Beyond Philosophy

OCTOBER 8, 2014

Airlines don’t either. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years. That future isn’t as futuristic as it may sound right now as many merchants are gravitating away from cash. Buses in London don’t take cash.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

JUNE 1, 2015

These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. Loyalty programs continue to grow, but they are also tending to become more closely integrated with brand-building and multi-channel customer experience optimization.

Airlines 210

Airlines Entertainment Consulting Consulting 210

Beyond Philosophy

JUNE 11, 2015

Airlines, as well, are doing their part to diminish the perceived value of their customer loyalty programs. Certainly, frequent flyers have been bitterly complaining about these airlines, and the “quite shameful” and “blow to the solar plexus” moves, on social media and online forums.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Beyond Philosophy

JULY 5, 2015

Customer Sensitivity. Performance measurement is focused, and shared, on what most monetizes customer behavior (loyalty, emotion, and communication metrics such as brand bonding and advocacy, replacing satisfaction and recommendation).

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

VocalCom

FEBRUARY 5, 2018

Customers today want to feel respected, understood, and excited when they interact with your company. According to a study of customer emotions conducted by Motista, customers who feel both satisfied and emotionally connected to a brand are 52% more valuable than those who are just highly satisfied.

Contact center software 96

Contact center software Airlines Customer centricity Customer emotions 96

Beyond Philosophy

OCTOBER 8, 2014

Airlines don’t either. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years. That future isn’t as futuristic as it may sound right now as many merchants are gravitating away from cash. Buses in London don’t take cash.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

Airlines don’t either. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years. That future isn’t as futuristic as it may sound right now as many merchants are gravitating away from cash. Buses in London don’t take cash.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

CSM Magazine

MAY 19, 2023

Customer Experience (CX) : CX is a broader concept that encompasses the customer’s perception of their interactions with the entire brand, including the products, services, and various touchpoints. While both are integral to a company’s success, they differ in scope and focus.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

Eptica

NOVEMBER 12, 2019

In general, it tends to be biased towards brands that make people feel pleasant or “happy” Usually, this translates into high NPS scores for companies that are service-focused (such as Virgin Atlantic and Zappos) or service-related (like Southwest Airlines and Amazon). People can be contradictory and complex.

Airlines 74

Airlines Metrics Best practices Analytics 74

Tethr

NOVEMBER 13, 2020

You’ve seen them before in a product, support or customer service email or on a piece of content you’ve just read. Where unrefined tonal sentiment analysis misses the mark in customer service and CX. Both faces are meant to tell the airline how their experience has been. Those were the days, eh? Tom Shepherd, Ph.D.,

Analytics 63

Analytics Airlines Engineering Construction 63

Pointillist

MAY 23, 2018

Journey mapping is the most widely practiced form of journey analytics and is a technique that has grown in popularity, not only with customer experience (CX) professionals, but also within marketing, customer service, user experience (UX), product management and IT. Customer-centric companies are now mining journey insights.

Analytics 90

Analytics Journey mapping Multichannel Customer centricity 90

Pointillist

OCTOBER 22, 2018

Sentiment and intent can be particularly useful for a number of use cases, such as determining why customers churn. Airline X never responded to my complaint. Emotion AI. “By By 2022, your personal device will know more about your emotional state than your own family.” — Gartner. I love being ignored.”.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40

Beyond Philosophy

MAY 20, 2015

It’s pretty well understood that service is a component of overall experiential value delivery. Bob Thompson chronicled a part of this very well in a recent, widely-read, blog, where he looked at customer experience vs. customer engagement. The study explored attitudes and preferences toward customer service.

Airlines 400

Airlines Wait times Self service Enterprise 400