Beyond Philosophy

AUGUST 11, 2022

When rescheduling a package that failed to deliver, a typo in the postal code ended up with him unable to use self-service, then spending half an hour trying to reach a human employee to remedy it. Big-name brands are blowing it, too. Now, travel is back on, so airlines need pilots. It’s not all bad out there.

Airlines 146

Airlines Net Promoter Score Culture Travel 146

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

Experience Investigators by 360Connext

APRIL 28, 2017

Comcast (yes, Comcast) has been in the middle of a journey to shift both brand perception and the experience they deliver. In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer. Save 1,000 words.

Airlines 152

Airlines 2017 Metrics Social Media 152

Qualtrics

FEBRUARY 17, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Hear from breakthrough brands. 5 experiences that really matter at work. See what’s new in employee experience (EX).

Employee Experience 29

Employee Experience 2020 Leadership Events 29

Ian Williams

JANUARY 11, 2020

They book a flight, a hire car, insurance, ground transport, entertainment – the airline is only responsible for part of the experience, but should be considering the customer’s overall experience and understanding how they can improve or influence it.

Airlines 52

Airlines Transportation Entertainment Insurance 52

Zeisler Consulting

JANUARY 25, 2021

Okay… now, feel free to refer to that as you read on, because I’m not trying to say that engagement isn’t fundamental; in fact, it’s a bedrock necessity if you’re going to provide a good Customer experience that you first ensure you are providing a good employee experience. For example, while I’m sure Zappos!

Airlines 93

Airlines Culture Employee Experience Customers 93

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. Improving the employee experience in this way ultimately enhances the customer experience as well.

Healthcare 52

Healthcare Airlines 2022 Transportation 52

inmoment

MARCH 12, 2020

We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations! While some companies are using this opportunity to confirm the steps they have always taken to protect their customers from diseases, other brands are leading with stating their own business travel policies.

Customer Experience 93

Customer Experience Travel Airlines Financial 93

Beyond Philosophy

JANUARY 5, 2015

Other companies on the list included Southwest Airlines and Disney along with other big brand names. 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. Blogs Employee Experience'

Airlines 124

Airlines Webinar Books 2015 124

Beyond Philosophy

APRIL 15, 2019

Singapore Airlines, which has been consistently voted one of the top airlines in the world, has a strong customer service culture. Employees are the center of customer service because what happens on the inside of a company, will eventually show up on the “outside.” We shouldn’t see employees as simply revenue generators.

Culture 114

Culture Customer Service Leadership Airlines 114

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. As the Fortune article points out, the Generation Z, fun-workplace-seeking employees will comprise at least 20% of the workforce by 2019, just three short years from now. Employee Ambassadorship Can Recruit Your Generation Z Workforce.

2016 113

2016 Social Media CEM Employee Experience 113

ShepHyken

APRIL 6, 2020

The first is based on creating enough value through the experience the customer would never want to go anywhere else. For example, an airline frequent flier program. My Comment: A content marketing strategy isn’t just about marketing and getting name or brand recognition. It’s also about the customer experience.

Article 77

Article 2020 Customer Service E Commerce 77

Beyond Philosophy

JUNE 7, 2016

Whether, as Bob Thompson discussed, the strategy focuses on touchpoint improvements, seamless customer-focused journey, or delivering stand-out, branded experiences (think Zappos, Trader Joe’s, Wegman’s, Southwest Airlines, Zane’s Cycles, Metro or Umpqua Bank), any company can do experience lagniappe.

Brands 74

Brands Customer Experience Banking Competitive Advantage 74

SurveySparrow

JUNE 20, 2023

One element stands out as a game-changer in the fast-paced corporate world where there is fierce competition and constantly changing customer expectations: the customer service experience. It’s the magic element that can turn a one-time customer into an avid advocate of the brand.

Customer Service 52

Customer Service Exceptional Customer Service E Commerce Airlines 52

Calabrio

OCTOBER 19, 2022

Brand Guardianship Is Key to Consumer Loyalty. The State of the Contact Center Report 2022 revealed that consumer loyalty is fleeting which directly impacts brand revenue. 97% of consumers say their contact center interactions directly impact brand loyalty. The answer is clear: build greater brand guardianship.

Connections 59

Connections Contact Center 2030 Events 59

Beyond Philosophy

MARCH 27, 2017

Here’s what I see as the two main issues for Uber, from a customer experience perspective. Uber’s Brand Reputation Has Suffered. In our customer experience research, we’ve learned that people like to do business with brands that share their values. If you enjoyed this blog, you might also like: Cheap Airlines: Low Prices!

Airlines 135

Airlines Leadership Consulting Culture 135

Kustomer

OCTOBER 7, 2021

Listen to the full podcast to learn more about building connections between customer and brand. Automating mundane tasks has proven to make the jobs of CX agents much more invigorating and it even helps with employee retention rates. Personalizing the Brand Experience. Robots, Friends, or Foes to CX?

Banking 98

Banking Contact Center E Commerce Airlines 98

CX Journey

JUNE 23, 2015

Fact: The employee experience drives the customer experience. Herb Kelleher, Southwest Airlines How, then, do we get to this state of nirvana? First and foremost, no one can make an employee engaged. to facilitate and enhance those emotions or that commitment - then we have employee engagement.

Engagement 81

Engagement Airlines Employee Experience 2015 81

Beyond Philosophy

JUNE 1, 2015

These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. Loyalty programs continue to grow, but they are also tending to become more closely integrated with brand-building and multi-channel customer experience optimization.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Qualtrics

FEBRUARY 20, 2020

Get the inside track from innovators at the world’s largest and most disruptive tech, media and telecom brands, industry experts, and the world’s experience management leaders at X4 Summit 2020. Hear from breakthrough brands. Connecting customer and brand in the tech industry. World-class thought leadership.

2020 32

2020 Government Employee Experience Leadership 32

Thematic

MARCH 13, 2023

If you are thinking of attending the next X4, let me summarize my experience for you. Advertised vs. Delivered Experience at Qualtrics X4  - 4 out of 5 Qualtrics X4 was advertised as featuring celebrity speakers, professionals from leading brands, entertainment, and a deep-dive into product knowledge.

Entertainment 62

Entertainment Events 2023 Advertising 62

CCO Council

NOVEMBER 21, 2019

A major airline found their internal customer satisfaction ratings dropping. Unless you work for the DMV, employees typically WANT to do what is right for the customer. The Customer Performance Framework systematically moves customers toward the realization of their objectives and towards advocacy of your brand. Introduction.

Chief Customer Officer 52

Chief Customer Officer Engagement Airlines Employee Experience 52

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. He is a leadership employee engagement and customer service experience expert and keynote speaker through his consultancy brand at work.

Leadership 52

Leadership Culture Books Airlines 52

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. Airlines don’t either. PayPal has a perception problem. Buses in London don’t take cash.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. An airline Gate Agent is asked by a passenger to check-in for a same-day, earlier flight.

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

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

CX Journey

MARCH 31, 2015

Confused by some of the employee experience lingo you''re hearing? We talked about the employee experience, employee journey mapping, and solutions that drive or impact workforce efficiency. During the presentation, a lot of employee experience terms were used, and I attempted to clarify with some definitions.

Definition 64

Definition Employee Experience Culture Airlines 64

Michel Falcon Experience

OCTOBER 23, 2014

I’ve learned a lot about customer experience in my career. I know that if you want to improve your customer experience within your organization, you don’t start with the customer. Southwest Airlines taught me that you must first begin with your employee’s experience. What’s the ROI?

2015 154

2015 Competitive Advantage Employee Experience Customer Retention 154

CX Journey

AUGUST 29, 2017

And if you treat your employees right, guess what? Start with employees and the rest follows from that. Herb Kelleher, Southwest Airlines Who comes first? Don’t be silly, says King Hal; it’s employees. Hamdi Ulukaya, Chobani Put your employees first, and they`ll take you places you`ve never dreamed of.

Airlines 64

Airlines Culture Leadership Loyalty 64

CX Journey

JULY 13, 2017

These examples all come from well-meaning bloggers and reporters over the years who want to create a quick fix to engage employees. On top of that, a lot of what is written about what employee engagement often defines the "employee experience" in general. Perks and rewards do not drive employee engagement.

Engagement 51

Engagement Rewards Programs Airlines Feedback 51

Kustomer

APRIL 9, 2020

While airlines might have a bad reputation when it comes to customer service, John quotes them as being an example of how to care for customers in these challenging times. airlines came out and did it right. airlines showed is what customers are looking for. Necessary Leadership Skills to Care for Employees.

Loyalty 59

Loyalty Airlines Leadership 2021 59

Qualtrics

MARCH 19, 2020

As you think about making changes to your XM efforts (including Customer Experience, Employee Experience, Product Experience, and Brand Experience), here are some principles to keep in mind: Show humanity. A big airline has turned off their surveys. Hopefully this post provides you some guidance.

Airlines 56

Airlines Metrics Healthcare Feedback 56

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. Airlines don’t either. PayPal has a perception problem. Buses in London don’t take cash.

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. Airlines don’t either. PayPal has a perception problem. Buses in London don’t take cash.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

ReviewTrackers

MAY 8, 2017

Session and presentation topics include customer journey mapping and reconstruction, customer engagement, CX governance, measuring customer experience, creating customer-centric omni-channel strategies, and Voice of the Customer. Customer Experience World. Forrester CXNYC. When: June 20 to 21, 2017. Where: New York City, NY.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

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

Qualtrics

APRIL 27, 2020

Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. The stakes are high - one bad experience is enough for customers that loved the brand to shop elsewhere. Don’t take routine for granted.

Customer Care 36

Customer Care Airlines Retail Social Media 36