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.” The two terms are related, and they’re both elements of customer experience improvement. Prompts might include: “We know who is responsible for the customer.”

Culture 66

Culture Engagement Customer Centricity Entertainment 66

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. Maybe your organization is truly customer-focused.

Airlines 83

Airlines 2008 Customer Focused Customer Service Training 83

Zeisler Consulting

JANUARY 25, 2021

When we consider brands that are famous (at least to us) for putting their employees first, surely even they understand the risks of conflating them with their Customers, right? Heck, even I champion the practice of Walking in the Customers’ Shoes for all members of your team. For example, while I’m sure Zappos!

Airlines 93

Airlines Culture Employee Experience Customers 93

ShepHyken

AUGUST 28, 2018

Why (and How) to Put Your Customers at the Center of Your Decisions. Shep Hyken sits down with his close friend, colleague and customer service expert Buddy Rice. They discussed how he helped Delta Airlines with their customer service culture, what customers are really looking for, and the RATER service quality model. ? ?.

Airlines 69

Airlines Leadership Presentation Culture 69

ShepHyken

MAY 29, 2017

McKinsey & Company interviews Françoise Mercadal-Delasalles, head of corporate resources and innovation at France’s Société Générale about their internal service culture. When the customer experience starts at home by Sylvie Bardaune, Sébastien Lacroix, and Nicolas Maechler. My Comment: What United Airlines scandal!

2017 96

2017 Article Customer Service Airlines 96

ShepHyken

AUGUST 10, 2016

Other industries, such as the airlines and cell phone service providers are doing their best to improve. First, you have to know that customer’s expectations are higher than ever. We teach the customer what good service is when we tout our awards and make promises. Unfortunately, businesses can let their customers down.

Airlines 86

Airlines Government Customer Service Training Brands 86

ShepHyken

NOVEMBER 26, 2018

Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Nextgov) Cultural factors, such as empowerment of staff, given greater weight than upgraded IT and bigger budgets. Here are a few ideas on how to retain those happy customers.

Article 81

Article 2018 Customer Service Airlines 81

ShepHyken

MAY 8, 2017

FCR) I recently flew on one of the major airlines and observed many opportunities for improvement (a phrase we like to use in contact centers). By the way, these align with the things we expect from our colleagues at FCR on every customer interaction. My Comment: Here is a deeper dive into the concept of “Customer First.”

2017 81

2017 Article Customer Service Airlines 81

ShepHyken

SEPTEMBER 26, 2016

Make a Mouse: The Power of a Culture of Customer Experience Excellence by Joseph Michelli. The same can be said for great service cultures. Leaders are responsible for “creating the right environment” for world-class customer experiences to occur. Are you serving your customers or smothering them?

2016 121

2016 Article Customer Journey Mapping Customer Service 121

Experience Investigators by 360Connext

APRIL 28, 2017

Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. The result of reducing YEARS off the wait time for one region illustrates the power of customer experience! Save 1,000 words.

Airlines 152

Airlines 2017 Metrics Social Media 152

Comm100

AUGUST 17, 2022

Answer: “The companies that figured this out started investing in this, started training people to deliver on it, not just frontline customer service reps, but entire organizations go through training to be more customer-focused. Everybody has a customer, whether it be the outside customer or an internal customer.

Airlines 73

Airlines Virtual Agent Omnichannel 2010 73

ShepHyken

NOVEMBER 1, 2017

As a customer, you interact with good people who don’t seem to deliver great customer service. They are nice, even knowledgeable, but they don’t seem to be what I call customer focused. I asked them what kind of customer service training they received from the companies they worked for. It’s constantly reinforced.

Customer Service Training 98

Customer Service Training Customer Service Airlines Retail 98

ShepHyken

MAY 22, 2017

Companies must learn to strike a balance between technology and human-to-human if they want to maintain an emotional connection with their customers. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. So, it’s time for a more positive spin on all of this. For information contact or www.hyken.com.

2017 82

2017 Article Customer Service Airlines 82

ShepHyken

APRIL 6, 2020

The first is based on creating enough value through the experience the customer would never want to go anywhere else. The other is more of a marketing program that rewards customers for coming back. For example, an airline frequent flier program. In the end, you must have a good relationship with the customer.

Article 76

Article 2020 Customer Service E Commerce 76

ShepHyken

DECEMBER 3, 2018

On a recent flight, the author of this article met “Captain Adams,” who not only flew the plane but set the culture, empowered the crew and was the perfect example of a leader focused on the customer experience. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Article 102

Article 2018 Customer Service 2019 102

ShepHyken

MAY 15, 2017

A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D D CEO) Half a century after its incorporation papers were filed, the Dallas-based carrier is working harder than ever to reinforce its unique corporate culture. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2017 69

2017 Article Customer Service Airlines 69

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

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

ProProfs Chat

SEPTEMBER 20, 2019

Following a trip made from Chicago to Paris, Hasan Syed, one of the customers, was frustrated at British Airways’ inability to tackle the issue of lost luggage. Syed thus turned to Twitter and expressed his anger towards the airline. . After all, when a customer loses the luggage, they expect the issue to be resolved at the earliest.

Customer Service 68

Customer Service Airlines Net Promoter Score Customer Retention 68

Beyond Philosophy

JULY 5, 2016

To make the brand or company more attractive, and have greater impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. Much of this is, culturally, operationally, and from a communications perspective, what we have been describing as “inside-out advocacy” for years.

Customer Experience 84

Customer Experience Customer Centricity Leadership Culture 84

Customer Alignment

AUGUST 15, 2017

The poor management of these areas is probably the airline customers’ biggest pain point. Even if disruption is sometimes unavoidable; airports, airlines and all other parties involved in the travel process shouldn’t be excused from taking responsibility and ownership of the problem from the customer.

Airlines 40

Airlines Customer Experience Travel Social Media 40

ijgolding

SEPTEMBER 18, 2014

I often tell people how rare I think it is for companies to demonstrate ‘customer empathy’ on a consistent basis. There are many reasons why this is the case – organisational culture being the predominant one. This could not be said for Aer Lingus, a company which seemingly prides itself on being customer focused.

Airlines 84

Airlines Travel Social Media Definition 84

ClearAction

JULY 29, 2018

When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement. Since that time it has consistently been among the highest profitable of full-service airlines around the world. What’s preventing customer-centricity?

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Service Untitled

APRIL 8, 2010

Service Untitled The blog about customer service and the customer service experience. Customer focus development Customer focus is more than just adding directions to your. Is customer service commensurate with price in real estate sales? Untitled gives tips for helping customer focus with the right attitude.

Customer Focused 41

Customer Focused Blog Customer Service Representative 2010 41

ijgolding

JANUARY 19, 2016

The immigration official and customs official I still had to interact with were no better – I was certainly not getting any sense of the ‘have a nice day’ culture non US citizens tend to see as the stereotype. The cabin crew on my American Airlines flight to Miami were….

Airlines 56

Airlines Customer Experience Travel Customer Centricity 56

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Customer Centricity 75

Customer Centricity Innovation Airlines 2002 75

ShepHyken

JUNE 20, 2016

My Comment: If you asked me to list the three of the most customer centric companies, I would have guessed two out of three correctly (and you probably would, too). Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused.

2016 78

2016 Article Customer Service Loyalty Programs 78

West Monroe

JUNE 8, 2018

But I was simply blown away this year by the industry paradigm shift to “customer-centric thinking”. This cultural shift has far reaching implications across all major business processes, people, underlying systems, and basic business strategy. Most of the retailers focus on customer acquisition and retention strategies.

Loyalty 40

Loyalty Retail 2018 Airlines 40

Kustomer

MAY 28, 2020

Blake suggests that this is happening because of the nature of CEOs and their short time investments in companies along with the need to change culture. Changing a company’s culture and being willing to make a long term investment into customer experience isn’t always appealing and is not a quick fix.

Culture 52

Culture Books Customers Competitive Advantage 52

CSM Magazine

JUNE 21, 2018

A major airline responded to customer complaints by notifying customers of their “Customer First” initiative for employees. The airline went bankrupt and eventually was merged with a larger competitor. Yet, studies show that less than 13% of companies have strong CX cultures that drive better business results.

Customer Experience 40

Customer Experience Net Promoter Score Airlines Leadership 40

Customer Bliss

JULY 19, 2018

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. Customer Experience Leadership Means Being a Team Player.

Customer Focused 129

Customer Focused E Commerce Multi-Channel E-support 129

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. Every company’s ecosystem is unique. Why this order?

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

2013 74

2013 Customer Journey Definition Magazine 74

ProProfs Chat

DECEMBER 23, 2019

In the face of such hurdles, how do you build a customer centric culture ? Listen, Think and Act on Customer Opinion. Are you just hearing or actively listening to what your customers are saying? Forbes reported that DHL’s customer satisfaction scores increased by 80% as a result of these co-creation initiatives.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

Experience Investigators by 360Connext

MAY 23, 2019

Here are just a few ways collaboration is what’s next in customer experience, whether or not your organization is ready for it! Customer Focus Means Cooperation, Even with Competition. Many of those we consider competitors have realized to serve customers, they must cooperate. Customer Focus Means Focusing on Diversity.

Insights 40

Insights Net Promoter Score Social Media Events 40

C Space

DECEMBER 5, 2019

On a flight with my five-year-old daughter recently, I couldn’t help but laugh as she unsuccessfully, and increasingly frustratedly, swiped over and over at the dumb screen on the back of the airline seat in front of us. For top-rated companies, what customers focus on is the relationship. Innovative culture. Visionary leaders.

Net Promoter Score 52

Net Promoter Score Connections Innovation Brands 52

Kustomer

JANUARY 21, 2021

As Steve mentions, “The ultimate outcome of being customer focused is to have a sustainable business. Creating a high-level customer experience and aligning with a customer-centric company culture will surely bring a more sustainable and successful business. But they really didn’t understand B2B.

B2B 95

B2B B2C Customer Centricity Sports 95