Case study: from the most ridiculed to the most respected

Colin Shaw

Chapter 11 in Revolutionize Your Customer Experience, 2005, pp 181-197 from Palgrave Macmillan

Abstract: Abstract Knowing Kevin Whiteman, the Managing Director of the Kelda Group, as well as I do, I am sure he will not mind me saying that it is not the most glamorous of companies. The group is made up of Yorkshire Water, Loop Customer Management, Aquarion (a water company based in Connecticut in the United States), and Keyland Developments (a property management company).

Keywords: Call Center; Water Company; Customer Experience; Engaging Customer; Loyal Customer (search for similar items in EconPapers)
Date: 2005
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DOI: 10.1057/9780230513457_11

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