Service Quality Institute
FEBRUARY 14, 2024
Obsessing over the customer experience pays off. I have never understood why more organizations do not copy Amazon’s obsession with customer service. During COVID Amazon never let up on its focus on the customer. It is one of the few firms that used technology to reduce friction and improve the customer experience.
Service Quality Institute
NOVEMBER 10, 2021
The only way to create word of mouth is through an awesome customer experience. NE Delta Dental, an insurance company for dental insurance has only 173 full-time employees and has a 70% market share in New Hampshire. Tom Raffio, the President started their focus on customer service in 1995.
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Customer Bliss
NOVEMBER 15, 2016
Her background is interesting as she is professionally an engineer, but found her way to the customer care space. She stayed within customer experience and remained focused there. The requirement was to unite multiple operating models into a single, understandable experience for the customers. Storytelling.
Qualtrics
APRIL 7, 2021
Charlene relates the story of one leader with the foresight to see those future customers and to boldly advance towards them, and this is a leader who doesn’t have the last name Jobs, Bezos, or Musk: “One of my favorite examples is nowhere near tech. It is Southern New Hampshire University. It has 30,000 students on campus.
Customer Experience Matrix
APRIL 1, 2020
Extreme growth was concentrated in hard-hit areas including California, New Hampshire and Oregon. Customer Data Platform vendor Amperity reported a less rosy result in its COVID-19 Retail Monitor , which draws data from Amperity’s retail clients.
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