rethinkCX

MARCH 4, 2025

Customer experience (CX) isnt just a buzzwordits the battlefield where brands win or lose loyalty. At rethinkCX, weve studied these standouts, distilling what makes their CX soar. Lets dive into four case studies of brands excelling in customer experienceand uncover lessons your call center can steal.

Case Study 52

Case Study Study Brands Customer Experience 52

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. I mean FatFace no harm – I merely want to use our experience as a lesson to them and others.

Case Study 191

Case Study Retail Study Policies 191

ECXO

OCTOBER 23, 2024

Customers feel heard, understood, and supported, leading to increased satisfaction and loyalty. This level of proactive engagement not only improves the customer experience but also increases the likelihood of repeat purchases and customer loyalty. 123 Real-World Success Stories for Your Inspiration 1.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend. B2B customers will notice that commitment.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

DECEMBER 25, 2024

Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. Why It Works: A detailed understanding of the customer journey allows you to target improvements where they matter most, boosting satisfaction and loyalty. I usually call them MoTs (Moments of Truth).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Optimove

FEBRUARY 19, 2025

ComeOn Groups Sherwin Jarvand will share how leveraging Opti-X, Optimoves Digital Experience Platform, has helped them create impactful, data-driven player journeys that drive engagement and long-term loyalty. Dont miss out on strategies that can redefine your customer relationships, drive deep loyalty, and have a real business impact.

Case Study 52

Case Study CRM Connections Study 52

ECXO

MARCH 3, 2025

Use case studies and testimonials to highlight how your product or service has helped customers overcome challenges. Without his loyalty, encouragement, and support, Frodo wouldnt have made it. In CX, the Mount Doom moment is the critical touchpoint where you either win the customers loyalty or lose them forever.

Customer Journeys 156

Customer Journeys Customer Experience Touchpoint Case Study 156

ijgolding

OCTOBER 7, 2015

CASE STUDY 1 – Weleda. CASE STUDY 2 – Old Mutual Zimbabwe. The second ‘authenticity’ case study comes from a very different part of the world – and from an industry that you may not have suspected. Zimbabwe is one of the countries I have been blessed to visit in 2015.

Case Study 120

Case Study Study Customer Experience Financial 120

CSM Magazine

JANUARY 28, 2025

Proactive Communication Share industry tips, case studies, and updates about new features or services through email or social media to continuously educate your audience. Boosts Retention and Loyalty When you provide ongoing education, you show customers that your relationship doesnt end at the point of sale.

Loyalty 52

Loyalty Self Service Apparel Knowledge Base 52

rethinkCX

FEBRUARY 17, 2025

Introduction Customer loyalty is the foundation of a successful business. In todays competitive market, understanding the psychology behind customer loyalty can help brands cultivate long-lasting relationships with their audience. Key Psychological Drivers of Customer Loyalty 1. Strategies to Build Strong Brand Advocates 1.

Loyalty 52

Loyalty Brands Loyalty Programs Rewards Programs 52

ijgolding

FEBRUARY 3, 2015

Customer Journeys Customer retention and loyalty CX Strategy Retail Travel changing consumer expectation customer expectation customer experience Debenhams emotional Emotional engagement making life difficult for customers Marriot wi-fi marriott Marriott Hotels' We crave speed, simplicity and consistency in our interactions.

Hotels 120

Hotels Case Study Study Travel 120

Kayako

AUGUST 12, 2022

Personalization matters for customer satisfaction, retention, and loyalty: 80% of consumers are more likely to buy from a company that provides a tailored experience. 70% of consumers say that how well a company understands their individual needs impacts loyalty. 66% of consumers expect brands to understand their individual needs.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

ECXO

JUNE 19, 2024

Because no matter how excellent the customer experience is, it cannot make up for the lack of quality and well-designed outcomes that help generate adoption, repeat business, loyalty, and revenue. CX is about results, and results are about empathy, design, human centricity, adoption, revenue, and growth. May 21, 2024.

Customer Experience 386

Customer Experience Automotive Fashion Innovation 386

Calabrio

MARCH 5, 2025

However, VoC is also a set of established approaches, tools, and strategies used to capture and analyze customer datain other words, for making use of what your customer have to say to foster brand loyalty and enhance overall customer experience (CX). It’s about leading the way in customer satisfaction, loyalty, and business success.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

BlueOcean

JANUARY 9, 2018

Check out our latest case study about our custom integration between a client’s IVR system and cloud-based ticketing system. Additionally, the seamless omni-channel experience that AI can help support will promote customer satisfaction and loyalty. Automating Transactional Volume for Multinational IT Corporation: A Case Study.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

ECXO

JULY 22, 2024

Building Customer Loyalty Consistent positive experiences foster customer loyalty. Enhancing loyalty involves: Reward Programs: Implementing loyalty programs to reward frequent users and advocates. In-App Guidance: Using in-app messaging to introduce new features and updates. Want more practical insights?

B2B 207

B2B Customer Experience Self Service e-support 207

CSM Magazine

JANUARY 6, 2025

By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list. Case Study: Apple Support Apples customer support is known for being as polished as its products.

Examples 52

Examples Case Study Study Training 52

Customer Bliss

AUGUST 29, 2019

As I shared in the many case studies in my latest book, Would You Do That To Your Mother? Invest in your CX, and your business will be rewarded with customer accolades and loyalty! Gen Z tends to do more talking with their friends, family, and colleagues about an experience. Consumers are attracted to companies who honor them.

Customer Journeys 227

Customer Journeys Customer Experience Case Study Consumers 227

InMoment XI

NOVEMBER 26, 2024

A customer journey map visualizes all touch points between the customer and the organization, from customer research on the product to first contact with the company to building customer loyalty. This exploration not only aids in the visual aspect but also helps pinpoint gaps in your current mapping approach that might otherwise go unnoticed.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

GetFeedback

JUNE 22, 2019

Remember that your NPS survey represents a valuable customer loyalty metric. Personal experiences drive loyalty. She’s a blogging sensei—you’ll often find her writing case studies, help documentation, and articles about customer support for Supported Content. ” But it can also be so much more.

NPS 304

NPS Net Promoter Score Survey Effort Score 304

Retently

NOVEMBER 13, 2024

In this article, we’ll explore how Virtual Fitting Rooms benefit customers and brands, from boosting customer confidence and reducing returns to increasing sales and loyalty. Why It’s Game-Changing: By bridging online and offline channels, VFRs create a consistent and cohesive experience that fosters loyalty. Let’s dive in!

Ecommerce 144

Ecommerce Retail Social Media Technology 144

Retently

JUNE 28, 2022

It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. In addition, it is a nice touch to reach out to those customers who already promote your brand in social media or blogs and offer them a gift to reward their loyalty and willingness to recommend you.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Happy or Not

NOVEMBER 13, 2024

JACK & JONES: elevating customer satisfaction by 35% JACK & JONES, a renowned menswear retailer, sought to elevate customer experience and boost customer loyalty by implementing HappyOrNot’s real-time feedback system across their Finnish stores. Read the full case study here 2. Read the full case study here 3.

Examples 36

Examples Customer Service Case Study Hospitality 36

Customer Bliss

MAY 15, 2019

The day after the store opened, she went over and registered Buddy, signed up for the loyalty program, and made an appointment for his first grooming. ” Signal That You Value Customer Loyalty: A Case Study. ” Listen to my podcast for another case study, featuring St.

Case Study 164

Case Study Chief Customer Officer Video Course 164

InMoment XI

JULY 22, 2024

When such disruptions occur, they don’t just impact operations; they shake customer confidence and loyalty. For CX Leaders, this case study underscores the importance of leveraging advanced technology to handle crises. For enterprise companies, the stakes are even higher. Talk with an expert today for more information.

Banking 195

Banking Feedback Social Media Call Center 195

Lumoa

APRIL 3, 2018

The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. If you ask about your brand, you will receive the measurements of brand loyalty, and if you ask about the particular product or service, you will more likely receive more product-detailed feedback. The question is, how can you measure it?

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

Lumoa

AUGUST 25, 2020

While content like blogs, infographics, videos, and podcasts improve your search engine visibility and add to your credibility, specific blog posts, industry reports, case studies, and whitepapers also help in retention by bringing your existing customers back to your site for insightful information. Image source: MyCustomer.com 3.

Strategy 195

Strategy Chatbots Self Service Customer Retention 195

ECXO

JULY 8, 2024

This article delves into the intricate relationship between digital product design and these two pivotal aspects, highlighting key principles, case studies, and actionable insights for technology companies striving to enhance their market presence and user satisfaction.

e-support 156

e-support Case Study Financial Banking 156

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. 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.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

InMoment XI

NOVEMBER 15, 2023

By delving into these insights, companies can make data-driven decisions to enhance customer satisfaction and customer loyalty. There are four common customer experience analytics metrics: Net Promoter Score (NPS) Net Promoter Score , or NPS, is a widely used metric to measure customer loyalty.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

C3Centricity

AUGUST 6, 2024

As before, I provide supporting data and some inspiring case studies to get you going. Let’s take a look at nine key hurdles I have noted in working with my clients, and discover how to solve them, ensuring your business stays ahead in the race for customer loyalty and sustainable growth.

Strategy 156

Strategy Customer Centricity Culture Case Study 156

ECXO

MARCH 20, 2024

[link] What you and your companies will learn: -How we have programmed our customer service agents and bots to respond in ways that increase friction, reduce satisfaction and loyalty -The current ways of doing business have a large blind spot preventing customer service to ever turn not be thought of as a cost-center -How empathy-as-a-business strategy (..)

Case Study 156

Case Study Customer Centricity Leadership ROI 156

Uniphore

JUNE 10, 2021

Drive Agent Satisfaction to Drive Customer Loyalty. 24 Contact Center Automation Case Studies that Reveal Game Changing AI and RPA Strategies. Transition to work-at-home with legacy technology. 25% Lack of self-service options. 13% High Call Volume. 13% My contact center is not in the cloud. Download Playbook.

Call Center 246

Call Center Self Service Contact Center eBook 246

delighted

MAY 11, 2021

It’s a term that gets thrown around a lot these days, but “customer loyalty” has never been more important. If you want to build a business that’s sustainable – not just a flash-in-the-pan success – you have to prioritize the long-term loyalty of your customers. The significance of customer loyalty.

Customer Journeys 79

Customer Journeys Loyalty Brands Strategy 79

rethinkCX

FEBRUARY 13, 2025

Case Study: How Outsourcing Transformed a Growing E-commerce Brand A mid-sized e-commerce company struggling with increasing customer service demands partnered with an outsourced support provider. Customer Retention Rate: Monitors loyalty and long-term engagement.

e-support 52

e-support Case Study Social Media Customer Satisfaction 52

InMoment XI

SEPTEMBER 9, 2024

In addition to the questions, a reputable customer experience consulting firm should offer proof of their success—whether through CX case studies, testimonials, or data showcasing improved customer satisfaction and ROI. Do they have experience in your industry? Additionally, consider their approach to consulting customer experience.

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

Optimove

MARCH 20, 2025

By tapping into human desires for achievement and recognition, brands can create highly engaging experiences that drive loyalty, increase conversions, and build emotional connections with customers. OptiWeb: Using Web Channels for Maximum Engagement How do you turn your website into a high-performing engagement engine?

Connections 52

Connections Gamification Marketing CRM 52