Category: Customer Experience

Mercedes-Benz Ranks Highest among Premium Brands; Toyota among Volume Brands

The automobile dealership service department is the No. 1 determinant of customer satisfaction and dealership loyalty, according to the J.D. Power 2016 UK Customer Service Index (CSI) StudySM released a week ago. Among highly satisfied customers (overall satisfaction scores of 900...

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The Feedback Economy – a £3.2bn Opportunity for the UK Hospitality & Leisure Industry

By improving how customer feedback is used, the UK hospitality & leisure industry could boost the UK economy by £3.2bn over the course of the next decade Managing customer feedback will become increasingly important. 59% of consumers say that online feedback...

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Sweden, the First Country in the World to Have Its Own Telephone Number

Børge Astrup, managing director of Intelecom Contact Centre Division, explains how the latest contact centre technology is revolutionising the travel industry with a new form of ‘reality’ tourism in the cloud. You may have read recently about how The Swedish Tourist...

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What Leicester City Can Teach Us about Delivering Awesome Customer Experiences

At a time of rapid change in football, Claudio Ranieri’s recent Premier League triumph with Leicester City has captured the world’s imagination. Even my Tottenham supporting colleague is full of praise for how Ranieri defied expectations and delivered stunning success...

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