National Car Rental has received the 2014 CX Innovation Award for its customer experience. Presented by the Customer Experience Professionals Association (CXPA) — an international nonprofit to guide and enhance the field of customer experience management — the award was given at CXPA's fourth annual Insight Exchange event in Atlanta.
The CX Innovation Awards have recognized new practices that improve customer experience, result in strong business impact and advance the field of customer experience for other organizations, says the company. A panel of industry experts selected five winners.
National was recognized for its customer service commitment via its Emerald Exchange Community, a private group of frequent travelers who are members of a loyalty club program.
"We see the members of our Emerald Exchange Community as the eyes and ears of our team," said Carol Jones, National Car Rental’s director of insights & intelligence. "As frequent travelers, our community members continuously visit these locations — these airports — and they come back to us with photos, videos and narratives about what they've seen and experienced. They really are an extension of our team and their insights are truly invaluable."