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Leadership & Customer Experience Research & Case Studies

Case Studies in Customer Service & Leadership

Customer Service Case Study #1

How Customer Service & Relentless Support Increased One Company’s Profitability By 40%

After the first full year of implementing a comprehensive customer service training and development initiative, this wireless retailer experienced improvement in the consistency of sales and service, and dramatic business results.

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Customer Experience Case Study #2

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. .

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Customer Service Case Study #3

How Customer Service Helped One Shopping Center Stand Out Against The Competition

Marketing a Shopping Center is a challenge. Traffic levels are traditionally dependent on the location of a center and the selection of its retailers. It’s hard to find a way to stand out in consumer’s minds.  But when new, aggressive competition is on the brink of becoming a reality, it is critical that a center find a competitive difference that will keep their consumers coming back.

This Case Study examines how one Shopping Center leveraged enhanced Customer Service retain their share of market and their customers’ loyalty.

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Customer Service Research

The Science of WOW!

A Breakthrough Study on the Definition of “WOW” Customer Experiences, and What Creates Them 

The Science of WOW! Customer Service 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.

Download the The Science of WOW Research

How to Apply The Science of WOW

20 Strategies for Achieving WOW Customer Experiences

Science of WOW! Customer Service research points to three core directions for organizations, and three critical attributes for employees. This whitepaper examines these, and the 20 strategies for achieving WOW! customer experiences in any organization.

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How to Get Training to Stick

Stickiness: How to Create Change Through Training

This White Paper on “Stickiness” is a look at the ten key elements that must come together to ensure that your customer service and leadership training creates real change in your organization. This is a must-have guide for people who design and deliver training for their organizations.

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Top Customer Service Mistakes

The Top 24 Mistakes Customer Service People Make

What are the most common mistakes people in customer service make? The Belding Group asked members of their LinkedIn Customer Service Champions group what they thought. The tremendous response by over 200 customer service professionals fell into 24 categories.

See the Top 24 Mistakes