Beyond Philosophy

DECEMBER 10, 2018

When I checked my email the next morning, there was a survey from the hospital. This absurd question made me aware of how many surveys I actually receive. Survey Overload. In those days, customer surveys played an important role in getting feedback from people who had done business with you. They have gotten annoying.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

CCNG

AUGUST 16, 2023

In today’s environment, surveys seem to be everywhere. We are sent a survey after nearly every transaction. The mix of transaction and relationship surveys has at times become indistinguishable to customers. Having tools to monitor the number of surveys sent to customers is important. Biased surveys are indeed useless.

Surveys 195

Surveys CCNG Airlines Consulting 195

ShepHyken

DECEMBER 21, 2020

Now you have the research from more than 7,000 people surveyed to back that up. Airline Customer Service Improved In 2020. Forbes) Airline customer service improved in 2020, rising to its highest level since 1994. My Comment: Did satisfaction ratings in the airline industry really go up? Here’s Why.

Airlines 308

Airlines Customer Service Advertising Customer Experience 308

Beyond Philosophy

JUNE 9, 2015

They still approach their airline with an internal focus. In a survey published by UK branding company Siegel+Gale, the airline’s app (where you can download your boarding pass and save $69 in “airport check in fee) was singled out as a “major headache.” Their words have changed; their actions haven’t.

Airlines 344

Airlines B2C Surveys B2B 344

Beyond Philosophy

AUGUST 14, 2017

In one survey, 56 percent of respondents said they’d like to see a more authentic, location-based experience in airports. But with high passenger volume, airline cost-cutting measures, carry-on baggage restrictions and ever-changing security and airline rules, flying can still be stressful and unpleasant. PR Nightmare!

Airlines 0

Airlines Consulting Consulting Customer Experience 0

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.

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Surveys Airlines Benchmark Feedback 62

Beyond Philosophy

JANUARY 5, 2015

Other companies on the list included Southwest Airlines and Disney along with other big brand names. I wrote about Google , Southwest Airlines , and Disney before. All of these companies have something in common: their employees are happy and engaged with their brand promise and they provide a good Customer Experience.

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Airlines Surveys Customer Experience 310

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. 4) Customer surveys have power.

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Airlines Customer Service Surveys Feedback 213

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 98

B2C B2B Airlines Surveys 98

ShepHyken

DECEMBER 4, 2020

This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. That means two-thirds of the organizations we surveyed have not prioritized customer experience in their budgets and overall strategy. If this airline has primarily leisure travelers (i.e. Wrong Customer Experience.

Customer Experience 281

Customer Experience Airlines Customer centricity Surveys 281

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

ShepHyken

NOVEMBER 26, 2018

No, I Don’t Want to Take Your Survey By Gerry McGovern . CMSWire) Take your survey? Do customers really want to take your survey? Marketoonist) Singapore Airlines has long been a pioneer in customer experience, not just in airlines, but the hospitality industry in general. Help you improve your website?

Airlines 215

Airlines Customer Service Employee engagement Morale 215

Beyond Philosophy

AUGUST 9, 2019

Every time I fly back and forth to England, they send me a survey. However, I never fill out the survey unless I had either a very good or very poor flight. This survey is an example of why VOC data measurement is flawed. They want to know more about my experience on the flight.

Airlines 262

Airlines Surveys Consulting Consulting 262

ShepHyken

JANUARY 18, 2019

We see numerous instances of contact center operators focusing more on improving the tactical side of operations like reducing average handle time or getting more surveys filled out while ignoring the more strategic goal of improving efficiency and eliminating the redundant. Would you ever use that airline again?

Customer Experience 247

Customer Experience Airlines Average Handle Time Contact Center 247

Beyond Philosophy

JUNE 27, 2019

Surveys aren’t a reliable source because customers often won’t tell you what they really think. For example, on a recent Delta Airlines flight, I boarded the plane based on facial recognition instead of a boarding pass. You never see your customers face to face, nor do you have a chance to chat with them.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

Aspect

JUNE 29, 2017

When it comes to customer service departments, few industries underwhelm on an annual basis quite like the airline industry. In fact, despite several recent PR missteps, the airline industry just had its highest rating ever bestowed on it by the American Customer Service Index. Can travelers help airlines by helping themselves?

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Airlines Interactive Voice Response Customer Service Self service 79

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! The airport wants a survey from you on your bathroom experience. Gross and what is the point?

CCNG 195

CCNG Airlines Surveys Feedback 195

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

MAY 8, 2017

FCR) I recently flew on one of the major airlines and observed many opportunities for improvement (a phrase we like to use in contact centers). My Comment: With all of the negative press that has come out on the airlines since the United incident a month ago, this article shares some positive insights and is a breath of fresh air.

Customer Service 204

Customer Service Airlines B2B Marketing 204

ShepHyken

NOVEMBER 23, 2020

Southwest Airlines knows this – they excel by putting employees at the center of their business. My Comment: As long as we’re learning from Chewy.com in our first article, how about we learn from Southwest Airlines. How Useful Are Likelihood to Recommend Surveys? by Utpal Dholakia Ph.D. by EHL Insights.

Customer Service 173

Customer Service Airlines Surveys Contact Center 173

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: . You may not have even considered it a survey.

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Surveys CRM Feedback Airlines 102

ShepHyken

JUNE 4, 2018

HBR) In April 2017, United Airlines encountered public outrage when an Asian passenger was dragged out of his seat and off of an overbooked United Airlines plane. Stats and facts from numerous surveys show the best places to buy from are also the best places to work. Feldberg & Tami Kim.

Customer Service 192

Customer Service Airlines CRM Employee engagement 192

Beyond Philosophy

AUGUST 8, 2016

This example of a high point in a Customer Experience from Southwest Airlines didn’t cost a dime—but it ended up on CNN Primetime, not to mention raising the spirits of the passengers on board. However, a survey question that I received after my stay summarizes it. However, every moment doesn’t always have to cost a lot.

Entertainment 264

Entertainment Airlines Consulting Consulting 264

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 SaaS Accountability 273

Beyond Philosophy

DECEMBER 8, 2023

10:19 Colin shares how he discovered that he wasn’t really as loyal to Delta Airlines as he thought he was. Complete this short survey. Here are some other key moments in the discussion: 02:03 We discover how Colin decided to cover this topic from his recent client meeting. How can we help? Please tell us how we are doing!

Airlines 221

Airlines Consulting Consulting Education 221

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

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. Complete this short survey. Interestingly, it is not simply a case of a single company or industry experiencing failures; the problem is everywhere. Specifically, we look at Brexit and economic downturn in Europe.

Airlines 243

Airlines Consulting Consulting Customer Experience 243

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. But how valuable is it really? What drives a positive experience is applicable to any industry.

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Customer Service Wireless Chatbots Airlines 232

Advantage Communications

OCTOBER 9, 2024

The airline industry is one of the most customer-centric industries, where every interaction matters—whether it's booking a flight, modifying a reservation, or managing a last-minute cancellation. From reservation systems to handling customer inquiries, outsourcing allows airlines to focus on what they do best while enhancing their services.

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Airlines outsourcing Customer Experience Business Process Outsourcing 52

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. Read Shep’s latest Forbes Article: How Southwest Airlines Keeps The Romance Alive With Its Customer.

Airlines 209

Airlines Morale Benchmark Marketing 209

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

ShepHyken

JUNE 22, 2018

Scott’s viewpoints on SMS are backed up by recent industry surveys revealing that text messaging is the preferred channel for customers when engaging with businesses because it’s convenient, fast and easy to use. He noted, “The place where trust still survives is your (mobile) message inbox. We open every text message.”

Customer Experience 39

Customer Experience B2C Airlines Technology 39

Beyond Philosophy

MAY 3, 2018

We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently. Airlines, technology, retail (on and offline), and even hospitals have been merging over the past twenty years. If this week’s news is any indication, telecom customers in the U.S.

Wireless 284

Wireless Consulting Consulting Airlines 284

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. And the easiest way to get customer feedback is by using customer satisfaction surveys. And the easiest way to get customer feedback is by using customer satisfaction surveys. Table of Contents What is a customer satisfaction survey?

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Surveys Feedback Customer Support Wireless 98

CustomerGauge

JANUARY 27, 2016

Starting a Net Promoter program is about improving your customer experience and boosting your customer loyalty, but before you start wowing customers you have to survey them. And part of that process is deciding what type of survey to conduct: relationship, transactional or both. How do I use relationship surveys?

Surveys 75

Surveys B2C B2B Airlines 75

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 60

Surveys Airlines CRM Feedback 60

Beyond Philosophy

DECEMBER 10, 2022

Looking at you, United Airlines.) Complete this short survey. Unless, of course, the viral post is about how you broke a guitar during a customer’s flight and then showed “indifference” to their complaint. That’s a nightmare. Click here to join the other 70,000 subscribers. How can we help?

Airlines 170

Airlines Consulting Consulting Surveys 170