Travelzoo - Delivering 100% Satisfaction, 100% of the Time
Company: Travelzoo, New York, NY
Company Description: Travelzoo is a global media commerce company. With more than 29 million members in North America, Europe and Asia Pacific and 25 offices worldwide, Travelzoo® publishes offers from more than 2,000 travel, entertainment and local companies. Travelzoo's deal experts review offers to find the best deals and confirm their true value.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Other Service Industries
Nomination Title: Delivering 100% Satisfaction, 100% of the Time
Tell the story about what this nominated team achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
When Travelzoo set its vision to attain “100% Happy” members, we trusted our customer service team to deliver “100% satisfaction, 100% of the time.” According to Lisa Oswald, senior vice president of customer service, “Our front-line service team is deeply attuned to our members’ wants and needs. We believed if we could define a ‘perfect customer experience’ our team would deliver it, day after day.” And they did – in the most recent 13 months (July 2016 – August 2017), every customer-facing KPI score that counts is climbing higher!
See how Travelzooachieved:
-CSAT rating of 92
-NPS score of 83
-67% improvement in lowering customer effort
-First call resolution rate of 87
-Member referral rates 3x higher than internal member acquisition campaigns
*Results charts attached tell the story in data.
The Perfect Service Experience
What makes this achievement extraordinary is, that in the prior year (April 2015 -- June 2016), CSAT improved dramatically by 9 points, from 81 to 90, and NPS rose 19 points, from 58 to 77, and FCR increased from 79 to 83. With performance already at an all-time high, and consumer expectations on the rise, how could we continue to improve at the same rate?
It starts with the right people and the right team structure. Thirty-five remarkable people are the front-line face of Travelzoo. They are a “one-stop shop” for our consumers and business clients, a team of universal agents handling sales and service across phone, email, chat and social media channels, 24/7. It’s a team with the authority to solve problems on the first call, whether it’s a $30 or $3,000 issue, without a transfer to another team or a supervisor escalation. They make it right, every time, no questions asked.
And continuous improvement ends with the front-line’s ability to build trust with our members and consistently use the processes we’ve designed to help them deliver happiness.
Even more data tells the story. Here’s how Travelzoo members currently rate our front-line team (as of Aug. 2017):
• CSAT for agent service interactions (measured by post-call email survey): more than one third of the team (35%) scored an aspirational 94 or better, with overall scores ranging from 78 to 98
• Average rating for service interactions (measured by Stella Connect real-time customer feedback survey) at 4.83 of a maximum 5 stars
The ROI of Customer Service
“While some might think gunning for 100% satisfaction is unrealistic – a real stretch goal – we believe our members expect, and deserve, nothing less,” says Oswald. “Our front-line team is building our reputation for service excellence and delivering on our brand promise to be a ‘trusted friend.’ Both are vital to the long-term success of our business.”
The last word is from Julie, a Travelzoo member who says she is “floored by our customer service” and “it has been so excellent, she just can’t believe it!”