Answer Dash

NOVEMBER 21, 2018

Disruptive businesses like Netflix realised this early on and created intelligent algorithms which were able to predict and recommend what customers might want to watch next. In contrast, Blockbuster ignored customers’ changing viewing habits and the wider industry disruption taking place and was forced to file for bankruptcy in 2010.

User Experience 75

User Experience Social Media Interaction Customer Service Representative 75

Helen Dewdney

JUNE 20, 2023

Background The Rail Ombudsman opened its doors on 26 November 2018, offering a free to consumers, expert, alternative dispute resolution service to help sort out unresolved customer complaints about service providers within the rail industry. We also support the rail industry to raise standards.

Travel 78

Travel Consumers Transportation Training 78

Comm100

APRIL 12, 2018

Customers, being more informed than ever due to technology, now expect a certain level of customer service at all times. They assume that your team will have an up to date CRM system and that you will have the tools in place to not only respond to their concerns quickly but also address their issues. Customer Effort Score (CES).

NPS 154

NPS Measurement Effort Score Customer Experience 154

ChurnZero

JULY 24, 2020

Customers don’t value your word, which as consultants, is how you effect change to drive success. People get stuck in what Botsman calls “the sea of uncertainty,” where she says you hear common objections such as “I liked the old system much better” and “I have so much to do, and now I’m being asked to change X as well!”.

Loyalty 59

Loyalty Customers Customer Success Meeting 59