ProProfs Blog

DECEMBER 23, 2019

Maybe a couple of customer surveys. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation. Their feedback towards the services they received via your operators through post-chat survey form. But what is customer centricity ?

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Quiq

JULY 28, 2022

CX fell for 19% of brands in 2022—the highest proportion of brands to drop in one year since the survey’s inception. Airlines and hotels are among the top industries seeing a drop, brought on by both internal and external factors. After your guests purchase an airline ticket, can you provide FAQs about their travel destination?

Customer Service 90

Customer Service Wait times Airlines Morale 90

CSM Magazine

JANUARY 27, 2025

Surveys : Email surveys or pop-up forms on your site can quickly collect valuable input. Encouraging your team to think like problem-solvers not only strengthens customer relationships but also boosts morale. Offering Loyalty and Incentive Programs Why do people keep going back to their favorite coffee shop, hotel, or airline?

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

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

CX Journey

JULY 13, 2017

Herb Kelleher, Southwest Airlines. Employee Engagement is not. a strategy a mandate employee motivation employee recognition something that is "done" (I read an article once that included a note about "if employee engagement is done properly.") I’ve never had control and I never wanted it. They know what needs to be done and they do it.

Employee engagement 51

Employee engagement Airlines Coaching Morale 51

CX Journey

APRIL 19, 2016

IDC's 2015 EXPERIENCES Survey work found that 81% of companies listen to customers about their experiences, but 69.4% A couple of examples of companies with committed CEOs that come to mind include: Southwest Airlines, Zappos , Amazon, and Barry-Wehmiller. Sadly, many companies still aren't focusing on the employee experience.

Employee engagement 56

Employee engagement Airlines Morale Consulting 56

Comm100

OCTOBER 17, 2017

The problem is, you can send out customer survey customer survey after customer survey – despite your best efforts to make a connection, oftentimes you never end up hearing back. Research from OpinionLab shows that 66% of customers prefer to give feedback by actively reaching out – not by taking surveys. Win New Fans.

Customer Service 71

Customer Service Customer Care Surveys Feedback 71

Cisco - Contact Center

MARCH 21, 2019

Your airline app sends you a notification message, an email, a phone call, and a text. “Hi The airline knows who you are, they know your situation, they know when it’s your birthday, they know about the cancelled flight, and they know your preferred connecting cities based on past flights. Would you like that?” You select Yes.

Contact Center 40

Contact Center Airlines Analytics Self service 40

ProProfs Blog

AUGUST 8, 2019

Southwest Airlines. Employees’ morale getting impacted due to incoming complaints. I would recommend you to use a survey maker tool to help you collect customer feedback and learn whether they are satisfied with your services or not. Using a survey maker tool, you can understand what customers want to change in your products.

Customer Service 76

Customer Service Airlines Feedback Sales 76

Fonolo

AUGUST 15, 2019

Just before the turn of the millennium, Ryanair was a tiny, impoverished Irish airline competing with the national carrier, Aer Lingus. As recently as 2017, it was the most profitable airline in Europe, operating 2,000 daily flights from 86 bases. An Image Problem. I should get the Nobel peace prize – screw Bono.” It Pays to be Nice.

Airlines 73

Airlines Customer Service Healthcare Morale 73

Outsource Consultants

JANUARY 3, 2024

Grading our 2023 BPO Industry Predictions Prediction: Agent Morale is 2023’s Top Priority In late 2022, we heard from new clients that a key concern for 2023 was partnering with BPO vendors adept at managing rising attrition rates. This change in focus led clients to make decisions increasingly based on agent satisfaction levels.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

SharpenCX

JANUARY 14, 2020

Can you boost morale, improve your service level, and retain customers without the extra cash? Engage Employees and Boost Agent Morale. Internet and cable providers and airlines top my list. Through customer surveys , make use of your customer’s feedback and focus on the areas that need help. Attitude is everything.

Call Center 76

Call Center Customer Service Morale Finance 76