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SQ signed a contract with Accenture in 2013 to develop a holistic system to better service its clients.
The new system will help staff across different touch points to more quickly understand a customer’s needs, creating opportunities to deliver the right service with greater efficiency. The system will also provide the foundation to enhance analytical capabilities in a later phase.
I sat on a flight yesterday and was wondering what has changed since then. The only changes I can see are the culling of the PPS Coordinators in 2014 (a move that definitely did not increase the customer experience) and the introduction of the Solitaire Birthday Upgrade (which was a nice move).
Calling on all SQTalkers: Where is customer service today better than it was in 2013? Where is it worse?
The new system will help staff across different touch points to more quickly understand a customer’s needs, creating opportunities to deliver the right service with greater efficiency. The system will also provide the foundation to enhance analytical capabilities in a later phase.
I sat on a flight yesterday and was wondering what has changed since then. The only changes I can see are the culling of the PPS Coordinators in 2014 (a move that definitely did not increase the customer experience) and the introduction of the Solitaire Birthday Upgrade (which was a nice move).
Calling on all SQTalkers: Where is customer service today better than it was in 2013? Where is it worse?
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