Airlines Coaching Feedback 
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.
The Northridge Group
NOVEMBER 30, 2021
While offering an apology to a customer is often the best an empathetic associate can do, compassionate associates are empowered to tell customers they appreciate their feedback, offer reasonable solutions and pass the feedback on to management. Treat feedback as a gift.
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CX Accelerator
APRIL 30, 2018
The feedback might be slow at first, but it will get them thinking of the customer experience and soon they will share amazing insights and suggestions to creating a positive and impactful journey for your customers. This concept was first introduced by Scandinavian Airlines president Jan Carlzon in the 1980s.
Lumoa
DECEMBER 7, 2022
By combining these companies’ consultancy and feedback analytics solutions, this partnership will be a powerhouse for delivering exceptional customer experiences. Additionally, both worked as Directors in Customer Experience within KLM before, and have high knowledge in the airline sector. NPS, CSAT, online ratings.
Babelforce
SEPTEMBER 15, 2021
Experienced employees can provide real-time coaching and feedback, which many of them sincerely enjoy doing! These sweeping changes had an immediate impact: the airline soon recorded a 12% increase in the ratio of customer compliments to complaints. #11 13 Provide quality feedback. 4 Go beyond scripts.
SharpenCX
APRIL 8, 2020
Rather than dedicating a few agents to email interactions and barring a few others from using chat, coach agents on best practices to handle each channel. Serve coaching opportunities to agents in-queue. Don’t make agents leave their queues to get the support and valuable coaching they need to problem-solve during interactions.
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.
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