LDRLB

SEPTEMBER 12, 2013

The services are provided via agents with wireless tablets who travel to remote regions in mobile vans. They provide advice on the spot and can create “trouble tickets” which are then handled by subject matter experts via a network, coordinated by a 24/7 call center.

Competitive Advantage 154

Competitive Advantage Prahalad Blue Ocean Strategy Glocalization 154

Harvard Business Review

FEBRUARY 8, 2012

History makes a compelling case that serving customers with integrity — delivering steadfast, predictable service quality — can translate into outsized loyalty and market share when the economy commits to a comeback. Let's go back to that call center. Simplify the front office.

Airlines 14

Airlines Call Center Retail Bottom-up 14

Harvard Business Review

APRIL 28, 2016

They’ve redesigned their core processes in the area of procurement (online shopping), talent acquisition (marketplaces), collaboration (social networking), market research (peer reviews), finance (mobile payments) and travel (room and ride sharing). Loyalty needs to be more than accumulating points for rewards.

Loyalty 8

Loyalty Peer Review Efficiency Call Center 8

Harvard Business Review

JULY 15, 2015

Responding to customer care issues over social media can cost as little as one sixth of a call center interaction while generating higher levels of customer satisfaction. To build loyalty with and attract new customers, start thinking about how to surprise and delight your customers. The firm reduced churn in one quarter by 50%.

CRM 8

CRM Company Airlines Guidelines 8

Harvard Business Review

JANUARY 28, 2015

A traveler arrives in a foreign country and attempts to use his credit card to make a purchase. ”) Delivering a consistent experience on the most common customer journeys is an important predictor of overall customer experience and loyalty. It is the same card he used to buy the plane ticket and book the hotel.

COO 8

COO Planning Metrics Call Center 8

Harvard Business Review

NOVEMBER 6, 2015

Now they can selectively choose what they allow websites to put in their browsers, which are people’s main vehicles for traveling online. Before ad blocking, individuals had little choice about taking or leaving what websites gave them. They also have their first crude instrument for expressing demand.

Advertising 8

Advertising CRM Long-term Short-term 8