Manufacturing; Medical Device; Pharmaceutical; Energy; Utilities; Aerospace; Financial Services; Electronics; Telecommunications; Newspapers; Service; Banking; Health Care; Insurance; Chemical; Computers; High Tech; Shipping; Distribution; Automobile; Office Equipment; Consumer Products; Publishing; Computer Software; Multiple
3Com; 3M; Acipco; Alagasco; American Airlines; American Express; Analog Devices; Anheuser-Busch; AOL Time Warner; Armstrong Building Products; AT&T; Auburn Citizen; Avis; A.G. Edwards; Bank of America; BankOne; Boeing; Chaparral Steel; Chemical Bank; Cigna; Citigroup; Corning; Daily Oklahoman; Dow; Eastman Chemical; Eaton Corp; EDS; Exxon Mobil; FedEx; Fidelity Investments; Fingerhut; First Chicago Bank; Ford; General Electric; GEIS; GM Volvo; Herman Miller; Honeywell; IBM; Kaiser Permanente; KFC; Louisville Courier-Journal; MBNA; McGraw-Hill; Merix; Michigan Consolidated Gas; Microsoft; Motorola; National Semiconductor; Northwestern Mutual; over 50; over 50 companies profiled; OKI Telecom Data; Oura Oil; Pitney Bowes; Rich Products; Richmond Times-Dispatch; Ritz-Carlton; Saturn; Spectrum Foods; Standard Hotel and Casino; State Farm; StorageTek; Tenneco; The Macon Telegraph; Toyota; TRW; USAA; USDOT; Varian; Verizon; Verizon Wireless; Xerox
The Best Practices, LLC systematic research model for world-class service is based on Malcolm Baldrige Quality Award Criteria. This report is a response to the growing importance of customer service in distinguishing your company from your competitors. In response to this important trend, Best Practices, LLC launched a study researching the customer service process at over 95 leading companies in over 20 industries.
Our analysis has identified the effective and innovative practices that top companies use to create superior customer service. These best practices are divided into four key areas including: Customer Focus, Human Resource Management, Process Management and Leadership.
Although many resources for improving customer service exist, few have identified the specific practices that enable world-class customer service. This study delivers both qualitative and quantitative insights that are invaluable to senior executives, directors and managers seeking to improve their customer service processes. This integrate body of knowledge drawn from over 95 companies is far greater than what any single company has implemented. It provides a navigational compass that can guide your company's efforts to create a world-class customer service process.