Case Studies

Cabot Financial

Cabot Financial, part of the Cabot Credit Management Group, is a debt-resolution firm based in the UK. Since becoming established in 1998, Cabot have sought to change the game of debt collection by recognising their debtors as customers and putting customer experience first.

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Kiwibank launched in 2002 and has steadily built a reputation for excellence in customer service and innovation in banking. Now with more than 800,000 customers, Kiwibank was voted New Zealand’s most trusted bank three years running in the Readers Digest Trusted Brand awards. Natalie Wyse, Market Analyst, and Toni Swatridge, Customer Strategy & Experience Manager, talked to BigEars about what having a voice feedback program meant for business banking.

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Wellington City Council

Embarking on a program of strategic renewal, the customer-facing arm of Wellington City Council knew that listening to the views of Wellingtonians was going to be key. The Council already employed a variety of feedback mechanisms, but the data collected was largely quantitative. Council service development and improvement manager, Jaime Dyhrberg, saw that what BigEars was offering was different – the ability to capture and share the voices of actual customers, talking freely about what mattered to them.

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