Customer service has always been a centerpiece of convention center operations. It is closely linked to the city’s reputation and inevitably all fundamental KPIs. It consists of everything from parking available to taking orders, to rendering service, and to handling complaints. For our business, there are at least three classes of customers, all with different touch points and needs; event organizers, exhibitors, and event attendees. Exhibitors are probably the most important because the service delivery is more complex, time-sensitive, and intimate. Center labor from carpenters and electricians to someone who empties the trash all interact with exhibitors.
These KPIs are useful because of the following reasons:
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