ShepHyken

SEPTEMBER 15, 2024

Switchfly outlines how these programs have evolved from punch cards, trading stamps and airline miles into dynamic, tech-driven solutions. Several successful airline loyalty programs have a higher valuation than the underlying airline. I like how Employee Engagement is listed before Customer Experience.

Customer Service 213

Customer Service Airlines Self service CRM 213

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

ShepHyken

FEBRUARY 28, 2020

It was easy to dream about changing a company’s culture and influencing employee engagement. Read Shep’s latest Forbes article: Do Airline Passengers Have The Right To Recline? And when I jumped into my first CX role, I was almost paralyzed by the end result.

Airlines 304

Airlines Sales Employee engagement Customer Experience 304

ShepHyken

JANUARY 27, 2020

The airline didn’t need to see my boarding pass. This goes beyond their daily duties to cover satisfaction with team members/managers, satisfaction with organizational policies, and the impact of their job on employees’ personal lives. My Comment: This is a very robust article focused on employee satisfaction.

Customer Service 52

Customer Service Customer retention Airlines Employee engagement 52

Beyond Philosophy

AUGUST 8, 2016

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. Happy employees make happy vacationers. Having employees that are engaged and ready to deliver is critical.

Entertainment 264

Entertainment Airlines Consulting Consulting 264

ShepHyken

JUNE 4, 2018

HBR) In April 2017, United Airlines encountered public outrage when an Asian passenger was dragged out of his seat and off of an overbooked United Airlines plane. 3 Ways to Sweeten the Employee Experience by Kathleen Vegh . My Comment: Happier employees mean happier customers. Feldberg & Tami Kim.

Customer Service 192

Customer Service Airlines CRM Employee engagement 192

Beyond Philosophy

APRIL 15, 2019

Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Singapore Airlines, which has been consistently voted one of the top airlines in the world, has a strong customer service culture. Essential Considerations for Your Customer Service Culture.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

ShepHyken

MARCH 23, 2018

They had greater employee engagement and more loyal customers. For example, United Airlines suffered a 4% decrease in market share after the airline’s overbooking practices precipitated a passenger being dragged off a flight. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Airlines 209

Airlines Morale Benchmark Marketing 209

Bill Quiseng

JUNE 19, 2017

It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. Happy employees are inclined to go above and beyond for your customers. What can I do for you?

Customer Service 122

Customer Service Management Employee engagement Airlines 122

CX Journey

JULY 13, 2017

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low.

Employee engagement 51

Employee engagement Airlines Coaching Morale 51

ProProfs Blog

JULY 19, 2019

A simple Google search query containing the terms “united airlines passenger” takes you directly to that incident. The result of this was severe online backlash from people all around the world and resulted in many policy changes for all airlines. Some of these policy changes included: Additional annual training for all employees.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140

ProProfs Blog

SEPTEMBER 20, 2019

Syed thus turned to Twitter and expressed his anger towards the airline. . Instead of responding quickly to the promoted tweet of their customer, the airline giant took eight hours to reply. People are willing to spend $20 more when an airline responds to them within six minutes. Reduces Employee Attrition Rate.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

CSM Magazine

FEBRUARY 9, 2021

Air France KLM ESSC has continued its partnership with Thrive , which has involved the development of an employee engagement and communications app, ‘My Wem’. . Air France KLM is one of the world’s leading airlines, employing over 80,000 staff.

Employee engagement 52

Employee engagement Sales Transportation Airlines 52

CX Journey

JUNE 23, 2015

Not only do the disengaged impact the customer experience, but they also impact the experience of their fellow employees. I love this quote from Herb Kelleher, which nicely sums up employee engagement: “Engaged employees are not just committed. First and foremost, no one can make an employee engaged.

Employee engagement 81

Employee engagement Airlines Coaching Feedback 81

Provide Support

JUNE 6, 2017

Companies like Zappos, Southwest Airlines and Ritz-Carlton Hotels have one thing in common – they are worldwide famous for providing excellent customer service and having friendly employees. Their employees are obviously passionate about their work and are willing to go the extra mile to help customers.

Customer Service 65

Customer Service Airlines Employee engagement Best practices 65

CX Journey

MARCH 12, 2015

Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization. Engaged employees impact culture, and a strong culture can lead to engaged employees. And so the cycle will continue.

Employee engagement 66

Employee engagement Customer centricity Entertainment Airlines 66

Fonolo

JANUARY 29, 2019

Gamification is the future of employee engagement and attrition for the call center. This keeps your employees happy and your call center on point! Despite advancements in call-back technology, telecom, airlines, and retailers are among some of the worst offenders for putting customers on hold, and not offering call-backs.

Call Center 85

Call Center Airlines Contact Center Self service 85

CX Journey

MARCH 31, 2015

It includes any way the employee "touches" the company and vice versa in the course of doing his job. Employee Engagement is a phrase that gets thrown around a lot, so it''s important to understand what engagement means and how it comes about. This definition of engaged employees comes from Gallup.

Journey mapping 64

Journey mapping Morale Employee engagement Airlines 64

ijgolding

OCTOBER 19, 2015

I discovered midway through writing it that my flight had been cancelled – not from my airline (SAS – Scandinavian) – but by overhearing two passengers having a conversation with each other. At the centre of the chaos was a human – not an employee of SAS – the airline who had caused the problem was nowhere to be seen.

Customer Experience 78

Customer Experience Airlines Customer centricity Scripts 78

Satrix Solutions

SEPTEMBER 18, 2018

Why Does Measuring Employee Satisfaction and Engagement Matter? When employees are happy, it can pay dividends. Take the example of Southwest Airlines. Here, employees come first, and the airline isn’t shy about putting employee happiness at the forefront. What you discover may be eye-opening.

Airlines 74

Airlines Construction Surveys Benchmark 74

CX Journey

AUGUST 29, 2017

And if you treat your employees right, guess what? Start with employees and the rest follows from that. Herb Kelleher, Southwest Airlines Who comes first? Don’t be silly, says King Hal; it’s employees. Woolman, founder of Delta Airlines, was asked about an organization's most important asset: Simple: its people.

Airlines 64

Airlines Employee engagement Management Customer Experience 64

CSM Magazine

JULY 4, 2017

It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. Happy employees are inclined to go above and beyond for your customers. What can I do for you?

Management 72

Management Customer Service Airlines Employee engagement 72

ProProfs Blog

JANUARY 17, 2020

Not only did they report this news of United Airlines, but they also reported that the passenger faced severe injuries. . Well, the answer is, he did not give up his seat to a United employee. Why was he forcefully made to deboard a flight, you ask? What causes poor customer service? Why is customer care important?

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

BetterXperience

DECEMBER 24, 2015

The truth is, you can not be customer centric without being employee centric. This is not semantic, the formula is employees first, customer second. Companies like Amex, Southwest Airlines, Virgin and Disney have been utilizing this guiding principle to delight customers for years. Increase employee engagement.

Customer Service 54

Customer Service Airlines Customer centricity Employee engagement 54

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 Consulting 56

ijgolding

DECEMBER 14, 2016

Two very simple, yet interesting questions that have been very publically brought to the fore by British airline, Monarch. Do your people ‘make’ your Customer Experience’? Their new advertising campaign caught my attention a couple of weeks ago – it did so because I found it extremely unusual.

Customer Experience 84

Customer Experience Advertising Airlines Customer Care 84

Toister Performance Solutions

MARCH 7, 2019

For example, Uber told us that "Love Others" was inspired by the love theme that Southwest Airlines is famous for. Engage Employees An engaged employee is someone who understands the customer service vision and is committed to helping achieve it. Measuring employee engagement isn't relegated to an annual survey.

Airlines 61

Airlines Employee engagement Construction Feedback 61

The Petrova Experience

DECEMBER 8, 2022

In fact, a recent PwC report on customer experience reveals customers are willing to spend 14% more for a hotel stay, 16% more for a cup of coffee, and 10% more for an airline ticket if a company “provides a great customer experience.” ” Keep in mind, price premium is not arbitrary.

Customer Experience 105

Customer Experience Self service Airlines Technology 105

Branch Mesenger

JANUARY 2, 2019

How Best Buy’s Bet on ‘Employee First’ Helped Engineer a Turnaround. In customer service circles, employee engagement leads to strength in team solidarity -- a critical component to a brand that can help satisfy its customers with exceptional customer experience. Read the story. Read the story. Read the story.

Airlines 48

Airlines Employee engagement Engineering Technology 48

Branch Mesenger

JANUARY 2, 2019

How Best Buy’s Bet on ‘Employee First’ Helped Engineer a Turnaround. In customer service circles, employee engagement leads to strength in team solidarity -- a critical component to a brand that can help satisfy its customers with exceptional customer experience. Read the story. Read the story. Read the story.

Airlines 48

Airlines Employee engagement Engineering Technology 48

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

CSM Magazine

OCTOBER 11, 2019

When it comes to customer service, the most obvious area where trust comes into play is the relationship between the service provider and the consumer – or, in the case of the air travel industry, between airline and passenger. OmniServ provides services to a large number of airlines and airports in the UK.

Airlines 40

Airlines Customer Service Employee engagement Service level 40

Netomi

JANUARY 5, 2022

Previously, he founded Ogilvy & Mather’s strategy practice (sales enablement, service design and employee experience) charged with “making brands more human”. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Chip Bell

MARCH 16, 2021

It is about employee engagement and its impact on retention. Research shows the number one impact on customer relations is employee relations. My friends Bev Kaye and Sharon Jordan-Evans have just released the 6 th and best (in my opinion) edition of their bestselling book, Love ‘Em Or Lose ‘Em.

Customer retention 40

Customer retention Scripts Airlines Employee engagement 40

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. One mis-step by any function — legal, facilities, safety, marketing, IT, etc. —

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

Branch Mesenger

AUGUST 29, 2018

Companies will never love a company until the employees love it first. -- Simon Simek. Today, employee engagement is at all-time lows. 33% of employees today are ‘engaged’. Of employees 18-24, only 26% are ‘engaged’. Customers prefer caring, empathetic and engaged employees. Great Clips.

Journey mapping 63

Journey mapping Employee engagement Feedback Airlines 63

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. Recognition: Celebrate your customer service heroes. We also provide PRM services at Liverpool, Edinburgh, Stansted and now Manchester Airport, adding up to 1.8

Brand ambassadors 45

Brand ambassadors Airlines Morale Government 45