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…
From Customer Dissatisfaction to Cutting Edge Experience
This post is the first installment in a series covering individuals leading the customer experience transformation within their organizations. Signature Flight Support’s Dulles, Washington base has a unique set of challenges. Location alone means the General Manager of this base needs the political finesse to be involved in the many industry groups and committees working out of DC. Dulles is among Signature’s top bases in…