Beyond Philosophy

JUNE 27, 2019

Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics. For example, on a recent Delta Airlines flight, I boarded the plane based on facial recognition instead of a boarding pass. Facial recognition software is one way to measure that digital experience.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

Beyond Philosophy

DECEMBER 10, 2021

Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that the financial metrics most companies use for valuations point you toward the wrong investments. His new metric concept is called Earned Growth Rate. Several industries use this metric already.

Airlines 273

Airlines Metrics SaaS Accountability 273

ShepHyken

MAY 16, 2022

Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter. In addition to the traditional metrics, my take is that you should also measure customer behavior.

Customer Service 166

Customer Service Airlines Metrics Journey mapping 166

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

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. Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries.

Airlines 210

Airlines Entertainment Consulting Consulting 210

Beyond Philosophy

JULY 5, 2015

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 behavior is recognized as essential to enterprise success, and optimal relationships are sought.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

ShepHyken

AUGUST 30, 2019

While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value. Some hotels and airlines are particularly good at creating these types of loyalty programs. Create Loyalty Programs with Enticing Rewards.

Airlines 276

Airlines Metrics Advertising Sales 276

Beyond Philosophy

SEPTEMBER 19, 2014

For an executive team that routinely puts numbers before anything else, add in numbers that measure the impact that your efforts in customer experience are having on a particular metric. Airline Safety Videos: Changing Customer Behavior—for the Better! 5 Ways to Make a Great Impression on Your New Customer.

Airlines 218

Airlines Metrics Customer Experience Personalization 218

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? However you get it, you must choose the right metrics, use the right technology, and more. And I predict we won’t even need a phone in the future. But, I digress.

Customer Service 229

Customer Service Airlines Feedback B2B 229

CCNG

JULY 3, 2024

Contact center providers today use real-time monitoring and reporting systems to continuously track performance metrics, enabling swift identification and resolution of potential issues to ensure service quality is maintained. 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

Call Center Weekly

SEPTEMBER 6, 2017

The situation required my patience, as well as clear communication from the airline. Unfortunately, the airline didn’t deliver. I never got an answer and in fact, each airline rep I spoke with gave a wildly different and equally confusing update. Maybe these companies measure and reward solved tickets instead of solved problems.

Customer Service 327

Customer Service Airlines Morale Contact Center 327

Beyond Philosophy

JUNE 11, 2021

This example demonstrates one of the non-financial metrics: geniality. Also, airlines have been known to share data about passengers that were banned from future flights on their airlines. However, the driver also reviews the customer. If a customer gets a one-star review, that serves as a warning to others.

Airlines 248

Airlines Accountability Banking Telecommunications 248

CSM Magazine

FEBRUARY 5, 2025

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. Let’s take a closer look at key metrics businesses can use to evaluate this impact.

Airlines 52

Airlines Customer Service Metrics Benchmark 52

Beyond Philosophy

DECEMBER 14, 2023

Most times, I don’t check other airlines when I need to go somewhere—that is, until my friend mentioned how he flies JetBlue business class for a lot less than Delta. The airline sees it as a loyalty program for frequent flyers. It is essential to put some of these metrics in place around brand attachment and emotions.

Airlines 221

Airlines Metrics Management Technology 221

Fonolo

SEPTEMBER 1, 2020

The Executive Guide to Improving 6 Call Center Metrics. Here are a few more examples to illustrate the power of customer perception , and why its importance should not be underestimated: Is United Airlines America’s most-hated airline? United Airlines is one of America’s favourite companies to hate. Horrific stuff.

Airlines 142

Airlines Advertising Marketing Customer Experience 142

ShepHyken

DECEMBER 9, 2019

How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. My Comment : How does Southwest Airlines continue to deliver extraordinary customer service in the airline industry? 4 Metrics Your Call Center Needs to Track in 2020 by Ben Ringshall.

Airlines 136

Airlines Customer Service Customer centricity Call Center 136

Fonolo

JULY 8, 2021

Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Contact centers use a few different metrics to measure customer experience. Net Promoter Score is the most common customer satisfaction metric for contact centers. Airlines – 29.

Benchmark 142

Benchmark Contact Center Airlines Metrics 142

Beyond Philosophy

SEPTEMBER 19, 2014

For an executive team that routinely puts numbers before anything else, add in numbers that measure the impact that your efforts in customer experience are having on a particular metric. Airline Safety Videos: Changing Customer Behavior—for the Better! 5 Ways to Make a Great Impression on Your New Customer.

Airlines 150

Airlines Metrics Customer Experience Personalization 150

TeleDirect

MARCH 15, 2025

These centers provide support for a wide range of industries, including: Healthcare and medical services E-commerce and retail Financial services and banking Technology and IT support Travel, hospitality, and airlines Insurance and legal services Benefits of Choosing a US-Based Call Center 1.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62

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

AWS Machine Learning

JULY 10, 2024

This process enhances task-specific model performance, allowing the model to handle custom use cases with task-specific performance metrics that meet or surpass more powerful models like Anthropic Claude 3 Sonnet or Anthropic Claude 3 Opus. Under Output data , for S3 location , enter the S3 path for the bucket storing fine-tuning metrics.

APIs 130

APIs Airlines Metrics Engineering 130

Beyond Philosophy

JULY 5, 2016

Accueil can be seen in transactions and relationships with companies like Southwest Airlines, Trader Joe’s, and USAA. Most companies collect small and big data to do more targeted marketing selling, and use metrics like customer satisfaction, indices, NPS and/or CES to reward or punish employees.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

Interaction Metrics

MARCH 27, 2025

At Interaction Metrics, our approach to increasing customer retention is informed by the real problem with most customer feedback surveys: theyre impersonal, ineffective, and often ignored. Airlines and hotels use this strategy all the time. You can measure retention easily by measuring your customer retention rate as a percentage.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

TechSee

MARCH 26, 2019

It is a core metric that helps measure customers’ overall perception of a brand and the likelihood of them recommending the product or service to a friend. While a wide range of factors can affect NPS, there are common elements that directly impact the metric and the overall customer experience. What is Net Promoter Score? Appliances.

Airlines 136

Airlines Contact Center Benchmark Banking 136

Netomi

AUGUST 31, 2022

Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. However, key customer support metrics may paint a more complete picture of success for the long-term viability of a business. So what customer service KPI metrics are worth obsessing over?

Metrics 75

Metrics Customer Service Virtual Agent Average Handle Time 75

Vistio

MAY 8, 2023

[ 8:46 – 9:05 ] Remember The Good Hearts Law: when a metric becomes a target it ceases to be a good metric, because behavior will change to achieve the metric, and not necessarily to produce the intended consequences. Then measure that in every way you can, because we aren’t saying metrics are unhelpful.

Metrics 52

Metrics Customer Experience Airlines Government 52

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. While CSAT is a transactional measure and NPS is a relationship metric, CES can be either. 2) Disagree. (3)

Metrics 48

Metrics Customer Service Airlines Contact Center 48

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Are you tracking these 3 customer service metrics in your contact center? Customer Satisfaction (CSAT).

Metrics 49

Metrics Airlines Customer Service Contact Center 49

Win the Customer

NOVEMBER 14, 2016

More UK businesses are nailing both metrics; but customers aren’t after just a quick response. No list of companies that get customer service on social media is complete without mentioning the American airline JetBlue. In a Socialbakers report , Virgin Media responded to 97% of customer queries posted on Facebook! Conclusion.

Customer Service 145

Customer Service Airlines Marketing Banking 145

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Are you tracking these 3 customer service metrics in your contact center? Customer Satisfaction (CSAT).

Metrics 49

Metrics Airlines Customer Service Contact Center 49

Netomi

AUGUST 10, 2022

Metrics are critical in order to gauge the performance of both support teams and the technology solutions behind them in any project. As you progress with your conversational AI journey, which key customer experience metrics can you see improve with AI? The Top 6 Conversational AI Metrics that Matter. Deflection Rate.

Metrics 59

Metrics Average Handle Time Airlines Chatbots 59

ijgolding

DECEMBER 4, 2017

Yet how useful is NPS really, unaided by any other metric, as an effective way of assessing an organisation’s appeal to its customers? Customers of an airline, for example, need a seat in an airplane that will take them safely to their destination on time. A haute cuisine meal on the flight, by contrast, is a want , not a need.

Metrics 102

Metrics Airlines Benchmark Feedback 102

Netomi

DECEMBER 23, 2021

As with any large project or undertaking, metrics are key in order to gauge performance. Metrics are important to track for all aspects of a business, from sales, marketing and financial performance, to overall customer service. Here, we break down the top 10 chatbot evaluation metrics to have on your radar. .

Chatbots 52

Chatbots Metrics Airlines Consulting 52

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. However, when it comes to industry, CSAT varies. . A new list of benchmarks is published each year by ACSI, with minor quarterly updates. . Below is the complete list of the newest CSAT benchmarks. Ambulatory Care: 77%. Apparel: 79%.

Benchmark 117

Benchmark Wireless Airlines Banking 117

CSM Magazine

NOVEMBER 1, 2022

In tough economic environments, hitting metrics can take on increased importance for companies to justify their budgets, but organizations can’t afford to lose sight of the overall customer experience by focusing solely on operational goals. For example, 63% of people want to book airline tickets without talking to the airline.

Airlines 98

Airlines Wait times Feedback Metrics 98

Netomi

MARCH 27, 2022

Comparing CSAT to other popular consumer metrics. The metric measures sentiment towards your product, service or a specific interaction. It’s important to realize that CSAT differs from Net Promoter Score (NPS), another popular metric. CSAT differs from other popular customer service metrics that are used by companies.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

ProProfs Blog

AUGUST 28, 2020

In his recent podcast with Ronn Torossian – Crisis Management and Customer Experience , Shep Hyken discusses the example of United Airlines. Hyken expresses how such incidents lower “our expectations of airlines.” But make sure you track the outcome of each technique through customer experience metrics.

Self service 157

Self service Feedback Airlines Metrics 157