Beyond Philosophy

MARCH 5, 2015

Southwest Airlines is a great Customer-centric airline with excellent employee engagement. What Southwest Airlines is not, at least according the US Department of Transportation, is punctual, which is clearly not a great stat when you are in the transportation game. Should 4% of Customers Dictate Strategy?

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

MARCH 27, 2021

Once they hear the song or walk into an air-conditioned building, they are transported to our family trips in the US when they were young. However, these examples also represent critical areas for your Customer Experience design. Key Ideas to Improve your Customer Experience. Please tell us how we are doing!

Transportation 369

Transportation Consulting Consulting Call Center 369

Beyond Philosophy

NOVEMBER 4, 2018

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Your Customers Like Their Version of Convenience, Too. Having a convenient experience is critical, and it is complicated, too.

Customer Experience 186

Customer Experience Banking Transportation Entertainment 186

Beyond Philosophy

NOVEMBER 8, 2018

I was a keynote speaker there for a Customer Experience conference. There is a lot of Customer Experience activity happening there. He explained on a recent podcast the reason improving Customer Experience is such a hot trend in the Middle East has been the liberalization of markets there.

Customer centricity 385

Customer centricity Transportation Consulting Consulting 385

Beyond Philosophy

MARCH 9, 2018

They are utterly irrational and often overlooked, yet they are critically important to both marketing and the field of customer experience. And then the Texas Department of Transportation hired an ad agency that looked at the worst offenders – men between the ages of 16-24. Why Customers Make Strange Decisions.

Transportation 445

Transportation Consulting Consulting Marketing 445

Beyond Philosophy

MAY 18, 2018

it helped people transition to a new mode of transportation. The only thing I hear in my shopping experience is the ringing of my front doorbell with the delivery of my purchases. Or that the automobile replaced the horse for transport. The horse’s head also was a fuel tank, by the way! To read more about it, please click here.

Transportation 296

Transportation Consulting Consulting Customer Experience 296

ShepHyken

JANUARY 19, 2022

But what I want to share now is the example of a surprise that came from a most unlikely source, the TSA, as in Transportation Security Administration. . I’m enjoying a box of chocolates a client sent as I create this post. And of course, I love surprising others.

Transportation 334

Transportation Customer Service Personalization Customer Experience 334

Beyond Philosophy

AUGUST 21, 2020

I am fascinated by the significance of emotion as drivers of customer experience and behavior. Professor Melumad’s research signals the importance of considering the emotional aspect of an experience. Therefore, we’re trying to convey the main takeaway when we write on our phone. However, will that always be the case?

Transportation 448

Transportation Surveys Consulting Consulting 448

Beyond Philosophy

MARCH 23, 2018

Forbes and her colleagues studied Department of Transportation records for 160 million commercial airline flights between 1990 and 2016. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. What was really going on here?

Airlines 310

Airlines Management Transportation Consulting 310

Beyond Philosophy

AUGUST 20, 2020

I am fascinated by the significance of emotion as drivers of customer experience and behavior. Professor Melumad’s research signals the importance of considering the emotional aspect of an experience. Therefore, we’re trying to convey the main takeaway when we write on our phone.

Transportation 870

Transportation Surveys Consulting Consulting 870

Beyond Philosophy

DECEMBER 22, 2016

What happens when you take the people out of an experience that was traditionally a human-based interaction? And what does this mean to the future of Customer Experience? Amazon and Uber have been making headlines by eliminating the humans from areas of the Customer Experience where a person is usually involved.

Transportation 321

Transportation Consulting Consulting Personalization 321

ShepHyken

MAY 30, 2018

Questioning the “why” behind the “what,” you get a better understanding of what’s driving decisions, and as a result, can create a better customer experience. Is all they want transportation? It might be congruent with the customer’s lively personality. Why does a person want a fancy red sports car?

Transportation 245

Transportation Personalization Customer Experience Sales 245

CSM Magazine

OCTOBER 10, 2024

This technology transports the Walmart shopping experience into virtual social spaces, opening new avenues for revenue generation. These innovations extend beyond the US market. Walmart plans to implement tailored item recommendations in Canada and Mexico, showcasing its commitment to global retail transformation.

Customer Experience 52

Customer Experience Transportation APIs Technology 52

Cyara

AUGUST 24, 2023

Public transportation isn’t usually known for innovative, forward-thinking approaches to customer experience. As urban centers grow more crowded each year, their public transport systems are struggling to evolve.

Transportation 67

Transportation Chatbots Customer Experience 67

Beyond Philosophy

MAY 31, 2019

Facial recognition technology and facial expression analysis yield some new and exciting data about how customers feel during a Customer Experience. This episode of The Intuitive Customer asks the question Why Are We Scared of New Technology? We have some exciting new technology for CX.

Technology 239

Technology Transportation Consulting Consulting 239

Beyond Philosophy

JANUARY 14, 2016

Transportation Secretary, Anthony Foxx, explained that it is the manufacturer’s obligation (by federal law) to report warnings about safety issues. Target and Snapchat: The Power of Customer . 4 Ways to Gain Customer’s Trust in Data Security. But what’s worse, this isn’t the first fine related to safety regulations.

Transportation 253

Transportation Consulting Consulting Engineering 253

Beyond Philosophy

MAY 7, 2020

Even the TSA (Transportation Security Administration) gets this idea of segmenting based on skills and experience. It is essential to ensure that customers have advocates within your company who look at things from the customer’s perspective, as opposed to everyone maximizing the benefit to the company with their every move.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

ijgolding

OCTOBER 17, 2016

Despite transporting us to all corners of the UK; the entire length of France; and from La Coruna to Barcelona and Menorca in Spain; all good things come to an end. We left with a very good feeling – not just about the car, but about the dealer as well – the WHOLE EXPERIENCE gave us confidence and peace of mind.

Customer Experience 111

Customer Experience Transportation Airlines Advertising 111

Call Design

OCTOBER 12, 2022

The leaders in the development of safe, integrated and efficient transport systems for the people of New South Wales, Transport for NSW has selected Alvaria WEM Suite, provided by Alvaria channel partner Call Design. Reshaping Customer Experience. Learn more about the Alvaria Workforce Engagement Management (WEM) Suite.

Transportation 78

Transportation Management Employee engagement Consulting 78

Call Design

OCTOBER 12, 2022

The leaders in the development of safe, integrated and efficient transport systems for the people of New South Wales, Transport for NSW has selected Alvaria WEM Suite, provided by Alvaria channel partner Call Design. Reshaping Customer Experience. Learn more about the Alvaria Workforce Engagement Management (WEM) Suite.

Transportation 78

Transportation Management Employee engagement Consulting 78

Beyond Philosophy

JUNE 29, 2016

For transportation, we have Uber and Lyft. This is the dark side of the sharing economy, where savvy entrepreneurs can set up a website and interface that makes it easy for anyone to find and do business with individual property owners and independent contractors. For accommodations, there’s Airbnb and VRBO.

Transportation 282

Transportation Consulting Consulting Personalization 282

Beyond Philosophy

NOVEMBER 3, 2014

Both of these challenges present obstacles to reliable delivery windows, not to mention food storage for transportation, i.e., the ice cream melts by the time it gets to the consumer’s house. As we have said in other posts, changing customer’s behavior can be difficult (Link once published). However, the hold up could be the consumer.

Marketing 220

Marketing Transportation Customer emotions Customer centricity 220

Beyond Philosophy

SEPTEMBER 6, 2018

Goldsmith says another way scarcity occurs in the consumer realm is when the shelves look empty at a store like they do when there is severe weather or a transportation strike. Positioning your product to help customers be as competitive as possible is the best way to get them to want your product or service.

Marketing 53

Marketing Transportation Customer emotions Consulting 53

CSM Magazine

FEBRUARY 12, 2025

However, superior customer service is what truly sets the best moving companies apart. After all, packing and transporting belongings is just one part of the jobmaking customers feel supported, heard, and reassured is equally important. Customers need to know what to expect at every stage of the moving process.

Transportation 52

Transportation Customer Service Chatbots CRM 52

PeopleMetrics

JULY 9, 2014

My only mode of transportation. When you focus, you can make a smaller change that has a greater emotional impact on your customers, thereby building greater brand trust. 1 for a Great Customer Experience. Hopefully, this has inspired you to deliver an even better customer experience in your own business.

Customer Experience 116

Customer Experience Transportation Advertising Customer centricity 116

The Petrova Experience

DECEMBER 17, 2024

And in the US, we are all trying to figure out how to leverage the historical bipartisan decision to provide 15Bn in transportation investment. It is a customer experience checklist. If you are a stakeholder in airport design and construction, or a customer experience designer, it’s time to learn.

Transportation 75

Transportation Best practices Construction Wait times 75

ShepHyken

MAY 1, 2017

Customer Experience is the New Marketing and Customer Experiences are the New Brand by Brian Solis. So when a several big brands in the beverage, transportation, banking and airline industries were suddenly in the global media hot seat, we had a laugh and productive conversations behind the scenes.

Customer Service 213

Customer Service Transportation Entertainment Airlines 213

ShepHyken

JANUARY 19, 2018

From lower shipping costs to a better customer experience, parcel lockers can offer big benefits for retailers. Enhancing the Customer Experience. Parcel lockers greatly enhance the customer experience by offering a convenient 24/7 delivery option. Delivery and Returns.

Transportation 185

Transportation Metrics Customer Experience Customer Support 185

JustCall

AUGUST 8, 2023

By accurately forecasting market trends and analyzing data, AI algorithms can optimize service levels, reduce transportation costs, and ultimately save money. AI algorithms can suggest efficient routes and distribution strategies by analyzing factors such as inventory levels, demand patterns, and transportation networks.

Transportation 52

Transportation Chatbots Engineering Enterprise 52

Myra Golden Media

MAY 14, 2021

Q “I work in public transportation, and we still have strict mask requirements. I’ve had customers snatch the complimentary mask out of my hand and throw it on the floor. Many customers don’t acknowledge me when I politely tell them to wear a mask. A woman flipped me off and said something profane.

Transportation 199

Transportation Customer Service Customer Experience 199

AWS Machine Learning

MARCH 31, 2023

In this post, we share how the Kentucky Transportation Cabinet’s (KYTC) Department of Vehicle Regulations (DVR) reduced call hold time and improved customer experience with self-service virtual agents using Amazon Connect and Amazon Lex. He has been with the Transportation Cabinet since 2016 working in various IT roles.

Virtual Agent 101

Virtual Agent Self service Transportation Customer Experience 101

CSM Magazine

MAY 6, 2024

Improving customer service in the auto transport industry involves offering custom solutions tailored to each client’s unique needs. Utilizing customer portals and GPS tracking for better communication with customers also plays a crucial role in improving overall satisfaction.

Transportation 52

Transportation Customer Service Automotive Customer centricity 52

Cisco - Contact Center

FEBRUARY 1, 2021

A Transporter By Any Other Name. Many people think that the concept of the transporter was created by the writers on Star Trek, however an episode of the British puppet series Fireball XL5 depicted teleportation in March of 1963. End-to-end visibility on customer experience interactions with your business. Learn More.

Contact Center 85

Contact Center Transportation Customer Experience Wireless 85

The Petrova Experience

OCTOBER 6, 2022

Because, historically, customer experience design has been looked at as the last step, nice-to-have for transportation design-build projects. You cannot see and touch passenger experience the same way you can an elevator, a platform, or a bridge. You can’t hold customer experience the way you can hold a light fixture.

Transportation 52

Transportation Engineering Journey mapping Customer centricity 52

ShepHyken

JANUARY 24, 2023

Top Takeaways: The optimal response time to a customer asking for support has more to do with the problem they are trying to solve than the channel they are using to reach out with. These industries require larger, highly scalable teams to meet the customer’s needs. The result could mean lost customers.

Transportation 166

Transportation Advertising Analytics Chatbots 166

Toister Performance Solutions

JULY 15, 2021

Note: The following is an excerpt from Chapter 7 of The Guaranteed Customer Experience. That might seem inconceivable to many people, but a car isn't necessary if you live in a city that has reliable public transportation—like Portland, Oregon. Customers like Pascoe are trying to solve a transportation problem.

Transportation 75

Transportation Customer Experience Construction Management 75

Nicereply

DECEMBER 5, 2019

In 2019, as predicted, customer experience has become one of the crucial business strategies for leading brands. Customer experience is the new battleground for leading organizations worldwide. It also has been found that almost 86% of the buyers are willing to pay extra for rich customer experience.

Customer Experience 90

Customer Experience Transportation Customer centricity call center software 90