The Customer Experience/NPS (Net Promoter Score) program at Sleep Number is ranked among customer experience leaders like Apple, Amazon, Costco and Southwest. This and the Lean Six Sigma initiative received honorable mention in the 4Q 2010 earnings call for Sleep Number. Bill McLaughlin, President and CEO quoted during the earnings call: “Sleep Number customer satisfaction, […]
Meijers Insurance is a highly respected Dutch insurance broker which was established in 1973. Ever since its founding, the company has seen strong growth and has been known for its service-oriented customer focus and specialized industry knowledge. Over the years, the growing workload was resolved by hiring more people. “We now have more than 260 […]
At the time of writing, course participant Aleid Vos is employed at Webhelp, a business process partner specializing in customer experiences for various major global brands, including the four largest banks in the Netherlands. They employ between 100 and 200 customer advisors. It was here that Aleid Vos initiated the Lean Six Sigma project with […]
Our training participant Tessa Huijsman project focused on the turnaround time for maintenance services on rail vehicles. It was decided that rail vehicle maintenance should not inconvenience passengers, but maintenance does have to be carried out regularly. Therefore, maintenance services and repairs need to be carried out as quickly as possible during a specific time. […]
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