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| customer service case studies: Case Studies in Customer Service Gerard Assey, 2024-08-19 Case Studies in Customer Service offers a deep dive into real-world scenarios across diverse industries, providing invaluable insights for service professionals, managers, and trainers. This practical guide is designed to enhance your customer service skills through detailed case studies in B2B, B2C, and Retail Sectors. Each case presents a challenging customer service issue, stimulating discussion questions, and thought-provoking exercises to develop actionable strategies. Discover how to tackle complex problems, improve customer satisfaction, and foster a customer-centric culture within your organization. Whether you are looking to train your team, enhance your own skills, or gain a competitive edge, this book is an essential resource for achieving excellence in customer service. Uncover the secrets to delivering exceptional service that drives loyalty and business success. Case Studies in Customer Service is your roadmap to mastering the art of outstanding customer care. |
| customer service case studies: Case Studies in Customer Service Gerard Assey, 2024-08-19 Case Studies in Customer Service offers a deep dive into real-world scenarios across diverse industries, providing invaluable insights for service professionals, managers, and trainers. This practical guide is designed to enhance your customer service skills through detailed case studies in B2B, B2C, and Retail Sectors. Each case presents a challenging customer service issue, stimulating discussion questions, and thought-provoking exercises to develop actionable strategies. Discover how to tackle complex problems, improve customer satisfaction, and foster a customer-centric culture within your organization. Whether you are looking to train your team, enhance your own skills, or gain a competitive edge, this book is an essential resource for achieving excellence in customer service. Uncover the secrets to delivering exceptional service that drives loyalty and business success. Case Studies in Customer Service is your roadmap to mastering the art of outstanding customer care. |
| customer service case studies: 50 Case Studies for Management and Supervisory Training Alan Clardy, 1994 Managers and supervisors will sharpen their analytical and decision-making skills with this new collection of fully reproducible case studies. Based on actual, real-life situations, these exercises prepare supervisors and team leaders for the challenging problems they face in today's complex workplace. Each case study includes: Summary of the case Discussion questions that evoke thought and analysis Suggested solutions to the problems presented. |
| customer service case studies: Strategic Customer Service John A. GOODMAN, 2009-05-13 The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line. |
| customer service case studies: Customer Service Best Practices Ron Zemke, 1998 |
| customer service case studies: Uncommon Service Frances X. Frei, Frances Frei, Anne Morriss, 2012 Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems. |
| customer service case studies: Experiential Marketing Wided Batat, 2020-12-27 Experiential marketing has become an indispensable tool for all types of businesses across multiple sectors. This book provides an all-encompassing, practical, and conceptual map of contemporary experiential case studies, which together offer insights into this exciting approach to customer experience. Experiential Marketing incorporates 36 international case studies from 12 key sectors, from technology, consumer goods, and B2B to luxury, events, and tourism sectors. With a selection of case studies from leading brands, such as Coca-Cola, Nutella, Chanel, NASA, The New York Times, Pfizer, and Amtrak, the reader will learn and practice the experiential marketing tools and strategies through these examples. Expert testimonials, practical applied exercises, and the author’s online videos provide both theoretical foundations and concrete application. This is a must-read for advanced undergraduate and postgraduate Marketing and Customer Experience students and an excellent teaching resource. It should also be of great use to practitioners – particularly those studying for professional qualifications – who are interested in learning experiential marketing strategies and developing knowledge about the way big brands in different sectors are designing the customer experience online and offline. Online material includes lecture slides, a test bank of questions, an instructor’s manual, and explanatory videos. |
| customer service case studies: Remarkable Customer Service ... and Disservice Rebecca L Morgan, 2018-04-06 Can Your Team Improve Your Customer's Delight? We like to think our staff are just as good when we aren't around as when we are. But not all of them are. Some are doing downright stupid things to your customers. And driving them away. How do you know what they're doing? You can't always know. But you can regularly reinforce what you want them to do. Not by lecturing at them, nagging and scolding. But by presenting scenarios and discussing them, either as a group or individually. Remarkable Customer Service ... and Disservice is designed to be a tool for growth -- for you, individual staff members, and your whole team. You can use this book for: * Improving your team's behaviors: Discuss specific case studies in a staff meeting. Solicit ideas on how your organization and/or each team member can utilize the lessons. Ask staff to make a commitment to improve one behavior as a result of the case study. * Enhancing individual team member's skills: Meet to discuss specific case studies that parallel the person's challenges. It's often easier to spot when someone else is performing below par, but not recognize it in themselves. * Refining your management practices: Decide how you can integrate each case study's lessons into your organization's processes. |
| customer service case studies: Lean Six Sigma in Service Sandra L. Furterer, 2016-04-19 In real life, data is messy and doesn't always fit into normal statistical distributions. This is especially true in service industries where the variables are, well, variable and directly related to and measured by the constantly changing needs of customers. As the breadth and depth of tools available has increased across the integrated Lean Six S |
| customer service case studies: Case Studies on Food Experiences in Marketing, Retail, and Events Susanne Doppler, Adrienne Steffen, 2020-08-21 Case Studies on Food Experiences in Marketing, Retail, and Events explores approaches for creating ideal food shopping and consumption experiences, and the challenges food customers face today. With a basis in literature review and theoretical background, the book illustrates specific case studies on food shopping experiences, food consumption experience in restaurants, and food experience and events, as well as insights on the methodological tools adopted throughout. Topics include food and food service design, the creation of customer loyalty through experiences, communication strategies like food promotion and event management, and defining product positioning in a competitive environment. This book is an excellent resource for industry professionals in the food and beverage sectors, including those who work in marketing, communication, hospitality, and management, as well as students studying business management, tourism management, event management, applied marketing, and consumer behavior. - Presents the challenges customers face in their away-from-home food shopping - Explains how customer food experiences can be created - Contains best practice examples of how food companies achieve a competitive advantage by creating memorable customer experiences |
| customer service case studies: Loyalty-Based Management Reichheld Frederick F., 1993 |
| customer service case studies: Classic Case Studies in Psychology Geoff Rolls, 2013-07-24 Have you heard about the man who lived with a hole in his head? Or the boy raised by his parents as a girl? From the woman with multiple personalities, to the man with no brain, this collection of case studies provides a compelling insight into the human mind. This is a fascinating collection of human stories. Some are well-known case studies that have informed clinical practice, others are relatively unknown. For this edition, Rolls has added recent research findings on each case study plus four brand new cases: the story of Washoe, the ape who could communicate; the much debated case of Holly Ramona and repressed memory; and Kim Peek, the real 'Rainman'. Classic Case Studies in Psychology is for everyone who has ever wondered about the stranger side of life. No prior knowledge of psychology is required, just an open mind. For those who wish to use this book as part of their studies, or who are just keen to learn more, fun multiple choice questions, fascinating further reading, helpful web links, and self-assessment questions are all available free on our website, www.routledge.com/cw/rolls. Prepare to be amazed ... |
| customer service case studies: The V-Model of Service Quality Grafton Whyte, 2018-10-18 The V-Model of Service Quality offers a powerful tool for measuring service quality. This book grounds the theoretical interventions in data drawn from case studies in the Sub-Saharan African context to make the models applicable to both researchers and working managers. |
| customer service case studies: If It Wasn't for the Customers I'd Really Like This Job Robert Bacal, 2011-02-28 Bacal provides a practical guide to dealing with nasty, hostile, angry, and even abusive customers. He gives you the skills and confidence to deal with the most troublesome of customers. |
| customer service case studies: When America Does it Right Jay W. Spechler, 1988 Drawing from his experiences with American Express and contacts through the Institute of Industrial Engineers, the author intends to assist executives who wish to improve their company's service quality, the book's core is a collection of case studies from 56 leading US companies, grouped into 27 industrial categories. |
| customer service case studies: Case Studies in Social Work Practice Craig W. LeCroy, 2014-01-14 A practical approach to understanding social work concepts in action that integrates theory and practice In this updated edition of the classic social work text, students and instructors have access to real-world demonstrations of how social work theories and concepts can be applied in practice. The case studies in this book bridge the gap between the classroom and the field by allowing students to discover the when, why, and how of social work principles. Brief but comprehensive topic overviews are brought to life by case studies that apply general theories to the work of social work. Each of the book's nine sections cover an essential area of social work, encompassing the micro, mezzo, and macro levels Highly readable explanations are followed by 3-5 case studies relating theory to the living practice of real social workers Topics include Generalist Practice; Family Therapy, Treatment of Adults; and Diversity Approaching each topic from a variety of different theoretical bases, this essential text allow students to learn by concrete example, experiencing social work concepts as they are applied in the profession today. |
| customer service case studies: Case Studies for Student Development Theory Jason C. Garvey, Jessica C. Harris, Darris R. Means, Rosemary J. Perez, Christa J. Porter, 2019-06-17 This much-needed case study book provides higher education and student affairs graduate students, practitioners, and faculty with the tools to enhance their learning of student development theory and to apply this learning to practice. Each chapter offers a summary of theory – covering traditional and newer student development models – in addition to multiple case studies that help readers focus on practice that fosters social justice and inclusion. The case studies for each chapter represent a range of institutional types and diverse student populations, offering an opportunity to explore the intersections of various developmental processes and to foster social justice and inclusion in higher education contexts. Guiding questions at the end of each case study offer opportunities for further discussion and critical reflection. An essential text for every student development course, Case Studies for Student Development Theory enhances student learning and development in higher education while also addressing how students’ social identities intersect with college campus environments. |
| customer service case studies: Cases on Consumer-Centric Marketing Management Jham, Vimi, 2013-07-31 As marketing strategies remain an essential tool in the success of an organization or business, the study of consumer-centered behavior is valuable in the improvement of these strategies. Cases on Consumer-Centric Marketing Management presents a collection of case studies highlighting the importance of customer loyalty, customer satisfaction, and consumer behavior for marketing strategies. This comprehensive collection provides fundamental research for professionals and researchers in the fields of customer relations, marketing communication, consumer research, and marketing analytics for insights into practical aspects of marketing in any organization. |
| customer service case studies: Case Studies in Global Health Ruth Levine, What Works Working Group, 2007 One of the greatest human accomplishments has been the spectacular improvement in health since 1950, particularly in developing countries. With death rates falling steadily, more progress was made in the health of populations in the past half-century than in many earlier millennia. A careful look at that success can yield important lessons about how to tackle the challenges of HIV/AIDS, child health, and global health inequities in the future. This series of twenty case studies illustrates real-life proven, large-scale success stories in global public health. Drawing from a rich evidence base, the accessible case write-ups highlight experiences in scale-up of health technologies, strengthening of health systems, and the use of health education and policy change to achieve impressive reductions in disease and disability, even in the poorest countries. An overview chapter draws attention to factors that contributed to the successes. Discussion questions help to bring out the main points and provide a point of departure for independent student research. |
| customer service case studies: Think Like a Rock Star: How to Create Social Media and Marketing Strategies that Turn Customers into Fans, with a foreword by Kathy Sierra Mack Collier, 2013-04-19 What's better than getting new customers? Turning existing ones into FANS. Everything marketers need to know to find, engage, and leverage the power of brand evangelists Think Like a Rock Star provides step-by-step instructions that show marketing professionals how to connect with customers both online and offline to create a truly fan-centric brand. Using case studies of how rock stars like Lady Gaga, Taylor Swift, Katy Perry, and Blink-182 cultivate fans, it teaches readers how to apply those lessons to create brand advocates who will grow profits, improve business frameworks, and contribute more than ever to the success of the brand. It also identifies successful and easily replicable marketing strategies of top brands such as Dell, Ford, Patagonia, and YouTube. Think Like a Rock Star is an indispensable tool for any marketing professional. Foreword by Kathy Sierra, cocreator of the Head First book series Mack Collier is a social media strategist, trainer, and speaker who specializes in helping companies better connect with their customers via social media. His clients include businesses of all sizes, from sole proprietorships to Fortune 500 companies. |
| customer service case studies: Remarkable Customer Service ... and Disservice: Case Studies and Discussions to Increase Your Customers' Delight Rebecca L. Morgan, 2009-04-01 Can Your Team Improve Your Customer's Delight? We like to think our staff are just as good when we aren't around as when we are. But not all of them are. Some are doing downright stupid things to your customers. And driving them away. How do you know what they're doing? You can't always know. But you can regularly reinforce what you want them to do. Not by lecturing at them, nagging and scolding. But by presenting scenarios and discussing them, either as a group or individually. Remarkable Customer Service ... and Disservice is designed to be a tool for growth -- for you, individual staff members, and your whole team. |
| customer service case studies: Qualitative Research Through Case Studies Max Travers, 2001-07-23 Qualitative Research Through Case Studies provides an accessible introduction to a wide range of approaches that deal with the theoretical analysis of qualitative data. |
| customer service case studies: The Ultimate Online Customer Service Guide Marsha Collier, 2010-12-15 Make your online customers happy—and create new ones—with this winning guide Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They follow back. They handle complaints immediately. They wish customers happy birthday. They grow their brands by involving themselves in communities. The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of case studies, a primer on classic online customer service, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers. Authentically use social media to connect with customers to boost your bottom line Attract new customers through your online presence Achieve higher GMS (Gross Merchandise Sales) with quality customer service Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with The Ultimate Online Customer Service Guide. |
| customer service case studies: Tall, Tatted, and Tempting Tammy Falkner, 2014-06-30 ***This New Adult book is intended for audiences over the age of 18 due to adult language, sexual content and adult situations*** Kit Logan wants to know my name, but I can't tell him. I can't tell him anything. There are too many people looking for me. He's pretty persuasive, though, and he convinces me to go home with him so he can keep me safe from this harsh city where I find myself. It's not my home. It's his. He belongs. I don't. Logan lives with four brothers in the inner city. Yet I've never felt more safe than I do when I'm with him. I want him. But he won't let me have a darn thing, aside from his friendship, unless I'm willing to tell him my secrets. But they're mine, and I can't share them. Not unless I want them to come and get me. Logan She catches my eye because she's so beautiful she takes my breath. But that's not all that I love about her. I love the way she smells. The way she smiles. The way she plays the guitar is unlike anything I have ever seen. She sleeps in my bed every night, and drives me crazy with her touch. But I can't take what she offers because I need all of her. I need for her to tell me her secrets. I need for her to trust me. From the back of the book: She’s locked up tight. But he might be the key. Logan Reed is tall, tatted and tempting. Kit’s a woman with a mean right hook and a secret. Kit wants a tattoo, but Logan sees more than she intends to share in the drawing of the tat she wants. He sees her in ways no one ever has. Logan’s not disabled; but he hasn’t spoken in eight years. He hasn’t needed to. Until he meets Kit. Logan doesn’t know everything about Kit. Kit doesn’t know anything about herself, until she has to sacrifice all she ever wanted to save what’s most important to him. |
| customer service case studies: Defusing Hostile Customers Workbook Robert Bacal, 1998 |
| customer service case studies: The Case Study Companion Scott Andrews, 2021-05-25 The Case Study method of teaching and learning, adopted by business schools and management centres globally, provides an important function in management education, but employing it effectively can often be a challenge. This book provides practical insights, tools and approaches for both case teaching and writing, drawing on perspectives from expert practitioners around the world. This book aims to critically examine different approaches to using case studies in group-based, participant-centred learning environments, exploring good practices for case teaching and learning. It provides guidance for case writers on various approaches to structuring case data, presentational formats, and the use of technology in the construction of different types of cases. It also demonstrates the use of the case method as a tool for assessment, supporting students’ own development of cases to showcase good practice in organisations. The final section of this book showcases some of the resources available, providing links and reviews of additional material that can support future case teaching and writing practice, including publication. The Case Study Companion is designed for lecturers using cases within their teaching across all management disciplines, as well as those training for Professional Development and Management Education qualifications. It will also be useful for postgraduate, MBA and Executive Education students wanting to make the most of case studies in their learning and assessments. |
| customer service case studies: Writing Without Bullshit Josh Bernoff, 2016-09-13 Joining the ranks of classics like The Elements of Style and On Writing Well, Writing Without Bullshit helps professionals get to the point to get ahead. It’s time for Writing Without Bullshit. Writing Without Bullshit is the first comprehensive guide to writing for today’s world: a noisy environment where everyone reads what you write on a screen. The average news story now gets only 36 seconds of attention. Unless you change how you write, your emails, reports, and Web copy don’t stand a chance. In this practical and witty book, you’ll learn to front-load your writing with pithy titles, subject lines, and opening sentences. You’ll acquire the courage and skill to purge weak and meaningless jargon, wimpy passive voice, and cowardly weasel words. And you’ll get used to writing directly to the reader to make every word count. At the center of it all is the Iron Imperative: treat the reader’s time as more valuable than your own. Embrace that, and your customers, your boss, and your colleagues will recognize the power and boldness of your thinking. Transcend the fear that makes your writing weak. Plan and execute writing projects with confidence. Manage edits and reviews flawlessly. And master every modern format from emails and social media to reports and press releases. Stop writing to fit in. Start writing to stand out. Boost your career by writing without bullshit. |
| customer service case studies: 101 Primary Care Case Studies Sampath Wijesinghe, DHSc, MS, MPAS, PA-C, AAHIVS, 2020-12-15 Real-life primary care case studies* from more than 50 primary care providers, including physician assistants, nurse practitioners, and physicians! 101 Primary Care Case Studies offers real-life patient scenarios and critical thinking exercises to help you work through a patient’s chief complaint. Through narrative case studies, you will determine how best to diagnose, treat, and manage your patient based on the history of present illness, review of systems, relevant history, and physical examination findings. This workbook will ask probing questions to help you determine differential and most likely diagnoses, diagnostic tests to order, and appropriate patient management strategies using relevant and timely references to support your decisions. The organization of each case study simulates the patient care journey from chief complaint to outcome. Serving as a virtual clinical preceptor, this workbook can be used independently or in a classroom setting. It is accompanied by a robust online student supplement that provides answers to all questions, real outcomes of the cases, and valuable personal insights from the authors on how the patient was successfully managed. Not only will this workbook help you work through patient cases clinically, it will also share important, but often overlooked, bedside manner skills needed to successfully communicate with and care for your patients. Covering conditions across all organ systems and across the lifespan, this workbook is organized by chief complaint, providing an authentic perspective on what to expect in the patient care environment. It even includes information on pathophysiology and how to use ICD-10 and CPT (E/M) codes in your documentation. The book uniquely weaves together both the science and art of medicine by including personal insights into quality and compassionate care. Key Features Provides real-life patient cases from an interprofessional author team of physician assistants, nurse practitioners, and physicians Uses a templated case study design and critical thinking exercises to help you methodically work through various patient scenarios Teaches clinical and bedside manner skills imperative for delivering quality patient care Covers patients across the lifespan, including pediatric, adolescent, adult, and geriatric populations Offers additional insight on patient education, medical and legal concerns, and interprofessional collaboration Includes a robust online student supplement with valuable insights from the authors on how they successfully managed the cases Provides instructors with a table of contents that is filterable by chief complaint, diagnosis, patient population, and organ system *Details changed to protect patient information. |
| customer service case studies: The Million-Dollar, One-Person Business, Revised Elaine Pofeldt, 2018-01-02 The self-employment revolution is here. Learn the latest pioneering tactics from real people who are bringing in $1 million a year on their own terms. Join the record number of people who have ended their dependence on traditional employment and embraced entrepreneurship as the ultimate way to control their futures. Determine when, where, and how much you work, and by what values. With up-to-date advice and more real-life success stories, this revised edition of The Million-Dollar, One-Person Business shows the latest strategies you can apply from everyday people who--on their own--are bringing in $1 million a year to live exactly how they want. |
| customer service case studies: Case Studies in Leadership and Adult Development Kristina N. LaVenia, Judy Jackson May, 2021-12-19 This book serves as an instructional tool for development of skills related to the organizational leadership of adults. The text offers teaching cases that explicitly partner the leadership and adult development literature bases so readers can work to apply leadership for adult development to real-world scenarios. Case Studies in Leadership and Adult Development: Applying Theoretical Perspectives to Real World Challenges consists of 19 chapters, organized into three parts. Part I includes four chapters drawn from business and industry leaders' experiences encompassing cases from nonprofit, for-profit, and non-governmental agencies. Part II delves into three chapters that focus on the challenges of leading through crisis, including how the Coronavirus pandemic shapes decision making and impacts leadership in both K - 12 and higher education environments. Part III offers a comprehensive view of education through 12 chapters, four of which are drawn from higher education settings. Part III's balance includes cases from elementary, middle, and secondary schools and district-level leadership. Written for graduate level courses in adult education, each case focuses on at least one major theory from both the leadership and adult development domains. Including questions for discussion and reflection, the book allows students to explore the linkages between leadership theories and adult development theories within the context of real-world scenarios. |
| customer service case studies: Communication Case Studies for Health Care Professionals, Second Edition Michael P. Pagano, 2014-12-03 Print+CourseSmart |
| customer service case studies: The Effortless Experience Matthew Dixon, Nick Toman, Rick DeLisi, 2013-09-12 Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked. |
| customer service case studies: Case Studies for Marketing Students Kisholoy Roy, 2016-04-25 This book is a compilation of case studies focusing on four fundamental areas of marketing viz. brand management, services marketing, retail marketing and sales management. The book is classified into four sections based on the above areas. Every care has been taken by the author to see to it that each section has case studies that contribute to the holistic understanding of a subject area. Conceptual understanding of the subject area along with application of theory is what this book offers. The questions at the end of each case study test the understanding of a case study by a student. The author hopes that this book will serve good to all students pursuing marketing management curriculum in various universities. |
| customer service case studies: The Power of Trust Sandra J. Sucher, Shalene Gupta, 2021-07-06 A ground-breaking exploration of the changing nature of trust and how to bridge the gap from where you are to where you need to be. Trust is the most powerful force underlying the success of every business. Yet it can be shattered in an instant, with a devastating impact on a company’s market cap and reputation. How to build and sustain trust requires fresh insight into why customers, employees, community members, and investors decide whether an organization can be trusted. Based on two decades of research and illustrated through vivid storytelling, Sandra J. Sucher and Shalene Gupta examine the economic impact of trust and the science behind it, and conclusively prove that trust is built from the inside out. Trust emerges from a company being the “real deal”: creating products and services that work, having good intentions, treating people fairly, and taking responsibility for all the impacts an organization creates, whether intended or not. When trust is in the room, great things can happen. Sucher and Gupta’s innovative foundation for executing the elements of trust—competence, motives, means, impact—explains how trust can be woven into the day-to-day and the long term. Most importantly, even when lost, trust can be regained, as illustrated through their accounts of companies across the globe that pull themselves out of scandal and corruption by rebuilding the vital elements of trust. |
| customer service case studies: 100 Practical Ways to Improve Customer Experience Martin Newman, Malcolm McDonald, 2018-08-03 FINALIST: Business Book Awards 2019 - Sales and Marketing Category Virtually all consumer-facing businesses talk about putting the customer first, but in reality, few deliver on this as effectively as they could. 100 Practical Ways to Improve Customer Experience walks readers through a wealth of practical tips, tools, guidelines and frameworks, for implementing customer-focused marketing strategies at every step of the customer journey. By ensuring that the customer remains the key focus, companies can identify areas in need of improvement and implement relevant steps throughout the value chain to transform their business. A unique blend of strategy and best practice, 100 Practical Ways to Improve Customer Experience has a particular focus on multi-channel industries such as retail, FMCG, travel, financial services, leisure, food and beverage, and automotive. These industries are all facing major disruption from trendsetting brands such as Uber, AirBnB and Amazon, and as such, now face more pressure than ever to adopt new practices and remain relevant in a continually competitive marketplace. Featuring case studies packed full of practical examples, this book is a unique and valuable resource for both senior industry professionals looking to transform their business and MBA students. Online resources include a best practice checklist to optimize mobile apps. |
| customer service case studies: Case Study Research and Applications Robert K. Yin, 2017-09-27 Winner of the 2019 McGuffey Longevity Award from the Textbook & Academic Authors Association (TAA) Recognized as one of the most cited methodology books in the social sciences, the Sixth Edition of Robert K. Yin′s bestselling text provides a complete portal to the world of case study research. With the integration of 11 applications in this edition, the book gives readers access to exemplary case studies drawn from a wide variety of academic and applied fields. Ultimately, Case Study Research and Applications will guide students in the successful use and application of the case study research method. |
| customer service case studies: Mastering Customer Service: Strategies for Excellence Charles Nehme, Introduction Purpose of the Book In an era where customers have more choices than ever, exceptional customer service has become a key differentiator that sets successful businesses apart from the rest. The aim of this book is to provide you with a comprehensive guide to mastering customer service. Whether you're a seasoned professional, a new hire, or a business owner, this book will equip you with the knowledge and skills needed to deliver outstanding service and foster lasting customer relationships. Importance of Customer Service in Today's Market Customer service is no longer just a support function—it is a strategic element of business success. With the rise of social media and online reviews, a single customer interaction can influence thousands of potential customers. Great customer service can turn a one-time buyer into a loyal advocate, while poor service can drive customers away and damage your brand's reputation. This book explores why customer service matters more than ever and how it can impact your bottom line. Overview of What the Reader Will Learn This book is divided into six parts, each designed to cover a different aspect of customer service: Foundations of Customer Service: Understand the core principles and importance of customer service, including the customer journey and expectations. Building a Customer-Centric Culture: Learn how to create an organizational culture that prioritizes customer satisfaction through leadership, employee engagement, and a positive workplace environment. Essential Customer Service Skills: Develop key skills such as effective communication, problem-solving, conflict resolution, and time management. Tools and Techniques: Discover the tools and techniques that can enhance your customer service, including feedback mechanisms, technology, and performance measurement. Advanced Strategies: Explore advanced strategies like personalization, customer loyalty programs, and crisis management to elevate your customer service efforts. Industry-Specific Customer Service: Gain insights into best practices tailored to specific industries such as retail, hospitality, and B2B services. The Evolution of Customer Service Customer service has evolved significantly over the years. From the early days of face-to-face interactions and telephone support to the modern era of digital communication and AI-driven solutions, the way businesses interact with customers has transformed. This section will provide a historical perspective on the evolution of customer service, highlighting key milestones and the changing expectations of customers. By understanding the past, we can better appreciate the present and anticipate the future trends in customer service. This book will not only provide you with practical tips and strategies but also encourage you to think critically about how you can innovate and adapt to meet the ever-evolving needs of your customers. Welcome to Mastering Customer Service: Strategies for Excellence. Let's embark on this journey together to create exceptional customer experiences and drive your business to new heights. |
| customer service case studies: The Case for Case Studies Jennifer Widner, Michael Woolcock, Daniel Ortega Nieto, 2022-05-26 This book seeks to narrow two gaps: first, between the widespread use of case studies and their frequently 'loose' methodological moorings; and second, between the scholarly community advancing methodological frontiers in case study research and the users of case studies in development policy and practice. It draws on the contributors' collective experience at this nexus, but the underlying issues are more broadly relevant to case study researchers and practitioners in all fields. How does one prepare a rigorous case study? When can causal inferences reasonably be drawn from a single case? When and how can policy-makers reasonably presume that a demonstrably successful intervention in one context might generate similarly impressive outcomes elsewhere, or if massively 'scaled up'? No matter their different starting points – disciplinary base, epistemological orientation, sectoral specialization, or practical concerns – readers will find issues of significance for their own field, and others across the social sciences. This title is also available Open Access. |
| customer service case studies: Social Work Case Management Michael J. Holosko, 2017-01-30 Social Work Case Management: Case Studies From the Frontlines by Michael J. Holosko is an innovative book that equips readers with the knowledge and skills they need to be effective case management practitioners in a variety of health and human service organizations. A must-read for students and professionals in social work, this important work introduces a unique Task-Centered Case Management Model built around the unifying principles of the profession—person-in-environment, strengths-based work, and ecological perspective. Over twenty case studies by case managers and professionals offer innovative practice insights, illustrating the practice roles and responsibilities of today's case managers and the realities of conducting case management in today’s growing, exciting, and challenging field. |
| customer service case studies: Ignore Your Customers (and They'll Go Away) Micah Solomon, 2020-01-14 The ultimate guide to transforming your customer service, company culture, and customer experience, endorsed by all the top names in the field. Great customer service may be today's most essential competitive advantage. This book gives a step-by-step plan to craft a customer service culture and customer experience so powerful that they'll transform your organization and boost your company's bottom line. You'll enjoy inspirational and hilarious tales from the trenches as author Micah Solomon, one of the world's best-known customer service consultants and thought leaders, brings you with him on hands-on adventures assessing and transforming customer service in a variety of industries. In Ignore Your Customers (and They'll Go Away), you will find: Exclusive customer service secrets and proven turnaround methodologies showing you how to perform effective and lasting customer service transformation within your company. A dive into one of the hottest topics in business today: company culture, specifically how to build and sustain a customer-centric company culture. Case studies and anecdotes from the great customer-centric companies of our time. Each chapter concludes with a Business Reading Group Guide and a point-by-point summary to maximize your memory retention and make every insight actionable. Drawing on a wealth of stories assembled from today's most innovative and successful companies including Amazon, USAA, The Ritz-Carlton Hotel Company, Nordstrom, MOD Pizza, and more, Solomon reveals what it takes to turn an average customer interaction into one that drives customer engagement and lifelong loyalty. |
Rogers reinvents its customer service philosophy
Service Management (CSM) to transform its entire service assurance organization, using proactive engagement, customer-forward analytics, and ‘in-the-moment’ operations to gain a …
CUSTOMER PERCEPTIONS OF SERVICE DELIVERY: A CASE …
customers’ perceptions of service quality delivered at the Durban Container Terminal. The SERVQUAL instrument which is based on fived dimensions, namely reliability, tangibles, …
Customer Success Case Study: A Survey of 5 Companies
course of six weeks in 2015, I interviewed five Customer Success leaders and surveyed the details of their organizations. The primary goal of this case study is to provide behind-the …
Cisco Case Study: Delivering World Class Customer Service
Cisco Case Study: Delivering World Class Customer Service » Increase productivity for sales and partners by reducing the effort required to do business with Cisco. » Deliver high-value …
Case Study: Building a Strengths-based Culture of Customer …
Determine how well employees understand good customer service and feel empowered to deliver it. Understand what hinders the organisation in successfully delivering good customer service.
Case Studies in Exemplary Service Delivery
Twelve exemplary service providers from three highly acclaimed resorts discuss and demonstrate what it takes to deliver award-winning service consistently. This research, using a qualitative, …
Momentum Training Solutions Customer Service Case Study
This case study will showcase how a ‘Customer Service’ intervention that MMM Training Solutions ran for the ‘Global Shared Service Centre’ of a Fortune 500 organization resulted in an …
Business Transformation through Improved Agent Efficiency …
CASE STUDY BUSINESS TRANSFORMATION THROUGH IMPROVED AGENT EFFICIENCY AND SUPERIOR CUSTOMER SERVICE Abstract Infosys helped a leading US insurance and …
Communications case study Enabling faster, personalized …
To introduce customer self-servicing and reduce call volume, we enabled conversational AI-based voicebots and chatbots using Genesys DX. These self-service options handled routine …
CUSTOMER SERVICE RECOVERY PROCESSES: A CASE STUDY
a theoretical framework on previous studies on customer service recovery processes, service recovery steps, the unique characteristics of the service industry and the importance of …
Continually (Re)inventing the Standards of Customer …
customer data is incredibly high — staff all throughout the organization love to see how they’re performing in real time and action insights. And while response rates have increased, there’s …
Reinventing customer experience inside out - Infosys BPM
Infosys BPM played a transformational role in the design and implementation of the client’s customer service program. Reengineering, extreme automation, and analytics helped deliver a …
CUSTOMER SERVICE CASE STUDY
CASE STUDY CUSTOMER SERVICE Skills partner since 2020 Discover Financial Services provides banking and credit products that help customers achieve their goals–from …
Case Study: Digital Transformation of Customer Service
The bank leveraged Newgen's Case Management platform to optimize their end-to-end customer service management process. The platform comprised a comprehensive workflow automation …
Service Quality and Customer Satisfaction. Case study: …
Customer satisfaction and service quality are one of the basic opportunities which help to run, to improve business and profit of the company, and especial- ly save the loyalty of its customers.
Banking case study - Cognizant
bank that addresses scalability, cost and customer experience challenges. Banking case study Leading bank scales customer service with cloud and AI Banking US-based bank wanted to …
Achieving excellence in customer satisfaction - The Myers …
“Our focus on customer service has been strong for more than 70 years,” says Morris. “The added focus on understanding your own and others’ psychological type is making it even better. Self …
Buyer Case Study: Customer Experience Transformation — A …
Among the different business priorities for banking and financial services institutions, improving customer experience (CX) and customer satisfaction ranked at the top, according to IDC's …
CASE STUDY Data-Driven Customer Experience in Financial …
Advanced customer analytics informed by new digital banking sources allows financial services firms to develop insights on customer cohorts and behaviors, and to more precisely target and …
Customer experience - McKinsey & Company
this volume explore the critical elements of an effective customer-centric strategy, which can deliver benefits to customers, employees, and the bottom line. These include the central role of …
Rogers reinvents its customer service philosophy
Service Management (CSM) to transform its entire service assurance organization, using proactive engagement, customer-forward analytics, and ‘in-the-moment’ operations to gain a …
CUSTOMER PERCEPTIONS OF SERVICE DELIVERY: A CASE …
customers’ perceptions of service quality delivered at the Durban Container Terminal. The SERVQUAL instrument which is based on fived dimensions, namely reliability, tangibles, …
Customer Success Case Study: A Survey of 5 Companies
course of six weeks in 2015, I interviewed five Customer Success leaders and surveyed the details of their organizations. The primary goal of this case study is to provide behind-the-scenes …
Cisco Case Study: Delivering World Class Customer Service
Cisco Case Study: Delivering World Class Customer Service » Increase productivity for sales and partners by reducing the effort required to do business with Cisco. » Deliver high-value …
Case Study: Building a Strengths-based Culture of Customer …
Determine how well employees understand good customer service and feel empowered to deliver it. Understand what hinders the organisation in successfully delivering good customer service.
Case Studies in Exemplary Service Delivery
Twelve exemplary service providers from three highly acclaimed resorts discuss and demonstrate what it takes to deliver award-winning service consistently. This research, using a qualitative, …
Momentum Training Solutions Customer Service Case Study
This case study will showcase how a ‘Customer Service’ intervention that MMM Training Solutions ran for the ‘Global Shared Service Centre’ of a Fortune 500 organization resulted in an …
Business Transformation through Improved Agent Efficiency …
CASE STUDY BUSINESS TRANSFORMATION THROUGH IMPROVED AGENT EFFICIENCY AND SUPERIOR CUSTOMER SERVICE Abstract Infosys helped a leading US insurance and retirement …
Communications case study Enabling faster, personalized …
To introduce customer self-servicing and reduce call volume, we enabled conversational AI-based voicebots and chatbots using Genesys DX. These self-service options handled routine …
CUSTOMER SERVICE RECOVERY PROCESSES: A CASE STUDY
a theoretical framework on previous studies on customer service recovery processes, service recovery steps, the unique characteristics of the service industry and the importance of …
Continually (Re)inventing the Standards of Customer …
customer data is incredibly high — staff all throughout the organization love to see how they’re performing in real time and action insights. And while response rates have increased, there’s …
Reinventing customer experience inside out - Infosys BPM
Infosys BPM played a transformational role in the design and implementation of the client’s customer service program. Reengineering, extreme automation, and analytics helped deliver a …
CUSTOMER SERVICE CASE STUDY
CASE STUDY CUSTOMER SERVICE Skills partner since 2020 Discover Financial Services provides banking and credit products that help customers achieve their goals–from establishing good …
Case Study: Digital Transformation of Customer Service
The bank leveraged Newgen's Case Management platform to optimize their end-to-end customer service management process. The platform comprised a comprehensive workflow automation …
Service Quality and Customer Satisfaction. Case study: …
Customer satisfaction and service quality are one of the basic opportunities which help to run, to improve business and profit of the company, and especial- ly save the loyalty of its customers.
Banking case study - Cognizant
bank that addresses scalability, cost and customer experience challenges. Banking case study Leading bank scales customer service with cloud and AI Banking US-based bank wanted to …
Achieving excellence in customer satisfaction - The Myers …
“Our focus on customer service has been strong for more than 70 years,” says Morris. “The added focus on understanding your own and others’ psychological type is making it even better. Self …
Buyer Case Study: Customer Experience Transformation — A …
Among the different business priorities for banking and financial services institutions, improving customer experience (CX) and customer satisfaction ranked at the top, according to IDC's …
CASE STUDY Data-Driven Customer Experience in Financial …
Advanced customer analytics informed by new digital banking sources allows financial services firms to develop insights on customer cohorts and behaviors, and to more precisely target and …
