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

CustomerGauge

JANUARY 27, 2016

Starting a Net Promoter program is about improving your customer experience and boosting your customer loyalty, but before you start wowing customers you have to survey them. And part of that process is deciding what type of survey to conduct: relationship, transactional or both. How do I use relationship surveys?

Surveys 75

Surveys B2C B2B Airlines 75

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. And the easiest way to get customer feedback is by using customer satisfaction surveys. And the easiest way to get customer feedback is by using customer satisfaction surveys. Table of Contents What is a customer satisfaction survey?

Surveys 98

Surveys Feedback Customer Support Wireless 98

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

ProProfs Blog

AUGUST 19, 2020

Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. . Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies.

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

ProProfs Blog

SEPTEMBER 17, 2021

Imagine asking the above questions in a market research survey. The above survey questions fall in the category of leading questions and loaded questions. Usually, these biased survey questions compel the survey respondents to answer in a particular way on the basis of assumptions, fear factor, admission of guilt, and more.

Surveys 78

Surveys Airlines Customer Service Accountability 78

Win the Customer

NOVEMBER 14, 2016

In one Social Habit survey , 32% of respondents said they expect a reply within 30 minutes of contacting a brand on social media. No list of companies that get customer service on social media is complete without mentioning the American airline JetBlue. 30% said they will switch to a competitor based on this alone! Conclusion.

Customer Service 145

Customer Service Airlines Marketing Banking 145

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. Some of these policy changes included: Additional annual training for all employees.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140

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). Managing social accounts these days go beyond knowing the right image size for your profile and cover photos. drop in the company’s shares in pre-market trading.

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

Toister Performance Solutions

JANUARY 29, 2019

I then launched a survey to ask readers for their feedback on three cover options. The survey was up for just a few days and a 135 people responded. After all, more than half of all survey respondents picked that option. Fortunately, I also included a comment field in the survey. Here were the results: Option A (28%).

Surveys 53

Surveys Airlines Accountability Feedback 53

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. It is also crucial that you send surveys post-purchases too. Self-Analysis.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

ProProfs Blog

JUNE 19, 2020

Net Promoter Score is primarily obtained through surveys. A typical NPS survey looks like this: The customer is asked to give a rating from a mark of 0 (not at all likely) to 10 ( extremely likely). For easy scheduling and management of recurring surveys, c ompanies are actively using the best net promoter score survey software.

Benchmark 117

Benchmark Surveys Feedback Entertainment 117

C3Centricity

OCTOBER 22, 2020

In the Janrain report “Brand Trust Survey” 48% of US internet users try to buy exclusively from companies they trust to protect their personal data. More than three out of five consumers say retail technologies have improved their shopping experiences, according to a survey by the National Retail Federation.

Advertising 143

Advertising Surveys Entertainment Airlines 143

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). Many companies do regular customer satisfaction surveys once or twice a year. Importance of Customer Satisfaction.

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.” Simply create a customer satisfaction survey and understand the overall experience for your customers.

Self service 157

Self service Feedback Airlines Metrics 157

GetFeedback

JUNE 10, 2019

Even though we know how important understanding your customers’ needs are, we often fail in designing surveys and forms that actually work–forms that are easy for customers to fill in and for your team to process and extract conclusions from. Follow these tips to design feedback surveys that your customers will want to fill in.

Feedback 79

Feedback Surveys Airlines Benchmark 79

Toister Performance Solutions

JULY 11, 2019

He begs, needles, and cajoles customers into giving him good survey scores. At George's company, good survey scores are all that matter. What the study didn't account for was toxic employees who weren't fired. He manipulates survey results to keep his job. Toxic Employee Survey. Even worse, George is manipulative.

Advertising 87

Advertising Airlines Surveys Morale 87

Customer Relationship Metrics

JULY 26, 2017

You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. 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?”. Why is that? Ownership.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Toister Performance Solutions

MAY 7, 2020

Making customers repeat information, such as account numbers. The customer wants to use airline miles to travel on a Monday, but the flight is sold out. The company provides a machine learning platform to identify customer effort in customer service calls without using a survey. Confusing or broken self-service options.

Customer Service 111

Customer Service Self service Wireless Advertising 111

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. And the easiest way to get customer feedback is by using customer satisfaction surveys. And the easiest way to get customer feedback is by using customer satisfaction surveys. Table of Contents What is a customer satisfaction survey?

Surveys 52

Surveys Feedback Customer effort Customer Support 52

GetFeedback

JANUARY 6, 2020

On the selling (vendor) side, there are salespeople, customer support reps, accounting personnel, manufacturing, accounting, legal, and more. Examples might include shoppers at a store, a personal banking account, or cell phone service. Seriously, no one wants to be thought of as an “account” or “customer number.” .

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Netomi

SEPTEMBER 20, 2021

Once you have an account, it’s as simple as CC x.ai SurveySparrow is a software platform for conversational surveys and forms. The platform bundles customer satisfaction surveys (i.e., Net Promoter Score (NPS), Customer Satisfaction Score (CSAT) or Customer Effort Score (CES) and Employee Experience surveys (i.e.,

Chatbots 126

Chatbots APIs Surveys Analytics 126

Kayako

OCTOBER 20, 2015

At Kayako, we recently ran a survey of our own and found that 60% of consumers would be unlikely or very unlikely to return to a company that had provided them bad service in the past, even if a trusted friend recommended that the service had improved. If I’m going to build this, how does it affect me later when I have to support the user?

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

CSM Magazine

JANUARY 27, 2025

Surveys : Email surveys or pop-up forms on your site can quickly collect valuable input. Nobody expects things to run perfectly all the time, but they do expect accountability. Offering Loyalty and Incentive Programs Why do people keep going back to their favorite coffee shop, hotel, or airline? Simpleloyalty programs.

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

Global Response

JANUARY 9, 2023

For example, customer focus can include things like: doing customer research and surveys. Southwest Airlines. If you’ve spent any time traveling—or talking to people who do—you’ll notice that Southwest Airlines has a sizable following, a rarity for airlines. creating personalized customer experiences. and more!

Airlines 62

Airlines Customer centricity Feedback Metrics 62

Noble Systems

JULY 15, 2019

Let’s take a look at a typical airline customer’s experience (without AI) whose flight has been cancelled due to weather. Jim decides to log onto the airline’s website to search for a new flight. After 30 minutes Jim gets frustrated and calls the airline. All the flights to Chicago O’Hare are cancelled or full.

Customer Care 70

Customer Care Abandon rate Self service Airlines 70

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. A super simple NPS® survey sent out by AskNicely – our emails generate a 38% response rate!

Marketing 60

Marketing SaaS Airlines Surveys 60

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. For example, a busy working mom might not have time to participate in a customer survey, but a college student might.

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. For example, a busy working mom might not have time to participate in a customer survey, but a college student might.

Customer Experience 78

Customer Experience Airlines Metrics Feedback 78

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. 3 Reasons You Don’t Need a Survey to Listen to Customers. Five Ways to Make Your Surveys Matter. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

C Space

JUNE 23, 2020

A conservative activist was barred by American Airlines after being removed from a flight when he refused to wear a mask. The passenger, Brandon Straka, recorded his exchange with an airline employee on Wednesday after boarding the plane and shared it with several media outlets. Preliminary retail figures showed turnover rose 16.3%

Airlines 52

Airlines Transportation Entertainment Advertising 52

CX Journey

AUGUST 22, 2014

How many times have you called a company, entered your account information or phone number into the IVR, only to have to give it again to the person who actually takes your call, and yet again to every person you are transferred to? Really listen to customers - not just through surveys but also through various channels, e.g., social media.

Customer Experience 66

Customer Experience Airlines Journey mapping Interactive Voice Response 66

Serenova

OCTOBER 24, 2019

According to a recent Vanson Bourne survey of 3,000 US and UK consumers, the vast majority (94%) of respondents say customer experience impacts whether they would make the decision to move from one brand to a competitor. Yet, Halloween-like horror stories of bad customer service have become perennial social and mainstream media headlines.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

Comm100

OCTOBER 17, 2017

On Reddit, they created fake accounts to try and scare their customers into believing that these supposed arrests were already happening. After hours of repeated threats and curses, Amy’s Baking Company updated their Facebook, saying (instead of apologizing) that their social media accounts had been hacked.

Customer Service 71

Customer Service Customer Care Surveys Feedback 71

Comm100

JANUARY 14, 2016

In a March 2015 report , eMarketer predicts that Facebook and Twitter will account for a full one-third of all digital advertising by 2017. However, you will need much more than just a Facebook page or Twitter account to provide effective customer service via social media platforms.

Customer Service 0

Customer Service Self service Advertising Airlines 0