Turn on Great Customer Service—A Little Disney Magic Helps Light the Way

摘要

Customer satisfaction with electric utilities has declined for a second consecutive year, according to the J.D. Power and Associates "2012 Electric Utility Residential Customer Satisfaction Study." Looking to reverse the trend, companies are turning to experts outside the industry for guidance to differentiate themselves in customer experience. For decades, The Walt Disney Co. has been regarded as the benchmark in creating a powerful customer experience culture.