SharpenCX

JANUARY 15, 2020

Today marks our inaugural brand crush post , where we shell out all the details of companies changing the game in customer experience. They’re the ones who hold leading spots on top satisfaction lists and who have a following of raving customer advocates. First up: Alaska Airlines. But she never made it there.

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Airlines Customer Experience Customer Service Coaching 90

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. Time to start planning for your 2019 customer experience initiatives. Would you consider that a great customer experience?

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Customer Experience Airlines Average Handle Time Contact Center 249

BlueOcean

JUNE 27, 2024

That’s why we like to regularly tune in to experts from the world of customer experience to find out what’s new. We checked in with some of the top thought leaders for their most recent thoughts about customer experience trends. Read more here > The Customer Is Always Right… Except in Opinion Surveys?

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Customer Experience Airlines Customer centricity Contact Center 62

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? If you want customers to return, give them a good experience they can rely on and trust.

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Customer Service Customer centricity Entertainment Airlines 193

CCNG

JULY 12, 2023

My flight was delayed for 3 hours, it wasn’t all bad I enjoyed airport sushi and interacted with several American airlines employees. It may not surprise you that the next day I got a survey, they wanted my feedback! The airport wants a survey from you on your bathroom experience. Gross and what is the point?

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CCNG Airlines Surveys Feedback 195

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. Airline Customer Service Improved In 2020.

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Airlines Customer Service Advertising Customer Experience 403

Beyond Philosophy

JUNE 15, 2018

It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. Airlines Run Mental Accounting Too Often in the Red. Money order?

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Airlines Accountability Consulting Consulting 360

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. Use clear and concise language 2.

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Surveys Feedback Customer Support Wireless 98

Beyond Philosophy

DECEMBER 8, 2023

10:19 Colin shares how he discovered that he wasn’t really as loyal to Delta Airlines as he thought he was. 18:28 We share our list of telltale signs that you have customer loyalty. 23:24 We discuss how extrinsic and intrinsic motivation is different and it affects customer behavior. Complete this short survey.

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Airlines Consulting Consulting Education 221

Customer Experience Matters

APRIL 2, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. Southwest has earned Read More.

Airlines 40

Airlines Surveys Customer Experience 40

Beyond Philosophy

DECEMBER 10, 2018

When I checked my email the next morning, there was a survey from the hospital. This absurd question made me aware of how many surveys I actually receive. But they keep coming, despite the fact that social media offers much better tools for learning what customers are thinking. Survey Overload. They have gotten annoying.

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Surveys Airlines Feedback Customer Experience 395

Lumoa

SEPTEMBER 11, 2023

For a company to grow, it needs to convert one-off customers into regular patrons. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

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Customer Experience Airlines Metrics Feedback 78

Interaction Metrics

NOVEMBER 3, 2023

As soon as we see it in email subject lines for surveys, most of us hit the delete button. Of course, I’m talking about the word “surveys”. Surveys have become a ubiquitous aspect of customer interactions, and customers are exhausted. Please take our survey!” Is it any surprise surveys have a bad name?

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Surveys Feedback Airlines Metrics 62

Lumoa

SEPTEMBER 11, 2023

For a company to grow, it needs to convert one-off customers into regular patrons. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

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Customer Experience Airlines Metrics Feedback 78

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. No, I Don’t Want to Take Your Survey By Gerry McGovern . CMSWire) Take your survey? Do customers really want to take your survey? Customer Retention Made Easy by Samir Palnitkar.

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Customer Service Airlines Employee engagement Morale 218

Beyond Philosophy

AUGUST 14, 2017

These are negative emotions and they spell trouble for the overall customer experience. In one survey, 56 percent of respondents said they’d like to see a more authentic, location-based experience in airports. If you enjoyed this blog, you might also want to read these: Cost-Cutting Airlines – Headed for Trouble!

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Airlines Consulting Consulting Customer Experience 0

Beyond Philosophy

AUGUST 6, 2022

I am grumpy about customer experience these days. This realization came with a bunch of different things in my life as a customer went wrong, from gate delays on the tarmac for transcontinental flights on both sides of the pond to a house in shambles because of materials delays and poor project management. Thanks very much.

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Airlines Consulting Consulting Customer Experience 243

Beyond Philosophy

AUGUST 9, 2019

Measuring your progress for your Customer Experience strategy is an essential aspect to your program’s success. Not only will it show if your program is working to provide an excellent experience for your customers, but it also shows what customers really value, which can be an elusive thing to discover.

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Airlines Surveys Consulting Consulting 262

ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. We look at their employee experience.

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Customer Service Airlines Surveys Contact Center 229

ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. This also reminds us that customer service doesn’t just happen on the front line. The prolonged attention given to customers is recognizable, and will likely stick in their minds.

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Airlines Customer Service Surveys Feedback 213

GetFeedback

NOVEMBER 20, 2018

And we’ve all seen the damage bad customer experience can do to even established companies like United Airlines. Now, although the majority of companies aren’t making such egregious public mistakes, the majority of companies are pretty out of sync with their customers. What do you think about us?

Surveys 102

Surveys CRM Feedback Airlines 102

Toister Performance Solutions

MAY 5, 2022

A survey conducted by Toister Performance Solutions in April 2022 aimed to find out. Over 1,500 consumers across the United States were asked about their experiences with companies. The results point to three ways that companies can immediately improve their customer experience. #1 What's causing the decline?

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Customer Experience Transportation Airlines Surveys 62

ProProfs Blog

OCTOBER 31, 2018

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today. How To Do It Right.

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Marketing Customer Experience Airlines Customer centricity 160

Nicereply

OCTOBER 24, 2023

What’s customer experience (CX)? It’s not just their products or services; it’s the memorable experiences they create. Such experiences can truly touch the hearts of our customers and stay with them long after. Such experiences can truly touch the hearts of our customers and stay with them long after.

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Customer Experience Airlines Feedback Analytics 59

ProProfs Blog

JULY 19, 2019

The importance of customer experience is something that cannot be stated enough. If you make customers unhappy on the internet, they can each tell 6000 friends.”. Read on to learn about the importance of customer experience in retail and tips on how to improve it. The Importance of Customer Experience.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140

Beyond Philosophy

DECEMBER 10, 2022

Unless, of course, the viral post is about how you broke a guitar during a customer’s flight and then showed “indifference” to their complaint. Looking at you, United Airlines.) The trick is actually doing it—and for the right reasons, not a customer service failure. Complete this short survey.

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Airlines Consulting Consulting Surveys 170

Hello Customer

JUNE 5, 2023

Good news, bad news We recently had the honour of welcoming Nienke Bloem to our Hello Customer customer day. Bloem is a world-renowned customer experience expert and speaker. She immediately set the tone of her keynote with the main message for the audience: "Great customer experiences don't happen by accident.”

Customer Experience 52

Customer Experience Airlines Customer centricity Journey mapping 52

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

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. Use clear and concise language 2.

Surveys 52

Surveys Feedback Customer effort Customer Support 52

CX Accelerator

JUNE 19, 2018

But what happens when we are sitting behind a computer screen looking at call centre costs racking up from repeat callers or negative customer survey results? Do we empathize with the experiences our customers are having? Gone are the days where customers’ expectations are only for their functional needs to be met.

Customer Experience 159

Customer Experience Airlines Morale Surveys 159

CSM Magazine

APRIL 26, 2018

After a year of customer service crises and rising ticket prices, customer satisfaction with airlines drops 2.7 percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI®) 2018 Travel Report. Airline customer satisfaction declines.

Airlines 40

Airlines Surveys Customer Service Customer Experience 40

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

Eptica

JULY 26, 2017

Date: Wednesday, July 26, 2017 Why customer experience needs to be led from the top. Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. Other airlines already link customer satisfaction to bonuses.

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Chief Customer Officer Customer Experience Airlines Best practices 78

Beyond Philosophy

JUNE 27, 2019

We discussed this in detail when I hosted the first in a series of webinars for Freshworks, How Consumer Emotions Impact Customer Loyalty. To Improve the Digital Experience, You Can’t Ignore Emotions. Most organizations pay little attention to emotions, focusing instead on the rational elements of a customer experience.

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Airlines Customer emotions Accountability Consulting 345

Beyond Philosophy

JUNE 9, 2015

Michael O’Leary credits Ryanair’s Always Getting Better (AGB) Customer experience program as a catalyst for these results. O’Leary and others said the AGB program is transforming their Customer Experience, service and the way they treat Customers. They still approach their airline with an internal focus.

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Airlines B2C Surveys B2B 344

Beyond Philosophy

JANUARY 5, 2015

Other companies on the list included Southwest Airlines and Disney along with other big brand names. All of these companies have something in common: their employees are happy and engaged with their brand promise and they provide a good Customer Experience. I wrote about Google , Southwest Airlines , and Disney before.

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Airlines Surveys Customer Experience 310

Interaction Metrics

SEPTEMBER 17, 2019

This morning, my rep texted me from the shop where my car is serviced: “You’ll receive a survey from us. I get what he wants, but this is NOT how to do a survey. Since I frequently negotiate with my rep, I have nothing to gain by taking this survey truthfully. Why Issue Surveys? . We hope you recommend us.”

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Surveys Airlines Feedback Analytics 54