文档介绍：MW-CH3484-20040613-101INJECTING“WORLDCLASS”CALLCENTEREXPERIENCEINNEWSPAPERSNewspaperAssociationofAmerica2004CallCenterSeminarandClassifiedConferenceJune20,2004Betsy_******@312-795-7028Copyright©-CH3484-20040613-101TODAY’-CH3484-20040613-PETITIVEADVANTAGEIllustrativeexample•binedwithrobust,low-costoperationsandhasusedthistogrowsignificantmarketshareagainstestablishedcarriers•RitzCarltonhasbuiltastrongfront-lineculture,advancedIT,androbust,well-honedprocessestodeliverindustryleadingservice–petitors•binesanoutstandingon-linecustomerexperience–personalized,easy-to-use,informationrich–withrobustefficientbackendoperations(producttracking,fulfillment)toestablishaleadingpositioninonlineretailing•Disneythemeparksprovideahigh-touchmemorablecustomerexperiencetoallvisitorsincludingcarefullyscripting“magicmoments”–70%ofcustomersarerepeatcustomers•TescodifferentiatesitselfoncustomerserviceandhasachievedthehighestcustomerloyaltyandleadingpositionintheUKretailfoodmarket2MW-CH3484-20040613-101BASICBELIEFSConventionalbeliefsMcKinsey’,,(itcapabilitiesshouldbeexternallyfocused),itisexpensivefrequentlycost-“magicmoments”(.,errorrecovery)arebeingequallygoodatallcustomerdisproportionatelyimportantincustomers’,