September 2017
Beginner to intermediate
272 pages
4h 32m
English
book
The High Roller Experience: How Caesars and Other World-Class Companies Are Using Data to Create an Unforgettable Customer Experience
by David Norton
Content preview from The High Roller Experience: How Caesars and Other World-Class Companies Are Using Data to Create an Unforgettable Customer Experience
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CHAPTER11
Measuring Service and Driving Customer Satisfaction
I have been very fortunate to work at several companies where there were sophisticated processes to measure customer service and drive enhanced customer satisfaction. At MBNA, there were 14 key metrics that were prominently displayed in high-traffic areas of the office for everyone to see how the company was performing in service. These scores drove frontline and management bonuses, and as I described earlier, they were taken very seriously by the CEO. Above every door at MBNA appeared ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.