Beyond Philosophy

DECEMBER 10, 2021

Bad profits are also when an airline charges you $200 to change a ticket for a flight six months out. The airline has no cost except the administrative effort, but they’ll charge anyway. These profits make accountants happy because they look like profits, but they make customers angry.

NPS 109

NPS Books Net Promoter Score Leadership 109

Michel Falcon Experience

JANUARY 16, 2017

I read books on customer experience, I set up a Feedly account and read dozens of articles every day on the subject. I reached out to customer experience professionals on Linkedin and asked many questions. What is the ‘culture of learning’ like in your company? Buy relevant books.

Hospitality 122

Hospitality 2007 Airlines Books 122

ijgolding

FEBRUARY 13, 2018

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. You get airport ground staff throwing baggage around like they’re trying out for the rugby world cup and undermining your hard-won reputation as the most customer-centric airline on the planet.

Customer Experience 58

Customer Experience Customer Centricity Airlines Culture 58

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!! South West Airlines. British Airways.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

Qualtrics

JANUARY 2, 2019

The Government Accountability Office ( GAO ), an agency that works to improve the performance and accountability of the federal government continue to evaluate and report on federal agency customer experience practices. His 2018 book Customer Experience Culture in Government includes practical insights from those years.

Government 20

Government 2018 2019 Customer Experience 20

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. .”

Sports 62

Sports 2024 Chief Customer Officer Customer Centricity 62

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. He is an expert in transforming how employees work with customers through multiple digital marketing strategies. Annette Franz.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. He is an expert in transforming how employees work with customers through multiple digital marketing strategies. Annette Franz.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

CSM Magazine

MAY 19, 2023

This involves prioritizing customer needs and preferences. By focusing on providing value to customers, companies can foster long-term relationships, improve customer satisfaction, and drive business growth. This helps customer experience professionals adapt to evolving customer demands and remain proficient in their roles.

Customer Experience 52

Customer Experience Net Promoter Score Customer Journey Mapping Touchpoint 52

Customer Guru

MARCH 7, 2018

Even when I was heading this crew, my evaluations of them would be on how customer-centric they were – whether my crew was engaging meaningfully with customers was always important to me. There is also this pleasant memory with the airline that I would like to share. I was the only one who got four in a year!

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Successful customer journey mapping projects don’t just happen by accident. By Steve Offsey.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Michel Falcon Experience

FEBRUARY 19, 2016

bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”] ”] I remember the day when I first recognized that customer experience management would be “my thing.” Zappos, Southwest Airlines, Apple, Amazon and WestJet.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60