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Today, being reactive with your customers is an exception and not the norm in today's competitive and cost-conscious business environment. By using proactive notifications to deliver personalized, relevant and timely information you can reach out to your customers before they reach out to you – and drive customer satisfaction up and contact center costs down. This is what I did at Delta Air Lines. I drove the Consumer Affairs Office to achieve the highest industry rankings ever by the company. Customer Care systems need to drive customer rankings by automatically contacting and resolving issues of Loyalty based customers with identifiable negative issues.
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