Maintaining Exceptional Customer Experience
As the world’s largest shared economy hospitality company, our client is passionate about its community experience. Over the last ten years, it has grown exponentially, driving record customer NPS scores and landmark business valuations. But this success hasn't come without its challenges.
As the organization has grown, so too has the need to deploy more customer experience management operations. It is crucial that both its hosts and guests receive the best customer experience possible. As well as this, maintaining the same levels of service when launching new pilot programs demands a partner that can effectively deliver in multiple markets while succeeding with consistent performance.
To maintain its leadership position, our client must continue to innovate. This requires a technology partner experienced in implementing new pilot programs, maintaining existing processes, and supporting cost-effective global launches.