The Irony of Customer Service in the Digital Age
Sure, any company would jump at the chance to use technology to reduce labor costs. But it also comes with some big, red, flashing warning lights.
April 9, 2018
Sure, any company would jump at the chance to use technology to reduce labor costs. But it also comes with some big, red, flashing warning lights.
April 9, 2018
Not caving to a customer with a blatant agenda may have consequences, especially for a small rental company that relies on stellar Yelp ratings to advertise. But business integrity must prevail.
September 15, 2016
Better technology, education, transparency, and a way to show the correlation between price and customer service are needed.
May 3, 2016
They say customer service is the new marketing. A recent experience on Virgin America validates that point.
January 25, 2016
In the midst of a new round of car rental company buyouts, the successful independent is becoming a rare commodity.
August 25, 2014
Some say this attitude is more prevalent in the millennial generation. Trend or not, your focus should be on dealing with it effectively.
July 22, 2014
J.D. (Dave) Power opens up on customer engagement, right and wrong sales tactics, the power of information and the evolution of how we buy cars.
June 11, 2014
Digging into the J.D. Power and Associates Rental Car Satisfaction Study reveals ways to combat the low-rate game, as well as one proven tip for improving your customer satisfaction score.
November 9, 2012
The results of the 2012 J.D. Power and Associates Rental Car Satisfaction Study bring the issue of the smaller and larger brands into focus.
November 9, 2012
In a year in which the industry increased its overall score for the second year in a row, an independent takes the prize.
November 15, 2011
Stuart Greif, the director of the study for J.D. Power and Associates, drills down past the circle scores to analyze the factors that produced this year’s results. Factor number one—the economy, stupid!
November 17, 2010
It's hard to know what a customer has been through before he gets to the counter.
November 25, 2009
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