Industry Studies & Examples

  • Angie’s List Doesn’t Arm Its Front-Line Troops

    Don’t Ask for Customer Feedback if You Don’t Know What’s Going On

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    A recent customer experience with Angie’s List went wrong on many levels simply because the company representative didn’t know what was going on!
    Apr. 16, 2015
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  • Zopa: Peer-to-Peer Lender Celebrates 10 Years

    Spawned a Global Multibillion Industry; Still Going Strong

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    Over 50,000 British consumers have invested in providing loans to over 100,000 British consumers and small business owners via Zopa since 2005. Lenders have provided £770,000 of their money to their peers, in exchange for an average return of 5 percent.
    Mar. 20, 2015
    Strategies
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  • When Comcast Insults Customers

    Who’s to Blame?

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    When customers are treated badly by customer service, something is wrong. But just where does the buck stop? With the CSR? With the company and its priorities and policies? With the customer? There is probably enough blame to pass around!
    Feb. 5, 2015
    Strategies
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  • Co-Designing Health & Care with a Community

    How a Prospective Provider in Boothbay Maine Is Gathering Customer Requirements

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    Boothbay Region Health Care is a start up non-profit chartered to provide primary healthcare for the residents and visitors in their region. They’re in the strategic planning stage of their project. Customer co-design is part of their planning process.
    Jan. 29, 2015
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  • CVS Makes It Easy to Reap the Value of Loyalty

    Making Savings Relevant, Easy, and Obvious!

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    Does your organization offer a rewards program that encourages loyalty, spending, and makes customers feel good about doing business with you? You can learn some lessons from CVS!
    Dec. 11, 2014
    Strategies
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  • Designing Solutions for Aging in Place

    Part 1: Boothbay’s Awesome Seniors’ Initiative—First Year

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    How do seniors design services that will enable them to thrive in their own homes? They look at what they need. They look at what they have. They experiment.
    Dec. 5, 2014
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  • Unreasonable Customer Policy Stories from a Real Customer

    Why Justified Indignation Can Lead to Losing Business

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    Have you encountered customer-alienating policies from otherwise respected service providers? Our guest columnist, Irene Kopel, eloquently details her frustrations with ADT Security and PayPal.
    Nov. 19, 2014
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  • Secure for “Your Own Good!”

    Cumbersome Security Measures Create Difficult Customer Experiences

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    Bank of America doesn’t streamline customers’ address changes across BoA product lines. Comcast sets long, arbitrary router passwords and discourages customers from changing them—using “security” as a flimsy excuse.
    Oct. 1, 2014
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  • 10 Requirements for Personal Information in Health & Fitness Apps and Patient Portals

    Personal Health Records Will Flip Control in the Healthcare Industry from Payers to Patients

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    Customers want control over their health and medical information. What’s needed for a new wave of health & fitness apps? 
    Sep. 11, 2014
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  • Contractor Do’s and Don’ts

    Why Customer Experience Is So Important When Choosing a Contractor

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    There are a lot of missteps that service providers can make when trying to win someone’s business. Here are tips on what to do and what not to do.
    Sep. 3, 2014
    Strategies
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  • The CaringBridge Customer Ecosystem

    Millions of People and Hundreds of Companies Align around Patients’ Health Journeys

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    CaringBridge.org’s apps and tools help to provide emotional support during a health crisis. Using an online journal and guest book, each patient can provide updates for friends and family to track.
    Aug. 8, 2014
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  • Are Your Daily Deal Customers Just One-Night Stands?

    How Might You Convert Them to Loyal, Repeat Customers?

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    Merchants who invest in daily deal discounts to court new customers need to follow up with planned marketing campaigns or the new customers might just be a “one-night stand.”
    Jul. 31, 2014
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  • Ten Steps that May Save (or Improve) Your Life

    Prepare Now to Engage as a Patient and/or Advocate for Someone You Love

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    Let Patients Help! by Dave deBronkart with Dr. Danny Sands is a valuable patient engagement handbook. This little book should be a key resource for you and your family. You’ll learn about important steps in taking charge of your own health.
    Jul. 10, 2014
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  • Do You See What I See?

    Why Customer Service Reps Need to Be Able to Access What Customers Actually Saw

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    When customers can see information within their account pages on your website that your support agents can’t see, how can they trust your CSRs to really help when there are problems?
    Jun. 19, 2014
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  • Getting the Desired Outcome Right

    Citizens Bank Did a Good Job Selling a Prospect, but Couldn’t Meet the Ultimate Goal

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    Do you consider a prospective customer’s scenario when pitching them? Do you understand the desired outcome, the priorities, and the emotional concerns they have? If you do, you can sell much more effectively.
    May. 29, 2014
    All Members
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  • Can a Contest Improve the “Production of Health”?

    How Esther Dyson Is Using the Way to Wellville Challenge to Promote Collaborative Innovation

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    The Way to Wellville is a community health innovation contest among five communities in the U.S. The towns will have five years to dramatically improve health outcomes by focusing on the determinants of health, rather than on the treatment of disease.
    May. 9, 2014
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  • Amazon Covers the “Last Mile”

    Can the Etailer Improve on UPS, et al. to Create a Customer-Delighting Delivery Service?

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    Amazon will deliver packages the “Last Mile.” How can they improve on what UPS, FedEx, and the USPS are doing to delight customers?
    May. 1, 2014
    Strategies
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  • Culture Nurtures Innovation at Luck Stone

    How Values-Based Leadership Fosters Innovation in a 90-Year Old Company

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    Luck Stone is a 90-year-old rock quarrying business that has embraced values-based leadership. With a history of innovation when it comes to mining operations, now the family business is focusing on customer-inspired innovation.
    Apr. 25, 2014
    Strategies
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  • Inconsistent Customer Service Information from Bank of America

    Four Different CSRs; Four Different Responses

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    Trying to sign up to automatically pay my new Bank of America credit card balance each month turned into a long, frustrating mess because of inconsistent processes and the fact that not all CSRs knew what could be done!
    Apr. 17, 2014
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  • 25 Years of Training Young Innovators

    Your Next Hires? FIRST Inspires Young People to Invent and Innovate in Team Co-Opetition

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    FIRST is a nonprofit that offers a proven approach to team-based innovation. Its innovation framework has been refined over 25 years, with kids from 6 to 18, from 80 countries. Why not try it in your organization?
    Apr. 10, 2014
    All Members
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