- Voice of Customer surveys
- Action management alerts
- Data analytics
- Custom benchmarking
Carlson Wagonlit Travel already had industry leading customer service. Now they wanted the tools to stay at this high level for the long term, and get even better.
When your service is great, how do you make sure you can maintain it?
CWT is a big, successful company. They manage business travel in over 150 countries. They have 18,000 employees. And their clients include a third (yes, a third) of Fortune Global 100 companies. They already had market leading service, so they were focused on further improving and making sure they never dropped from the front of their industry’s pack. The problem was that their yearly feedback surveys weren’t getting them enough data – and they didn’t have the tools to make what they had count.
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