, “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%.

Surveys 274

Surveys Customer centricity Marketing Customer Experience 274

Lumoa

JANUARY 23, 2018

Text analytics includes a set of techniques that structure information arriving in text format— in this case, free text customer feedback. Some cluster and categorize data from bottom-up, while some categorize sentences to the pre-defined categories. None of these categories makes any sense to them. Why is that?

Analytics 121

Analytics Feedback Metrics Customer Experience 121

ClearAction

DECEMBER 11, 2018

And the final part of this case study describes how Hootsuite increases Marketing impact by making use of these insights across all of Marketing’s functional areas.). It’s an overall guide of how customers talk about the category,” explained Kirsty. “It

Customer Experience 71

Customer Experience Journey mapping Customer centricity Marketing 71

Eptica

JANUARY 15, 2020

In fact, consumers want to use it more - 37% said they’d prefer to email than to call, and it was the most popular channel in cases of high emotion, urgency and complexity. Categorie(s): Product Best Practice In a multichannel world neglecting email for customer service risks both satisfaction and revenues.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

SharpenCX

DECEMBER 28, 2021

In fact, according to studies done by Microsoft, 69% of US consumers say customer service is an essential factor for them to experience brand loyalty. Polywood established the “faux wood” outdoor furniture category. They guarantee their customers will buy a product that is built to last and will compensate you if that isn’t the case.

Customer Experience 128

Customer Experience Feedback Construction Customer Service 128

SharpenCX

DECEMBER 28, 2021

In fact, according to studies done by Microsoft, 69% of US consumers say customer service is an essential factor for them to experience brand loyalty. Polywood established the “faux wood” outdoor furniture category. They guarantee their customers will buy a product that is built to last and will compensate you if that isn’t the case.

Customer Experience 128

Customer Experience Feedback Construction Customer Service 128

CSM Magazine

DECEMBER 3, 2019

In half of the cases, the long wait could have been avoided with automation and better self-service capabilities. Swedish tech support company Mavenoid studied a variety of industries, from heavy machinery to consumer appliances, and measured the time users had to wait for a repair technician to fix their broken products.

Self service 52

Self service Wait times Chatbots Technology 52

AWS Machine Learning

SEPTEMBER 7, 2023

Use cases Industrial control involves the management of complex systems, such as manufacturing lines, energy grids, and chemical plants, to ensure efficient and reliable operation. This cart-pole case study demonstrates the training process and its effectiveness in potential real-world applications.

Metrics 94

Metrics Engineering Scripts Accountability 94

Maru Group

DECEMBER 2, 2020

A study by Mastercard found contactless transactions grew 3x as fast as non-contactless transactions in the grocery and drugstore categories between February and March 2020. One of the primary payment categories we explore in MoneyScreen is contactless payments. Wider acceptance and adoption.

Banking 52

Banking Advertising Education Technology 52

C3Centricity

NOVEMBER 20, 2017

The first step is to identify the Category in which you are competing. In it, I summarised the very first step of Insight development like this: C = Category. Whenever you want to develop insight, the first task is to decide on the category you want to study. What is the category definition you are currently using? .

Customer centricity 67

Customer centricity Marketing 67

Taylor Reach Group

MARCH 26, 2019

In short, First Call Resolution is the concept of providing high quality service in order to resolve the callers issue on the first call (or other methods of contact as the case may be). Study after study has indicated that the most important factor in customer satisfaction is Resolution. s policies and procedures.

First call resolution 112

First call resolution Contact Center Consulting Consulting 112

CSM Magazine

JUNE 19, 2022

In each case, it’s easy to see how a customer might feel they have to try too hard to do business with you. Customer complaints tend to fall into a handful of categories: Failing to offer timely support. For example, maybe it’s tough for customers to reach you. Maybe they have to wait on hold longer than they’d like.

Customer effort 98

Customer effort First call resolution Scripts Chatbots 98

Robert Davis

JULY 16, 2018

Gallup studies conducted several years ago showed the value of emotional connections with customers of a leading supermarket chain. The studies showed similar results in many industries. The number puts the customer into one of three categories: 0-6 (Detractors). Apparently, not all “extremely satisfied” customers are the same.

Surveys 96

Surveys Banking Contact Center Sales 96

Quadient

DECEMBER 14, 2021

According to a recent study commissioned by Quadient and Computershare, 48.5% In the Quadient and Computershare study, subjects revealed that digital communications should meet or exceed their printed counterparts for clarity and ease of use. In more extreme cases, unclear communications can lead to customer churn. . Experience.

Customer Experience 52

Customer Experience Banking Call Center Surveys 52