Customer Bliss

MARCH 23, 2022

The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work. In 2009, Netflix made cultural history when then chief talent officer Patty McCord and CEO Reed Hastings created a 124-page PowerPoint document entitled “Netflix Culture: Freedom & Responsibility.”

Case Study 139

Case Study Culture Study Company 139

ijgolding

AUGUST 3, 2018

Sticking with the retail industry, it gives me no pleasure to bring this to life with a case study – an example of exactly why organisations are failing to transform and ultimately survive in an increasingly disrupted world.

Case Study 191

Case Study Retail Study Policies 191

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Customer Bliss

OCTOBER 28, 2021

Case Study: SOL Decided to Let People Set Their Own Targets. That is not the case at SOL – because they have a system to embed trust, energy and joy in work. SOL establishes an accountability culture by asking teams to look at the work they do as their own. Want more case studies? Click To Tweet.

Case Study 148

Case Study Study Policies Government 148

Storyminers

APRIL 24, 2018

Building a business around culture means the business can keep the promise its brand makes. In my opinion, Vacasa will continue to grow and lead the industry because of its focus on adaptive business design, tech, and culture. The post Better Experience = Better Business | a Case Study: Vacasa appeared first on StoryMiners.

Case Study 100

Case Study Study Culture Guest Experience 100

Storyminers

APRIL 24, 2018

Building a business around culture means the business can keep the promise its brand makes. In my opinion, Vacasa will continue to grow and lead the industry because of its focus on adaptive business design, tech, and culture. The post Better Experience = Better Business | a Case Study: Vacasa appeared first on StoryMiners.

Case Study 100

Case Study Study Culture Guest Experience 100

ijgolding

OCTOBER 7, 2015

The global banking crisis and enormity of the PPI mis selling scandal have all contributed to what could only be described s a TOXIC culture in the corporate world. CASE STUDY 1 – Weleda. Cultural diversity as an inspiring force. CASE STUDY 2 – Old Mutual Zimbabwe. Extensive quality.

Case Study 120

Case Study Study Customer Experience Financial 120

Experience Matters

SEPTEMBER 10, 2015

We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Here’s the executive summary: Temkin Group defines culture as how employees think, believe, and act, and if an organization wants to differentiate its customer experience, it must address each one of these areas. Download report for $195.

Customer Centricity 120

Customer Centricity Culture Report Case Study 120

Experience Investigators by 360Connext

APRIL 6, 2017

Service culture is the holy grail for many organizations. What really creates a culture that always delivers great experiences for customers? I’m delighted to tell you about Jeff’s new book, The Service Culture Handbook , A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service.

Handbook 88

Handbook Culture How To Case Study 88

Lumoa

JULY 17, 2022

New Case Study with one of our customers – Parques Reunidos! Thankfully, Lumoa has been able to: Get them Weekly Actionable Insights Enabled a cultural change, with more ownership of customer experience from teams worldwide Saves time, and therefore, saves money You can read the full case study here !

Case Study 195

Case Study Hotels Knowledge Base Study 195

CX Accelerator

JANUARY 11, 2021

When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured). Zappos is a case study on how to create a customer-focused culture. Igniting a passion for CX. D riven by core values.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

Customer Bliss

AUGUST 30, 2021

Hire People Who Will Make Your Company Unforgettable: A Case Study. Why Good Customer Experience Starts With Your Internal Culture. Daily Huddle: Is Hiring Your Most Important Decision? Revamp Your Employee Experience By Rethinking Your Hiring Methods. The Process of CX Hiring and Transformation at Volkswagen Group Australia.

Case Study 310

Case Study Hotels Travel Company 310

ECXO

DECEMBER 25, 2024

Foster a culture where employees feel valued and motivated to deliver exceptional service. Use testimonials and case studies to showcase real-world impacts. Embed CX in Your Culture Make customer experience a core value across all departments. This two-sided approach to CX has turned Airbnb into a global powerhouse.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Michel Falcon Experience

APRIL 3, 2019

I introduced them to my People First culture and 3P strategy, and explained how it would impact their dental practice. Thanks again for your help inspiring our culture and customer experience leadership. We purchased things such as markers, sticky notes, and paper board. By no means is that common.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

Customer Bliss

OCTOBER 23, 2018

Shane Green, who wrote the great book, Culture Hacker , states that more than 50% of employees leave within the first year of their roles because they don’t see their company’s stated purpose lived out in the workplace. For companies of all sizes, purpose and how a company lives it, matters.

Case Study 111

Case Study Company Study Chief Customer Officer 111

ijgolding

JUNE 25, 2017

My seven ‘tips’ that will enable any organisation to become genuinely customer centric, have allowed me to share my experiences, thoughts, case studies, successes and failures observed over the last twenty three years, helping organisations and practitioners to put the customer (and employees) at the centre of their respective universes!

Customer Centricity 128

Customer Centricity Culture Customer Experience Professionals Case Study 128

C3Centricity

AUGUST 6, 2024

As before, I provide supporting data and some inspiring case studies to get you going. From reshaping ingrained company cultures to harnessing the power of big data, I’ll explore how industry leaders like Toyota, Salesforce, Target and Netflix have successfully navigated these challenges. times higher average order value.

Strategy 156

Strategy Customer Centricity Culture Case Study 156

InMoment XI

NOVEMBER 26, 2024

Document these improvements so they can serve as benchmarks for future efforts and inspire a customer-centric culture within your organization. Sharing results reinforces the value of journey mapping and motivates continued investment in customer experience initiatives.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

AskNicely

APRIL 4, 2018

To learn more about how Fleetio used AskNicely to drive a customer-obsessed culture, read the full case study. Get the Case Study. The post How Real-Time Customer Feedback Drives Customer Obsession at Fleetio appeared first on Net Promoter Score from AskNicely.

Net Promoter Score 150

Net Promoter Score Feedback Case Study Competitive Advantage 150

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. The Importance of Leadership Buy-In for Customer Experience Having leadership buy-in is essential for creating a customer-centric culture within an organization. There’s some common agreement now in the world of business.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

ECXO

JULY 22, 2024

Culture of Improvement: Creating a culture where feedback is actively sought and acted upon. Case Studies from Leading B2B Companies Europe SAP: SAP’s comprehensive onboarding process includes personalized training and ongoing support, leading to higher adoption rates and customer satisfaction.

B2B 207

B2B Customer Experience Self Service e-support 207

QuestionPro Audience

APRIL 23, 2018

Both solutions became a standard for the industry and an iconic case study on damage control. This change is not in the product but the overall culture of the company. As an expert in crisis management said , “This move goes far beyond the playbook of what a normal crisis response would be.”.

Brands 170

Brands Social Media Case Study Video 170

BirdEye

AUGUST 3, 2023

Case study of customer satisfaction done right with Birdeye FAQs on customer satisfaction score Scale your customer satisfaction with Birdeye Survey What is the customer satisfaction score? Case study of customer satisfaction done right with Birdeye David’s Bridal was already selling dresses to one in three brides in the U.S.

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

CX Accelerator

JANUARY 11, 2021

When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured). Zappos is a case study on how to create a customer-focused culture. Igniting a passion for CX. D riven by core values.

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

ECXO

JUNE 19, 2024

Human designers bring a nuanced understanding of aesthetics, ergonomics, and cultural context that AI alone cannot replicate. Case Studies: AI in Action Automotive Industry: Enhancing Design Efficiency In the automotive industry, AI is being used to accelerate the design process and enhance product innovation.

Customer Experience 386

Customer Experience Automotive Fashion Innovation 386

CX Journey

APRIL 7, 2016

Instead, many companies would benefit from a more dramatic service revolution that quickly rebuilds their culture around the vision of taking action to create new or greater value for others. Four Common Mistakes and How to Do it Better There is a better way to build a culture that quickly and dramatically improves customer service.

Culture 80

Culture How To Net Promoter Score Airlines 80

The DiJulius Group

JANUARY 25, 2025

Everyone you hire contributes to your culture in some way. A big difference between finding future rock stars and posers is finding out what investment the candidate made to learn about your organization. Read Full Article The post How the Savannah Bananas Find Customer Service Rockstars appeared first on The DiJulius Group.

Customer Service 91

Customer Service Entertainment Travel Culture 91

Customer Bliss

MAY 17, 2016

Mark walked us through the importance of building the cultural commitment to customer experience prior to this effort — to ensure that this work would be successful. Case Study. In my book Chief Customer Officer 2.0 , there is a case study on Audi’s work around cultural commitment.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

ECXO

DECEMBER 26, 2023

Highly practical and accessible, it includes case studies and examples from AT&T, Apple, Spotify and The Wall Street Journal showing how these approaches have been used in practice. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. It’s all about your people. And it’s also about…your people.

Case Study 152

Case Study Airlines Conference Wait Times 152

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

Wanted to improve your brand culture. These panel discussions with experts from around the globe explore the six competencies of the CXPA CX Framework, including: Building (and Sustaining) a Customer-Centric Culture. My fellow panelists and I discuss real-world case studies and trends around culture.

Social Media 146

Social Media How To Culture Customer Centricity 146

Experience Investigators by 360Connext

OCTOBER 1, 2019

Watch: Building (and sustaining) a Customer-Centric Culture. Curious about what it takes to build a customer-centric culture? Tomorrow, October 2nd I’ll be moderating a panel about Customer Experience Case Studies. Check it out to find on-demand webinars with experts from all over the world, including me!

Case Study 137

Case Study Customer Centricity B2B Culture 137

Storyminers

FEBRUARY 24, 2021

Possibly the first REAL focus on it was down to a series of case studies and articles that the Ivy League Universities showcased, demonstrating how ‘storytelling’ was something leaders ought to do in order to simplify, capture the ‘hearts’ of their teams, and also, above all, bind them towards the future the leader wants to paint.

Tools 173

Tools Management Leadership Case Study 173

CSM Magazine

JANUARY 2, 2025

When empathy is part of your customer service culture, it becomes a natural way to build trust. Building a customer support team that responds with genuine understanding requires training, thoughtful communication tools, and a culture that prioritizes the human side of service. For businesses, this investment in connection pays off.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Kerry Bodine

MARCH 16, 2018

In Outside In , my co-author and I included over 80 case studies and examples precisely because no single company had put all the necessary pieces together. And yet, each of these case studies shone light on just a sliver of the organization. Now I need to become an expert in organizational change.”

Case Study 136

Case Study Conference Hotels Study 136

AskNicely

MARCH 22, 2018

This is a true customer-obsessed culture in action. You can instantly find your advocates with NPS (case study opportunities, references, and overall happy customers). Yes, you can replace expensive customer health tracking software and build an entire company obsessed culture with NPS alone.

NPS 150

NPS Net Promoter Score Case Study Culture 150

CSM Magazine

MARCH 19, 2025

The High Cost of Human Translation While human translators provide accuracy and cultural context, hiring multilingual support teams is expensive. Case Studies: How AI Translation is Transforming Customer Support 1. AI translation bridges this gap, allowing businesses to communicate with customers seamlessly.

e-support 59

e-support Chatbots Competitive Advantage Case Study 59