Beyond Philosophy

SEPTEMBER 19, 2014

If you are an airline that wants to put the fun back in flying for customers, add jokes to your safety videos to get people to watch them again and have good feelings associated with your brand. 5 Ways to Make a Great Impression on Your New Customer Airline Safety Videos: Changing Customer Behavior—for the Better! 10 August 2014.

2014 118

2014 Airlines CEM Consulting 118

Beyond Philosophy

MARCH 21, 2016

Consider what adjectives you associate with the employee experience at Google, Starbucks, or Virgin Airlines? To improve your experience join our Certified Foundation CEM Training Course starting on April 8th. What do we mean by positive social media presence? You likely associate each of them with a positive employee experience.

2016 113

2016 Social Media CEM Employee Experience 113

Experience Investigators by 360Connext

JANUARY 8, 2018

Airlines have long practiced “re-accommodating” ticketed passengers. We know what bothers our customers when they get snarky but not super angry on Twitter or our Facebook wall. It may not be a HUGE deal yet, but it could become one later. Customers complained but it didn’t necessarily impact their loyalty…until the infamous video. ).

Customer Journey Mapping 273

Customer Journey Mapping Airlines Social Media Banking 273

Beyond Philosophy

OCTOBER 8, 2014

Airlines don’t either. Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

ProProfs Chat

JUNE 19, 2020

To understand this well, let’s take into account the data published by NICE Satmetrix , a leading provider of customer experience management (CEM) platform), on the Net Promoter Score benchmarks of the prestigious companies that earned the maximum NPS in 2018 in their respective industries. Airlines. Auto Insurance.

Net Promoter Score 78

Net Promoter Score NPS Insurance 2003 78

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. Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Beyond Philosophy

JUNE 11, 2015

Airlines, as well, are doing their part to diminish the perceived value of their customer loyalty programs. Certainly, frequent flyers have been bitterly complaining about these airlines, and the “quite shameful” and “blow to the solar plexus” moves, on social media and online forums.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

Beyond Philosophy

AUGUST 13, 2015

That’s almost Zen-like in its simplicity, accuracy, and application, and they have inspired such well-known CEO’s as Jack Welch, Jan Carlzon (Scandinavian Airlines), Horst Schulze (Ritz-Carlton Hotels), and Herb Kelleher (Southwest Airlines) in their thinking and management styles.

Leadership 111

Leadership Customer Centricity Airlines Workshop 111

Beyond Philosophy

JUNE 4, 2015

They included CarMax, BMW, Costco, Harley-Davidson, IKEA, JetBlue, Johnson & Johnson, New Balance, Patagonia, Timberland, Trader Joe’s, UPS, Wegmans, and Southwest Airlines. In the book, they have identified about 30 companies, from multiple industries, that met their criteria.

Financial 144

Financial White Paper Books Airlines 144

Beyond Philosophy

DECEMBER 14, 2015

That’s almost Zen-like in its simplicity, accuracy, and application, and they have inspired such well-known CEO’s as Jack Welch, Jan Carlzon (Scandinavian Airlines), Horst Schulze (Ritz-Carlton Hotels), and Herb Kelleher (Southwest Airlines) in their thinking and management styles.

Leadership 79

Leadership Customer Centricity Airlines Workshop 79

Beyond Philosophy

JULY 30, 2015

Next to airlines, few places on Earth take greater advantage of Customer’s poor planning and laziness than the hotel mini bar. But having the shampoo in the shower is handy—especially if you are already showering and are ready to wash your hair, and didn’t necessarily remember to grab it off the counter next to the bloody sink.

Customer Experience 159

Customer Experience Hotels Airlines Customers 159

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 160

Consumers 2012 2011 2010 160

Customer Alignment

DECEMBER 18, 2017

Implementation of voice of customer (VOC) programmes and platforms also known as Customer Experience Management (CEM) and NPS programmes in companies, large and small, has helped organisations collate and shape their customer feedback – and go out and get more. Othello ) So, there was much talk. 2017 promised such a lot.

2017 45

2017 2018 Chief Customer Officer NPS 45

Beyond Philosophy

JULY 5, 2015

We’ve seen many examples of companies that have, or created, these kinds of cultures and levels of value delivery: Zappos, SunTrust Bank, Wegmans, Southwest Airlines, IKEA, Virgin, Rackspace, Disney, Zane’s Cycles, USAA, Target, Ritz Carlton, IBM, QVC, Umpqua Bank, Costa Coffee, etc.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111