ShepHyken

NOVEMBER 21, 2023

This idea came to me as I read an article about United Airlines changing the way passengers board the plane. Most airlines put passengers in groups and call them in order. But, in the airline business, two minutes is a big deal. This is an excellent way to use a Journey Map. Always look for improvement.

Airlines 225

Airlines Journey mapping Morale Customer Service 225

ShepHyken

MAY 16, 2022

He also believes it’s important to measure the touchpoints found in a customer journey map. They offered some key insights on how to keep a short-staffed team’s morale and a business’s reputation afloat, despite the challenges being faced. Power 2022 North America Airline Satisfaction Study.

Customer Service 165

Customer Service Airlines Metrics Journey mapping 165

CX Accelerator

APRIL 30, 2018

It sounds silly, but hitting that reset button together, as a united team, makes a huge impact on the psyche of the individuals and the morale of the group as a whole. This concept was first introduced by Scandinavian Airlines president Jan Carlzon in the 1980s.

Journey mapping 140

Journey mapping Airlines Morale Call Center 140

CX Journey

MARCH 31, 2015

We talked about the employee experience, employee journey mapping, and solutions that drive or impact workforce efficiency. It needs to be understood (using tools like personas, journey mapping, and surveys and other listening posts). Does happiness come before (drive) or after engagement, morale, and satisfaction?

Journey mapping 64

Journey mapping Morale Employee engagement Airlines 64

ProProfs Blog

DECEMBER 23, 2019

Whereas for help desk, customer journey mapping becomes a piece of cake. They have successfully used customer journey mapping to gain insights into new opportunities. The Disney Magicband is the result of their customer journey mapping efforts. Their history as regular customers via chat history.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98