Kayako

AUGUST 12, 2022

As technology helps eCommerce scale sales, it also provides solutions for personalized customer service as the customer base grows into thousands or even millions. The absence of an organized system with accessible client details undermines your customer service reps. How To Provide Personalized Customer Service?

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

SurveyGizmo

OCTOBER 11, 2017

The company needed a robust tool that would evolve with the business’s growing customer base. Prior to the adoption of SurveyGizmo, DFG had a disjointed approach to conducting and reporting on customer feedback surveys. Before implementing a new solution, Lewis and his team were able to distribute customer feedback surveys.

Case Study 60

Case Study Study Feedback Tools 60

SurveyGizmo

SEPTEMBER 13, 2017

As Compechek and ASK LISTEN RETAIN grew, so did their customer base. Download SurveyGizmo’s latest case study below! When I look back at the past seven years, SurveyGizmo has answered all of our needs, and it was the best choice we could have made while looking to grow ASK LISTEN RETAIN.”.

Case Study 60

Case Study Study Customer Experience Survey 60

ECXO

DECEMBER 25, 2024

Celebrate Successes With Customers What to Do: Share company milestones or customer success stories that highlight your commitment to CX. Use testimonials and case studies to showcase real-world impacts. Why It Works: Celebrating successes reinforces customer trust and demonstrates how their input drives improvement.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

GetFeedback

NOVEMBER 23, 2019

For example, when a customer submits a claim, on whichever communication channel (phone, online, app, etc.), the right agent(s) will be notified and will have a complete view of the customer in order to create an intelligent action plan. . Customers expect a personalized experience everywhere .

Conference 48

Conference Case Study Fashion Customer Expectations 48

SurveySparrow

APRIL 26, 2020

In this article, we are going to discuss how we can get more case studies, reviews, and customer testimonials using NPS. What’s Special about Getting Customer Testimonials? Getting customer’s testimonials is essential these days as people believe the word and experience of similar ones like them. If yes, then how?

Case Study 52

Case Study NPS Study Survey 52

Lumoa

AUGUST 25, 2020

You can’t grow your business without expanding your customer base. However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. According to experts, about 50% of your customers churn naturally every five years.

Strategy 195

Strategy Chatbots Self Service Customer Retention 195

CX Centric

APRIL 24, 2021

They can now distinguish between different customers based on how they interacted with their assets. Achieved Results The not-for-profit organisation saw a substantial change in their systems. So far the organisation has also identified just over 200 qualified leads.

Case Study 52

Case Study Study Analytics Financial 52

QuestionPro Audience

APRIL 23, 2018

The fact that the video caught white patrons angrily objecting the arrest was a visible testament to the company’s customer base. Both solutions became a standard for the industry and an iconic case study on damage control. off coupons.

Brands 170

Brands Social Media Case Study Video 170

Customer Bliss

MAY 15, 2019

” Signal That You Value Customer Loyalty: A Case Study. Alaska Airlines , for example, resists industry practices that signal to customers that they’re undervalued. Instead, they prove that they value customer loyalty, for example, by continuing to award miles to customers based on mileage.

Chief Customer Officer 164

Chief Customer Officer Case Study Video Course 164

InMoment XI

SEPTEMBER 9, 2024

Customer experience consultants, like the experts at InMoment, can help you craft experiences that turn customers into brand advocates, increasing their lifetime value and positively impacting your bottom line. What to Look for in a Customer Experience Consultant? Do they have experience in your industry?

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

Retently

JUNE 28, 2022

Both these systems are easy to implement, and the reaped benefits will be of significant impact on the customer base. How customers can help your business grow. Create Customer Success Stories and Case Studies. Another example is Uber, which offers a free ride to the referrer and the referee.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

CSM Magazine

MARCH 19, 2025

This helps customer support teams make informed decisions and improve overall communication effectiveness. Case Studies: How AI Translation is Transforming Customer Support 1. E-Commerce: Scaling Global Customer Service A leading e-commerce retailer adopted AI translation to assist customers in over 20 languages.

e-support 59

e-support Chatbots Competitive Advantage Case Study 59

QuestionPro Audience

JUNE 23, 2022

On the other hand, if an independent school asks parents whether they would consider sending their child there if they had one or more children already enrolled at the institution, then this question would provide valuable insight into whether that particular customer base might be interested in sending their kids there.

Survey 195

Survey Groups Case Study Study 195

Kayako

JANUARY 25, 2019

Before we move on to a case study ask yourself – “Would you leave your mom in the middle of a hospital hallway and forget her there?”. Case Study. Case Study. It’s about proactively developing things and gestures your people can do to help customers in difficult situations. Case Study.

Chief Customer Officer 123

Chief Customer Officer Airlines Case Study Customer Service 123

Interactions

APRIL 2, 2025

This support gives you one less concern when expanding into new areas or when demographics shift in your customer base. To learn more about how Interactions helps the worlds largest retailers deliver unparalleled service, visit our retail page or read this case study to learn how a major retailer removed 7.9

Retail 62

Retail Self Service Average Handle Time Contact Center 62

CSM Magazine

JANUARY 15, 2025

Well explore the signals that indicate your customers interest is fading and, more importantly, how you can turn things around. Customers expect solutions, not more questions. Use a platform to connect all of your customer touchpointsCRMs, website data, and app interactions.

Chatbots 52

Chatbots Case Study Communication Interaction 52

Lumoa

OCTOBER 12, 2020

Every customer-centric business strategy centers around putting the customer at the core of their business, and that means closing the customer feedback loop. While surveys like NPS, CSAT, CES , or market research can be helpful tools for understanding your customer base, they come with their own share of challenges.

Feedback 195

Feedback How To NPS Customer Centricity 195

GetFeedback

APRIL 3, 2019

The company’s success hails from their ability to produce need-to-have products inspired by firsthand experiences and their relentless pursuit of delivering the best customer experience. As YETI’s popularity grew, their customer base increased along with it. Check out their case study on our customer’s page.

Feedback 220

Feedback Omni-Channel Self Service Analytics 220

Optimove

MARCH 19, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: What an incredible first day at Optimove Connect 2025!

Connections 52

Connections Marketing CRM Banking 52

Kayako

DECEMBER 3, 2015

And you know just how powerful delightful customer service experiences can be to drive positive word-of-mouth. Maybe you could send over some case studies – like these ! – that show just how investing in customer service can impact the bottom line. Google is your friend.

Customer Service 120

Customer Service How To Case Study NPS 120

Maz Iqbal

SEPTEMBER 11, 2014

Let’s assume that for the purposes of this conversation that when I use the term customer-centricity I am pointing towards a specific behaviours which show an organisation as being attuned and responsive to the needs of their customers – their core customer base. How did it go?

Customer Centricity 79

Customer Centricity Case Study Leadership Employee Engagement 79

CSM Magazine

JANUARY 2, 2025

By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Lets take a closer look at how some of the best-known companies use empathy in their customer interactions. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Thematic

MARCH 30, 2025

A strong customer insights framework groups customers based on behavior, preferences, or lifecycle stage—and then delivers tailored experiences to each group. Implementing secure analytics tools integration ensures that customer insights remain protected while still being valuable for decision-making.

Customer Insights 62

Customer Insights Data Analytics How To 62

Maz Iqbal

OCTOBER 2, 2014

Filed under: Case Studies , Culture , Customer Experience , Customer Insight (inc VoC) , Customer Service , Management Tagged: customer experience , customer focus , customer obsession , customer service , customer-centric , Tesco.

Customer Centricity 76

Customer Centricity Case Study Study Culture 76

Lumoa

DECEMBER 19, 2023

This allows businesses to gain valuable insights into customer perceptions, uncover emerging trends, and pinpoint areas for improvement. Here are some case studies to show how AI is making this happen: Bank of America employs AI-driven sentiment analysis to capture VoC and identify customer pain point s.

Analysis 195

Analysis Social Media Trends Feedback 195

CSM Magazine

JANUARY 2, 2025

By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Lets take a closer look at how some of the best-known companies use empathy in their customer interactions. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

InnerTrends

DECEMBER 2, 2019

The fast signup vs. considered signup was argued by Basecamp for years and even experimented on (see the case study at the end of the article). With less leads to follow up, you have the opportunity to make personal connections with these new users in order to convert them into paying customers. 37signals Case Study.

Case Study 105

Case Study Study Metrics Strategy 105

Vonage

JULY 27, 2015

And seeing as some of the world’s most demanding consumers make up Truphone’s customer base (time-pressured executives working in global markets); a fast, efficient and reliable service is essential. With the right technology, you can deliver outstanding customer service – no matter how complex your product or how quickly you expand.

Technology 120

Technology Infographics Case Study Retail 120

NobelBiz

JANUARY 28, 2025

Collected through post-call surveys, CSAT scores provide direct customer feedback. Net Promoter Score (NPS) : Measures how likely customers are to recommend your services to others. A strong NPS indicates a loyal customer base. Delays frustrate customers and negatively impact satisfaction.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

InMoment XI

NOVEMBER 15, 2023

Who Needs Customer Experience Analytics? The short answer is that nearly every business can benefit from customer experience analytics. Customer experience analytics is a powerful tool that enables businesses to connect with their customers on a deeper level.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

CSM Magazine

JANUARY 30, 2024

Case Studies: Companies That Prioritize Customer Service Pioneers of Customer-Centric Excellence Let’s dive into real-world case studies to illuminate the exceptional commitment of companies that have elevated customer service to an art form.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

Lumoa

APRIL 1, 2020

How to Build a Customer Insight Strategy Now that you understand the impact of having a customer insight strategy, the next step is to determine what it looks like at your company. Every company’s customer base is different. The ways that you already measure data may be different from your peers. That’s okay!

Customer Insights 195

Customer Insights Strategy Customer Journeys How To 195

Horizon CX

DECEMBER 1, 2023

Strategic Milestone: Apple’s success in customer experience contributes to its strategic milestone of brand loyalty. Zara’s unique business model, which emphasizes rapid production and distribution, allows the company to stay ahead of fashion trends and meet the ever-changing preferences of its customer base.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

TechSee

JULY 10, 2024

The Real-World Impact of AI Agents Numerous real-world case studies illustrate the transformative potential of full automation, especially in fields like enterprise CX, where it can quickly scale to meet the demands of some of the largest global customer bases.

Self Service 124

Self Service Average Handle Time Contact Center First Call Resolution 124

Kayako

AUGUST 7, 2019

For instance, by showing how your product best addresses a functional need, or by tempting a customer with emotional appeal as to how a product satisfies the ‘want’ are some ways you can play to what a customer is coming with (i.e a need or a want).

Customer Experience 187

Customer Experience How To Comparison Customer Journeys 187

InMoment XI

FEBRUARY 12, 2024

By tracking changes in NPS before and after implementation, you can assess the impact on customer loyalty. A positive shift in NPS indicates that integrated efforts are resonating positively with your customer base. Answers typically range from “Very Easy” to “Very Difficult” and are often measured on a scale of 1-5.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195