Temkin Experience Ratings Industry Snapshot: Rental Cars

Customer Experience Matters

Congratulations to National Car Rental for delivering the best customer experience in the rental cars and transport industry. Out of the 12 rental car and transport companies included in this year’s Ratings, National Car Rental earned the highest score with a rating of 72%, putting it in 109th place overall out of Read More.

2018 Temkin Experience Ratings: 20 Industry Snapshots

Customer Experience Matters

You can see links to all of those industry snapshots below: > Airlines > Auto Dealers > Banks > Computers & Tablets > Credit Card Issuers > Fast Food Chains > Health Plans > Hotels & Rooms > Insurance Carriers > Investment Firms > Parcel Delivery Services > Rental Cars & Transport > Retailers Read More.

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Are You A Complainer Or A Realist?

Beyond Philosophy

it helped people transition to a new mode of transportation. Or that the automobile replaced the horse for transport. A difference exists between what people say they will do and what people do. People say they want salads in theme parks but order hamburgers.

The Real Reason Men Aren’t Eco-Friendly

Beyond Philosophy

And then the Texas Department of Transportation hired an ad agency that looked at the worst offenders – men between the ages of 16-24.

How To Manage Expectations

Beyond Philosophy

Forbes and her colleagues studied Department of Transportation records for 160 million commercial airline flights between 1990 and 2016. Have you been on a flight recently and found that you arrived at your destination a little early?

John Grasso of Windstream on Cloud Contact Center Software

Call Center Coach

The company supplies core transport solutions on a local and long-haul fiber-optic network spanning approximately 125,000 miles: About Us Page.

Dataset: UK Net Promoter Score Benchmark, 2017

Customer Experience Matters

Industry averages for NPS range from a high of 20 (supermarkets) to a low of -12 (rental cars & transport).

Awesome Quotes from Call Center Week

Call Center Coach

“Be in the emotional transportation business.” I just love quotes. Just like I love to ask guests on the Fast Leader Show to share their favorite quotes, it’s one of the my favorite things to do at events. I enjoy live Tweeting the speakers.

The Key To Uber’s Longevity Is Driver Loyalty

The Center for Client Retention

Essentially, it is a software company providing a service: an efficient and user-friendly way of transporting passengers from one place to another in an automobile. Uber was founded in 2009.

Teams Score Big With Fans And Franchises!

Beyond Philosophy

McDonald’s and the Philadelphia Eagles have several programs in play, starting by giving away $5,000 in tokens to the Southeastern Pennsylvania Transportation Authority (SEPTA), for fans to use to see the last exhibition game.

More shocking news about Airbnb!

Beyond Philosophy

For transportation, we have Uber and Lyft. Airbnb, the home sharing site that says you can “Belong Anywhere,” is suffering! They have now launched legal action against San Francisco over a new law that would require it to delist hosts who have not registered their living spaces.

Customer or Hostage? The unfortunate story of the UK passenger rail industry

ijgolding

If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy – from the commuting perspective that is.

Evaluating Call Center Companies: Three Elements of a Trusted Partner

EPIC Connections

For example, EPIC Connections recently assisted a healthcare records company and a transportation company in identifying potential call center partners that had experience with similar programs. This is the second article in a series on evaluating call center partners.

Next Generation Networking: 4 Pointers on Expanding Your Professional Network

Win the Customer

One way to help yourself out with this is to secure reliable transportation. Even though many aspects of business and professional life have changed with the advent of new technologies, networking remains one of the most important elements of building and advancing a business.

Fiat Chrysler: The Latest Car Brand to Wreck Consumer Trust

Beyond Philosophy

Transportation Secretary, Anthony Foxx, explained that it is the manufacturer’s obligation (by federal law) to report warnings about safety issues. Isn’t it a company’s first priority not to harm their Customers?

Guest Blog: Parcel Lockers – A Retailer’s Secret Weapon

ShepHyken

Instead of shipping hundreds or thousands of small orders to individual residences, retailers can use their own transportation to ship bulk orders to the brick and mortar store for placement into the parcel lockers.

How to Create Your Punch List for Quick CX Wins

360Connext

Have you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless.

Customer Service at Sea

Customer Centric Support

With all the trouble in the “friendly skies” lately, many travelers are considering vacation transportation alternatives. Customer experience lessons enhanced by the open ocean.

A Visit to Napa Valley After the Fires

Toister Performance Solutions

This is an organization that works closely with other local nonprofits to funnel money to areas where there's the greatest need such as food, shelter, childcare, and transportation. "I didn't know if I'd have a job to go back to."

Budding Business: 5 Tips to Help Your Small Business Get Out of the Red

Win the Customer

If part of your business involves transporting cash between two or more locations, you may even want to consider hiring a security contractor such as Security Services Northwest, Inc.

Is a ‘human free’ experience the future?

Beyond Philosophy

Ever sat near a weirdo on public transportation or ridden with a cabbie that makes you uncomfortable? What happens when you take the people out of an experience that was traditionally a human-based interaction? Does it make it better or worse?

Customer Experience: The Differentiation Battleground

ijgolding

Despite transporting us to all corners of the UK; the entire length of France; and from La Coruna to Barcelona and Menorca in Spain; all good things come to an end.

3 Examples of Change for the Better in Airlines

Beyond Philosophy

What Southwest Airlines is not, at least according the US Department of Transportation, is punctual, which is clearly not a great stat when you are in the transportation game. There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway.

5 Questions to Think About When Planning System Integration

Aria Solutions

If any failure occurs, whether it is during the transport or processing (i.e. Integration is a cornerstone of today’s enterprise environments with their multitude of enterprise resource planning (ERP) systems.

Overcoming Obstacles of a Remote Workforce

inContact

If you wanted to meet with a team on the other side of the country, you booked flights, accommodations, and local transportation to get all the attendees in the same room. A few short decades ago handling the daily communications and operations of the workplace was completely different.

Break Down #CX Barriers with Storytelling

CX Journey

Image courtesy of Pixabay Have you used storytelling in your customer experience management journey? The art of storytelling is an important one in the customer experience world.

5 Top Customer Service Articles For the Week of May 1, 2017

ShepHyken

So when a several big brands in the beverage, transportation, banking and airline industries were suddenly in the global media hot seat, we had a laugh and productive conversations behind the scenes.

Guest Blog: Live Chat Simplifies the Customer Journey

ShepHyken

Known as ixibaba, the live chat helps travelers plan a trip through live conversation, allowing them to find the best flights, hotels, and transportation. This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey.

Less Is More: Minimalist Marketing Techniques for Your Company

Win the Customer

Hotels.com distplays an infographic on their site that provides customers with valuable information on their travel methods and destinations, like how airports rank for affordable taxi transportation rates. Minimalism is a current marketing trend that exudes the philosophy of “less is more.”

Engage Your Audience with a Story

CX Journey

Image courtesy of Bazzerio Are you telling stories to engage your audience? Over the weekend, I took my kids and my parents to the California Science Center in Los Angeles to see Pompeii: The Exhibition.

Customer Experience – Kyoto-style: By Beth Richardson

ijgolding

Despite this I could easily find my way around the city, and public transport. Earlier this year I was lucky enough to visit Kyoto in Japan for a holiday.

Is Home Delivery the Right Marketing Strategy?

Beyond Philosophy

Both of these challenges present obstacles to reliable delivery windows, not to mention food storage for transportation, i.e., the ice cream melts by the time it gets to the consumer’s house.

The Customer Experience Reality Check! The case of Manchester Airport

ijgolding

Public transport is another example of an ‘industry’ whose products and services are used by many people who have no other viable option. Resignation. Sufferance. Tolerance. Three words from the English dictionary.

Customer Experience in the Gulf Region – A Story of Continuous Improvement!

ijgolding

The volume of investment that has been made in transport and infrastructure is mind blowing – as a visitor, you are looked after in grand and luxurious surroundings. Over the last five years, I have had the great pleasure of visiting the Gulf Region on several occasions.

Airways Fattist Policy is NOT about Safety

Beyond Philosophy

They claim it is to aid the International Air Transport Association (IATA) in research for flight safety. Ryanair has an airline that’s giving it a run for its money—on being the worst airline ever! Uzbekistan Airways announced they would weigh its passengers pre-flight to determine the average weight of passengers and their carry-on luggage. I say that is complete rubbish and this new weigh in is just an excuse. I am not the only one that calls this out as rubbish.

Eurostar est Shambolique: It’s not just the airlines who need to get their act together

ijgolding

The entire passenger transportation industry needs to take a long hard look at itself. I have just returned from a wonderful four-day city break to Paris. Family time, glorious weather (in the main) and one of the world’s most beautiful cities, made for a quite fabulous combination.

1914 Vs 2014: When was the best time to be a customer?

ijgolding

An experience like no other, we were transported back in time to the turn of the 20th century to find out how life was like for our ancestors.