December 12, 2014 Case Study Communications A clear path to customer centricity Our client enlisted our help to create a project that would to improve operations, employee engagement, and customer loyalty. We used our holistic approach to create a roadmap.
December 12, 2014 Case Study Financial Services and Insurance A customer-centric history — and future Our client was looking to continue its tradition as an industry leader in satisfaction, loyalty, and NPS. We helped implement a new organizational structure and self-help
December 12, 2014 Case Study Public Sector and Government Energy firm lights its future with customer strategy Our client was trying to find a way to improve customer loyalty. We helped define a new customer experience strategy and roadmap by defining a consistent CX
December 9, 2014 Case Study High Tech Crystal ball? No. Predictive analytics? Yes Our client was transitioning from a product-led culture to one designed around service. Our job was to help them better understand the customer journey and the risk factors for customer churn.
December 9, 2014 Case Study Healthcare Providing rapid contact center assistance during disaster relief After a massive flooding, when 6 months' rain fell in 3 days, we stood up a 190-person team to help the Red Cross assist victims
December 8, 2014 Case Study High Tech A creative solution for Forbes.com Forbes asked for our help in finding ways to eliminate waste and improve accuracy in advertising operations. We helped create a better integrated team, which improved the quality and speed of their new advertising.
December 8, 2014 Case Study Retail Banking Credit union works hard to stay on top One of the highest-rated credit unions in the U.S. asked us to help protect their high customer satisfaction scores by improving the internal operations of the company. We developed a series of workshops to help.
December 8, 2014 Case Study Healthcare Providers 22K users in one launch day = Medical history Electronic Health Record (EHR) adoption is quite possibly the greatest, and costliest, challenge facing modern healthcare organizations. We helped our client manage the process and transfer all 22K users
December 8, 2014 Case Study Automotive BMW drives the dealer experience forward BMW was looking to better understand the journey of their own customers so they could enhance the overall dealer experience. We helped overhaul their relationships with dealerships.
December 7, 2014 Case Study Communications The pathway to a world-class chat program Our client wanted to leverage service chat to better engage customers online. We helped develop a chat strategy that enhanced service via this digital channel, while simultaneously boosting sales.
December 7, 2014 Case Study Healthcare Payers A wellness plan for employee engagement One of the best ways for companies to keep their employees healthy — and keep healthcare expenses in-check — is to encourage wellness. We helped our client create a new wellness program.
December 7, 2014 Case Study Retail and eCommerce YouTube remarketing campaign boosts conversions, reduces costs Our client was looking for a way to conduct a YouTube remarketing campaign to find users who had visited the website but not made a purchase. We helped optimize their marketing campaigns and made conversions jump by 10x