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
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
The post Top Takeaways From The 2017 Customer Rage Study appeared first on Customer Care Measurement & Consulting (CCMC). CCMC ~. By Blake Morgan. Forbes. Customer rage. 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
London, England: injixo is running a comprehensive study of WFM professionals to reveal how today’s contact centres compare in the practices they use across the planning cycle, the channels they plan for, the KPIs they use, the size of the planning team and many other parameters. 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. Second, they radically slimmed down the wording […]. 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
A 2017 study by Capgemini Consulting sought to provide updated insight into the so-called executive disconnect. A total of 450 executives and 3,300 consumers were surveyed, though this study focused specifically on the digital experience. 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
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
Every year, we release the Aspect Consumer Experience Index to study the ways in which customer experience is evolving, and what contact centers are doing to keep up. The post What You Need to Know About Our Latest CX Study appeared first on Aspect Blogs. MORE
In a 2002 study performed in Sweden , researchers confirmed what our grandmothers already knew—people respond in kind to the facial expressions they encounter. In the study, test subjects were shown photos of faces—some smiling and some frowning—and were required to respond with their own smiles, frowns, and non-expressions as directed by those conducting the experiment. Indeed, this cart-before-the-horse effect has been studied and measured by numerous researchers. MORE
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. Here are the highlights from this benchmark: With an NPS of 65, USAA’s banking business earned the highest score in the study, followed closely by its insurance business Read More. MORE
A 2016 study from Interaction Metrics found that 41 of the 51 largest U.S. The study also found that 68 percent of the surveys were "total garbage," meaning the surveys were so flawed they weren't worth the time required to complete them. You can view the entire study here. MORE
Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper). DMG Consulting LLC has conducted a worldwide consumer benchmark study to identify consumer channel preferences for interacting with businesses. 3/14/2017. By Donna Fluss. To continue reading, download the PDF by registering below: DOWNLOAD. Thank you for your interest in DMG Consulting’s publications. 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. A case study tells a story. 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 Beware the Cohort Study. The cohort study asks questions about channel preference and then categorizes the answers by age range. This thought pattern is alluring because we’ve seen it be valid in other cohort studies (e.g. 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. Second, they radically slimmed down the wording […]. 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
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S. consumers. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty. MORE
Many studies have shown that even short but regular exercising can completely change the way we feel, work and behave. In fact, the studies have shown that taking breaks from work benefits both your health and in-work effectiveness. Social Study] appeared first on CrazyCall. The job of salespeople seems to be quite straight-forward. You sell stuff and get paid for doing so. 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
The post Chatbot Statistics: The 2018 State of Chatbots [New Study] appeared first on Relay. Chatbots b2b chatbot statistics study useThese days, chatbots are all the rage. Or at least, it seems that way. 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
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. Gressingham Foods, a pre-packaged food company in the UK, wanted to change their brand image at the store. 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
Study Related Topics 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.
Relay Blog
OCTOBER 30, 2018
The post Chatbot Statistics: The 2018 State of Chatbots [New Study] appeared first on Relay. Chatbots b2b chatbot statistics study useThese days, chatbots are all the rage. Or at least, it seems that way.
Jive
AUGUST 16, 2018
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. A case study tells a story.
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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1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the.
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. Gressingham Foods, a pre-packaged food company in the UK, wanted to change their brand image at the store.
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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. Second, they radically slimmed down the wording […].
Chip Bell
JANUARY 22, 2019
In a 2002 study performed in Sweden , researchers confirmed what our grandmothers already knew—people respond in kind to the facial expressions they encounter. In the study, test subjects were shown photos of faces—some smiling and some frowning—and were required to respond with their own smiles, frowns, and non-expressions as directed by those conducting the experiment. Indeed, this cart-before-the-horse effect has been studied and measured by numerous researchers.
Customer Experience Matters
OCTOBER 1, 2018
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. Here are the highlights from this benchmark: With an NPS of 65, USAA’s banking business earned the highest score in the study, followed closely by its insurance business Read More.
Toister Performance Solutions
APRIL 12, 2018
A 2017 study by Capgemini Consulting sought to provide updated insight into the so-called executive disconnect. A total of 450 executives and 3,300 consumers were surveyed, though this study focused specifically on the digital experience.
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Genesys will send you a recording afterwards, along with a copy of the MIT Global Study on Humans and Bots: How global brands blend human skills and AI to build customer intimacy and growth
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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
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.
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. Second, they radically slimmed down the wording […].
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.
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New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.
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!
CrazyCall
NOVEMBER 14, 2018
Many studies have shown that even short but regular exercising can completely change the way we feel, work and behave. In fact, the studies have shown that taking breaks from work benefits both your health and in-work effectiveness. Social Study] appeared first on CrazyCall. The job of salespeople seems to be quite straight-forward. You sell stuff and get paid for doing so.
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.
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.
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research study with The Harris Poll, asking questions. Beyond that, the study showed that. from Conversational AI 11 There are Real Benefits to Getting AI Right An important takeaway from this study is not just that.
Toister Performance Solutions
MAY 4, 2017
A 2016 study from Interaction Metrics found that 41 of the 51 largest U.S. The study also found that 68 percent of the surveys were "total garbage," meaning the surveys were so flawed they weren't worth the time required to complete them. You can view the entire study here.
Injixo
SEPTEMBER 4, 2018
London, England: injixo is running a comprehensive study of WFM professionals to reveal how today’s contact centres compare in the practices they use across the planning cycle, the channels they plan for, the KPIs they use, the size of the planning team and many other parameters.
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.
Customer Experience Matters
OCTOBER 2, 2017
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S. consumers. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty.
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Customer Case Studies White Paper: “The Definitive Guide to the Modern Contact Center” White Paper: “Beyond Shift Bidding: Dynamic Scheduling” info@calabrio.com +1 (855) 784-2807calabrio.com 1 Forecast accuracy is one of the most important. metrics by which workforce management (WFM).
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.
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.
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.
Advertisement
1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the.
DMG
MARCH 15, 2017
Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper). DMG Consulting LLC has conducted a worldwide consumer benchmark study to identify consumer channel preferences for interacting with businesses. 3/14/2017. By Donna Fluss. To continue reading, download the PDF by registering below: DOWNLOAD. Thank you for your interest in DMG Consulting’s publications.
Win the Customer
OCTOBER 6, 2015
We are a digital agency with 20 plus years of collective experience in advert business like this takes a greater effort than doing your own business. Content Writing Marketing Social Media Agency Blog Mobile Portfolio
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.
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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New study reveals that companies must first focus on themselves. to meet customer expectations for digital service Social Media Voice of the. Customer. Analytics. 24/7 Email CX Web Chat Mobile Video Text. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with.
Fonolo
NOVEMBER 6, 2018
Beware the Cohort Study. The cohort study asks questions about channel preference and then categorizes the answers by age range. This thought pattern is alluring because we’ve seen it be valid in other cohort studies (e.g.
Aspect
FEBRUARY 16, 2018
Every year, we release the Aspect Consumer Experience Index to study the ways in which customer experience is evolving, and what contact centers are doing to keep up. The post What You Need to Know About Our Latest CX Study appeared first on Aspect Blogs.
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.
Connecting the Dots
NOVEMBER 6, 2017
The post Top Takeaways From The 2017 Customer Rage Study appeared first on Customer Care Measurement & Consulting (CCMC). CCMC ~. By Blake Morgan. Forbes. Customer rage.
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.
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