Three Quick Wins for Your Voice of the Customer Program
So you’ve just launched a big, shiny, new Voice of the Customer program. What now? For those just starting out on the journey of customer experience transformation there are three quick wins that you should be after: 1. Take action to fix customer problems. If a customer reports a problem, follow-up and fix it as soon as possible. You’ll begin to see patterns emerge that…
American Hotel’s World-Class Service Begins With Listening to Customers
This post is the third installment in a series covering individuals leading the customer experience transformation within their organizations. American Hotel is committed to continually enhancing its customers’ experience, and last year decided to take its dedication to providing world-class service and delivering the total solution to the next level. By using the data collected through PeopleMetrics Voice of the Customer survey, the company has…
How a Communications Provider Exceeded Their C-sat Dream
This post is the second installment in a series covering individuals leading the customer experience transformation within their organization. Mike Travers just used the term “mind-bogglingly great” to describe Broadview’s November and December customer satisfaction scores. This description closely matches what Mike’s colleague, Lisa Norcia, says she is hearing around the company, “The word I hear most often is ‘awesome’.” Broadview is celebrating customer satisfaction…