ShepHyken

SEPTEMBER 11, 2023

Plus, Shep and Jason talk about the NPS leaders in various industries, including automotive, groceries, airlines, and more. What is the relationship between product quality and customer service in driving customer satisfaction? Companies need to achieve a balance between product quality and customer experience.

Automotive 323

Automotive Airlines Benchmark Service level 323

COPC

JULY 20, 2023

Overview Service level is one of the most important metrics for a contact center to measure and manage and has been in place since contact centers evolved. Organizations are missing opportunities to view this metric differently to manage customer service delivery and its associated costs more effectively. Is that okay?”

Service level 69

Service level Abandon rate contact center workforce Contact Center 69

Beyond Philosophy

OCTOBER 18, 2019

However, it was terrible news to me because I missed out on a better flight option through a competitive airline. So, going back to my Delta example, which was an intuitive decision, I automatically go to Delta.com to buy airline tickets. With my Delta example, I buy airline tickets a lot. That isn’t true. miles away.

Airlines 225

Airlines Consulting Consulting Benchmark 225

Customer Guru

JANUARY 3, 2018

When we were setting up Cloudnine, based on several personal experiences, international benchmarking, and through focused group study, people said they hated these signs. At Cloudnine, we draw inspiration from a lot of parallel industries such as hotels, airlines, cab operators, and international hospitals. They were probably right.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95