ShepHyken

JANUARY 18, 2019

The proliferation of AI and automation into our work and personal lives means that the nature of work is changing. Would you ever use that airline again? How committed are you to creating a better experience for consumers if your strategic goals aren’t truly strategic? Would you consider that a great customer experience?

Customer Experience 249

Customer Experience Airlines Average Handle Time Contact Center 249

PeopleMetrics

JANUARY 29, 2025

Surveys are anonymous, sample-based, often lengthy, and delivered via a report in weeks/months. Surveys are short, continuous, and usually operationally focused. Example: An e-commerce company embeds a question about product design preferences into its post-purchase VoC survey.

Marketing 116

Marketing Airlines Surveys Feedback 116

ShepHyken

OCTOBER 20, 2024

Personalization Done Right by Mark Abraham and David C. Spotify attributes a large part of its success to its personalized recommendations—its user base and revenues have both increased by 1,000% in the past decade to more than 600 million users and $14 billion, respectively. That is the epitome of successful relationship marketing.

Customer Service 193

Customer Service Customer centricity Entertainment Airlines 193

Beyond Philosophy

DECEMBER 10, 2021

He says that any time you link a survey-based score to someone’s career or compensation, bad things happen. 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 Accountability SaaS 273

GetFeedback

NOVEMBER 20, 2018

And we’ve all seen the damage bad customer experience can do to even established companies like United Airlines. Why the average customer satisfaction survey doesn’t work. If you’ve ever taken a customer satisfaction survey, odds are it looked something like this: . What do you think about us?

Surveys 102

Surveys CRM Feedback Airlines 102

Beyond Philosophy

AUGUST 6, 2022

From theme parks to airlines, the responses to my rant revealed issues that seem to encompass a wide range of businesses. For example, one reader shared her perspective as a Dutch person living in Britain. Complete this short survey. Also, some of the problems are cultural. Please tell us how we are doing!

Airlines 243

Airlines Consulting Consulting Customer Experience 243

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

ShepHyken

JUNE 22, 2018

This move away from the occasional access model of PCs to the constant access of the mobile means that we view any interactions on our mobile devices as being infinitely more personal. In my personal experience of demoing RCS, everyone who sees it wants to know how soon they can have it. We open every text message.”

Customer Experience 39

Customer Experience B2C Airlines Technology 39

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. Personalizing Customer Interactions One-size-fits-all approaches seldom create strong emotional connections.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

ShepHyken

MARCH 23, 2018

63% of US CEOs are hiring , but they say it is more difficult to find the qualified workers they need (PwC 21st Annual Global CEO Survey). Situation : Your latest employee survey reveals a decline of trust in leadership. Ongoing communication is the key to any healthy, successful personal relationship. Distrust of leadership.

Airlines 210

Airlines Morale Benchmark Marketing 210

Beyond Philosophy

DECEMBER 10, 2022

Looking at you, United Airlines.) When you want a person to do something, you have probably heard that you should explain the benefits they will enjoy from doing so. Your content should have a benefit that appeals to the sharer and collaborator, and a benefit to whom the person shares it. Complete this short survey.

Airlines 170

Airlines Consulting Consulting Surveys 170

Bill Quiseng

JUNE 19, 2017

The American Customer Satisfaction Index found that the response rates for electronic surveys were averaging between 5% and 15%. So if surveys are your only source of feedback, then at the most, you personally know 15% of all your customers’ angst. What can I do for you? Otherwise they wouldn’t have said anything.

Customer Service 139

Customer Service Management Employee engagement Airlines 139

PeopleMetrics

JANUARY 20, 2025

Example: Imagine an airline using an LLM-powered VoC platform to analyze feedback. The LLM flags this as a new topic, prompting the airline to investigate. Example : A retail chain receives over 10,000 survey responses in a month. Instead of just listing issues, they provide context and clarity.

Analytics 118

Analytics Airlines Feedback Surveys 118

Interaction Metrics

NOVEMBER 11, 2024

Is your survey a customer listening vehicle? On this episode of the ‘Amas Talks’ podcast, Amas and Martha agreed that if you’re considering how to improve surveys, a survey audit is the first step toward excellent survey design. Or could it be improved? Amas: You’ve been around this space forever.

Surveys 62

Surveys Airlines Benchmark Feedback 62

HGS

OCTOBER 30, 2014

Think about the last time you booked an airline ticket or placed an order for a product. According to the January 2014, McKinsey Quarterly, 75% of surveyed consumers said they would prefer to use online support if it were reliable and provided accurate and complete information. Don’t customers want to talk to “a real person”?

Telecommunications 130

Telecommunications Airlines Self service CRM 130

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

CSM Magazine

AUGUST 22, 2024

Shangri-La has been ranked as Singapore’s top customer service provider in a new survey conducted by The Straits Times and Statista. The survey evaluated customer service across various sectors, with over 5,500 respondents participating. 5, while airlines All Nippon Airways and Singapore Airlines secured the No.

Surveys 52

Surveys Airlines Customer Service Transportation 52

Win the Customer

NOVEMBER 14, 2016

How about being a bit more personal and actually communicating with your customers? In one Social Habit survey , 32% of respondents said they expect a reply within 30 minutes of contacting a brand on social media. On social media, companies should aim to employ a more personal tone in their interactions. Conclusion.

Customer Service 145

Customer Service Airlines Marketing Banking 145

CSM Magazine

OCTOBER 5, 2018

The survey asked British airline passengers what they currently think of the digital flight experience and how much more personalised they would like real-time digital services to become. Some of the key findings are: Airlines’ digital service apps are popular. knowing their personal interests. luggage is.

Airlines 40

Airlines Customer Service Surveys Personalization 40

PeopleMetrics

JUNE 4, 2019

For example, in the airline industry, customers with the highest CLV are frequent fliers. American Airlines serves so many customers each day that following up with every individual complaint about a rude flight attendant or a broken seat is impossible. SURVEY RESPONSE RATE: 15 - 30%. SALES FORCE: Key touchpoint. Usually 1-2.

B2C 122

B2C B2B Real estate Airlines 122

ProProfs Blog

AUGUST 19, 2020

Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. . Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies.

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

Kayako

DECEMBER 8, 2016

Our survey found not even peer recommendation can win back a lost customer. Our survey results show you can’t rely on peer recommendations bringing your customers back (though that doesn’t mean you shouldn’t keep working hard to satisfy your existing customers!). One mistake and you can lose a customer for life.

Customer Service 116

Customer Service Airlines Surveys Marketing 116

Fonolo

APRIL 17, 2019

It was just last year that Air Canada was flying high after being named Best Airline in North America by Skytrax, an independent U.K. research firm that surveys 20 million global travelers yearly. On paper, our beloved national airline, this flag carrier, is a nerdy octogenarian with an affinity for collecting accolades.

Airlines 78

Airlines Transportation Contact Center Self service 78

ProProfs Blog

AUGUST 28, 2020

They want more personalization during their experience with your brand. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Understand that customers expect a personalized experience when approaching your brand for support.

Self service 157

Self service Feedback Airlines Metrics 157

CX Accelerator

JUNE 19, 2018

For example, we show empathy when we put ourselves in the shoes of an elderly person and give them our seat on a crowded bus. But what happens when we are sitting behind a computer screen looking at call centre costs racking up from repeat callers or negative customer survey results?

Customer Experience 159

Customer Experience Airlines Morale Surveys 159

PeopleMetrics

JANUARY 31, 2025

Example: A SaaS company uses AI to track sentiment across executive check-ins, support interactions, and periodic VoC surveys. AI identifies that a longtime clients sentiment has been gradually declining over the past three quarterseven though no individual survey showed extreme dissatisfaction.

B2C 62

B2C B2B Airlines Surveys 62

ProProfs Blog

OCTOBER 31, 2018

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. Bad reviews tend to go viral (as in the case of United Airlines). It takes thorough data gathering and researching about your target audience to create a personalized interaction with them. Personalized Engagements.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

TechSee

OCTOBER 15, 2019

A recent survey revealed that 76% of customers who churned after experiencing poor service admitted sharing their disappointment with others. For example, when a Delta Airlines flight was significantly delayed due to severe weather, the airline bought pizza for the passengers and encouraged them to share the experience on social media.

Customer retention 107

Customer retention Airlines Personalization Surveys 107

Netomi

MARCH 27, 2022

For example, if you spring for a first-class ticket on a flight, you are going to expect more personal and proactive service from flight attendants. In Economy airline travel , there’s no expectation for a glass of champagne before takeoff. CSAT is often measured by completing customer satisfaction surveys. Extremely Satisfied

Airlines 93

Airlines Benchmark Surveys Customer Support 93

CSM Magazine

NOVEMBER 1, 2022

Qualtrics XM Institute surveyed more than 33,000 consumers across 29 countries to understand what is driving the current consumer mindset as the economy pushes people to make tough decisions on where and how they spend their money. A personable service agent has a bigger impact on consumer satisfaction than a short wait time.

Airlines 98

Airlines Wait times Feedback Metrics 98

Toister Performance Solutions

JANUARY 29, 2019

I then launched a survey to ask readers for their feedback on three cover options. The survey was up for just a few days and a 135 people responded. After all, more than half of all survey respondents picked that option. Fortunately, I also included a comment field in the survey. Here were the results: Option A (28%).

Surveys 53

Surveys Airlines Accountability Feedback 53

VocalCom

APRIL 16, 2018

When measuring customer experience, your company likely includes surveys in your approach. While this practice remains a viable method for gaining feedback, how your company sends these surveys is critical to getting responses. For maximum engagement, your brand must modernize survey practices in a way that appeals to customers.

Surveys 48

Surveys Contact center software Airlines Feedback 48

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. The Technology Angle.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

ProProfs Blog

DECEMBER 21, 2020

Personalized customer service and support. And things may go down easily for you if you fail to personalize the journey for the buyer persona’s. According to ITSMA, buyers are 48% more likely to consider solution providers that personalize their marketing to address their specific business issues. Post-chat survey feedback.

Surveys 148

Surveys Benchmark Feedback Sales 148

C3Centricity

OCTOBER 22, 2020

In the Janrain report “Brand Trust Survey” 48% of US internet users try to buy exclusively from companies they trust to protect their personal data. More than three out of five consumers say retail technologies have improved their shopping experiences, according to a survey by the National Retail Federation.

Advertising 138

Advertising Surveys Entertainment Feedback 138

C3Centricity

SEPTEMBER 12, 2016

Meal service is a three-star affair, not the snacks that most airlines offer today. Cozy blankets and pillows are provided, together with headphones and a personal entertainment system. They would put every airline business class to shame! And the seats, oh the seats! So how do you make your own customers feel more comfortable?

Airlines 129

Airlines Coaching Banking Customer centricity 129

Help Scout

APRIL 27, 2021

Your relationships with your customers have more in common with relationships in your personal life than you might think. Unlike other metrics, like Net Promoter Score , Customer Effort Score , or Customer Satisfaction Score , there isn’t a defined way to measure your customer happiness — unless you create another survey to do so.

Airlines 135

Airlines Metrics Surveys Sales 135