Case Studies: The Benefits of Focusing on Customer Experience

Case Studies: The Benefits of Focusing on Customer Experience

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Focusing on customer experience can have an impact across the organization. Improved customer retention means higher margins and lower costs. Marketing and communications teams find their jobs easier to do because of improved brand reputation. Operations teams ultimately have less rework to perform, and those in quality and product development roles can spend more time working on innovations and less time on warranty claims. Happier staff and happier customers become part of a cycle that continually gains momentum.

The following case studies provide a closer look at just some of the results organizations have achieved when they focus on the customer experience.

Don’t Lose Patients

Don’t Lose Patients
A hospital combined lean Six Sigma and the theory of constraints to identify and eliminate bottlenecks in a key process, cutting wait time for its patients by 70% and eliminating the main cause of customers seeking other providers.

 

 

Building Customer Satisfaction With Quality

Building Customer Satisfaction With Quality
To stay competitive, Grayson Homes changed its focus to promote a team culture and the value of customer, supplier, and employee satisfaction.

Doctors, Nurses Overcome Workplace Hierarchies to Improve Patient Experience Scores in Phoenix ER

Doctors, Nurses Overcome Workplace Hierarchies to Improve Patient Experience Scores in Phoenix ER
A Banner Health vision team composed of physicians was tasked with studying how ER staff could improve patient experience scores while also reducing litigation risks.

Six Sigma—at a Bank?

Six Sigma—at a Bank?
Bank of America’s Six Sigma Initiatives have created benefits of more than $2 billion and increased customer delight by 25%.

What’s Your Story?

What’s Your Story?

Do you have a customer experience accomplishment to share?

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