Since its formation in 1975, Addison Lee Group has grown to become one of the world’s largest managed premium car services. The group now operates across some 350 cities worldwide, expanded recently with the acquisitions of Tristar and Flyte Tyme, and now completes over 10 million customer journeys a year.
Addison Lee Group needed a way to formalise its customer feedback activities, and wanted a more responsive approach that would allow it to capture its Voice of the Customer efficiently.
Addison Lee engaged with Sabio to deploy its Bright Navigator post-call survey tool and to benefit from real-time customer satisfaction surveying as part of its Voice of the Customer programme.
Addison Lee Group was able to deploy Bright Navigator and accelerate its Voice of the Customer programme. Results include:
- Consistently delivering an NPS score that’s above the UK average
- Gaining immediate insight into key issues impacting customers
- Being able to identify the company’s real NPS and CSAT drivers
Video: ‘Creating Next-Gen Customer Experiences in Utilities’ panel discussion
In the panel discussion, Sabio's Chief Innovation Officer, Stuart Dorman and key speakers discusses 'Creating Next-Gen Customer Experiences in Utilities
White Paper: CX Realities 2021 – The story of CX response to COVID-19 continues…
The pandemic is still proving the most powerful catalyst for change in living memory. Sabio's latest CX Realities report explores how organizational reaction to the pandemic has evolved since our last poll during the summer.
Blog: Creating Next-Gen Customer Experiences in Utilities
One of the online panels at this year’s ‘Future of Utilities Summit’ focused on the shape of things to come for customer experiences, and I was pleased to be invited to discuss this with Eileen Brown (Customer Experience Director at Northern Gas Networks), Mark Royle (Chief Executive Officer at Zebra Power) and our moderator Sarah Lockett.
Blog: How retailers can use digital tools to reduce post-Christmas returns and provide a better CX
Tis the season of gift-giving – and returning. January sees retailers flooded by returns as consumers send back unwanted gifts and regret those sales bargains. The cost to shops of this activity is huge. But there are some simple things retailers can do to support customers and reduce returns.
Blog: To save the high street, retailers need to rethink their approach to customer experience
The British high street is not dead. There, I’ve said it. Yes, Debenhams and the Arcadia Group stores are closing. Yes, the pandemic has put high street stores under immense pressure. But I don’t think this is the end of our town and city centres. I think this is an opportunity to transform the retail industry and start afresh. We need to start by rethinking our approach to customer experience (CX).
Report: The UK Contact Centre Decision-Maker’s Guide 2020-21
The "UK Contact Centre Decision-Makers' Guide (2020/21 - 18th edition)" is the major annual report studying the performance, operations, technology and HR aspects of UK contact centre operations.
Case Study: How AI-powered interactions and intelligent routing, allowed M&S to be more responsive to customer needs
The modern-day call centre has taken some significant technological advances over the past few years and multinational retailer Marks & Spencer want to stay ahead of the curve.
Blog: What is customer experience?
Find out what customer experience or ‘CX’ is and why it matters. Discover how to improve customer experience to benefit both your business and your clients.
Blog: What is a customer experience strategy?
A customer experience strategy is vital to help businesses navigate both the good times and the bad. It’s your plan of action to help you focus on your priorities and deal with issues when they arise. Find out everything you need to know about customer experience strategy.
Case Study: loveholidays uses Twilio Flex to Improve Agent Productivity by 20%
For over four months, travel agencies like loveholidays have been forced to refocus their customer service agents from bookings onto cancellations.
Blog: How psychological safety (and Aristotle) can help you beat the competition
CX Educator Sandra Thompson talks psychological safety and how it could help your teams operate on a whole new level.