SharpenCX

JANUARY 15, 2020

First up: Alaska Airlines. Alaska Airlines has been steadily climbing on the ACSI Index since 2015. And last year, they were the only airline to push past the 70 th percentile, reaching 80% satisfaction and nabbing the number one Customer Satisfaction score in the industry. There’s a lot to love about Alaska Airlines.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

PeopleMetrics

FEBRUARY 13, 2018

On a recent fight on American Airlines, however, I experienced the opposite of an easy experience - it indeed had quite a bit of friction and effort. Using Gogo internet, which has been American Airline’s provider since this sort of thing was possible on airplanes, I had an account where all my credentials were stored on my computer.

Airlines 66

Airlines Customer effort Accountability Consulting 66

GetFeedback

JUNE 10, 2019

We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle. It’s not uncommon for companies to struggle to gather feedback that is actually useful or even get enough responses. What makes a feedback form work? Make intentional questions.

Feedback 79

Feedback Surveys Airlines Benchmark 79

Fonolo

DECEMBER 6, 2017

The list is determined by the number of tweets, with the phrase “on hold with”, directed to a brand’s account. The Worst Offenders Include Apple, Amazon, Airlines and 7 on Your Side: Apple, Verizon top ‘on hold’ complaints list ). Delta Airlines! How Customers Feel About Customer Feedback. Plus So Much More!

Airlines 0

Airlines Telecommunications Benchmark Call Center 0

Nicereply

DECEMBER 8, 2020

When should agents be held accountable for bad CSAT scores? There are several situations where your agents should be held accountable for a bad CSAT score. says Colleen Barrett , Southwest Airlines President Emeritus. Agents can only be held accountable for situations that they have full control over. It’s not my fault!”

Accountability 66

Accountability Airlines Feedback Customer Service 66

ProProfs Blog

JULY 19, 2019

A simple Google search query containing the terms “united airlines passenger” takes you directly to that incident. The result of this was severe online backlash from people all around the world and resulted in many policy changes for all airlines. Collect Customer Feedback : Your customers are your best advisors.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140

AskNicely

NOVEMBER 29, 2016

On my favorite airline, and I’m a patriotic points collector. The airline did a poor job of sorting it out and I was disappointed because there were things that could have been handled better (mainly that my bag had got wet, left on a frozen runway somewhere for two days in the rain and then returned to me as a block of ice.

Surveys 74

Surveys Airlines CRM Feedback 74

Nicereply

SEPTEMBER 2, 2020

A great example of this has been demonstrated by United Airlines. You might recall the recent bad customer service of United Airlines and how that’s affected them (hint: customers and employees are not happy). The Feedback of Customer Satisfaction. Soon loyal customers may start to leave. The NPS question! ).

Airlines 126

Airlines Morale B2C Customer advocacy 126

ProProfs Blog

AUGUST 28, 2020

In his recent podcast with Ronn Torossian – Crisis Management and Customer Experience , Shep Hyken discusses the example of United Airlines. Hyken expresses how such incidents lower “our expectations of airlines.” For this, first, capture customer feedback. Act on Your Customer’s Feedback. Common problems they face.

Self service 157

Self service Feedback Airlines Metrics 157

ProProfs Blog

JANUARY 17, 2020

Not only did they report this news of United Airlines, but they also reported that the passenger faced severe injuries. . The best way to go about this is to hire a dedicated team that takes care of all social media accounts. Negative Customer Feedback. Complaints are different than receiving negative customer feedback.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

VocalCom

FEBRUARY 27, 2018

Many industries are using chatbots in this capacity with great success—notably, the airline and banking sectors. United Airlines uses a chatbot called AutoPilot to help customers with all their flight information needs, while Bank of America’s “Erica” chatbot helps customers with nearly every aspect of account management.

Chatbots 90

Chatbots Customer Service Airlines Contact center software 90

ProProfs Blog

OCTOBER 31, 2018

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. Bad reviews tend to go viral (as in the case of United Airlines). educational and entertaining emails, asking for feedback, curated content). Despite its CEO’s apology, the overwhelming online backlash led to a 6.3% Sync Social.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

Stratifyd

MAY 14, 2019

The American Customer Satisfaction Index (ACSI) released its annual travel report and found that customer satisfaction in the airline industry has increased by 1.4%. So, are airlines actually motivated by commitment to customers, or are they just focusing on the pricing competition to get more business? If so, you’re one of few.

Airlines 40

Airlines Entertainment Surveys Upselling 40

CSM Magazine

FEBRUARY 5, 2025

Tasks such as order tracking, refund requests, or account updates are often completely handled by these virtual assistants, reducing wait times for customers. Predictive Analytics and Sentiment Analysis AI algorithms analyze customer behavior , feedback, and conversations to understand sentiment and predict future needs.

Contact Center 52

Contact Center Chatbots Analytics Airlines 52

Branch Mesenger

APRIL 3, 2018

And considering the sheer number of flights that take off every day, it’s astounding to calculate the sheer numbers involved in this corner of the airline industry. At any given moment, the skies above you see many airlines criss-crossing their way across the country. The old-school paper-based way of scheduling airlines.

Airlines 48

Airlines Technology Accountability Feedback 48

Enghouse Interactive

JULY 29, 2020

Delivering this consistently means trusting and empowering your people, as this second case study from Alaska Airlines shows. #2: 2: A Case Study to #MakeMomProud: Alaska Airlines Decided that Employees Can Make It Right. Everyone at Alaska Airlines is held accountable, given permission, and trusted to help a customer in need.

Airlines 40

Airlines Chief Customer Officer Accountability Personalization 40

AskNicely

NOVEMBER 29, 2016

On my favorite airline, and I’m a patriotic points collector. The airline did a poor job of sorting it out and I was disappointed because there were things that could have been handled better (mainly that my bag had got wet, left on a frozen runway somewhere for two days in the rain and then returned to me as a block of ice.

Surveys 60

Surveys Airlines CRM Feedback 60

Kayako

MAY 13, 2022

Self-service portals provide the foundation of modern customer care by allowing customers to help themselves with information about products, services, the company, account information, and order status. The portals also automate routine customer issues such as changing account information or passwords. Privacy policies.

Self service 110

Self service Airlines Accountability Customer Care 110

C3Centricity

OCTOBER 22, 2020

OK, they are offering a free burger in return, which is generous, but I almost clicked on the “email us” button in the middle of the contact page on their website, when I was looking to contact them for a different reason than giving them feedback on their restaurants. Getting us to download something we didn’t want.

Advertising 143

Advertising Surveys Entertainment Airlines 143

ProProfs Blog

JUNE 19, 2020

In general, the low rating is assumed to be negative feedback, middle rating is taken as average feedback, whereas high rating is touted as the positive feedback. Airlines. They offer impeccable customer support offering a transparent window for customer’s to make complaints, requests, and give feedback. .

Benchmark 117

Benchmark Surveys Feedback Entertainment 117

CustomerGauge

JANUARY 27, 2016

For example, an airline might choose only to survey its economy class customers, as it knows that 1st class and Business class experiences high loyalty. In a sector like the airlines, it is possible to divide up the customer experience and measure just those segments that you wish to improve.

Surveys 75

Surveys B2C B2B Airlines 75

CSM Magazine

JANUARY 27, 2025

Gathering Customer Feedback If you want to know what your customers need, asking them directly is the simplest place to start. Feedback provides unfiltered insights into their expectations, frustrations, and wishes. Think of feedback as a map. Use multiple methods so youre not limiting yourself to one perspective.

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

GetFeedback

JANUARY 6, 2020

customer feedback data), involving customers, and defining customer outcomes. . In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. Examples might include shoppers at a store, a personal banking account, or cell phone service. Sorry, not quite.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Global Response

JANUARY 9, 2023

using customer feedback to inform future product or service decisions. As you move toward a customer-focused mindset, it’s important to make sure you regularly measure feedback from your customers on their experiences. As a result, it’s important to check in with your customers directly and use their feedback to keep improving.

Airlines 62

Airlines Customer centricity Feedback Metrics 62

Kayako

OCTOBER 20, 2015

Wufoo co-founder, Kevin Hale describes support driven development as : “Injecting humility, accountability and responsibility into the development process by making sure the creators are also the supporters. The airline could have put the coat on a later flight and the customer would have been just as grateful.

Customer Service 93

Customer Service Airlines Customer Support Engineering 93

Quiq

FEBRUARY 3, 2023

Whether a hotel, airline, car rental company or experience provider, you can provide superior service to your customers without overworking your support team. In 2019, the travel and tourism industry accounted for 1 in 10 jobs around the world. Airlines and car rental companies also dropped 1.3% Travel is back, but labor is not.

Customer Service 80

Customer Service Airlines Chatbots Feedback 80

CX Journey

JUNE 23, 2015

Herb Kelleher, Southwest Airlines How, then, do we get to this state of nirvana? I’ve never had control, and I never wanted it. If you create an environment where people truly participate, you don’t need control. They know what needs to be done and they do it.” First and foremost, no one can make an employee engaged. It doesn't work that way.

Employee engagement 81

Employee engagement Airlines Coaching Feedback 81

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. With actionable feedback, organizations can make informed decisions. And the easiest way to get customer feedback is by using customer satisfaction surveys. Offer an incentive 6.

Surveys 98

Surveys Feedback Customer Support Wireless 98

Customer Relationship Metrics

JULY 26, 2017

Ownership over Accountability. When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. She states that if you believe people need to be held accountable, what is YOUR underlying belief? Why is that? Ownership.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Toister Performance Solutions

JANUARY 27, 2022

He scanned the report while tuning out my feedback, saying "Nope" anytime he saw a score he disagreed with. It wasn't until much later that I discovered a way to give clear, unvarnished feedback without agents getting defensive about the score. rather than focusing on feedback." The agent was fixated on the score. The solution?

Contact Center 69

Contact Center Airlines Construction Feedback 69

customer sure

FEBRUARY 26, 2018

And if you want to get honest feedback from your customers, they need to trust that you’re listening. For example, I remember sitting through the safety briefing of a US airline and the member of cabin crew who delivered it seemed to be going for a speed record. Your account is now due for settlement. Don’t be anonymous.

Customer Service 101

Customer Service Airlines Enterprise Banking 101

Chad Schaeffer

JUNE 17, 2013

The emergence of Facebook and Twitter has given consumers like you and I a new convenient channel to interact with the companies we do business with like grocery stores, airlines and restaurants. A few days ago I posted a comment on the Delta Airlines Twitter account. Interested? The first example is Kroger on Facebook.

Airlines 54

Airlines Customer Care Interactive Voice Response Accountability 54

Lumoa

SEPTEMBER 11, 2023

Consider the following scenario: A customer learns a new airline will be operating flights in their city. Their customer experience will begin long before they board their first flight with the new airline. Connect with your existing customer base through surveys and feedback forms.

Customer Experience 78

Customer Experience Airlines Metrics Feedback 78

Lumoa

SEPTEMBER 11, 2023

Consider the following scenario: A customer learns a new airline will be operating flights in their city. Their customer experience will begin long before they board their first flight with the new airline. Connect with your existing customer base through surveys and feedback forms.

Customer Experience 78

Customer Experience Airlines Metrics Feedback 78

Natalie Petouhof

SEPTEMBER 1, 2016

Constellation often hears comments such as “the ROI of social media can’t be calculated because there are too many unknowns” or “don’t worry about the ROI – social media is very tactical – just start doing it – get a Twitter handle, a Facebook page, a Pinterest account.” Airline Example of Customer Social Media Cost Calculation.

Airlines 45

Airlines Customer Service Customer Care Metrics 45

AskNicely

NOVEMBER 24, 2016

Now of course, AskNicely is used by a massive range of businesses from power companies to airlines, but we still have a real sweet spot for the SaaS industry and that’s what I want to talk about. We see the combination of AskNicely and Intercom as the opportunity to create the ultimate setup for SaaS businesses to collect customer feedback.

Marketing 60

Marketing SaaS Airlines Surveys 60

ProProfs Blog

SEPTEMBER 17, 2021

This could be to obtain favorable feedback from the respondents for your organization’s larger benefit. b) “Did you enjoy the amazing airline experience with us today? Preferably, conduct an external review to ensure more transparency and accountability of the survey process. How do you rate us on our service?”.

Surveys 78

Surveys Airlines Customer Service Accountability 78