customer experience company case study

The CEO guide to customer experience

What do my customers want? The savviest executives are asking this question more frequently than ever, and rightly so. Leading companies understand that they are in the customer-experience business, and they understand that how an organization delivers for customers is beginning to be as important as what it delivers.

This CEO guide taps the expertise of McKinsey and other experts to explore the fundamentals of customer interaction, as well as the steps necessary to redesign the business in a more customer-centric fashion and to organize it for optimal business outcomes. For a quick look at how to improve the customer experience, see the summary infographic.

Armed with advanced analytics, customer-experience leaders gain rapid insights to build customer loyalty, make employees happier, achieve revenue gains of 5 to 10 percent, and reduce costs by 15 to 25 percent within two or three years. But it takes patience and guts to train an organization to see the world through the customer’s eyes and to redesign functions to create value in a customer-centric way. The management task begins with considering the customer—not the organization—at the center of the exercise.

Customer experience

More insight into creating competitive advantage by putting customers first and managing their journeys.

Observe: Understand the interaction through the customer’s eyes

Technology has handed customers unprecedented power to dictate the rules in purchasing goods and services. Three-quarters of them, research finds, expect “now” service within five minutes of making contact online. A similar share want a simple experience, use comparison apps when they shop, and put as much trust in online reviews as in personal recommendations. Increasingly, customers expect from all players the same kind of immediacy, personalization, and convenience that they receive from leading practitioners such as Google and Amazon.

Central to connecting better with customers is putting in place several building blocks of a comprehensive improvement in customer experience.

Identify and understand the customer’s journey.

It means paying attention to the complete, end-to-end experience customers have with a company from their perspective. Too many companies focus on individual interaction touchpoints devoted to billing, onboarding, service calls, and the like. In contrast, a customer journey spans a progression of touchpoints and has a clearly defined beginning and end.

The advantage of focusing on journeys is twofold.

First, even if employees execute well on individual touchpoint interactions, the overall experience can still disappoint (Exhibit 1). More important, McKinsey research finds that customer journeys are significantly more strongly correlated with business outcomes than are touchpoints. A recent McKinsey survey, 1 1. McKinsey US cross-industry customer-experience survey, June–October 2015 data. for example, indicates customer satisfaction with health insurance is 73 percent more likely when journeys work well than when only touchpoints do. Similarly, customers of hotels that get the journey right may be 61 percent more willing to recommend than customers of hotels that merely focus on touchpoints.

Quantify what matters to your customers.

Customers hold companies to high standards for product quality, service performance, and price. How can companies determine which of these factors are the most critical to the customer segments they serve? Which generate the highest economic value? In most companies, there are a handful of critical customer journeys. Understanding them, customer segment by customer segment, helps a business to maintain focus, have a positive impact on customer satisfaction, and begin the process of redesigning functions around customer needs. Analytical tools and big data sources from operations and finance can help organizations parse the factors driving what customers say satisfies them and also the actual customer behavior that creates economic value. Sometimes initial assumptions are overturned. In one airport case study, customer satisfaction had more to do with the behavior of security personnel than with time spent in line (Exhibit 2). For a full view of the airport’s insightful customer-satisfaction exercise, see “ Developing a customer-experience vision .”

Define a clear customer-experience aspiration and common purpose.

In large, distributed organizations, a distinctive customer experience depends on a collective sense of conviction and purpose to serve the customer’s true needs. This purpose must be made clear to every employee through a simple, crisp statement of intent: a shared vision and aspiration that’s authentic and consistent with a company’s brand-value proposition. The most recognizable example of such a shared vision might be the Common Purpose 2 2. The Common Purpose is the intellectual property of The Walt Disney Company. See Talking Points , “Be our guest. . .again,” blog post by Jeff James, December 22, 2011, on disneyinstitute.com/blog. of the Walt Disney Company: “We create happiness by providing the finest in entertainment for people of all ages, everywhere.” The statement of purpose should then be translated into a set of simple principles or standards to guide behavior all the way down to the front line.

Customer journeys are the framework that allows a company to organize itself and mobilize employees to deliver value to customers consistently, in line with its purpose. The journey construct can help align employees around customer needs, despite functional boundaries. As McKinsey’s Ron Ritter elaborated in a recent video, rallying around customers can bring the organization together.

Shape: Redesign the business from the customer back

Customer-experience leaders start with a differentiating purpose and focus on improving the most important customer journey first—whether it be opening a bank account, returning a pair of shoes, installing cable television, or even updating address and account information. Then they improve the steps that make up that journey. To manage expectations, they design supporting processes with customer psychology in mind. They transform their digital profile to remove pain points in interactions, and to set in motion the culture of continuous innovation needed to make more fundamental organizational transformations.

Apply behavioral psychology to interactions.

Deftly shaping customer perceptions can generate significant additional value. One tool leading customer-experience players deploy is behavioral psychology, used as a layer of the design process. Leading researchers have identified the major factors in customer-journey experiences that drive customer perceptions and satisfaction levels. 3 3. Richard Chase and Sriram Dasu, The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business , Columbus, OH: McGraw-Hill Education, 2013. For example, savvy companies can design the sequence of interactions with customers to end on a positive note. They can merge different stages of interactions to diminish their perceived duration and engender a feeling of progress. And they can provide simple options that give customers a feeling of control and choice. One pilot study at a consumer-services firm found that improvements in customer-satisfaction scores accrued from “soft” behavioral-psychology initiatives as well as from “hard” improvements in operations (Exhibit 3).

Reinvent customer journeys using digital technologies.

Customers accustomed to the personalization and ease of dealing with digital natives such as Google and Amazon now expect the same kind of service from established players. Research shows that 25 percent of customers will defect after just one bad experience.

Customer-experience leaders can become even better by digitizing the processes behind the most important customer journeys. In these quick efforts, multidisciplinary teams jointly design, test, and iterate high-impact processes and journeys in the field, continually refining and rereleasing them after input from customers. Such methods help high-performing incumbents to release and scale major, customer-vetted process improvements in less than 20 weeks. Agile digital companies significantly outperform their competitors, according to some studies. 4 4. See The 2015 Customer Experience ROI Study , Watermark Consulting, watermarkconsult.net. To achieve those results, established businesses must embrace new ways of working.

Perform: Align the organization to deliver against tangible outcomes

As the customer experience becomes a bigger focus of corporate strategy, more and more executives will face the decision to commit their organizations to a broad customer-experience transformation. The immediate challenge will be how to structure the organization and rollout, as well as figuring out where and how to get started. Applying sophisticated measurement to what your customers are saying, empowering frontline employees to deliver against your customer vision, and a customer-centric governance structure form the foundation. Securing early economic wins will deliver value and momentum for continuous innovation.

Use customer journeys to empower the front line.

Every leading customer-experience company has motivated employees who embody the customer and brand promise in their interactions with consumers, and are empowered to do the right thing. Executives at customer-centered companies engage these employees at every level of the organization, working directly with them in retail settings, taking calls, and getting out into the field. In the early years, for example, Amazon famously staged “all hands on deck” sessions during the year-end holidays, a tradition that lives on in the employee-onboarding experience. 5 5. Brad Stone, The Everything Store: Jeff Bezos and the Age of Amazon , New York, NY: Little, Brown, 2013. Some organizations create boards or panels of customers to provide a formal feedback mechanism .

Establish metrics that capture customer feedback.

The key to satisfying customers is not just to measure what happens but also to use the data to drive action throughout the organization. The type of metric used is less important than the way it is applied . The ideal customer-experience measurement system puts journeys at the center and connects them to other critical elements such as business outcomes and operational improvements. Leading practitioners start at the top, with a metric to measure the customer experience, and then cascade downward into key customer journeys and performance indicators, taking advantage of employee feedback to identify improvement opportunities (Exhibit 4).

Put cross-functional governance in place.

Even for companies that collaborate smoothly, shifting to a customer-centric model that cuts across functions is not an easy task. To move from knowledge to action, companies need proper governance and leadership . Best-in-class organizations have governance structures that include a sponsor—a chief customer officer—and an executive champion for each of their primary cross-functional customer journeys. They also have full-time teams carrying out their day-to-day work in the existing organization. To succeed, the transformation must take place within normal operations. To foster understanding and conviction, leaders at all levels must role-model the behavior they expect from these teams, constantly communicating the changes needed. Formal reinforcement mechanisms and skill-building activities at multiple levels of the organization support the transformation, as well. In a recent video, McKinsey’s Ewan Duncan describes how rewiring a company in this way is typically a two- to four-year journey.

Log early wins to demonstrate value creation.

Too many customer-experience transformations stall because leaders can’t show how these efforts create value. Executives, citing the benefits of improved customer relations, launch bold initiatives to delight customers that end up having clear costs and unclear near-term results. The better way is to build an explicit link to value creation by defining the outcomes that really matter, analyzing historical performance of satisfied and dissatisfied customers, and focusing on customer satisfaction issues with the highest payouts. This requires discipline and patience, but the result will be early wins that will build confidence within the organization and momentum to innovate further.

Delighting customers by mastering the concept and execution of an exceptionally good customer experience is a challenge. But it is an essential requirement for leading in an environment where customers wield growing power.

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September 7, 2021 Customer Experience Insights

Customer experience case studies.

We’ve talked a lot about the impact of CX, how it’s changing, and why you should care. We also know that it can be difficult to grasp exactly what that means for your business. How CX initiatives impact day-to-day work or how you’ll interact with customers and what that looks like in action are just a few examples.

This article highlights some customer experience case studies that make the benefits of investing in customer experience far more tangible. We’ll look at customer experience examples from our experience working with clients from various industries and the impact CX investments had on various parts of the business.

Trex: Bridging the Gap Between Analog & Digital

Trex , a home improvement company specializing in sustainable deck materials, reached out to 3Pillar Global to help them build a photorealistic deck design app to extend the customer experience.

The company wanted the app to address a major pain point: deck customers were largely on their own in terms of design. Either it was on them to try to design and build a deck on their own OR they’d need to hire a designer or rely on a builder to take care of the design AND build process.

By creating a photorealistic app, Trex saw an opportunity to eliminate the time and expense of outsourcing the design process. A: it allowed customers to reallocate that budget to better materials and B: it ensured that they could get the deck of their dreams—on the first try. In turn, that means more revenue, referrals, and recommendations for Trex.

They also knew that building a custom deck design app was an opportunity to offer something their competitors didn’t.

Rather than building an application from scratch, many Trex competitors simply white-label existing technology without considering customer feedback. Unfortunately, that approach creates a subpar UX experience. Users don’t walk away with an understanding of what their design will look like in real life. Customers are left wondering if the deck would match their home and if they choose the best material for the job.

3Pillar Global experts worked with the Trex team to build a custom app that could really bring DIY deck designs to life—beyond basic floor plan sketches or outdated 3D designs.

We started the process by performing deep user testing, which enabled us to design and build a solution that solved for real-world needs.

The final product was a user-friendly app that allows customers to upload an image of their backyard, input dimensions, and share preferences. From there, the app recommends specific materials and products to help them make their dream deck a reality.

At the end of the process, customers receive a blueprint, estimate, and a shopping list for everything they’ll need to complete the job.

Customers were really impressed with the app. They were impressed by the app’s baked-in photorealism—including the wood grain, colors, textures, and details that allowed them to really make their designs their own.

We also built an integrated customer relationship management (CRM) system directly into the app’s backend to support the Trex team on the job. As a result, the sales team now has access to more data and contacts. This data is helping them fill their pipeline with qualified leads and provide personalized support and solutions throughout the entire sales process.

CARFAX: Tapping New Markets

Sure, helping B2C customers find vehicle history information might be their bread and butter, but CARFAX is continuously looking for new ways to use its extensive database and deep customer knowledge to create new digital solutions.

Throughout the course of our decade-long partnership, we’ve helped CARFAX bring six new products to market—including CARFAX for dealers—a digital B2B solution helping used car dealers reach more potential customers.

Most recently, 3Pillar Global helped the company expand into the public sector with CARFAX for Police—a mobile/web app that streamlines the process of filing accident reports.

This customer experience case study is a great example of how you might repurpose an existing solution to meet the needs of a completely different market.

When 3Pillar Global developed CARFAX for Police, a big part of this process was learning more about the unique challenges officers face on the job and what they wanted from a potential solution. While the technology was there, we had to get to know a completely different user segment—with completely different priorities than car buyers and dealers.

3Pillar Global conducted user research (interviews, app usage patterns, etc.) with 8 officers. The team interviewed them to learn how to create something they’d actually use—and could be adapted to fit different county/state workflows, while at the same time, providing some flexibility for different forces to adapt the solution to their unique needs.

The 3Pillar Global solution helped CARFAX reduce report completion times by 50%, which enabled law enforcement organizations to capture and integrate more data across their systems.

This made it easier for officers to collect better information at the scene using their smartphones, also reducing the amount of work involved in filing a report.

While this particular application focuses on one specific part of policing, it does indicate the potential impact similar digitization efforts might have in other areas—shared data between jurisdictions, transparency between police forces and the community, better information, fewer opportunities for paperwork to “go missing” or get destroyed.

E-commerce Client:

A major online brand specializing in custom blinds, shutters, and shades reached out to 3Pillar Global to modernize their e-commerce site.

At the time, the brand realized that their aging infrastructure could no longer support the incoming traffic they were seeing. At the same time, they were looking to expand into new geographical markets.

The solution covered two main areas. The first was modernizing the client’s system. We built them a new website, along with a fully-integrated point of sale system.

3Pillar Global worked with the client to redefine the front-end technical infrastructure and improve website performance. We ran a performance test report to capture the parameters of our response with the goal of being able to support 200+ users at the same time.

We revamped the website’s front-end design but kept backend APIs the same.

We also sought to improve the user experience to drive sales and boost satisfaction.

All hands were on deck for this engagement. From design to product and engineering teams, all worked together to define aspects of the buying process (an effort that can take several weeks, depending on how many touchpoints/segments you’re dealing with).

The new website allowed the client to penetrate international markets and increased online sales by 20%.

Fortunately, the client had a really clear voice and well-defined customer values—which made the process of modernizing and improving the shopper experience much easier on our end.

Kathryn Rosaaen, one of 3 Pillar Global’s experts who was involved with the project, says, “it was about understanding the customer journey from the beginning. Where do people start, and what devices and touchpoints do they use to interact with the brand along the path to purchase—the iPad browsing experience at home, the point of sale experience in the store, the desktop website, the point of sale experience out in the field, and so on.”

She also noted that while much of the process was about making sure the systems were integrated and all APIs were synced so that they could communicate with each other, the core focus was about making sure the entire experience—from design to editorial positioning—was unified, consistent, and easy-to-use at every touchpoint.

PBS: Modernizing Public Broadcasting

We’ve worked with PBS since 2009 when the public broadcasting giant sought out our expertise to begin transitioning from a traditional media company to a leader in digital media.

The organization recognized the need to find new channels and formats to educate and inform audiences of all ages and backgrounds—and unify its disconnected network of nearly 200 member stations.

For more than a decade, we’ve helped PBS optimize and expand their digital footprint as part of an ongoing collaboration.

3Pillar Global helped PBS build the technical infrastructure needed to serve content on multiple channels and in various formats. We developed original iPad apps and created APIs that enable content delivery on any channel and built custom content management systems (CMSs) that made it easy for member stations to deploy a consistent stream of online content. At the same time, PBS is in full control over when and where its content appears.

What’s more, we also helped the broadcasting organization develop a digital-first culture and the Agile development methodologies that enabled them to sustain and expand on those initial digitization efforts.

The 58M app downloads and hundreds of millions of videos streamed each month speak for themselves. However, we think the real takeaway from this customer experience case study is what can be achieved through long-term partnerships.

CX isn’t a one-and-done effort, it’s something that requires constant attention. With PBS, we’ve laid a strong digital foundation that allows them to anticipate and respond to viewers’ needs, rather than scrambling to play catch up like other legacy broadcasters.

Key Takeaways

In the end, these examples demonstrate that improving CX isn’t a one-size-fits-all effort. As you can see, each of the CX case studies we looked at focused on a very different set of goals. The key takeaway is, initiatives should align around a specific business case and be driven by the customer.

To find out more about how 3Pillar Global experts can help you reach new markets, build breakthrough solutions, or completely revamp the online shopping experience, contact an expert today .

Special thanks to these members of FORCE, 3Pillar’s expert network, for their contributions to this article.

FORCE is 3Pillar Global’s Thought Leadership Team comprised of technologists and industry experts offering their knowledge on important trends and topics in digital product development.

Customer Experience (CX) Table of Contents

• Ch. 1: Customer Experience as a Competitive Advantage
• Ch. 2: Customer Experience Trends
• Ch. 3: What Makes a Great Customer Experience?
• Ch. 4: Customer Experience Lifecycle – Adopt a Customer Mindset at Every Stage
• Ch. 5: How Customer Experience Has Evolved
• Ch. 6: Capturing the Omnichannel Customer Experience
• Ch. 7: How Customer Experience Impacts the Bottom Line
• Ch. 8: Importance of Customer Experience
• Ch. 9: Digital Transformation and Customer Experience
• Ch. 10: Owning the End-to-End Customer Experience
• Ch. 11: Why CX Design Matters
• Ch. 12: The Common Culprits Behind Bad Customer Experiences
• Ch. 13: Customer Experience Case Studies
• Ch. 14: How Customer Experience Impacts Retention
• Ch. 15: The Effects of Customer Experience on Brand Loyalty
• Ch. 16: 16 Statistics that Drive Home the Value of Customer Experience
• Ch. 17: Overcoming Common CX Challenges
• Ch. 18: Customer Experience (CX) vs. User Experience (UX)
• Ch. 19: Creating a Customer Experience Culture
• Ch. 20: Why Run a Customer Experience Audit
• Ch. 21: How to Define Customer Experience Strategy
• Ch. 22: The Role of Artificial Intelligence in Customer Experience
• Ch. 23: Impact of Social Media on Customer Experience
• Ch. 24: A Customer Experience Roadmap for Success
• Ch. 25: Innovation Begins with Customer Feedback
• Ch. 26: 10 Steps for Improving the Customer Experience
• Ch. 27: Self-Service is the Future of Customer Experience
• Ch. 28: Building an Enterprise Customer Experience
• Ch. 29: Achieving Real-Time Customer Experience
• Ch. 30: Using Automation to Create a Consistent Customer Experience
• Ch. 31: A Practical Guide to Customer Journey Mapping
• Ch. 32: A Guide to Personalized Customer Experience
• Learn how we can help you design successful customer experiences.

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7 Successful Customer Experience Case Studies

Customer experience, or CX, is essential for your brand’s longevity, profitability, and customer loyalty, so it’s worth considering this factor in your marketing strategy. It’s no stretch to say that delivering high-quality customer experiences is critical if you want your brand to remain competitive in the modern business environment.

But it’s one thing to try to incorporate solid CX strategies and methodologies into your workflow. It’s another thing to see them in action as a success story. Today, let’s break down seven successful customer experience case studies. By the end, you’ll be well-equipped and ready to implement the techniques and methods that these successful companies used to bolster and reinvigorate their CX philosophies .

1. Macmillan Research

Macmillan Research, a scientific research institution, discovered in 2012 that various individuals affected by cancer needed extra support with practical tasks like cleaning, shopping, and so on. Approximately one in four people diagnosed with new cancer in the UK lacked support from close family or friends (or roughly 70,000 people each year) at the time of this project.

To solve this, Macmillan devised a Team Up service. The goal was to create an accessible, intuitive online marketplace that would help those affected by cancer get the practical support they needed.

To accomplish their goal, Macmillan worked hard to ensure that Team Up was easy-to-use and accessible across many different devices. It also needed to recruit new volunteers plus appeal to a younger demographic of workers.

Thus, Macmillan faced two primary challenges:

• Getting enough early adopters to test the earliest iterations of the service
• Acquiring the new technologies needed to make the whole project work

Macmillan focused on customer experience by hiring a dedicated community manager. This community manager then worked with various local groups in order to sign people up for the prelaunch of the product.

Furthermore, Macmillan integrated data into its CX testing by running biweekly user testing sessions. These guaranteed that members of the community provided their feedback to the project early on, where it could still be incorporated easily.

Thanks to these CX practices, Macmillan was successful in its overall goal. The Team Up service exceeded its initial expectations and registration KPIs by approximately 40%. Most practical tasks for cancer patients had a turnaround time of fewer than three days overall.

The car sales company CARFAX always looks for new ways to leverage its extensive vehicle database and use its customer knowledge to make new, intuitive digital tools and solutions.

Among the most recent improvements that CARFAX has made to its product is CARFAX for Police, which is a mobile and web application that helps to streamline accident report filing. Customers can now use CARFAX to file accident reports with local police precincts, making the entire process much more streamlined and easier.

To develop this app, CARFAX needed to focus on customer experience. CARFAX did some research to learn about the challenges police officers face while on the job and the difficulties they experience when filing accident reports. Fortunately, the technology to incorporate a solution like this was already present.

CARFAX and its clients conducted extensive user research, including interviews, measuring application user patterns, and so on, with a handful of police officers. They also leveraged skilled developers and mobile app programmers to make navigable, easy-to-use systems that successfully led to a great app.

By the end, CARFAX’s focus on CX resulted in an app that enables law enforcement officers to reduce accident report times by about 50%, as well as capture more data in law enforcement systems.

PBS previously wanted to transition from a more traditional media company into a leading digital media giant. To do that, PBS recognized that it needed to discover new marketing channels and formats through which to deliver educational, informative content to audiences across all age groups. More broadly, PBS wanted to connect and unify its overall network of approximately 200 member stations.

The CX-focused improvements were multifaceted from the get-go. PBS constructed a new technical infrastructure to serve content on multiple channels. This made PBS content more accessible to its users, thereby improving their customer experiences.

Furthermore, PBS developed iPad applications and APIs to ensure that content could be seamlessly delivered on any channel. This required the construction of custom content management systems, too — a high initial expense, but one that ended up being very worthwhile in the long run.

PBS also pivoted into a digital-first culture across the board. This allowed its members to focus on delivering exemplary customer experiences to online users, not just individuals watching television programs.

Trex was a home improvement company that specialized in providing sustainable deck materials. It wanted to improve its customers' experiences by creating a deck design app through which customers could create photorealistic mockups or simulations of what their decks might look like after constructing them.

The deck app would solve a huge pain point by helping customers who had only themselves to rely on when designing and building a deck of their very own. In creating a photorealistic application, Trex could eliminate a lot of the time and costs required in outsourcing the design process.

Therefore, Trex focused on creating an intuitive, navigable app with a good UX experience. This involved performing very deep, comprehensive user testing, as well as designing and building an initial solution and providing it to testers before incorporating their feedback.

In the end, the final app was very user-friendly. Customers were able to upload an image of their deck spaces or backyards, input certain deck dimensions, and even share their preferences. The app then recommends various eco-friendly deck materials and products so they can design and build the deck of their dreams in no time.

5. Thomas Cook

Thomas Cook, a travel agency and operator, wanted to improve its direct relationships with its target audience members and expand its customer base to those who weren’t currently its customers. Thomas Cook also wanted to know more about online customer journeys, as well as better understand customer purchase lifecycles.

With so many disparate goals, Thomas Cook needed to focus on customer experience and data-gathering above all else. To do this, it launched a targeted lead-generation campaign in addition to a travel survey.

The point of both of these methods was to capture key data and information about customers' future buying intentions, as well as specific customer requirements (which could, in theory, affect whether a given customer might buy something).

Furthermore, Thomas Cook utilized a nurturing program to deliver individualized, highly resonating messages and bolster user engagement. After completing the survey, consumers were presented with several different headline offers or redirected to the primary Thomas Cook website.

Thomas Cook didn't stop there. It also displayed various retargeting tags in the marketing campaign, helping the brand deliver more personalized display banner advertisements to respondents. All in all, this marketing effort allowed Thomas Cook to gain much more information than before.

It also acquired over 15,000 leads, saw email engagement rates boosted by over 30%, and saw email open rates at over twice the UK national benchmark average. All in all, it was a very successful CX data-gathering campaign.

6. RS Components

RS Components previously needed a better user experience. Specifically, the CX here was not conducive to quick or efficient processing.

This was a big problem for RS Components, as its marketing campaign was doing well, delivering over 10 million visits to various associated websites per month. Unfortunately, 70 million of those prospective customers left the site right at the search stage over the year.

To bolster conversion, RS Components look to improve its online customer experiences. With 60 websites in the group, this was a monumental task.

To accomplish it, RS Components:

• Collected customer feedback from online surveys, in addition to performing customer lab testing in the real world
• Prioritized things like speed and ease of identifying products. RS Components aimed to make it easier for customers to find and purchase the products they wanted
• Practiced search term correction
• Made significant improvements to search result categorization and presentation
• Emphasized and optimized its websites for mobile searchers

All in all, these efforts were highly successful. RS Components didn’t focus so much on changing its customer experience in terms of customer support or marketing. However, it did make a change in its CX in terms of searchability, website navigation, and product purchasing. This highlights how customer experience can incorporate and encompass many different elements of an online enterprise.

7. Vodafone UK

Vodafone UK wanted to develop an interactive, graphical representation of network performance. This was to be a first for the overall UK telecoms market. Unfortunately, Vodafone UK faced a significant challenge: making this rather technical and complex subject more accessible and simpler to understand for customers.

The primary objective was to create a tool to route queries into a call center using a self-service portal. Then, Vodafone UK aimed to develop a system to help communicate any planned outages to customers that would be affected. By the end of development, the tool needed to be very easy to maintain and be able to update itself in real-time 24/7.

To accomplish this, Vodafone UK focused somewhat on CX or customer experience management. Specifically, it:

• Created a cross-channel working group that included different business areas and people in industries like network operations, public relations, technology, security, and more.
• Carried out various usability studies with the public. This helped to validate its initial graphic design plan and user experience before implementing and improving upon it.

With this CX-focused approach, Vodafone UK successfully constructed a system where telecom information could be updated moment by moment by field engineers. The system was also linked to an email notification center, which enabled affected customers to immediately be notified of outages or changes in their coverage.

These days, users can still register their email addresses with the Vodafone UK telecoms system. This automatically sends an email if an issue is reported or if the network operations center has to impose an outage for technical or maintenance reasons.

The Impact of Customer Research on Customer Satisfaction

Many of these studies show how social media, digital transformation, and customer-centric optimization strategies can have a major impact. Using touchpoint analysis or leveraging contact centers can have an incredible impact on the bottom line.

Customer relationships — for both current and potential customers — only grow if you focus on world-class CX like these companies. Provide your customers with good day-to-day service in the online shopping world. Leverage automation where it makes sense, but don’t forget about the impact of a personal, human touch.

Chat With Awesome CX Today

As you can see, good customer experiences are absolutely vital for your brand. As you look to improve your CX overall, review your customer satisfaction metrics. Decide what pain point you can solve and anticipate the kind of improvements that loyal and new customers will most likely appreciate.

If the ideal way to make sure that your CX improvements are actually improvements and not just changes to your website or customer journeys for the sake of it.

Fortunately, if your CX philosophy needs a bit of work, there are partners you can turn to for help. Awesome CX is well-equipped and ready to assist with all of your CX needs.

In fact, we’ve assisted over 90 brands with their customer experience services , ranging from backend or office support to customer experience center aid and more. No matter what your industry happens to be, Awesome CX can help in more ways than one.

Send us a message today to learn more.

Customer Experience | Tech Target

What Is Customer Experience? | Forbes

What is Customer Experience? | IBM

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Dive into the Secrets Behind Apple's Stellar Customer Experience

Read Apple’s secret to customer experience

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“You’ve got to start with the Customer Experience and work back toward the Technology, not the other way around” – Steve Jobs

Before the iPod, Apple was primarily known for their home computing devices. Even though it wasn’t the first portable music player on the market, the iPod succeeded where other competitors failed.

The iPod exemplified Apple’s customer first approach – clearly a lot of research had been done on what the average music listeners pain points were when it comes to portable music. Technology played second fiddle to better  Customer Experience .

Takeaway  – All your songs in the palm of your hand. More storage, Better battery life, easy to use – these were the primary selling points for the original iPod, and as it turned out – for most people it was more than enough, which they made clear by establishing Apple as the leader in portable music, both in terms of volume and reputation.

A widescreen iPod with touch controls, a revolutionary smartphone, a breakthrough internet communications device. Steve Jobs kept repeating these 3 phrases at the iPhone reveal till the audience got the hint – they were one and the same.

As with many Apple products, the iPhone was not the first touchscreen device, nor was it the first entertainment focussed mobile device or one with internet connectivity for that matter.

Earlier smartphones were unwieldy, tough to use and were usually focussed on out and out productivity. Oh and it also incentivized developers and users to buy into the Apple ecosystem – promising the developers a stable target audience, and the consumers the ability to carry their apps, purchases, music, notes, and so much more across several devices no matter where they are. Apple not only delivered a better  customer experience , they changed the game on Mobile Customer Experience entirely, which allowed them to leapfrog veterans in the smartphone segment and create a user base that were willing to buy into the Apple ecosystem.

Takeaway  – The iPhone managed to give the best possible Customer Experience across many domains of mobile users – ensuring that EVERY user would be aiming towards owning a smartphone in the future, no matter what they used it for.

“It turns out people want keyboards . . . We look at the tablet and we think it is going to fail,”

These words were uttered by none other than Steve Jobs himself, nearly a decade before he revealed the iPad to the world. So how did a company that laughed off the very concept of a tablet turn around and make the most successful tablet of all time? Insights. By 2010, Apple had carefully surveyed and analyzed just what people do with their smartphones and their computers. There was a sizeable chunk of laptop/computer users who did not exploit much of their machine’s capability and instead were using them for emailing and consuming content. Admittedly, the iPhone could handle all of those tasks, but its smaller display definitely hampered its abilities.

Enter the iPad – Just the right amount of power to handle a bit of productivity, a vibrant display to consume content and a responsive touchscreen to ensure the typing experience was as good as it could be without a keyboard.

The iPad enabled Apple to sell large numbers and practically create a segment by itself.

Takeaway  – With the iPad, Apple defied themselves to become the leader in the Tablet segment, delivering the best  Custom er Experience  that its core user base needed.

Apple store experience

“get closer than ever to your customers. so close that you tell them what they need well before they realise it themselves” apple’s mission stated by jobs apple store.

Apple doesn’t simply relegate its focus on Customer Experience to its products. Apple stores are designed to be the best possible Customer Experience anywhere(not just in retail). When opening the first Apple store, instead of improving on their competition’s services, Apple decided to benchmark itself against the masters of human interaction – the hospitality industry, which led to the creation of the Apple Genius Bar – knowledgeable, empathetic employees who could get virtually anyone using their devices in a jiffy.

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Takeaway  – Delivering excellence in the retail Customer Experience has allowed Apple to retain its user base and gain an entirely new customer base – those who aren’t the most congruent with technology. Read more about how you can improve your retention with our  customer retention guide .

There’s no getting around the fact that Apple has contributed to a paradigm shift in how companies value Customer Experience, especially over the last 2 decades. While other companies like  Amazon  and  Uber  have managed to craft their own brand of excellence in CX, Apple remains the leader in Customer Experience for hardware companies by a fair margin.

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5 Case Studies to Improve Your Customer Service

As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies. An estimated  73% of consumers say a good experience is critical in influencing their brand loyalties.

Customer satisfaction directly impacts the bottom line, too, as 84% of companies that work to improve their customer experience report an increase in their revenue.

Apart from the stats, it is important to look for examples of company success stories improving customer service and productivity. Having high-performance customer service is essential for any company, regardless of industry. Check out these five case studies that will help you improve this process in your business.

How Quick Heal optimized their customer service, extending support hours and responding to inquiries faster

Quick Heal Technologies is a leading provider of internet security tools and anti-virus software, serving millions of users worldwide. Like many fast-growing companies, they experienced bottlenecks in their customer service process due to the high volume of requests.

• No system to track requests from different sources. 
• Agents could not maintain a global view of the customer request, negatively impacting customer service.  
• High incidence of lost tickets and incomplete information.
• Customers were not happy with the support delays.  
• The existing system did not manage its workflow.

Quick Heal researched several options yet didn’t find a solution with the right blend of factors. That’s when the team signed up for a free trial of Kayako. Before the free trial even ended, Quick Heal decided that Kayako was the right solution.

Kayako’s Shared Inbox Solution creates a frictionless experience by unifying interactions from different sources like email, Facebook, Twitter, and live chat. The Shared Inbox Solution means QuickHeal agents can serve customers more efficiently while preventing dropped tickets and lost conversations.

Kayako Benefits for Quick Heal:

• Reduced ticket response and resolution times
• Improved collaboration and reduced duplication of effort
• Extended support hours
• Consolidated conversations from multiple sources

“Without Kayako, we would not be able to manage all of the incoming ticket requests in an organized manner nor provide the quality of support we stand for. Kayako is far more efficient than our previous help desk system.” Sushant Dashputre, Assistant Manager of Technical Support at Quick Heal

Are you ready to deliver Friction-Free Customer Service? Capture your customer’s entire journey in a way a support ticket or traditional help desk never could. Discover Kayako Single View

Increasing NameCheap’s agent productivity through a self-service knowledge base

Namecheap is a leading domain registrar and technology company that offers domain registration, hosting packages, and related services. Customer support is vital to Namecheap, especially because they serve many repeat customers. Scaling personalization in support is imperative to avoid customer churn.

• No optimized workflow for the high volume of requests led to customer complaints.
• Due to a complicated and overwhelming process when responding to customer tickets, Agents became stressed. 
• Low productivity for service agents.

Namecheap began to look for a reliable, unified customer service software solution. They had difficulty finding an option that fit all their needs. The Namecheap team then learned about Kayako and decided to try it.

After Namecheap integrated Kayako into their website, they saw an immediate improvement in agent productivity. They implemented a Self-Service Portal with tools like macro-libraries of responses, automated replies, and a self-help knowledge base to help customers get helpful answers anytime they need help.

Kayako’s SingleView gives agents a complete visualization of the entire customer journey, from initial purchase to most recent customer service inquiry for individualized customer questions needing personalized support. Kayako enables Namecheap to scale personalized customer service, the holy grail for companies with a high volume of repeat customers.

Kayako Benefits for Namecheap:

• Improved self-service knowledge base.
• Streamlined ticket management.
• Boosted productivity.
• Increased customer satisfaction.

“One of the things we most value about Kayako is how carefully they have thought about real-life support processes. In all aspects, Kayako provides us with value in buckets.” Nata Trusova, Director of Customer Support at Namecheap

How Envato manages multiple customer bases in one place and resolves tickets faster

Envato is a world-leading online community for creatives. The company’s steady growth since 2006 outpaced its existing resources for support requests. Envato tried building their own help desk and quickly saw that a DIY solution would be prohibitively expensive in terms of time and money.

They began to search for an existing customer service software solution that could meet their needs and fit their budget.

• Existing support system not keeping up with the volume of requests. 
• Support requests were hard to track, sometimes going to individual emails. 
• Envato managed multiple customer databases and needed a way to coordinate them.

Using Kayako’s SingleView dashboard, Envato could access multiple customer databases in just one place. SingleView provides a complete view of the customer journey so that customer service agents can provide personalized support to every customer.

Using features like Kayako’s ticket parsing rules, Smart Routing and internal collaboration tools helps Envato efficiently give customers accurate answers every time. With Kayako, the Envato team handles more requests in less time while increasing the quality of customer service. Best of all, Kayako is a scalable solution that can grow with Envato.

Kayako Benefits for Envato:

• Resolved tickets faster.
• Managed all customer databases in a single system.

“Kayako has allowed us to extensively customize our help desk. This really meant that we can just make our help desk work in the way we want, rather than coming up with an elaborate system to fit into the technical requirements of other help desks. It has functionality that other support providers have not been able to match.” Jordan McNamara, Community Manager, Envato

Increasing Texas Tech´s customer satisfaction with a communication and collaboration platform

Texas Tech University is a top institution focused on advancing higher education, research, and health care. With more than 10,000 employees and over 36,000 students, their support team was overwhelmed with the volume of service requests.

• Support staff, students, faculty, and many other stakeholders were frustrated because the system couldn’t handle the high volume of support requests. 
• The situation reflected poorly on their brand as a top higher education institution. 
• Staff was trying to manage support requests using a shared Outlook account.
• They had no way to collaborate internally on support requests.

After comparing different options, Texas Tech chose Kayako because it offered  Kayako Collaborators Feature they needed to coordinate internal communications and to serve customers with faster responses.

Their team quickly implemented Kayako’s out-of-the-box features and immediately saw improvement.

“Once we implemented Kayako, we immediately noticed an increase in the quality of communication and collaboration, especially between our support and development team. Our customers also praised the improved communication.” Kevin Eyck, Enterprise Server Administrator, Texas Tech University

Kayako’s integrated self-service feature helped Texas Tech reduce the number of live-agent.

tickets by assisting customers in helping themselves. Texas Tech also leveraged Kayako’s customization options, using a custom LoginShare and integrating it with the intranet and applications used on their campus.

Kayako didn’t just help Texas Tech improve the support experience for the customer; it also enhanced their internal team’s productivity.

With Kayako, Texas Tech University handles all of its support requests quickly and easily resolves customer problems. Customers also benefit from the improved processes for ticket management and communication.

Kayako Benefits for Texas Tech University:

• Reduced the number of support tickets.
• Improved internal collaboration.
• Gained self-service capability.

How Kayako helped CoinStop reduce average response time and implement omnichannel customer support

Coinstop is a trusted provider of cold storage cryptocurrency hardware wallets. After launching in 2016, Coinstop experienced extremely rapid growth.

They soon struggled to manage and respond to all of the support inquiries and questions from potential customers. The Coinstop team began searching for a customer service software solution that was easy to use and implement.

• Rapid growth was putting a strain on the existing bare-bones support process.
• Coinstop must spend time educating customers as well as selling to them.
• Customer service practices did not scale with the company.
• Coinstop was providing customer support using a single email account. 
• Manually responding to hundreds of emails per day wasn’t a productive use of time. 
• There was no way to track the progress of support requests, they couldn’t standardize responses across the various agents, and they found themselves asking repetitive questions that frustrated their customers. 

Coinstop needed a help desk and live chat software to organize and optimize their support. They chose Kayako customer support software because it offers the best experience for both support agents and customers.

Using the Kayako dashboard, agents can interact with customers across multiple social platforms, email, and live chat. Agents can see the customer’s history from all channels, not just chat or email.

Everyone on the Coinstop team has immediate access to all the information they need to provide quick, personalized support to customers with Kayako’s SingleView.

Kayako Benefits for Coinstop:

• Reduced average response time.
• Managed a higher volume of tickets with the same number of agents.
• Improved collaboration between departments.
• Implemented omnichannel support.

“You need one place to browse every single conversation you have had with each customer. Kayako is very well organized. You can tie everything into it, including emails, social media, and team members.” Christopher Pavlesic, Co-Founder of Coinstop

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Common Challenges, Custom Solutions for Customer Service Help Desk

As you can see, companies across a spectrum of industries often share similar challenges with customer service. Do you have questions about improving your customer service process? Join world-class customer support teams like the companies in these case studies using Kayako to deliver exceptional customer experiences. Book a Demo today.

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10 B2B Case Study Examples to Inspire Your Next Customer Success Story

• October 24, 2023

Case studies, also known as customer stories, are valuable content assets for attracting new customers and showing your expertise in a competitive market.

The more case studies you have, the simpler it gets for your customers to make decisions.

Case studies provide a firsthand experience of what it’s like to use your product or service, and it can give an “Aha!” moment to potential customers.

While product demos and white papers are great for generating leads, their use is limited to highlighting product features. 

On the other hand, case studies showcase the transformation a business has undergone while using your product.

A case study offers potential customers a glimpse of the positive changes they can expect, which is more compelling than simply showcasing your product or service’s excellence.

• Customer mission should be given at the beginning
• Follow up about specifics and metrics
• Use quotes from their side to highlight
• Work out the biggest benefits of your offering and make reference to them
• Make sure your success story follows a brief and logical story structure

In this article, we’ll review 10 examples of outstanding case studies that have collectively helped secure millions in new client business. Let’s get started.

What Is A Case Study?

In simple terms, a case study highlights how a product or service has helped a business solve a problem, achieve a goal, or make its operations easier. 

In many ways, it’s a glorified and stretched-out client testimonial that introduces you to the problem that the customer is facing and the solution that the product has helped deliver. 

Case studies are invaluable assets for B2B SaaS, where sales cycles tend to get lengthy and costly. They’re a one-time investment that showcases your product’s features and benefits in rooms your sales team can’t be in. 

What Makes A Good Case Study? 

There is no one-size-fits approach to a good case study. 

Some case studies work better as long, prose-forward, and story-driven blog posts. Whereas some are better as quick and fast-fact content that doesn’t add to the chatter but gets straight to the point. 

Here are some of the tenets of good case studies:

• Product-Led : Focuses on showcasing the product as the solution to a specific problem or challenge.
• Timely : Addresses the current issues or trends relevant to the business’s ideal customer profile (ICP) . 
• Well-structured: Follows a clear, organized format with easily digestible writing style and synthesis. 
• Story-driven: Tells a compelling and relatable story that puts the reader in the customer’s shoes. 

Case studies must tell the customer’s story regardless of style or content density.

Other than that, visuals in case studies are powerful in increasing conversion rates, by providing real evidence and taking attention.

Companies can also use their website, social media, and newsletters to promote case studies and increase visibility.

Below, we have ten diverse case study examples that embody these principles. 

B2B Case Study Template from Our Team

We will share great and proven B2B case study examples that you can get inspired by in the following section, but before that, let’s take a look at an easy and effective template from our team.

10 Best B2B Case Study Examples To Take Inspiration From

Plaid is a fintech company specializing in equipping users with a secure platform to connect their bank details to online applications. Addressing the pressing concern of financial security, Plaid leverages compelling case studies to showcase the remarkable transformations their clients experience.

Take Plaid’s case study of Betterment, for example. 

The study begins by stating the goal that the customer is trying to achieve, which is to “onboard new users and drive engagement.” Right next to the goal is company details, and followed below is a singular problem and its solution.

The case study continues by keeping the business’ desired result front and center and offers a generous outlook on the SaaS business.

The core process of how Plaid helps Betterment is cleanly laid out, which is a brief version of a ten-page white paper. 

What follows are several benefits that Plaid offered to Betterment. 

Plaid’s subtle yet effective product integration and clear, well-organized process make it simple for customers facing similar challenges to envision the solution.

2. SalesHandy

SalesHandy is an email automation software that personalizes high-volume cold emails. The company heroes client success stories for its case studies and opens the heading with their wins. 

Check out this B2B case study example from Sedin’s case study published by SalesHandy.

Readers need context, and case studies should always begin by outlining the exact problems their product or platform aims to solve. 

Here, SalesHandy expertly introduces us to Sedin’s use case and the challenges that the business is facing.

After a lengthy context, the case study highlights Sedin’s core challenge in the words of its personnel. 

This personable approach ropes readers in and lets them empathize with Sedin’s challenges. 

With a single scroll in, SalesHandy lays out the solutions to Sedin’s core challenges and integrates its product. 

This highly detailed case study covers all corners and includes the exceptional results achieved in record time. SalesHandy closes the study with a word from the character already introduced to the readers. 

SalesHandy doesn’t shy away from giving a detailed account of its process, which is crucial for highly technical products and enterprise packages that involve multiple decision-makers. 

B2B Case studies, first and foremost, should be written in a language that your ICP understands. 

Playvox is a customer service platform that helps businesses streamline business operations. 

This industry-specific case study of Sweaty Betty by Playvox addresses unique challenges within a niche industry, such as account assessment times for retail and online shops. 

The case study starts with the results it achieved for Sweaty Betty. 

The case study follows a straightforward, albeit impactful, challenges-solution-results format as we scroll down. 

But instead of listing out solutions in bullet points, Playvox uses customer voice to present the transformation that Sweaty Betty went through. 

With this formatting, Playvox doesn’t have to tout the platform’s usefulness. Sweaty Betty is doing it for them. 

4. Base Search Marketing

We promised diverse case studies, and here is a stellar B2B case study example of a single deck case study of Shine Cosmetics by Base Search Marketing.  

Base Search Marketing is a boutique link-building and SEO agency that works with startups and mid-level businesses. 

This case study, which can be reviewed as a brochure, gives you an overview of the customer and lays out the challenges that the business is facing. 

You’ll notice how the study uses the CEO’s quote to mention a pretty universal problem that most startups face: “limited resources.”

By highlighting the results in the left tab and laying out the process on the right side, this case study does a masterful job of covering all corners and telling a desirable customer success story.

Another approachable form of case study is slide decks, which you can present in boardrooms and meetings and act as a sales pitch. 

Loganix nails it with its case study deck for rankings.io. 

If you have a complicated product or service requiring an in-depth explanation, then using this format would be a great option. 

The solution, stated in simple bullet points, drives the message home.

Fewer words. Cleaner decks.

Using this methodology lets the audience walk through the case study with visuals, bullet points, and concise text. 

6. CoSchedule

CoSchedule is a SaaS leader in the social media space, and this Outcome-led Case Study proves just why it is so good at capturing the markets.

The study kicks off with a result-forward headline, piquing the interest of readers who are interested in getting similar outcomes. 

There’s much to appreciate in this succinctly written case study, but the headlines get our attention and hold it.

With every scroll, results are presented to you in the form of graphs, quotes, and visuals. 

The study ends with a quote from the customer, which repeats the outcome stated in the headline. 

Leading remote teams is a challenge that numerous teams will face moving forward. CoSchedule makes operations easy for these teams, and it doesn’t shy away from stating just how through its case study. 

7. Wizehire

Case studies have evolved from lengthy blocks of text confined to PDFs to a new digital era emphasizing impact over verbosity.

Wizehire’s succinct case study is a prime example of this shift. It uses fewer words to create a powerful impression.

From the very first page, the case study introduces us to Kris, the customer and central figure of the story. Without the need for extensive scrolling, we quickly grasp vital details about Kris: his role, employee turnover, location, and industry. 

In the second slide, we are immediately taken to the solution that Kris got by working with Wizehire. 

The case study ends with a passionate testimonial from Kris, who deeply believes in Wizehire. 

The case study has less than 300 words, enough for local entrepreneurs like Kris Morales, who want to hire talent but don’t have the resources for proper vetting and training. Until, of course, Wizehire comes along. 

8. FreshBooks

When a reader can see themselves in a case study, it takes them one step closer to wanting to try the product.

This case study by Freshbooks uses a beautiful personal story of an emerging entrepreneur. 

Using a deeply personal story, the study appeals to people who are just starting and aren’t accountants but suddenly have to deal with employee invoices and a dozen other bills. 

The text progresses in an interview-style study, with the customer taking the mic and illustrating the challenges that startups and small businesses face. 

This style works because readers crave insights directly from customers. Getting authentic testimonials is becoming increasingly challenging. Well-crafted case studies can be valuable substitutes, provided they seem realistic and from the heart. 

Featuring quotes or testimonials from satisfied customers throughout the case study adds to its credibility and authenticity. Just like this testimonial Case Study by Slack .

Slack is a giant in the realm of digital communication, with more than 20 million active users worldwide. However, it is tough to break into the market of group communications. After all, Slack competes with both WhatsApp and Microsoft Team regarding market share. 

To level the playing field, Slack features case studies from top entrepreneurs and market players who have been served well by it. 

Its case studies are laden with personal stories about how the platform boosts productivity. 

At the same time, the software also plugs in the “try for free” banner to make sure that customers are aware of the inexpensive nature of the software.

It’s not easy to get such detailed testimonies from the C-suite, but when you’re Slack, businesses tend to make an exception. 

Some case studies are based on highly niche subjects, where nothing is at the top of the funnel. Kosli nails it with this highly technical case study of Firi.

Technical case studies are designed for niche audiences who are already aware of the problems that the software can solve. Case studies like these are clean and smart and come with solutions that have a counterpart solution. 

There is absolutely no fluff and nothing that can be a reason for C-suite executives to bounce from. 

It’s full of information-packed pages designed to hook the reader in and present the tool as a formidable solution to their problem. 

You’ll notice how they weave Kosli through the entire case study, and the first-person report comes from the customer. 

B2B Case Study Examples In Short

In the B2B SaaS industry, converting new leads and securing new business has become increasingly challenging. In this landscape, impactful content assets such as case studies and customer stories are sometimes the only things moving the needle. 

Crafting a compelling customer story empowers brands to enable potential customers to engage directly .

🚀 Customer stories evoke empathy from buyers

🤝 Customer stories help build up your relationships with vocal brand advocates

⬇️ Customer stories lower your prospects’ information cost

Once you’ve determined the most effective way to convey information that resonates with your leads, you can collaborate with your content and design teams to create impactful case studies to generate new business and prove your expertise and experience in the market. 

Zeynep Avan

Churn Analytics: 5 Tools for Churn Insights

Churn analytics is the process of collecting and analyzing data to understand why customers leave a service or stop buying products.

Churn Survey Templates (Churn Signals, Examples and Tips)

Churn survey is a series of questions sent to customers when cancelling or downgrading their subscription. Learn how to create one.

What is Good Churn Rate for SaaS: Formulas, Examples and Tips

A good churn rate for SaaS can vary a lot, but the average churn rate should be between 4% and 8% for SaaS companies aiming growth.

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The 5 secrets of haidilao’s $14 billion customer experience success.

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Haidilao’s 114B Dollar Customer Experience Success

Did you know the root of the word “restaurant” is the French verb “restaurer,” meaning “to restore.” Today going out to eat doesn’t always feel like that, but hot pot chain Haidilao set out to be different by leading with customer experience and now they are one of the top five most valuable food brands in the world, only surpassed by Starbucks, McDonalds, and KFC.

Founded in 1994 by Zhang Yong in Sichuan Province, China, Haidilao has grown into a behemoth with 118,000 employees, renowned not just for its food, but for the unforgettable dining experiences it offers. By May 2024, Haidilao's market capitalization is estimated to be approximately $14.19 billion.

Here are the five secrets to Haidilao’s customer experience success:

1. The Experience Is A Feast - For customers, the customer experience itself is a feast - totally unique from most fast food restaurants.

The waiting room includes a hand massage, shoe shine, noodle dance, and opera singer performance. If you’re alone Haidilao employees will sit a giant stuffed animal across from you to keep you company.

Once you are seated the surprises continue, with synchronized waiters bursting into choreographed dances if the customer knows the secret code and says “kemusan”.

2. A Laser Focus On Employee Experience - Store managers have an incentive to train and groom their top-performing employees to become store managers of new locations. By becoming a mentor both the new store manager and their “parent”–the name given to their mentor– take part in a profit sharing program. New store managers can then go on to groom other store managers, creating a “family” which can span multiple generations. Recently Haidilao reported over 90 families. Being the “head of a household” means you have mentorship responsibilities, and you are also responsible for the success of your location and all of the people working under the roof of your restaurant. The company boasts less than 10% attrition among frontline staff and 0% among managers. Remember, these numbers are in the restaurant industry!

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3. Creating Unique, Shareable Entertainment - The actual dining experience is entertainment itself. You might witness a traditional Chinese opera performance or see your waiter break into a dance while serving noodles.

Customers leave with stories to tell, fostering word-of-mouth promotion that is invaluable for any business. Plus, the entertainment is often so engaging and unique that diners are inspired to share their experiences on social media attracting the most valuable customers, referred customers.

4. Leveraging Technology to Enhance Service - Haidilao developed a super app that not only makes it easier to book tables and order food but also engages customers with personalized offers and interactive features.

5. Emphasizing a Customer-First Culture - While the company is employee-focused, they show you can be both employee and customer-focused at the same time. At the heart of Haidilao’s strategy is a customer-first culture. Every aspect of their service is designed to prioritize the customer’s needs and desires. This philosophy is embedded in their hiring practices, where they seek employees who are naturally inclined to care for others, and in their training programs, which empower staff to deliver exceptional service.

Whether you’re running a restaurant, a retail store, or any other type of business, these lessons from Haidilao can help you elevate your customer experience and build a stronger, more resilient brand.

Download my newest white paper, " The 10 Ways To Prove The ROI of Customer Experience ," and discover your needed data-driven customer experience strategies. Subscribe to my newsletter on substack for new exclusive content.

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Customer Service Case Studies: Real-Life Examples Of Service Scenarios.

Are you looking for real-life examples of customer service scenarios that can help you improve your own customer service skills? Look no further!

In this article, we will explore a series of case studies that highlight different aspects of effective customer service. These case studies will provide you with valuable insights into how to handle challenging situations, resolve issues, and create positive experiences for your customers.

Customer service plays a crucial role in the success of any business. It is not just about answering phone calls or responding to emails; it is about building relationships and exceeding customer expectations. By studying real-life examples, you can gain a deeper understanding of the importance of effective customer service and learn strategies to enhance your own skills.

In each case study, we will delve into different scenarios and examine how businesses successfully handled them. From resolving product quality issues to dealing with difficult customers, these case studies will showcase various approaches and solutions that you can apply in your own work.

Get ready to dive into these insightful stories that demonstrate the power of exceptional customer service!

Table of Contents

Key Takeaways

• Effective customer service is crucial for the success of a business.
• Empathy and proactive customer service are essential aspects of providing excellent customer service.
• Prompt resolution of product quality issues, with notification and compensation for affected customers, helps maintain customer satisfaction and loyalty.
• Handling difficult customers with a calm and empathetic approach, offering alternatives, and empowering them to make choices can build trust and loyalty.

The Importance of Effective Customer Service

You can’t underestimate the impact of great customer service – it’s like a warm cup of coffee on a chilly morning, instantly making you feel valued and appreciated.

In today’s competitive business landscape, providing effective customer service is more important than ever. Customers have numerous options at their fingertips, and one bad experience can send them running to your competitors. That’s why empathy plays a crucial role in customer service.

When customers feel understood and cared for, they’re more likely to become loyal advocates for your brand. Empathy is the ability to understand and share the feelings of others. In customer service, this means putting yourself in the shoes of your customers and genuinely listening to their concerns.

By showing empathy, you demonstrate that you value their emotions and are committed to finding a solution that meets their needs. This not only helps resolve issues effectively but also builds trust and strengthens the relationship with your customers.

Proactive customer service is another essential aspect of providing exceptional support. Instead of waiting for customers to come to you with problems or complaints, proactive customer service involves anticipating their needs and addressing any potential issues before they arise.

This approach shows that you’re dedicated to delivering an outstanding experience from start to finish. By taking the initiative, you can prevent problems from escalating and create positive interactions that leave a lasting impression on your customers.

The importance of effective customer service cannot be overstated. Empathy allows you to connect with your customers on a deeper level by understanding their emotions and concerns. Proactive customer service demonstrates your commitment to going above and beyond expectations by anticipating needs before they become problems.

By prioritizing these aspects in your approach to customer service, you can foster loyalty, build strong relationships with customers, and ultimately drive success for your business.

Case Study 1: Resolving a Product Quality Issue

Resolving a product quality issue can be challenging, but did you know that 86% of customers are more likely to repurchase from a company that resolves their complaint? When faced with a product quality issue, it’s important for companies to take immediate action and address the problem effectively.

One notable case study involves a product recall due to safety concerns. The company promptly notified customers about the recall through multiple channels such as email, social media, and website announcements. This proactive approach not only ensured customer safety but also demonstrated the company’s commitment to resolving the issue.

To further enhance customer satisfaction during this challenging time, the company offered compensation to affected customers. The compensation included a full refund for the recalled product as well as additional discounts on future purchases. By going above and beyond in compensating their customers, the company not only mitigated any potential negative feelings but also showed genuine concern for their customers’ wellbeing.

In addition to addressing individual complaints, the company took steps towards preventing similar issues in the future. They implemented stricter quality control measures throughout their production process and conducted thorough inspections before releasing any products into the market. This proactive approach reassured customers that their concerns were taken seriously and instilled confidence in the brand’s commitment to delivering high-quality products.

By resolving a product quality issue promptly and ensuring customer satisfaction through compensation and preventive measures, companies can not only retain existing customers but also build trust with new ones. It’s crucial for businesses to recognize that effective customer service goes beyond simply resolving complaints; it requires taking responsibility for failures, implementing meaningful solutions, and continuously improving processes to prevent similar issues from arising again in the future.

Case Study 2: Handling a Difficult Customer

Navigating through challenging interactions with clients can be a test of your company’s ability to handle difficult situations. Dealing with angry customers requires a delicate balance of empathy, patience, and problem-solving skills.

One real-life example of a company successfully managing a difficult situation involved an irate customer who had received a damaged product.

In this case, the customer contacted the company’s customer service department immediately after receiving the damaged product. The representative on the phone remained calm and empathetic throughout the conversation, acknowledging the customer’s frustration. They apologized sincerely for any inconvenience caused and assured the customer that they would resolve the issue promptly.

The representative then offered several options to address the problem, including sending a replacement or providing a refund. By presenting these alternatives, they empowered the customer to choose what solution best suited their needs. This approach helped defuse tension and created an atmosphere of collaboration rather than confrontation.

Ultimately, by effectively managing this difficult situation and prioritizing customer satisfaction, the company not only resolved the issue but also built trust and loyalty with their client base.

Case Study 3: Going Above and Beyond for a Customer

Exceeding expectations and leaving a lasting impression, one company went the extra mile to ensure a memorable experience for a dissatisfied client. The customer, let’s call her Sarah, had purchased a high-end laptop from this company but encountered numerous technical issues soon after receiving it. Frustrated with the product’s performance and the lack of support she received initially, Sarah reached out to the company’s customer service department for assistance.

To address Sarah’s concerns promptly, the customer service representative assigned to her case took immediate action. Recognizing that resolving her technical issues alone would not suffice in restoring Sarah’s trust and satisfaction, they decided to go above and beyond what was expected. The representative personally followed up with Sarah daily to provide updates on their progress in fixing her laptop. They also offered additional compensation for the inconvenience caused by sending her a complimentary accessory package.

In addition to their exceptional level of communication, this company created a personalized experience for Sarah through small gestures that left an indelible mark on her overall perception of their brand. One example was when they surprised her by upgrading her laptop’s warranty without any additional cost. This unexpected act not only demonstrated their commitment to providing quality products but also highlighted their dedication towards ensuring customer satisfaction.

By going above and beyond in addressing Sarah’s concerns and surpassing her expectations at every turn, this company exemplified outstanding customer service. Their proactive approach not only resolved technical issues efficiently but also left a lasting impression on Sarah concerning how much they valued her as a loyal customer. Through personalized attention, generous compensation, and unexpected upgrades, they not only ensured Sarah’s satisfaction but also fostered a long-term relationship based on trust and loyalty. This case study serves as a powerful reminder that going the extra mile can make all the difference in customer satisfaction and retention.

Case Study 4: Turning a Negative Review into a Positive Experience

If your business has ever received negative feedback, it’s important to know how to turn that experience into a positive one.

In this case study, we will explore how a business addressed a customer’s concerns and transformed their perception from negative to positive.

By taking the necessary steps and going above and beyond, the business not only resolved the issue but also improved their reputation in the process.

The negative feedback received by the business

Despite your best efforts, your business was bombarded with a barrage of scathing feedback that left you reeling. Customers expressed their dissatisfaction with the quality of your products and the poor customer service they received.

These negative reviews not only affected customer retention but also posed a threat to your brand reputation. The negative feedback highlighted areas where improvements were needed. It pointed out flaws in your product design, manufacturing processes, and communication channels.

While it may be disheartening to receive such criticism, it presents an opportunity for you to address these issues and enhance the overall customer experience. By acknowledging the shortcomings and taking immediate action to rectify them, you can regain customers’ trust and loyalty while rebuilding your brand’s reputation.

The steps taken to address the customer’s concerns

After receiving the negative feedback, we quickly took action to address the customer’s concerns and improve our products and services. We understand that addressing customer complaints is essential for maintaining a positive reputation and ensuring customer satisfaction.

Our first step was to reach out to the customer directly, expressing our apologies for any inconvenience caused and assuring them that their concerns were being taken seriously.

To resolve the customer’s issues, we implemented a thorough investigation into the matter. This involved examining the specific details of their complaint, evaluating our internal processes, and identifying any areas where improvements could be made. By conducting this analysis, we were able to pinpoint the root cause of the problem and develop an effective solution.

Once we identified areas for improvement, we promptly made necessary changes to prevent similar issues from occurring in the future. This included updating our training programs for staff members involved in customer service interactions and enhancing quality control measures throughout our production process. We also communicated these updates transparently with all relevant stakeholders to ensure everyone understood our commitment to resolving customer issues.

Addressing customer complaints is not just about solving individual problems; it is about continuously improving our overall products and services. By taking immediate action upon receiving negative feedback, we demonstrate our dedication to providing exceptional experiences for every customer.

We remain committed to resolving any issues promptly while striving to exceed expectations in delivering high-quality products and top-notch service.

The transformation of the customer’s perception and improved reputation

Now that the steps have been taken to address the customer’s concerns, let’s discuss the transformation of their perception and the improved reputation of your business.

By promptly addressing the customer’s issues and providing a satisfactory resolution, you’ve demonstrated your commitment to customer satisfaction. This level of responsiveness not only resolves the immediate problem but also leaves a lasting impression on the customer.

As a result, their perception of your brand is likely to improve significantly. They’ll appreciate your willingness to listen, understand, and take action to rectify any issues they may have faced. This positive experience can lead to increased brand loyalty as customers recognize that you value their feedback and are committed to delivering exceptional service.

To further enhance customer satisfaction and foster brand loyalty, consider implementing these strategies:

• Personalized follow-up: Reach out to customers after resolving their concerns with personalized messages or phone calls. This gesture shows that you genuinely care about their experience and want to ensure their ongoing satisfaction.
• Proactive communication: Keep customers informed about any changes or improvements related to the issue they encountered. Sharing updates showcases transparency and builds trust in your ability to continuously improve.
• Loyalty rewards program: Offer incentives or exclusive benefits for loyal customers who continue choosing your brand despite any initial challenges they may have faced. Rewarding their loyalty encourages repeat business and strengthens long-term relationships.

By investing in improving customer satisfaction and building brand loyalty, you can create a positive reputation for your business while fostering long-term success in an increasingly competitive market.

Frequently Asked Questions

What are the key elements of effective customer service.

Effective customer service requires several key elements.

One interesting statistic is that 86% of customers are willing to pay more for a better customer experience. This highlights the importance of providing exceptional service.

Effective communication plays a crucial role in customer service as it allows you to understand the needs and concerns of your customers, while also conveying information clearly and concisely.

Empathy and understanding are equally important, as they enable you to connect with customers on an emotional level, showing them that their satisfaction is your top priority.

By incorporating these elements into your customer service approach, you can create positive experiences that leave a lasting impression on your customers.

How can companies measure the success of their customer service efforts?

To measure the success of your customer service efforts, you can utilize various customer satisfaction metrics and conduct thorough customer feedback analysis.

Customer satisfaction metrics, such as Net Promoter Score (NPS) or Customer Effort Score (CES), provide valuable insights into how satisfied your customers are with the service they received. These metrics allow you to quantify customer sentiment and identify areas for improvement.

Additionally, analyzing customer feedback through surveys or social media monitoring enables you to understand specific pain points and address them proactively.

By consistently measuring these indicators and taking action based on the results, you can continuously enhance your customer service performance and ensure a positive experience for your customers.

What are some common challenges faced by customer service representatives?

Handling difficult customers and managing high call volumes can be incredibly challenging for customer service representatives. Dealing with irate customers can feel like trying to calm a hurricane with a feather, as their frustrations can reach astronomical levels. It requires an extraordinary level of patience and empathy to navigate through their anger and find a resolution that satisfies both parties.

Additionally, managing high call volumes can feel like juggling flaming swords while walking on a tightrope. The constant influx of calls puts immense pressure on representatives to provide quick and efficient assistance without compromising the quality of service.

However, despite these Herculean tasks, customer service representatives rise above the challenges by employing exceptional communication skills, problem-solving abilities, and an unwavering commitment to customer satisfaction.

How can companies improve their customer service skills and knowledge?

To improve their customer service skills and knowledge, companies should invest in comprehensive training programs that provide employees with the necessary tools and techniques to handle different scenarios. These programs can include modules on effective communication, problem-solving, and empathy to ensure that representatives are equipped to handle any customer interactions.

Additionally, implementing feedback systems that allow customers to provide their input and suggestions can also be beneficial. This feedback can help identify areas for improvement and enable companies to make necessary adjustments in their processes or training programs.

By prioritizing ongoing training initiatives and actively seeking customer feedback, companies can continually enhance their customer service skills and knowledge, leading to improved overall customer satisfaction levels.

What are some best practices for handling customer complaints and resolving issues?

When it comes to handling customer complaints and resolving issues, think of yourself as a skilled navigator guiding a ship through stormy waters. Customer feedback is like the wind, sometimes gentle and other times fierce, but always pushing you towards improvement.

Conflict resolution is your compass, helping you find the right path to address concerns and turn unhappy customers into satisfied ones. Actively listen to their grievances, empathize with their frustrations, and offer swift solutions that demonstrate your commitment to their satisfaction.

By taking ownership of the problem and going above and beyond to resolve it, you can transform a dissatisfied customer into a loyal advocate for your brand.

In conclusion, effective customer service is crucial for businesses to thrive in today’s competitive market. As demonstrated by the case studies discussed, handling product quality issues, difficult customers, and negative reviews with empathy and proactive solutions can turn potentially negative experiences into positive ones.

One interesting statistic that highlights the impact of great customer service is that 86% of consumers are willing to pay more for a better customer experience (Source: PwC). This statistic evokes an emotional response as it emphasizes the value customers place on exceptional service. By investing in providing top-notch customer service, businesses not only create loyal customers but also have the potential to increase their revenue.

To ensure success in customer service scenarios, it is essential for businesses to empower their employees with proper training and resources. By equipping them with problem-solving skills, effective communication techniques, and a genuine desire to help customers, companies can build strong relationships and foster trust. Additionally, embracing technology solutions such as AI-powered chatbots or self-service options can streamline processes and provide faster resolutions.

In summary, delivering exceptional customer service requires a proactive approach that focuses on resolving issues promptly while exceeding expectations. By prioritizing the needs of customers and going above and beyond to provide personalized solutions, businesses can create memorable experiences that result in increased customer satisfaction and loyalty. Remember, investing in superior customer service is not just about satisfying your current customers; it’s about attracting new ones who’re willing to pay more for an outstanding experience.

The eSoft Editorial Team, a blend of experienced professionals, leaders, and academics, specializes in soft skills, leadership, management, and personal and professional development. Committed to delivering thoroughly researched, high-quality, and reliable content, they abide by strict editorial guidelines ensuring accuracy and currency. Each article crafted is not merely informative but serves as a catalyst for growth, empowering individuals and organizations. As enablers, their trusted insights shape the leaders and organizations of tomorrow.

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6 Interesting Customer Service Case Studies to Inspire You

July 18, 2023

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An 11-year-old boy’s experience with LEGO customer service changed the company’s brand perception. It’s not only brought in more customers but also justified their lead position in the market. Here, we will discuss a few more interesting customer service case studies.

One good service can not just help one customer but also influence future customers. Reading others’ stories will help you understand ways to overcome new challenges.

I will start with some popular ones.

Popular customer experience case studies

Customer service is not just limited to providing product-related support anymore. We have passed the line way back. As the market gets more critical, everyone is running a few extra miles. Even the top companies in the field are not compromising anything. 

Let’s start with JetBlue’s customer service case study.

JetBlue sets an example of how you can use social media to provide excellent customer service. They have multiple teams at different levels that are active on Twitter. And there are many examples of it.

Here is one: Paul once tweeted that he couldn’t find Starbucks at the gate while boarding the flight. JetBlue immediately responded with an alternative, which was free for him.

Another challenge that JetBlue faced was the winter storm in early January of 2017 . They had to cancel a lot of flights at that time. And because of this, thousands of people were impacted.

The challenge here is that JetBlue cannot change the weather or ensure a safe flight during a storm. But they can provide up-to-date information.

So, they started to tweet updates about the storm and the flight schedule the whole time. As a result, even though the passengers were frustrated, they were happy with JetBlue’s service.

Zappos has a good reputation for providing the best customer support. And it has a lot of interesting customer service case studies. One particular service case created a lot of buzz in the market.

Zappos’s service agent talked with a customer for 10 hours in one call. And, surprisingly, Zappos took it in a positive way. The call wasn’t even about any service. 

This long call started with where and how that customer lives. Then, eventually, it turns into clothing and fashion-related conversation. Finally, the customer ended the call with the purchase of a pair of UGG boots.

It breaks all the records and wins a long-running battle. Which one is better, automated calls or live agents? And without a doubt, it’s the personal touch that steals the crown every time.

This customer service case study is a bit more heartwarming. 11-year-old James Groccia has Asperger’s syndrome. He was looking at an expensive LEGO set for his birthday. It’s the exclusive Emerald Night Train set.

James saved money for two years. The money came from his birthday gifts and his participation in research. But he was heartbroken when he found out that it was unavailable.

His mother looked everywhere possible. On Amazon, eBay, or any other platform, it was either out of stock or too expensive. Eventually, with the help of a social worker, James wrote to LEGO.

It was a huge surprise to James that LEGO wrote back. And not just that, they surprised him with the exclusive Emerald Night Train set just before his 11th birthday.

It wasn’t easy for LEGO as well. It was a discontinued set and a collectible. They had to track it down for him. This extra mile not only made that customer happy but also established a brand perception that cares about its customers.

WPManageNinja’s customer service case study

While we were looking for customer experience stories, we talked with our Support team head, Mr. Kamrul Islam , here at the WPManageNinja office. He shared a few interesting case studies with us.

“I made a full website using your table builder plugin.”

Our support team faces and solves a lot of interesting cases every day. So, from a lot of stories, we have chosen three interesting stories to share with you in this blog. And, we are not going to be technical here at all.

So keep reading.

Story #1: Fluent Form

Let’s start with a simple one. One of our clients creates a ticket with an issue through our Fluent Support helpdesk system . 

Ticket created from customer’s end

I am a Fluent Form user. And I want to create a booking form using your form builder.

Thanks a lot for contacting us. Let us get into it and see what we can do for you. We will get back to you ASAP.

Booking system plugins are typically used for appointment booking. However, our support team needs to find a way to use our form builder plugin to accomplish this task.

But instead of saying, “This is not possible,” to our client, they get to work. Started figuring out a workaround for this. For obvious reasons, a form builder cannot provide a booking system facility, but the team finds a way to use it as a basic date booking system.

Our support team used two date-picker blocks from our Fluent Form builder and used different blocks to pick the starting and ending dates. Our team got in touch with the customer and gave him the solution.

But the customer knocked again.

Ticket continue

I am happy with the solution, but I’m facing an issue. I picked one date from the “Start from” calendar drop-down, but I can still see the previous dates are active in the “End at” drop-down. I want it disabled.

Here is a screenshot.

We can certainly help you out with this. We will get back to you shortly with a solution. We really appreciate your patience, and thanks a lot for being with us.

As our support specialist stated, they provided a solid solution. They had to write some custom code to implement a new feature in the client’s system.

That customer not only gave us a 5-star rating for our service but also became one of our loyal customers.

Story #2: Ninja Table and Fluent Form:

Speaking of adding custom features, it’s one of the regular jobs for our support team. Support agents, from time to time, write custom codes to fulfill customer requests.

Once, we got another ticket about a dynamic integration between two of our products. And the request came in multiple layers.

Hi, I am ruining a multi-user-based site, and recently I purchased the Ninja table for my site. I bought this to list my users information in a single table. But after a few tries, I failed to do it. Can you help me?

Thanks a lot for connecting us. We can help you with your issue. We will get back to you ASAP with a solution. Thanks a lot for being with us.

Our support agent needed to create a table from the site’s SQL data that contained user information.

It was an easy fix. Ninja Table has that feature built-in. Our expert agent wrote a few lines of script to pull users’ information. It created a table from SQL data.

The tickets continue.

Now I can see all the users’ information in a single table. But now I want to display only logged-in user information in the table. The rest of the user’s information should be hidden for that user.

Sure, we can do that for you.

So, the support agent created a custom shortcode to embed the table on the display page. That custom shortcode restricted other users’ information to the logged-in user.  

But the client came to our support team again.

Hi, I’m very happy with the output. But now I need one more thing from you. I need another column in the table with a form link in it. If a customer clicks on it, it will open a new page with the form on it. And I need it to be prefilled with the information from the table. I don’t want my customer to fill out the form again.

We can certainly help you with this. Our engineers will get into it and get back to you soon with a solution.

Our support team has two challenges in solving this ticket.

• A table created using SQL data has a limitation. You cannot add a new column to the table without touching the SQL data. Altering SQL data is not a good idea at all. So, adding a new column in the table with a form link is difficult.
• Pull the data from the table to prefill a form with logged-in users data. And then make the prefilled input box uneditable.

Our team starts with the first challenge. We cannot create a new column without altering the SQL data. But then they figured out a way to replace particular data with the desired data. And in this case, the desired data is the form page link.

So, they used a column from the SQL data set that did not have important information. Using the custom scripting, they replaced the SQL-pushed data with the form page link. Part one is solved.

For the second challenge, our team used Fluent Form. They integrate the Fluent form with the Ninja table. With the help of some custom scripting, they were able to pull the data from the table into the form’s input box.

The client was really happy with the outcome. Just because of this service, the client bought all of our products. And there is no need to mention that the client became one of our advocates.

Story #3: Ninja Table

Customers can show you totally different use cases for your product. This particular story is the best example of this statement.

Hi, I am using your Ninja Table plugin on my site. I need to link a Google Sheet with the plugin. Is it possible?

Thanks a lot for connecting us. We have a built-in integration facility for Google Sheets in the table settings.

At this point, the WP Manage Ninja team sent a step-by-step video tutorial to show how to do the integration. and the client was happy with this.

But shortly after that, clients connected with our support team again with multiple queries.

I need your help to customize the table. I want to make it look different from a regular table. Specifically, I want to hide the header and border and resize the columns and rows. I also want to know if I can apply custom styling to the data from the Google Sheet and if an image inserted in the Google Sheet will appear in the table. So somehow, I don’t want it to look like a table.

Thanks again for connecting with us. All of your requests are possible. However, it would be helpful if we could have access to the site table on your site. This would allow us to provide you with a better suggestion.

The client shared a link to the site with the support team. The whole team was a bit confused.

Hi again. Thanks a lot for sharing the site link with us. But we may need a little more information about the site. And please specify where you want to put the final table. Also, can you please give us a link to the actual table?

I gave you the link to the table.

We are very sorry; you just gave us a site link. We cannot see any tables here.

That is the table.

May you please elaborate? What do you mean by that?

I made a full website using your table builder plugin.

After some inspection of the site, our agent realized our client had made a fully functional website using our table builder plugin. We were just amazed by this type of use case.

The client also linked the table with a Google Sheet, which we helped them with previously. This means that they do not need to log in to the WordPress dashboard to change any data.

The client can simply make changes to the Google Sheet from their phone, and our table plugin will automatically update the data on the site.  

This is so far one of the most unique and clever use cases we have seen for any of our products.

Takeaways customer service case studies

Up until now, we have shared six different customer service case studies. But these are not just stories. These case studies tell us what excellent service is. It teaches us how we can go the extra mile and how it can impact our customers.

Essential qualities of the best customer service reps

So, here are a few takeaways from these case studies:

• Be responsive. Respond to the customer, even if it’s a tweet. Be quick and efficient.
• Be helpful. Go above and beyond to help customers. This could mean tracking down a discontinued product, giving a refund, or even just sending a handwritten note. Personalization matters in customer relations. A good gesture could be to send customers gratitude notes that have been carefully crafted to suit their tastes. You can design cards , for instance, which gives you ample room for creativity and personal touch. Even when they don’t know it’s not required. This could mean offering advice, making recommendations, or just listening.
• Be transparent. Be honest with customers, even when it’s not good news. Customers always appreciate a direct response, even when they are angry.
• Be personal. Take the time to get to know the customer’s individual needs. This will help you provide more personalized service. Which will make them feel special.
• Be human. Don’t hold your personality back; let your human side shine through. Show that you care about the customer and their experience. This could mean using humor, being empathetic, or just being yourself. The personal level of connection is effortless. This will make your service seamless.
• Go the extra mile. Go above and beyond to help customers. This could mean tracking down a discontinued product, giving a refund, or even just sending a handwritten note. Whether you need to write custom code, provide training, or even just be a sounding board, let it be.
• Be creative. If you can’t find a solution, that’s fine. Go out of the box and come up with a new one.
• Be patient. Sometimes, it takes time to find the right solution that works. Be patient with customers and stay with them until they’re happy with it.
• Be open-minded. Customers may use your product in ways that you never intended. Be open to new ideas.
• Be impressed. Be amazed by the imagination and creativity of your clients. When you see customers using your product in a unique way, make sure to let them know how impressed you are.

Final thoughts

Being a tech support specialist or service agent is a challenging job, no doubt. A customer can come up with any type of issue. Hance, the service providers have to be sound enough to deal with any surprises.

The service-dependent industries are constantly facing a variety of cases every day. That’s why customer service case studies are a must-read for support and service providers. And, on the other hand, these stories can bring in new customers.

Start off with a powerful ticketing system that delivers smooth collaboration right out of the box.

Md. Ariful Basher

Hi, this is Abir, a product marketing strategist, passionate product designer, and WordPress core contributor. Creating interesting content and products that ensure a 360-degree customer experience is my daily job.

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What is customer experience? How to craft a CX that wins and retains clients

Customer experience (CX) examines the actions in a potential customer’s shopping journey. In this guide, we cover why it’s crucial for businesses to foster an excellent CX, how to measure it, ways to improve the customer experience and explore customer experience management. 

What is CX?

CX concerns every facet of a customer’s interactions and experiences with an organization during the client journey. This includes aspects, such as initial awareness of a product or service; touchpoints with team members; and the feelings, emotions, and perceptions a client has about a company. 

Why is customer experience important?

Consumer-facing businesses must strive to build an exceptional CX to drive sales, retain customers, and forge a positive reputation for their brand. Here are a few reasons why a top-notch CX is paramount: 

• Competition: Most organizations face fierce competition in their market. Having a strong CX makes you stand out from the crowd because customers can expect to be heard and taken care of. 
• Reputation: Customers leave reviews and talk about the experiences they have with brands. When someone Googles your company, you want them to read about positive impressions others have had with your brand so they feel comfortable trusting you to meet their needs. Plus, having a great reputation fosters word-of-mouth referrals that drive more customers to your business. 
• Customer loyalty and retention: When customers know they can expect an unparalleled experience, they are less likely to move to a competitor. This helps companies build clientele and grow revenue while reducing churn rates .

Insights from Pam Dodrill, Chief Customer Officer at Reputation

“Customer experience is the most important opportunity for business growth and brands must prioritize it to remain competitive. Consumers lead their buying experiences and no longer trust a sales pitch or a traditional brand message. They conduct research via reviews and social media, expecting a seamless experience. If they aren’t happy with their experience, they’re not afraid of telling the world. Delivering a strong customer experience is your best chance at gaining both repeat and new business.”

How to measure customer experience

Teams must measure their customer experience with various methods to ensure it is steadily improving and meeting customer’s needs and expectations. Here are some of the top ways to measure CX: 

• Net Promoter Score (NPS): This is a survey companies use to analyze customer loyalty using a scale of 1-10 that measures the likelihood a client will recommend the business to others. A higher NPS score indicates a better CX. 
• Customer churn rate: This measures the percentage of customers who stop using your products or services during a set period. Companies seeing an increasing churn rate should examine strategies for improving their CX. 
• Mapping customer journeys: Analyzing the touchpoints in the customer journey, or sales pipeline , allows teams to visualize particular pain points and work on methods to streamline parts of the buying process. For example, if leads get stuck for weeks in the negotiation phase of the purchasing process, it could be that sales representatives don’t answer questions about pricing during this period and hot leads become cool. 
• Customer satisfaction surveys (CSATs): CSAT surveys measure CX by asking customers to rate their level of satisfaction on a scale of 1-5. Often, they are administered after a purchase or after solving a customer service inquiry.

Many customer relationship management (CRM) systems offer integrations that track CSAT and NPS scores automatically, putting some CX and customer retention measurements on autopilot.

How to improve customer experience

Consider the following tips to foster an exceptional customer experience that helps brands stand out from competitors: 

• Leverage omnichannel support tools: Make it simple for clients to reach out however they prefer. Be accessible via email, live chat, chatbots, phone, and social media. Teams often use customer service tools that streamline communications in one platform to ensure customer inquiries don’t fall through the cracks. 
• Invest in employee training: Businesses must make a customer-focused culture part of their mission and train employees to put the customer first by solving client issues proactively and promptly, answering customer queries efficiently, and relying on data. 
• Be receptive to customer feedback: Companies that listen when customers express problems and aim to solve them are the ones that level up their business. Teams can analyze customer feedback with tools like social listening tools and surveys. 

Insights from Robert Blake, vice president of Digital Marketing at Arkansas Federal Credit Union

“Website chatbots can improve your customer experience whenever customers need help. The key is having relative content, help, and support pages to build the chatbot’s knowledge base. If your customers still want human interaction, a chatbot can easily pass them off to a representative.”

What is customer experience management (CXM)?

CXM involves the tools and strategies teams use to measure and improve the experiences customers have with their business. The main objective of a CXM strategy is to foster customer satisfaction and retention while building brand loyalty, leading to an overall increase in customer lifetime value (CLV) . 

CXM vs. CRM: What’s the Difference?

CXM is heavily focused on what the company looks like in the view of the customer themselves, including their feelings, emotions, and behaviors. CRM involves how the customer appears in the company’s eyes and is often measured with a CRM system that tracks customer engagements and purchase history. 

CXM strategies utilize Voice of the Customer (VoC) programs and tools that measure customer sentiments. Typically, CRM programs involve adopting software focused on outreach and sales that drive revenue. 

The takeaway  

Customer experience involves analyzing every interaction a customer has with an organization. That information is then used to create an unbeatable CXM strategy that meets customer’s needs, solves pain points, and fosters an environment where the customer is always put first. It’s crucial for companies to measure customer satisfaction and retention consistently, listen to customer feedback, and implement ongoing improvement strategies to delight customers, earn referrals, and drive revenue. 

EDITORIAL DISCLOSURE : The advice, opinions, or rankings contained in this article are solely those of the Fortune Recommends ™ editorial team. This content has not been reviewed or endorsed by any of our affiliate partners or other third parties.

Get beyond the wheel in Automotive

The traditional automotive industry has reached a crossroads. We are now operating in a mobility ecosystem, shifting into the next iteration of automotive. To move forward, it’s time to embrace the ecosystem, collaborate beyond industry lines, and find new ways of innovating and partnering for success.

Automotive now

of automotive leaders believe digital services will be key differentiators by 2040

in potential revenue from digitally-enabled services—comprising 40% of total auto industry revenue

of all new cars sold in Europe in 2030 will be electric vehicles

How to reinvent automotive

Create digitally connected experiences with customers at the core.

Build vehicles with a connected services platform for an immersive user experience

Create the circular car by embedding sustainability across the production line

Reinvent the automotive customer experience

Today’s automotive customers want consistent, connected experiences. Achieve this by leading with service and creating engaging and meaningful omnichannel experience.

New revenue sources

Build customer loyalty to drive product and service repurchase — generating new revenue opportunities.

Customer focus

Improve your marketing, commerce and service effectiveness by integrating consistent, customer-centric experiences across the value chain.

Faster transformation

Speed transition of your mobility tech ecosystem — and minimize your risk — by using our accelerators and transformation capabilities.

Automation solutions

Use global automation to reduce your back-office operations — and quickly improve your return on investment and profit.

A reimagined business

Reinvent customer engagement across marketing operations, sales and customer service to drive growth and new customer-centric experiences.

Vehicles aren’t just hardware anymore. They’re connected platforms.

Today’s automotive revenues increasingly reflect a digital business model, in which the vehicle acts like a connected platform.

$3.5 trillion

New revenue opportunities.

Generate new revenue by developing new platforms and services — including safety, comfort, operational and entertainment features.

Delighted customers

Stay ahead of evolving customer expectations by seamless integration of the vehicle ecosystem.

Streamlined engineering

Streamline your software development process with our systems engineering expertise, test factories, device farms and automation solutions.

Faster time to market

Speed up your R&D with our tech stack and open-source solutions. Build your team with our tech experts and global delivery centers.

Agile organization

Break down organizational silos to focus on customers and product ownership. Use tools such as SAFe/DevOps to accelerate your transformation.

Drive value and impact by combining digital and sustainability

Sustainability targets in the automotive industry have sparked a technology revolution in electric vehicles and energy transition.

Sustainable mobility

New industry solutions — like enhanced fleet electrification and seamless charging — will help balance the needs for mobility and sustainability.

Growth, sustainability and recovery

The e-mobility revolution can greatly reduce resource consumption, while speeding growth.

Segments we support

Delight passengers with intelligent solutions for more business value.

Transform tolling operations through a reimagined mobility experience.

What’s trending in automotive

Automotive’s strategic plan to tackle a new world.

Accenture pioneers the use of advanced GenAI and real-time graphics capabilities with Defender to elevate the modern luxury client experience, using NVIDIA’s Omniverse platform and NVIDIA Edify-powered models.

A new report from Accenture helps automakers address the key challenges to successfully monetizing digital services in the automotive industry.

Accenture identified 4 approaches to help OEMs transition to software defined vehicle experiences & compete effectively in the automotive industry.

Leveraging technology to drive new luxury experiences

How Volkswagen is driving clarity and confidence in their sustainability strategy.

Accenture details how original equipment manufacturers (OEMs) can reinvent automotive customer CX & improve automotive customer journeys.

Five imperatives the C-suite must address to reinvent in the age of generative AI.

Partners in change

Leverage the experience of AWS and Accenture with proven technology offerings and industry-ready solutions.

Unleash empowering human-centric design and Google’s innovative tech.

The largest global Microsoft practice. Eighteen-time Microsoft Global Alliance SI Partner of the Year. Powered by Avanade. Runs on Microsoft.

Reimagining human experiences that reignite growth and accelerate the path to value.

Helping you unlock the value of your SAP application portfolio with the power of intelligence, innovation and industry.

Awards and recognition

Microsoft 2023 global automotive, mobility and transportation partner of the year.

Accenture, in partnership with Avanade, has been named 2023 Microsoft Global SI Partner of The Year. Through our extensive experience, Accenture has established an unmatched track record of success in implementing Microsoft solutions across various industries and geographies.

Our leaders

Juergen Reers

Senior Managing Director – Global Industry Sector Lead, Automotive

Marcello Tamietti

Managing Director – EMEAan Automotive Lead

Anant Kamat

Managing Director – US

Markus Muessig

Managing Director – Growth Markets Automotive Lead

Andrea Cardoso

Managing Director – Latin America Automotive Lead

Grow your careers at the heart of change

•  Culture

4 Team Building Experiences to Create a Harmonizing Team

Team building experience helps organizations create a positive company culture, align employees with shared values, and improve communication among employees.

Table of Contents

A report suggests that the number of companies investing in virtual team building has risen by 2,500, and why wouldn't it? A Gallup study has reported that an engaged team can show immense productivity and record a 23% in profitability showcasing the need to invest in generating team building experience. Take the Bills and Gates Melinda Organization for example. 

They aim to enhance the well-being of billions of people globally and they achieve this by supporting initiatives in healthcare, education, and poverty reduction.  

So, as a philanthropic organization, the Bill & Melinda Gates Foundation has a long history of charitable and philanthropic work. Therefore, to come up with a unique team building experience that resonates with the employees in a meaningful way, they collaborated with Outback. 

They quickly came up with an activity called 'the Bookworm Builders' for this event. There were small teams of two or three, and the group members collaboratively constructed bookshelves for underprivileged children. Each team designed and built a unique shelf, which was then donated by the organization to Treehouse, a local non-profit dedicated to supporting the education of foster youth.  

This initiative provided a valuable opportunity for each team to work together, express their creativity, and contribute to the educational development of local children in a meaningful way. This small event helped them collaborate, communicate, and be understanding of each other. 

With the Gallup research showing that “concentrating on employee engagement can help companies withstand, and possibly even thrive, in tough economic times,” it is important to create an engaging team-building experience. This article will explain different types of team building experiences, how to create a good one, and more for your better understanding.  

What is a team building experience? 

A team building experience is a planned activity or program that helps a group of colleagues work together more effectively. These activities can involve games, challenges, or discussions designed to improve communication, trust, and problem-solving skills among team members. 

Team building experiences play a valuable role in shaping a positive corporate culture. When elicited rightly, these activities provide opportunities for employees to, 

• Collaborate outside the pressures of everyday work. 
• Fosters better communication, trust, and understanding among colleagues.  
• Improve their problem-solving skills and develop a stronger sense of camaraderie.  

Ultimately, these positive team dynamics contribute to a more productive and enjoyable work environment for everyone. 

What are the different types of team-building experiences? 

Team-building experiences can take a variety of formats to enhance collaboration and communication within a group. These include: 

• Outdoor activities : Engaging in physical activities outside the workplace fosters teamwork in a new environment. 
• Indoor challenges : Problem-solving exercises conducted indoors can encourage creative thinking and communication within a team. 
• Workshops and seminars: Educational sessions focused on teamwork and communication skills can provide valuable knowledge and tools. 
• Volunteering and community service: Working together for a charitable cause can build camaraderie and social responsibility within a team. 
• Team Retreats: Spending dedicated time away from the usual work environment allows teams to focus on collaboration and team development. 

How to create a team-building experience? 

Effective teamwork is essential for any organization's success. Following is how you can create a successful team-building experience: 

1. Identify your objectives 

Begin by defining the desired outcome of the team-building activity. Are you aiming to improve communication? Strengthen problem-solving skills? Or perhaps boost overall team morale? A clearly defined objective will guide your selection of activities and ensure the experience is focused and productive. 

2. Know your team 

Consider the size, personalities, and interests of your team members. This will help you choose an activity that is both engaging and accessible to everyone.  For instance, an introverted team might benefit more from a collaborative problem-solving challenge, while an extroverted group might enjoy a high-energy activity that encourages active participation. 

3. Plan the timeline 

Determine the timeframe for the team-building experience. Will it be a short activity integrated into a regular meeting, a dedicated half-day event to allow for in-depth exploration or a multi-day retreat for a more immersive experience? The ideal timeframe depends on your goals and your team's availability. 

4. Select the best activity 

Choose an activity that aligns with your goals and is suitable for your team. There are numerous options available, from creative brainstorming sessions to strategic escape rooms or collaborative games. Consider activities that encourage interaction and communication, while also providing opportunities for team members to discover and utilize each other's strengths. 

5. Align with team values 

Ensure the chosen activity reflects the team's core values and fosters a sense of shared purpose.  For example, if your team prioritizes innovation, consider a design thinking challenge.  A team focused on client satisfaction might benefit from a role-playing exercise that simulates client interactions. Aligning the activity with team values reinforces these values and strengthens the team's identity. 

6. Promote inclusivity 

Make sure everyone feels comfortable participating, regardless of background or skill level. Offer options for different abilities and encourage open communication. This might involve providing clear instructions, breaking down complex tasks into smaller steps, or offering alternative ways to contribute. An inclusive environment ensures everyone feels valued and fosters a stronger sense of team spirit. 

7. Reflection is key 

After the activity, hold a discussion to reflect on the experience.  What were the key takeaways? How can these learnings be applied to future teamwork?  Encourage honest feedback and open discussion to solidify the learnings and translate them into actionable steps for improved collaboration within the team. By reflecting on the experience, you can ensure that the team-building activity has a lasting positive impact. 

What are a few team-building experience ideas? 

Some effective team-building experience ideas include: 

1. Volunteer activity: Organize an opportunity for team members to work together for a social cause. This will build camaraderie and a sense of shared purpose. 

2. Collaborative scavenger hunt: Plan a scavenger hunt that requires teamwork and problem-solving skills. This will encourage communication and collaboration among team members. 

3. Professional development workshops: Host workshops or seminars on skill development, industry trends, or leadership. These sessions will allow team members to learn from each other and build relationships. 

4. Group sporting event : Organize a sporting event or activity for the team, such as a tournament or a casual game. This can help to break the ice and promote bonding among team members. 

Case studies

Following are the two case studies to showcase the significance of generating team building experience. 

1. Amazon organize a thrilling scavenger hunt for 30 employees in Milan for enhanced employee engagement 

Amazon needs no introduction, and its approach to establishing employee engagement has always remained unique. Amazon recently was planning a conference in Milan and desired a "fun Scavenger Hunt" for their 30 employees.  

Since these employees didn't frequently work together, the goal was to create a team-building activity that would encourage exploration of the new city. Meanwhile, they wanted to foster camaraderie and connections within the group. Considering budget constraints for the conference's social events, a cost-effective solution was also a key factor. So, they collaborated with Wildgoose. 

Wildgoose proposed a perfect team-building activity for Amazon in Milan. They designed a Self-Managed Milan City Explorer Challenge; a high-tech scavenger hunts accessible through a mobile app on attendees' smartphones. 

The content creators at Wildgoose crafted unique challenges around Milan's history, culture, and landmarks. Teams navigated the city centre using the app, encountering trivia questions, photo opportunities, and interactions with locals.  

This activity fostered team bonding while allowing participants to experience the beauty of Milan. The teams used the app to form groups, download the software, and access the challenges. A live map guided them throughout the city.  An event manager monitored the activity online, scoring photos and videos, and keeping teams engaged. 

Nearing the end, the manager prompted teams to return to a designated finish point. A countdown timer added excitement as teams raced to complete final challenges.  Afterward, the client received links to a photo/video presentation and final scores to celebrate the winning team.

Clients thoroughly enjoyed exploring the city through our engaging and interactive team challenge. The user-friendly app, accessible on personal devices, allowed Wildgoose to offer a flexible and cost-effective solution that maintained high attendee participation.  Furthermore, the remote support team ensured the client's confidence and provided the necessary guidance for a smooth, self-managed experience.

2. Deloitte holds exceptional team building experience to encourage a shared sense of community 

Deloitte , a multinational professional services network wanted to hold a thrilling event. They aimed to create a fun and engaging experience for all 140 employees, including a significant number of recent additions to their team.  The ideal event would encourage participation from everyone and provide a refreshing change of scenery by taking place outside of the office environment.

Deloitte sought The Big Smoke's assistance in planning a celebratory event for their summer party. The scavenger hunt proved to be the ideal solution for Deloitte's summer celebration. The Big Smoke designed a personalized hunt featuring challenging cryptic clues, puzzles tailored to their company, and activities that resulted in humorous video footage. This experience served as the perfect way to initiate their summer festivities. 

This event provided a fun and engaging experience that fostered creativity and teamwork. More importantly, it allowed colleagues who may not have had prior opportunities for social interaction, gel properly with each other. It successfully removed participants from their usual work environment and encouraged collaboration, laughter, and a shared sense of enjoyment. 

Conclusion 

Team building experiences significantly contribute to employee engagement as it helps foster a sense of friendship, trust, and collaboration among coworkers. These activities help employees develop stronger relationships, which in turn leads to improved communication, problem-solving, and overall job satisfaction. However, to maximize the experience, try implementing Empuls . It helps organizations create a positive company culture, align employees with shared values, and drive multiple people initiatives from a single platform by: 

• Running employee engagement surveys . Analyze engagement metrics and identify areas for improvement after each team-building experience.  
• Running employee satisfaction and loyalty survey, namely the Pulse survey , by analyzing employee behavior and providing real-time actionable insights to improve company culture. 
• Allowing for open communication and collaboration through one-on-one feedback and peer recognition.  

Enable continuous feedback and improvement throughout the employee lifecycle through real-time surveys, allow peer-to-peer recognition, and drive multiple people initiatives from Empuls. 

Employee Reward Program: 5 Unique Ideas with Examples to Breed Engagement & Satisfaction

14 team building ideas in a budget to strengthen team unity, learn to build and sustain a culture that connects, engages, and motivates your people..

-->Nagma Nasim -->

Nagma is a content writer who creates informative articles, blogs & other engaging content. In her free time, you can find her immersed in academic papers, novels, or movie marathons.

Make culture your biggest competitive advantage!

Cultivate your company culture through continuous feedback, connection, and motivation.

Let's begin this new year with an engaged workforce!

Empuls is the employee engagement platform for small and mid-sized businesses to help engage employees and improve company culture.

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