Beyond Philosophy

JUNE 11, 2015

What Publix does, instead of loyalty cards, is try different alternative approaches to build sales. Some retailers do more than emphasize the sales and service fundamentals. This has enabled Trader Joe’s to generate sales per square foot that are double the sales per square foot of Whole Foods.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Beyond Philosophy

JULY 10, 2017

One French bookseller reported a 10% increase in sales after using the technology. Airlines Are Using Spy Tech, Too. In our global Customer Experience consultancy, we suggest attending to the Emotional Signature®, which measures the level of their emotional engagement customers have with you. It works, too.

Airlines 313

Airlines Consulting Consulting Technology 313

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. But, there is little that is really new or trailblazing in this idea.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Beyond Philosophy

APRIL 15, 2019

Singapore Airlines, which has been consistently voted one of the top airlines in the world, has a strong customer service culture. In our global customer experience consultancy, we call this situation an inside-out approach or an environment focused on what is good for the company rather than what’s good for the customers.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Beyond Philosophy

MARCH 31, 2015

One industry consultant said that the new, high-tech branches are aimed at three customer personas: busy, gadget-centric millennials, Gen X soccer moms, and baby boomers who own small businesses. Branches allow for direct contact with individuals and businesses important for the sales of financial services.

Banking 310

Banking Airlines Self service Finance 310

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Bad profits are also when an airline charges you $200 to change a ticket for a flight six months out. The airline has no cost except the administrative effort, but they’ll charge anyway. appeared first on CX Consulting.

Airlines 273

Airlines Metrics SaaS Accountability 273

ShepHyken

OCTOBER 19, 2018

Travel agencies and airlines can learn your preferred times of year to take vacations and favorite destinations to help you schedule your trips in the future. Cameron Halcomb • Customer Experience Consultant, Emarsys • @cam_hassler • LinkedIn. AI helps connect people with the right representatives and/or content.

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

CCNG

JUNE 14, 2023

I quickly called the airline to see what could be done to rectify the situation. Still after 10 years, I remember that conversation with that agent, and go out of my way to use that airline. In my example, the airline empowered their agent to make a change. Worst yet, my husband was getting in 2 hours prior to my flight.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. A book that would convey my belief ‘SALES HEAPS BUT SERVICE REAPS’ … but in a fun way. Try it, it works!

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

CCNG

AUGUST 16, 2023

One of the best transaction surveys I’ve encountered is from Delta Airlines. Surveying shouldn’t be a feel-good exercise in your company – it needs to be taken seriously by every person to truly make the voice of the customer alive in your organization.

Surveys 195

Surveys CCNG Airlines Consulting 195

Beyond Philosophy

JUNE 9, 2022

Does that mean that we want to have small talk with a sales clerk? Airline employees were combing the queue to convince us to try it. My point is that they knew we passengers needed some help making the transition, and the airline invested in resources to train us. appeared first on CX Consulting.

Self service 221

Self service Airlines Chatbots Consulting 221

ShepHyken

AUGUST 26, 2016

I regularly consult with companies, associations and organizations that claim they give their employees power to make decisions but in reality pull the plug when they have an issue with decisions made. Read Shep’s latest Forbes Article: Recent Airline Service Debacles Remind Us: Communication Is Key. .

Customer Service 0

Customer Service Airlines Government Consulting 0

Outsource Consultants

SEPTEMBER 14, 2021

But why would anyone worry about potentially high sales volume? Delta Airlines is hiring 5,000 professionals to help support their customers, but still expects lengthy hold times (some as long as 9 hours) to persist into the fall. We can help you too — contact us today for a risk-free, no-cost consultation.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Up Your Service

MAY 3, 2017

For airlines, hotels, resorts and other companies in the travel and hospitality industry, this presents new challenges in terms of managing their reputation. Personalization and memorization deal with the fact that airlines or hotel brands should already know something about who I am and what I like.”.

Airlines 74

Airlines Scripts Call Center Transportation 74

Real Blue Sky

MAY 31, 2023

Gather data: Collect customer feedback, look at customer interaction data, and get insights from sales teams or customer service reps. These changes resulted in increased customer satisfaction and higher sales for the company. Schedule a consultation on us. Need help with your customer journey map? Let’s talk!

Journey mapping 96

Journey mapping Airlines Customer Experience Customer centricity 96

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). The shock does not come from Best Buy’s annual boost in sales. Despite its CEO’s apology, the overwhelming online backlash led to a 6.3%

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

Inbenta

JUNE 30, 2021

Gol Airlines. Gol Airlines. As one of the major Airlines in South America and Brazil, Gol Airlines was struggling to keep up with responses for all customer support requests. Some of the great features: It is connected with the Airlines systems. Contents: Introduction. TravelClub. Benefit Cosmetics.

Chatbots 105

Chatbots Airlines Healthcare Self service 105

CX Global Media

JULY 10, 2019

Jim has 30+ years of contact center outsourcing experience in inbound, outbound, chat operations, and social media management spanning across the globe; His expertise includes operational performance management, e-commerce sales and service with an impeccable track record of innovation and advanced business intelligence.

Contact Center 120

Contact Center Morale Coaching Chief Customer Officer 120

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

Andrew Mcfarland

SEPTEMBER 21, 2022

Marketing and sales activities also fall under this strategy. Even a budget airline may develop a customer lounge to attract new customers. Business development strategies must be implemented in conjunction with marketing and sales efforts. A good sales process will lead to a successful sales organization.

Sales 48

Sales Telecommunications Airlines Government 48

Skybridge

APRIL 6, 2020

Many customers who call the hotlines of airlines, retailers and financial-services firms, among others, encounter hours long wait times, hearing recorded messages saying help is currently unavailable. Javon Johnson, a professor at the University of Nevada, Las Vegas, recently drove to the airport to speak to a United Airlines Holdings Inc.’s

Airlines 76

Airlines Wait times Call Center Banking 76

JustCall

MARCH 23, 2023

Post greetings, IVR asks the customer to select from a series of prompts: “Press 1 for Sales”, “Press 2 for Support”, and so on. There is no transferring of calls or consultation with a colleague when the call comes to these agents. This can help a business identify user behaviors and requirements.

Interactive Voice Response 98

Interactive Voice Response Self service Abandon rate Telemarketing 98

GetFeedback

JANUARY 12, 2020

Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats. Southwest Airlines CEO Gary Kelly explained in a 2006 blog post : Open seating has allowed us to build a highly efficient operation by keeping the time our aircraft are sitting at our gate to a minimum. Some call it a “ cattle call.”

Journey mapping 88

Journey mapping Airlines Feedback Customer Experience 88

Clarabridge

APRIL 4, 2017

According to the Temkin Group website, “Temkin Group CX Vendor Excellence Awards recognize any type of vendor (software company, research firm, consultant, etc.) A retailer of baby gear increased their sales over amazon.com by 75% year over year. Last week, Clarabridge won a Temkin Group CX Vendor Excellence Award for the third time.

Airlines 66

Airlines Feedback Consulting Consulting 66

Micah Solomon

OCTOBER 25, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. This can happen because of mis-designed sales incentives with their emphasis on bringing in new customers rather than tending to the old.

Airlines 56

Airlines Consulting Consulting Advertising 56

CX Journey

AUGUST 16, 2017

In the past, I've referenced Jon Picoult's research at Watermark Consulting, where he's compared the market performance of CX Leaders and CX Laggards (based on Forrester's Customer Experience Index). If you make a sale, you can make a living. Always the same (great) story, regardless. The returns are real. And they are proven.

Customer Experience 56

Customer Experience Airlines Benchmark Consulting 56

Skybridge

MARCH 30, 2020

Many customers who call the hotlines of airlines, retailers and financial-services firms, among others, encounter hours long wait times, hearing recorded messages saying help is currently unavailable. Javon Johnson, a professor at the University of Nevada, Las Vegas, recently drove to the airport to speak to a United Airlines Holdings Inc.’s

Call Center 59

Call Center Airlines Customer Service Wait times 59

ClearAction

DECEMBER 12, 2017

At Southwest Airlines, a culture committee was established to make sure their vision and values are not compromised as the company grows and as it adjusts to economic forces. Vice president of marketing and sales, David Ridley explained: “We are a customer service business that just happens to fly airplanes. .”

Customer centricity 54

Customer centricity Airlines Consulting Consulting 54

Quiq

JULY 28, 2022

Airlines and hotels are among the top industries seeing a drop, brought on by both internal and external factors. Good customer service doesn’t stop at the sale. After your guests purchase an airline ticket, can you provide FAQs about their travel destination? Ignoring touchpoints in your customer service journey. The mistake.

Customer Service 90

Customer Service Wait times Airlines Morale 90

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

Global Response

OCTOBER 2, 2023

Your online reputation can cross many channels, and managing this reputation can improve how customers see your brand and increase customer trust, loyalty, retention and sales. A massive 97% of consumers consult online reviews before purchasing. Brand reputation, especially online, plays a significant role in all of these areas.

Call Center 62

Call Center Management Airlines outsourcing 62

ClearAction

NOVEMBER 25, 2017

Southwest Airlines is an outstanding example of rising above industry norms, charting its own course, and vowing to win customers’ hearts and customers’ cash through policies that set them free. When sales reps push overpriced or inappropriate products onto trusting customers, the reps are generating bad profits. 4-point checklist).

Customer Experience 63

Customer Experience Airlines Government Customer centricity 63

Real Blue Sky

MAY 31, 2023

Gather data: Collect customer feedback, look at customer interaction data, and get insights from sales teams or customer service reps. These changes resulted in increased customer satisfaction and higher sales for the company. Schedule a consultation on us. Need help with your customer journey map? Let’s talk!

Journey mapping 52

Journey mapping Airlines Customer Experience Customer centricity 52

Real Blue Sky

MAY 31, 2023

Gather data: Collect customer feedback, look at customer interaction data, and get insights from sales teams or customer service reps. These changes resulted in increased customer satisfaction and higher sales for the company. Schedule a consultation on us. Need help with your customer journey map? Let’s talk!

Journey mapping 52

Journey mapping Airlines Customer Experience Customer centricity 52

CX Journey

APRIL 19, 2016

higher service, quality, and productivity, which leads to… higher customer satisfaction, which leads to… increased sales (from more repeat business and referrals), which leads to… higher levels of profit, which leads to… higher shareholder returns (i.e., as the Engagement-Profit Chain, which looks like this. Engaged employees lead to.

Employee engagement 56

Employee engagement Airlines Morale Consulting 56

Micah Solomon

NOVEMBER 15, 2015

B2B Customer Service Is Mission-Critical, even though it’s sort of unsexy: For vivid anecdotes that everyone can relate to,customer service speakers and consultants tend to stick to examples featuring household, consumer brands: Apple - Lexus - Starbucks- JetBlue and the like. Even though it rarely makes headlines.

B2B 40

B2B Automotive B2C Customer Service 40

GetFeedback

JANUARY 6, 2020

The study also notes increasing usage of online resources (social media, review sites, and vendor web sites) which has pushed sales engagement later in the cycle. . It’s something like a B2B scenario, and woe betides the car sales rep that caters only to the purchaser without understanding other family needs. .

Journey mapping 78

Journey mapping B2C B2B Surveys 78