Beyond Philosophy

DECEMBER 10, 2018

Before the internet and social media, there were limited ways to get feedback from customers, especially if you didn’t have a brick and mortar location where you saw them face to face. In those days, customer surveys played an important role in getting feedback from people who had done business with you. You mean it and will act on it.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

PeopleMetrics

JANUARY 31, 2025

Who you servebusinesses or consumersshapes everything about how you collect, analyze, and act on customer feedback. But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before.

B2C 98

B2C B2B Airlines Surveys 98

Aspect

DECEMBER 10, 2019

Ann is the manager of Workforce Systems for Southwest Airlines. When asked how her employer supports her being a part of the ASUGA community, Ann said Southwest Airlines is big about becoming partners with their vendors. Then, Aspect product owners are available for questions and feedback from board members.

Airlines 118

Airlines Best practices Feedback Contact Center 118

Beyond Philosophy

JUNE 9, 2015

They still approach their airline with an internal focus. Ryanair is raising its “core fees” starting next Monday (which, to be fair, is what other airlines do, too. Hiking fees and ignoring feedback are not an excellent start for this journey. Their words have changed; their actions haven’t.

Airlines 344

Airlines B2C Surveys B2B 344

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

SEPTEMBER 23, 2021

The CEO told Hyken that they measure the success of their Customer Experience efforts in many ways, from Customer Satisfaction feedback to Net Promoter Score ®. Your actions today get you good feedback and also lay the foundation for customers coming back tomorrow. However, the airline was proactive and made me feel special.

Airlines 273

Airlines Feedback Self service Best practices 273

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. Thanks to a few meaningful acts of kindness by Southwest Airlines, her flight to her bachelorette party became a memory worth treasuring. It happens throughout the entire company.

Airlines 213

Airlines Customer Service Surveys Feedback 213

ShepHyken

OCTOBER 18, 2021

United Airlines Partners With Paypal for Contactless Onboard Purchases by Alison Fox. Is United Airlines just another business accepting online payments? Improve Customer Experience & Your Brand With Feedback by Jason Grier. CMSWire) Feedback is everywhere these days. My Comment: Feedback is a gift.

Customer Service 225

Customer Service Airlines Feedback B2B 225

Beyond Philosophy

AUGUST 9, 2019

It can provide you feedback on moments in your experience that are or are not working. Since I don’t fill out the survey every time, they have a skewed view of how I feel about their airline. Observational data , which involves analyzing numbers and operational reports, among other things.

Airlines 262

Airlines Surveys Consulting Consulting 262

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

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! They already know my feedback, they already know I missed my connection. Most consumers say No.

CCNG 195

CCNG Airlines Surveys Feedback 195

ShepHyken

JANUARY 22, 2018

The authors started by surveying 400,000 customers who interacted with brands in the airline and wireless industries to find out how much more customers would spend if they received better service. My Comment: This is a fascinating article with a focus on customer service delivered through social channels.

Customer Service 232

Customer Service Wireless Chatbots Airlines 232

SharpenCX

JANUARY 15, 2020

First up: Alaska Airlines. Alaska Airlines has been steadily climbing on the ACSI Index since 2015. And last year, they were the only airline to push past the 70 th percentile, reaching 80% satisfaction and nabbing the number one Customer Satisfaction score in the industry. There’s a lot to love about Alaska Airlines.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Beyond Philosophy

JUNE 11, 2021

Reichheld believes that taking feedback from the wrong customers makes frontline employees feel more alienated from the system of the NPS. Your frontline employees, Reichheld argues, should be empowered to choose the customers from whom they receive feedback. The Power of the 20 Percent Should Not Be Extended to the 80 Percent.

Airlines 248

Airlines Accountability Banking Telecommunications 248

ShepHyken

MARCH 23, 2018

Negative customer reviews or feedback. Cause: Customers are not adequately notified about upcoming changes that will affect them, or a company response to customer feedback about product quality, service, or experience is not swift enough to retain customers.

Airlines 209

Airlines Morale Benchmark Marketing 209

Clarabridge

OCTOBER 17, 2017

Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. This is not good.

Airlines 40

Airlines Feedback Customer Experience Technology 40

ShepHyken

MARCH 31, 2018

One of the best examples of a complaint that went viral was Dave Carroll’s YouTube video about when United Airlines broke his guitar. So, I went on Twitter and direct messaged American Airlines that I was going to miss the flight. In my American Airline example above, they didn’t ask me to switch to Facebook. Finish Strong.

Marketing 222

Marketing Customer Service Airlines Self service 222

CCNG

JULY 3, 2024

The right contact center vendor will ensure transparent communication and collaboration with clients, offering comprehensive reports on SLA performance and implementing client feedback to drive continuous improvement. Recently, we helped a leading low-cost European airline leverage the power of analytics, and improve CSAT by 18%.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

PeopleMetrics

FEBRUARY 13, 2018

On a recent fight on American Airlines, however, I experienced the opposite of an easy experience - it indeed had quite a bit of friction and effort. American Airlines turned the Wi-Fi experience from one that was easy and enjoyable to one that is clunky and full of friction. Let me explain. Photo by Javier Cañada on Unsplash.

Airlines 66

Airlines Customer effort Accountability Consulting 66

Beyond Philosophy

DECEMBER 10, 2021

Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market. 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.

Airlines 273

Airlines Metrics SaaS Accountability 273

ShepHyken

AUGUST 30, 2019

It’s about listening to customer feedback and actually implementing customer suggestions. Some hotels and airlines are particularly good at creating these types of loyalty programs. It’s about going the extra mile to resolve customer problems. It’s about sending them free gifts when least expected.

Airlines 274

Airlines Metrics Advertising Sales 274

Cyara

OCTOBER 17, 2023

If you search online for "customer complaints," you will inevitably come across numerous stories from every industry, including banks, airlines, telecom providers, and fast food companies. Complaint management or the effective handling of customer complaints within an organization – is always a topic of strong interest and debate.

Feedback 76

Feedback Management Airlines Banking 76

GetFeedback

JUNE 10, 2019

We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle. It’s not uncommon for companies to struggle to gather feedback that is actually useful or even get enough responses. What makes a feedback form work? Make intentional questions.

Feedback 79

Feedback Surveys Airlines Benchmark 79

Bill Quiseng

APRIL 25, 2021

For example, CASEing the practice of complimentary beverages on an airline flight, we began offering bottled water to guests who were checking in AND when they were checking out. Create a channel, whether it is via email, a private Facebook or Yammer group, or a “What are you hearing” voice mailbox to constantly solicit for staff feedback.

Customer Experience 190

Customer Experience Airlines Feedback Marketing 190

CCNG

AUGUST 16, 2023

Is there an option to provide feedback after several months of use? One of the best transaction surveys I’ve encountered is from Delta Airlines. There are pitfalls to this strategy. Has the product arrived yet? Has the customer used it enough to know if it’s satisfactory and meets their requirements?

Surveys 195

Surveys CCNG Airlines Consulting 195

BetterXperience

DECEMBER 24, 2015

After spending most of my day in an airport because my fiends at Delta airlines thought I needed a 3-hour delay so I could enjoy some airport sushi. It did not surprise me that the next day I got a survey, they wanted my feedback! What improvements to the customer experience are happening because of these feedbacks?

Feedback 59

Feedback Airlines Surveys Customer Experience 59

Customer Experience Matters

JANUARY 21, 2020

Enjoy these free reports: Industry CX Snapshots This series of reports dig into CX data for a number of industries: Airline, Auto, Banking, Health Insurance, Hotel, Insurance, Read More. The post New Research Digs Into Industries And Consumer Feedback Patterns appeared first on Experience Matters.

Feedback 67

Feedback Airlines Banking Surveys 67

CSM Magazine

FEBRUARY 5, 2025

Thank : Show appreciation for their patience and feedback. Airline Industry: Transparency and Communication in Service Failures Flight delays and cancellations are among the most challenging customer service failures, and airlines often find themselves under scrutiny when disruptions occur.

Airlines 52

Airlines Customer Service Metrics Benchmark 52

PeopleMetrics

JUNE 4, 2019

So how do B2C companies choose which customers to follow up with when they receive negative feedback, given the high volume of responses? For example, in the airline industry, customers with the highest CLV are frequent fliers. Each relationship and each interaction provide touchpoints for VoC feedback in B2B.

B2C 122

B2C B2B Real estate Airlines 122

Fonolo

DECEMBER 6, 2017

The Worst Offenders Include Apple, Amazon, Airlines and 7 on Your Side: Apple, Verizon top ‘on hold’ complaints list ). Delta Airlines! According to the 2017 American Customer Satisfaction Index (ACSI) , airlines remain in the bottom one-third of industries for customer experience. Consistency Across Multi-Channel.

Airlines 0

Airlines Telecommunications Benchmark Call Center 0

The Northridge Group

NOVEMBER 30, 2021

While offering an apology to a customer is often the best an empathetic associate can do, compassionate associates are empowered to tell customers they appreciate their feedback, offer reasonable solutions and pass the feedback on to management. Treat feedback as a gift.

Customer Experience 151

Customer Experience Airlines Coaching Finance 151

Clarabridge

JUNE 19, 2017

In light of a series of unfortunate events with many Airlines recently, complaints in April have spiked 70% prior to the year before. By making sure trends in consumer feedback are understood at every level in your organization, employees in the field and the contact center can provide thoughtful, seamless experiences.

Airlines 40

Airlines Benchmark Feedback Contact Center 40

Clarabridge

JUNE 19, 2017

In light of a series of unfortunate events with many Airlines recently, complaints in April have spiked 70% prior to the year before. By making sure trends in consumer feedback are understood at every level in your organization, employees in the field and the contact center can provide thoughtful, seamless experiences.

Airlines 40

Airlines Benchmark Feedback Contact Center 40

Interaction Metrics

NOVEMBER 11, 2024

How to Improve Surveys, Summarized: Martha and Amas discussed the problems with how companies use surveys, particularly Net Promoter Score (NPS), and offered advice on how to improve surveys to gather actionable customer feedback. Poor feedback leads to bad decisions: Companies risk making poor decisions based on flawed survey methods.

Surveys 62

Surveys Airlines Benchmark Feedback 62

Bill Quiseng

JUNE 19, 2017

So if surveys are your only source of feedback, then at the most, you personally know 15% of all your customers’ angst. Jan Carlzon, former CEO of SAS Airlines and author of the book, Moments of Truth said, “If you’re not serving the customer, your job is to be serving someone who is.” What can I do for you?

Customer Service 122

Customer Service Management Employee engagement Airlines 122

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

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. Collect Customer Feedback : Your customers are your best advisors.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140