Beyond Philosophy

AUGUST 8, 2016

As Customer Experience Consultants, we hear our clients worry about how much their Customer Experience program improvements will cost. This example of a high point in a Customer Experience from Southwest Airlines didn’t cost a dime—but it ended up on CNN Primetime, not to mention raising the spirits of the passengers on board.

Entertainment 264

Entertainment Airlines Consulting Consulting 264

Beyond Philosophy

JUNE 4, 2015

They included CarMax, BMW, Costco, Harley-Davidson, IKEA, JetBlue, Johnson & Johnson, New Balance, Patagonia, Timberland, Trader Joe’s, UPS, Wegmans, and Southwest Airlines. In the book, they have identified about 30 companies, from multiple industries, that met their criteria.

Airlines 360

Airlines Marketing Enterprise Advertising 360

CX Journey

APRIL 19, 2016

Kevin Kruse defines the ROI or the business impact of employee engagement (which is just one component or measure of the employee experience, along with trust, happiness, satisfaction, retention, etc.) as the Engagement-Profit Chain, which looks like this. That's insane. What about your company?

Employee engagement 56

Employee engagement Airlines Morale Metrics 56

CSM Magazine

OCTOBER 9, 2019

The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition. Research also clearly supports the argument that the morale and engagement of employees directly impact customer satisfaction. Recognition: Celebrate your customer service heroes.

Brand ambassadors 45

Brand ambassadors Airlines Morale Government 45

ijgolding

FEBRUARY 13, 2018

In one role the link between employee engagement and customer satisfaction is highlighted, with a focus on hiring and nurturing talent. You get airport ground staff throwing baggage around like they’re trying out for the rugby world cup and undermining your hard-won reputation as the most customer-centric airline on the planet.

Customer Experience 58

Customer Experience Customer centricity Journey mapping Airlines 58

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. He is a leadership employee engagement and customer service experience expert and keynote speaker through his consultancy brand at work.

Airlines 52

Airlines Employee engagement Finance Personalization 52

Netomi

JANUARY 5, 2023

Industries such as airlines, telecommunications, and hospitality have suffered losses in their CX quality as a result of environmental factors like rising costs, supply issues, and staffing shortages. It allows organizations to focus on specific areas or processes that need improvement instead of tackling everything at once.

Chatbots 52

Chatbots Scripts Airlines Customer Support 52

CSM Magazine

JUNE 21, 2018

A major airline responded to customer complaints by notifying customers of their “Customer First” initiative for employees. The airline went bankrupt and eventually was merged with a larger competitor. Research shows that high employee engagement leads to better customer engagement. Frontline Fanatics.

Customer Experience 40

Customer Experience Airlines Big data Technology 40

Livepro

JULY 17, 2018

His involvement in both inbound and outbound processes includes centres serving the energy, IT, banking, airlines, telecommunications, government, collections, credit card and insurance industries. Topic: ‘Demystifying multichannel customer experience’ Lyn Trewenack is the national consulting director for BBB Advisory.

Transportation 40

Transportation Government Multichannel Consulting 40

CX Journey

SEPTEMBER 8, 2016

If employees aren't happy, engaged, and equipped with the right tools and resources to do their jobs, then the customer suffers. So it's important that we listen to employees and find out what's keeping them from being able to delight customers. onboarding), exit surveys, stay interviews , 360 feedback loops, social media (e.g.,

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

GetFeedback

JANUARY 6, 2020

Some companies display posters of different personas to remind employees of who they are serving. . Think of other ways you can use personas as a tool for employee engagement and communications. Let’s take a B2C example, such as passenger airlines which have millions of customers. Source: Forrester .

Journey mapping 78

Journey mapping B2C B2B Surveys 78

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. appeared first on ClearAction Customer Experience Consulting.

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

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. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Russel Lolacher

FEBRUARY 27, 2023

Well, it turns out, we work a lot with kind of airlines or we work a lot with like utilities companies, if you’re out speaking to customers in their homes, whilst you’re fixing their boiler, you’re gonna find out some pretty interesting stuff about what they want. And so this is a driver of employee engagement.

Employee engagement 52

Employee engagement Feedback Consulting Consulting 52

Comm100

MAY 21, 2019

The conference kicked off with a keynote from customer service author, consultant, and trainer, Jeff Toister. Gaining buy-in, developing employee engagement, drawing insights from data, and tightening up processes are struggles that many without a cross-functional outlook might not be able to relate to.

Contact Center 60

Contact Center Surveys Best practices Metrics 60