Blog & Resources

case study

It's Time to Be Honest About the People in Your Experience

It's all about your people. And it's also about...your people. Several customer experience case studies confirmed this idea at Medallia's Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their ...

Customer Service Standards Exposed in 3 Mini Case Studies

Recently my company, newBrandAnalytics, put out a report saying that according to hundreds of thousands of customer social media reviews, service matters most in hotels. When I posted a link to the study on LinkedIn one of my ever-skeptical friends ...

Mastering Monster Loyalty, Lady Gaga Style

With all the talk of understanding customers, it's sort of amazing we haven't had this discussion before. OF COURSE Lady Gaga is an ideal role model for anyone who wants to focus on community building and customer loyalty. Now available ...

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