Case Studies

find here reports and videos about concrete examples of companies and their customer experiences.

What drives value in a social media experience
We are starting to see a fundamental shift in Customer Experiences that can be provide by social media. Twelpforce is an example of that. This is a service provided by Best Buy an electrical retailer in the USA. Here is an extract from that blog.

Morgan Sindall outfit
In this interview, Steven Elliot, CEO of Morgan Sindall Outfit, talks about how was implementing a Customer Experience programme, its previous research as well as the results of it, and future prospects.

Comet
Colin Shaw, founder of Beyond Philosophy, continues on his series of interviews looking at organizations to improve their customer experience. In this occasion Michell Gloder, Head of Customer Experience for Comet is interviewed. Through this 5 pieces of video, she talks us about Comet's Customer Experience.

Aviva (Norwich union)
In this series of interviews with Darren Cornish, Director of Customer Experience for Norwich Union, led by Colin Shaw, you will find 10 pieces of video in this video play list. You will find topics as:

1. How to start a initiative to improve your Customer experience
2. How do you get the Senior Executives to engage with improving the Customer Experience
3. How to differentiate yourself by providing an emotionally engaging Customer Experience
4. Key factors for running a successful Customer Experience initiative