11.2.2009 ob 19:00, Kiberpipa, Ljubljana
Thanks to companies like Apple, Southwest Airlines, Amazon.com, and Proctor and Gamble, many organizations now realize that a focus on customer experience provides a sustainable competitive advantage in an increasingly complex marketplace. However, most companies don’t understand what it takes to achieve that focus, and customer experience initiatives end up half-baked, poorly executed, or aborted.
Iz wikipedie “Before Amazon published its phone number on its website, numerous web pages existed solely to publish the Amazon.com customer service phone numbers. One such page received in excess of 23,000 visits in December 2004 alone.[69] Despite the perceived difficulty in reaching customer service by phone, Amazon.com “remains the leader among e-tailers” in customer satisfaction according to the American Customer Satisfaction Index’s fourth-quarter 2007 survey.” – izredno zanimiv podatek