|
UK retail chain WHSmith is applying business intelligence to customer relations with demonstrable effect.
Store of goodwill - Part 2 | Part 1
Motivational value
WHSmith also uses the information to motivate employees, by celebrating successful customer feedback both within the customer service team and throughout WHSmith both corporately and in-store. “We use BusinessObjects to measure and communicate that success and consequently disseminate good practice throughout WHSmith,” says Welsh.
Perhaps as a result, the customer services team has won a number of industry awards. The most recent was Customer Services Professional of the Year 2000, awarded to Welsh.
More...
If you are not registered with the site, please register now to read the rest of this page.
If you are registered, please sign in to read the rest of this page.
International Consultants' Guide 2002
Copyright © 2002 |
 |
| 
Market Overview