As contracting of public transport services increases in sophistication, there is a growing focus on an increasing number of key performance indicators that emphasis service quality. Although contracts won under competitive tendering or by negotiation are assessed on a number of evaluation...

Introduction: what is customer experience : and why is it important? -- The customer experience today and tomorrow -- The current state of customer experience -- Customers want to do business on their terms -- The growing role of technology in customer experience -- Cleaning up a mess of big...

Introduction -- Getting to ahhh! -- The service design revolution -- Service design and your strategy -- The first principle: the customer is always right--if it is the right customer -- The second principle: don't surprise and delight your customer--just delight -- The third principle: great...

Machine generated contents note: Part I Customer Success - The History, Organization, and Imperative Chapter 1: The Recurring Revenue Tsunami: Why Customer Success is Suddenly Crucial Chapter 2: The Customer Success Strategy: The New Organization vs. The Traditional Business Model Chapter 3:...

"Since the first few airline tickets were sold online in December 1995, global online travel has grown to generate half a trillion dollars in annual revenue. This development has brought significant changes to airline businesses, travel markets, and consumers. Today, airlines worldwide not only...