ijgolding

OCTOBER 19, 2015

I discovered midway through writing it that my flight had been cancelled – not from my airline (SAS – Scandinavian) – but by overhearing two passengers having a conversation with each other. At the centre of the chaos was a human – not an employee of SAS – the airline who had caused the problem was nowhere to be seen.

Customer Experience 78

Customer Experience Airlines Customer Centricity Customers 78

Michel Falcon Experience

OCTOBER 23, 2014

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization.

2015 154

2015 Competitive Advantage Employee Experience Customer Retention 154

Beyond Philosophy

OCTOBER 8, 2014

I think spinning off into PayPal is great for consumers in many ways, including: It gives PayPal a chance to build a new brand. By spinning off into their own entity, they can become a more prestigious brand in a new dynamic market. Competition is great for Customer Experience. Airlines don’t either.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

I think spinning off into PayPal is great for consumers in many ways, including: It gives PayPal a chance to build a new brand. By spinning off into their own entity, they can become a more prestigious brand in a new dynamic market. Competition is great for Customer Experience. Airlines don’t either.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. What’s your company’s brand essence? Don’t stop there.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Qualtrics

DECEMBER 20, 2018

Qualtrics is on a mission to enable our customers to radically improve the experiences that matter to their customers, their brand, their products and critically, their employees. My own why is to always put experiences first (whether they are for family, colleagues or in my customer and product interactions).

Management 34

Management Culture Airlines Touchpoint 34

Qualtrics

DECEMBER 20, 2018

Qualtrics is on a mission to enable our customers to radically improve the experiences that matter to their customers, their brand, their products and critically, their employees. My own why is to always put experiences first (whether they are for family, colleagues or in my customer and product interactions).

Management 20

Management Culture Airlines Touchpoint 20