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.

Customer Service 52

Customer Service Gambling Non-Profits Start-ups 52

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.

Healthcare 52

Healthcare Customer Expectations Customer Service Customer Experience 52

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.

Retail 80

Retail Entertainment Government Social Media 80

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.

Non-Profits 26

Non-Profits Education Innovation Customer Experience 26

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.

Social Media 0

Social Media Engineering Gaming AI 0