BlueOcean

MAY 16, 2024

In this downloadable case study, discover how we: Transitioned seamlessly from their 10-year predecessor with no disruption to the customer experience; Built a brand-new training program to exclusively focus on customer retention; Exceeded contractual service goals by 10%, saving the client money on every customer win Download the case study today (..)

Case Study 156

Case Study Customer Retention Study Training 156

BlueOcean

MAY 16, 2024

In this downloadable case study, discover how we: Transitioned seamlessly from their 10-year predecessor with no disruption to the customer experience; Built a brand-new training program to exclusively focus on customer retention; Exceeded contractual service goals by 10%, saving the client money on every customer win Download the case study today (..)

Case Study 156

Case Study Customer Retention Study Training 156

Comm100

APRIL 22, 2021

From Starbucks to Duolingo and in almost every industry in between, top brands are turning to chatbots to improve their customer service and support operations. While some brands were initially hesitant to get onboard, thanks to tech advancements, these chatbot fears are being put to bed. Evolution of AI . Watch the video. AI Chatbot.

Chatbots 246

Chatbots Brands Wait Times Consumers 246

IntouchInsight

OCTOBER 3, 2022

The 2022 Annual Drive-Thru Study is here! This study was first launched 22 years ago and is the leading industry benchmark for drive-thru performance. It examines how ten of the top quick serve brands rank for key metrics like speed, accuracy, and friendliness.

Study 156

Study Metrics Industry Brands 156

IntouchInsight

OCTOBER 1, 2024

For 24 years, the Intouch Insight Annual Drive-Thru Study has been the go-to resource for insights into the drive-thru performance of leading Quick-Service Restaurant (QSR) brands.

Study 156

Study Report Resources Brands 156

IntouchInsight

OCTOBER 2, 2023

For over two decades, the Annual Drive-Thru Study has provided restaurant operators with benchmark data to track trends and compare their performance against key competitors. This time-based study uses mystery shopping to measure the performance of 10 leading quick-serve restaurant brands, including:

Data 347

Data Study Measurement Trends 347

InMoment XI

OCTOBER 12, 2022

With so much riding on each interaction with your brand, you can’t afford to leave a negative customer experience unresolved. In fact, a study by Lee Resources reveals that 91% of unhappy customers won’t return to your brand at all. That’s where a closed-loop system comes in! Increase Organizational Agility.

System 370

System Chatbots Fashion Study 370

InMoment XI

SEPTEMBER 14, 2023

This article delves deep into the critical role that reputation management plays in determining a brand’s success. We’ll explore how effectively managing public perception can significantly impact your brand’s credibility, consumer trust, and financial outcomes.

Brands 195

Brands Management Social Media Effort Score 195

InMoment XI

NOVEMBER 16, 2023

This hands-on workshop emphasised the significance of integrating customer and employee perspectives into experience enhancement strategies, whilst leveraging productivity studies and insights to make informed investment decisions. To be successful there needs to be harmony between signals, abilities, and expectations.

Healthcare 447

Healthcare Culture Travel ROI 447

InMoment XI

APRIL 6, 2022

Your customers’ journey can drastically affect how your customers experience your company—and whether or not they eventually become loyal to your brand. They’ll still be weighing options and researching what suits them best, but this stage is a great place to use content to showcase your brand. Wondering how to get started?

Customer Journeys 387

Customer Journeys Touchpoint Customers Loyalty 387

C3Centricity

AUGUST 20, 2024

As we all know, customer satisfaction is no longer enough to secure brand loyalty – if it ever was! This post explores the importance of measuring customer delight, its impact on brand loyalty, and practical methods to achieve and assess it. Companies must strive to go beyond mere satisfaction and aim to delight their customers.

Loyalty 156

Loyalty Measurement Brands Net Promoter Score 156

Comm100

FEBRUARY 19, 2021

Brands are forever fearing that one viral tweet could severely damage or even destroy their carefully constructed brand image in a fleeting yet far-reaching flurry of complaints. . Consumers everywhere are facing challenges every day, and they expect their brands to understand and empathize with this. One such study by S.

Customer Experience 334

Customer Experience Consumers Study Brands 334

InMoment XI

MAY 10, 2022

As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. However challenging it may be for retailers, developing a loyal customer base is essential to maintaining an active, healthy brand.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

eglobalis

OCTOBER 21, 2024

Studies by Forrester reveal that unaddressed complaints on social media can increase customer churn by up to 15%. Always demonstrating the final results of customer conversations as a solution also contribute to customer trust in your brand. This action led to a perception of evasion, harming their brand image further​.

Social Media 418

Social Media Feedback Engagement Company 418

InMoment XI

MARCH 28, 2022

InMoment for Regulatory Compliance in Action: A Quick Case Study. InMoment has helped brands across healthcare, biotechnology, pharmaceuticals, financial services, and more, but today we will share a financial services case study.

Case Study 370

Case Study Financial Analysis Healthcare 370

Experience Investigators by 360Connext

SEPTEMBER 21, 2021

The brands that do pay attention to the details of the experience they deliver are the ones who disrupt markets, gain more customers through referrals and word-of-mouth marketing, and keep their customers happier, for longer. Your customer has expectations from your brand throughout their journey.

Customer Journeys 373

Customer Journeys Brands Customers Customer Experience 373

eglobalis

NOVEMBER 5, 2024

His frameworks were well ahead of their time, becoming essential guides for brands seeking to cultivate meaningful connections online. Solis redefined CX as more than a trend, positioning it as central to brand strategy. When I was learning the art of public speaking, I studied his videos to understand his unique style.

Leadership 391

Leadership Innovation Social Media Trends 391

C3Centricity

MARCH 12, 2024

A study by Epsilon found that 80% of consumers are more likely to purchase a brand that provides personalized experiences. It’s about creating content that solves problems, educates, and entertains your target audience, thereby building trust and establishing your brand as an authority in your field.

Customer Engagement 296

Customer Engagement Engagement Competitive Advantage Entertainment 296

C3Centricity

NOVEMBER 26, 2024

Many brands today claim to be consumer-first or consumer-led. People expect brands not just to fulfill their immediate needs, but to understand, anticipate, and address their evolving desires. Monzo’s example shows how brands that embrace Radical Consumer Centricity become indispensable to their consumers’ lives.

Competitive Advantage 212

Competitive Advantage Consumers Banking Loyalty 212

GetFeedback

JANUARY 19, 2020

The brand invites the customer to complete a survey after a touchpoint, at the end of a completed experience, or periodically to assess the overall relationships. In CustomerThink’s recent study of 200+ CX initiatives , respondents were asked about sources of feedback. The study found that using only surveys is not a CX success driver.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

InMoment XI

JANUARY 9, 2024

Great customer experiences help your brand achieve differentiation. Great customer experiences improve brand reputation. If you consistently deliver positive experiences, your brand is more likely to be seen as reliable, trustworthy, and customer-centric. Loyal customers are also more likely to recommend the business to others.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

eglobalis

OCTOBER 14, 2024

For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. Why Business Cases Alone Can’t Foster Innovation Business case studies are often used in CX education to teach professionals how companies solved specific challenges.

Customer Experience 345

Customer Experience Customer Journeys Case Study Innovation 345

ECXO

JULY 1, 2024

Brands that can grasp these deeper psychological concepts will forge incredible bonds with their customers, creating loyalty and advocacy that goes way beyond just a purchase. For instance, recognizing archetypes in branding can create powerful and relatable narratives that captivate audiences.

Customer Experience 358

Customer Experience Culture Trends Social Media 358

Lumoa

MARCH 9, 2023

Put simply, it means genuinely caring about the experience your customers have with your brand. Studies have revealed that we tend to gravitate toward individuals who share similar qualities as ourselves. In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer.

Customer Experience 397

Customer Experience Social Media Customers Video 397

Kayako

AUGUST 12, 2022

The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm. Customers expect brands to understand their individual journey with the brand. Beyond just creating more meaningful interactions , why should brands worry about a personalized customer experience?

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

InMoment XI

DECEMBER 21, 2021

Indeed, studies have shown that 70 percent of customer behavior is driven not by product quality or efficiency of delivery or advertising, but instead by interactions with your people. Ideally, you want every employee to be not just a brand champion, but an advocate for the value provided by the organization.

Customer Experience 397

Customer Experience Loyalty Course Advertising 397

InMoment XI

JANUARY 27, 2022

Balancing Operations and Customer Experience: A Case Study. Whatever they choose, I can tell you with certainty that when customers have a negative experience, they develop a negative perception of the brand. Remember how I said that an individual’s negative experience with a brand is shared with at least five other people?

Airlines 397

Airlines Customer Experience Policies Financial 397

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your customers are experiencing your brand and their journey with your brand whether you invest in the experience or not. If there’s no feedback gathered then they might be badmouthing the brand on other channels like social media. . In one study, referred customers were 25% more profitable than customers acquired other ways.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

ECXO

APRIL 10, 2024

Quantum physics, the study of the infinitesimally small, can teach us some intriguing lessons about enhancing customer experience, which plays a monumental role in the global business arena. The frequency of emotions has been researched in a groundbreaking study by Dr. David R.

Connections 334

Connections Customer Experience Social Media Analysis 334

C3Centricity

APRIL 9, 2024

A study by Gartner highlighted that 77% of B2B buyers stated their latest purchase was very complex or difficult. This realm is characterized by: Longer Sales Cycles: B2B transactions often involve substantial investments, necessitating a more extended period of deliberation, approval, and procurement processes.

B2C 296

B2C B2B Strategy Marketing 296

Kayako

MARCH 21, 2022

Investments in customer service can boost brand loyalty and revenue growth. One study found that the brands that provide the best customer experiences achieved 17% compound growth between 2010 and 2015. Brands with the most unhappy customers posted a paltry 3% growth over the same period. Live Chat and Voice Support.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

InMoment XI

DECEMBER 30, 2021

After a year of quarantine, brands had a lot of gaps to fill in their customer experience (CX) programs. From an employee side, are you doing something beyond your classic employee engagement study. Your brand can take these lessons into the next year to drive more growth and success for your experience program.

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

QuestionPro Audience

JULY 11, 2017

Recent studies indicate the methodology of trap questions for surveys may not be as effective as originally thought. On the other hand, studies have shown that the proper incentive will have a positive effect on survey response rate. It basically means you think you know better than everyone, including study participants.

Survey 344

Survey Study Data Culture 344