Customer Experience Case Studies & Research
Case Studies on CX and Customer Service
How Customer Service & Relentless Support Increased One Company’s Profitability By 40%
After the first two years of of implementing a comprehensive customer service training and coaching initiative, this wireless retailer experienced improvement in the consistency of sales and service, and dramatic business results.
Download the Customer Service and Relentless Support Case Study
How One Bank Beat The Recession By Focusing On Customer Experience
In 2008, the global banking industry was crippled by recession, marked by the failure of over 100 financial institutions in the US alone. This case study examines how a Credit Union used Customer Experience to not just survive, but flourish, during that time. .
How Lack of Customer Trust Costs Insurance Companies Thousands of Dollars - per customer
This 2024 customer experience case study examines how a common practice among auto insurers can have a negative effect. Using Belding’s simple Cost of a Lost Customer Calculator, you can see the incredible short- and long-term increase that can be found by abandoning the practice.
Customer Service and CX Research
A Breakthrough Study on the Definition of "WOW" Customer Experiences, and What Creates Them
The Science of WOW! Customer Experience is a groundbreaking study on the elements that create viral customer service experiences. The research was conducted over three years in seven North American and Asian/South Pacific countries, and released in 2016.
The results help provide clear direction for organizations that are looking to create customer service experiences that people talk about.
Free access to The Science of WOW Research