Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. When it comes to the airline industry the weather, so to speak, is frighteningly challenging. Tony said if you build a culture committed to, “wowing customers it doesn’t matter what you sell. Such things as….

Airlines 92

Airlines Travel Transportation Customer Centricity 92

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Article 77

Article 2024 Customer Service Airlines 77

Clarabridge

OCTOBER 17, 2017

Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. This is not good.

Airlines 40

Airlines Feedback Hospitality Social Media 40

Experience Matters

APRIL 3, 2015

I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. To consistently differentiate your customer experience, you need to transform your culture. “Culture eats strategy for lunch” – Peter Drucker. Leaders Can Make or Break Culture Change.

Culture 128

Culture Customer Connectedness Airlines Customer Centricity 128

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. This norm creates a culture where avoiding interaction with the Customers is acceptable.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

TechSee

JULY 24, 2018

Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. The post How technology can drive a customer centric culture: 3 true stories appeared first on Techsee.

Customer Centricity 104

Customer Centricity Culture Technology 2018 104

ShepHyken

OCTOBER 11, 2017

The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees. Created and practiced exclusively by Southwest Airlines.

Airlines 158

Airlines Travel Advertising Customer Service Training 158

Experience Investigators by 360Connext

DECEMBER 14, 2021

There were more air rage incidents this year than in any year since the airline industry started recording these types of situations, for example. American Airlines offers the meditation and mindfulness app Calm on some flights and contact center employees are encouraged to take self-care breaks when needed.

2022 372

2022 Customer Experience Airlines Customer Journey Mapping 372

BlueOcean

APRIL 20, 2023

Over the course of the podcast, we discuss Sean’s journey as a gay Asian-American executive navigating new cultures, his focus on building a culture of family at ONQ, his dedication to mentoring employees even when they leave, and a lot more. And that speaks to how we built the culture. Can you talk to me about that?

Contact Center 156

Contact Center Culture 2013 Airlines 156

Michelli Experience

APRIL 25, 2017

Unlike walking, driving, or riding a bicycle – train, cab, boat, and airline passengers rely on others to get them to their destination safely and on time. For airline customers, that reliance occurs in a metal tube at 30,000 feet. Customers must yield control. Customer alcohol use. High volumes of customers served.

Airlines 40

Airlines Customer Experience Travel Retail 40

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. When it comes to the airline industry the weather, so to speak, is frighteningly challenging. Tony said if you build a culture committed to, “wowing customers it doesn’t matter what you sell. Such things as….

Airlines 40

Airlines Travel Transportation Customer Centricity 40

CX Journey

JANUARY 23, 2019

Look no further than companies like Southwest Airlines, Zappos, Virgin, and The Ritz-Carlton! Changing Culture, Mindsets, and Behavior How do you design a people-centric culture? It’s definitely a culture shift, a mindset shift, and a behavior shift for most companies! Let’s start with a definition of culture.

Culture 37

Culture Leadership Definition Customer Centricity 37

Beyond Philosophy

AUGUST 11, 2022

Using this approach, he says at the end of the day, each team member should be proud to embrace the culture, vision, and goals and work towards achieving them. The deficit happened because people were not flying as much during the pandemic, so the airlines laid off the pilots. Now, travel is back on, so airlines need pilots.

Airlines 146

Airlines Net Promoter Score Culture Travel 146

ShepHyken

NOVEMBER 21, 2023

This idea came to me as I read an article about United Airlines changing the way passengers board the plane. Most airlines put passengers in groups and call them in order. But, in the airline business, two minutes is a big deal. Well, whatever “it” is may work just fine, but that doesn’t mean it couldn’t be better.

Airlines 84

Airlines Workshop Customer Service Training Customer Service 84

CX Journey

APRIL 7, 2016

Instead, many companies would benefit from a more dramatic service revolution that quickly rebuilds their culture around the vision of taking action to create new or greater value for others. Four Common Mistakes and How to Do it Better There is a better way to build a culture that quickly and dramatically improves customer service.

Culture 56

Culture White Paper Net Promoter Score Airlines 56

Beyond Philosophy

DECEMBER 6, 2019

When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” Employees respond to these prompts from the “we” perspective , and our proven model measures culture along five organizational dimensions. It’s understandable.

Culture 66

Culture Engagement Customer Centricity Entertainment 66

Alida

JANUARY 29, 2018

The experiment used Twitter data to study customer service interactions in two industries that are rife with customer service complaints: airlines and wireless carriers. “We JetBlue, which has a reputation for being above average in airline customer service, acknowledged a non-inflammatory complaint to a disappointed flyer with empathy.

Social Media 133

Social Media Wireless Airlines Loyalty 133

Customer Bliss

AUGUST 17, 2017

You may see a company one day go through a total customer experience/PR flame-out (United Airlines is a recent example, or Volkswagen) and wonder to yourself: How does that happen? She said that excessive rules go against the “sticky culture” of a great team, one on which people appreciate one another and their respective contributions.

Airlines 191

Airlines Culture 2017 Books 191

Alida

DECEMBER 15, 2016

When health systems merge, however, there’s a high risk of culture mismatch, putting undue stress on your employees. Myriad factors can lead to [merger and acquisition] failure,” says Gallup’s Brooke Fernandez and Andrew Giger, “but cultural mismatch is one of the most frequently cited reasons.”

2013 138

2013 Airlines Hospitality 2005 138

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. It must be part of the company’s culture. – Shep Hyken. Thanks to a few meaningful acts of kindness by Southwest Airlines, her flight to her bachelorette party became a memory worth treasuring.

Blog 85

Blog Customer Service Airlines Culture 85

Micah Solomon

NOVEMBER 15, 2015

As a corporate culture consultant and as a speaker, I hear clients frequently voicing this concern. Without a consciously created culture, your business leadership won’t last past the moment that you leave the building. But with a great company culture, employees will be motivated, regardless of management’s presence or absence.

Consulting 40

Consulting Culture Customer Centricity Airlines 40

SurveySparrow

DECEMBER 20, 2018

United Airlines is a glaring example since it all came crashing down just because of the rude and uncooperative attitude of their employees. Every firm and business is in the search of the aptest company culture ideas for their company and also the ones they need to weed out. The Best Company Culture Ideas.

Culture 69

Culture Definition Innovation Apparel 69

ShepHyken

MAY 4, 2022

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” She was the perfect frontliner for American Airlines – or for that matter, any type of business. .

Airlines 128

Airlines Customer Service Training Presentation Engagement 128

Strativity

AUGUST 22, 2017

News flash: United Airlines). Chief-Exec-Magazine-Sept-Oct-2017-Creating-Culture-of-Resilience.pdf (1 download). The post Creating a Culture of Resilience and Empowerment – Chief Executive Magazine appeared first on Strativity. Congratulations! Your PR Department now includes every employee in your organization.

Magazine 40

Magazine Culture Airlines 2017 40

CSM Magazine

JUNE 8, 2023

This company culture translates into an employee force that respects hard work and helps the customer above all else. Southwest Airlines Everyone has had a headache when it comes to dealing with an airline. That’s why excellent customer service goes far and beyond in establishing loyalty and customer retention for airlines.

Exceptional Customer Service 52

Exceptional Customer Service Customer Service Airlines Travel 52

Micah Solomon

NOVEMBER 2, 2015

Clients frequently voice the same concern to me, in my work as a corporate culture consultant and as a speaker: “People tell me my employees act differently when there aren’t any managers watching over them.”. Without a consciously created culture, your business leadership won’t last past the moment that you leave the building.

Culture 45

Culture Customer Centricity Airlines Banking 45

Strativity

AUGUST 22, 2017

News flash: United Airlines). The post Creating a Culture of Resilience and Empowerment – Chief Executive Magazine appeared first on Strativity. In today’s era of empowerment, every customer operates a personal news network and is able to easily broadcast their experiences and opinions to millions. Congratulations!

Magazine 40

Magazine Culture Airlines Download 40

ShepHyken

DECEMBER 4, 2020

Let’s take an airline that invests in a paid facial recognition fast track experience at the security checkpoint. If this airline has primarily leisure travelers (i.e. If this airline has primarily leisure travelers (i.e. families, vacationers, infrequent travelers) the adoption of this technology will likely be low.

Roadmap 140

Roadmap Customer Experience Airlines Travel 140

Experience Investigators by 360Connext

JULY 15, 2015

Companies like Southwest Airlines and Zappo’s have made it a huge part of their culture to make sure they recruit the right people. If they’re unhappy, unfriendly or just plain bored with their jobs, that will translate into a miserable experience for your customers. And the experiences their customers report reflect that.

Customer Experience 300

Customer Experience Airlines Loyalty Social Media 300

CSM Magazine

JANUARY 26, 2024

Carlzon’s insights are drawn from his experience as the CEO of Scandinavian Airlines during a time when the company faced considerable challenges. Foster a Supportive Environment : Encourage an organizational culture that supports risk-taking and problem-solving.

Touchpoint 52

Touchpoint Magazine Airlines Social Media 52

Hello Customer

JUNE 5, 2023

A great example Bloem cited in her keynote is the airline Emirates. Ryanair customers don't choose that airline because they get great food and champagne, they choose it because they get to their destination quickly and cheaply. Culture Customer experience must live in the whole company. They are also very consistent in this.

Customer Experience 52

Customer Experience Net Promoter Score Airlines Customer Journey 52

ShepHyken

MAY 31, 2017

I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” I wrote about this in my book The Cult of the Customer (Wiley 2008), and the example I used was that of an airline employee. The short answer is: all of them. But, the process has to start somewhere.

Airlines 83

Airlines 2008 Customer Focused Customer Service Training 83

Experience Investigators by 360Connext

JUNE 1, 2017

” Heather Figallo , Senior Director of Innovation and Labs at Southwest Airlines , also talked about the importance of innovation for customer experience. The best customer experiences all come back to culture. And it all comes back to culture. “Show us what you do with Salesforce!”

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

Zeisler Consulting

JANUARY 25, 2021

loves that many of their employees are also Customers (and rightly seeks out their input as Customers), and while Southwest Airlines likewise puts a premium on what their employees say when they fly as passengers, neither would likely mistake them for Customers, generally speaking. For example, while I’m sure Zappos!

Airlines 93

Airlines Culture Employee Experience Customers 93

Zeisler Consulting

DECEMBER 22, 2021

It was an evening flight, perhaps not the last flight on the route (it was hub-to-hub for the airline, so the route sees a lot of traffic), but close to it, and we were—of course—late getting in. Louis) had limited flights for this particular airline. The airline? That meant two things. Of course, that’s the way we think.

Airlines 93

Airlines Travel Connections Customers 93

Zeisler Consulting

DECEMBER 8, 2021

Our airline teamed with a company that, theoretically was supposed to aid us in locating a testing facility, scheduling and paying for a test, and directly uploading the results into our airline’s system so that—again, in theory—we’d not even have to bring any sort of paperwork along when we flew out. Their reaction to my email?

Airlines 72

Airlines Travel Books Brands 72