ShepHyken

APRIL 6, 2020

Improve customer loyalty and retention by focusing on relationships by Sarah Olson. Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty. The other is more of a marketing program that rewards customers for coming back.

Article 76

Article 2020 Customer Service E Commerce 76

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. There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. .

2017 69

2017 Article Customer Service Airlines 69

Up Your Service

MAY 3, 2017

But a whole other degree of devoted customer exists: The brand evangelist, described as the kind of traveler who feels so connected to a company that they proactively share their positive experiences with others. In today’s connected world, customer service experiences — especially the bad ones — often spread like wildfire.

Hospitality 74

Hospitality Travel Brands Airlines 74

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. The backlash against Aer Lingus is huge – comment after comment laments the airline.

Airlines 84

Airlines Travel Social Media Definition 84

Lumoa

JUNE 14, 2023

To illustrate, let’s take the example of United Airlines’ reputation crisis. As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. This should be a good enough reason why customer retention is something your business takes very seriously.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

ClearAction

JULY 29, 2018

It’s driven employee engagement and customer engagement at the same time: customers noticed these changes, and within 24 months of posting the largest corporate loss in New Zealand corporate history, the business was turned around to a profit. “Culture is a reflection of decision-making in a business.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Beyond Philosophy

MARCH 31, 2015

Or, like staying at a Ritz-Carlton, shopping at an Apple store, or flying Southwest Airlines. It is a concept that they began several decades ago, and it is built on a successful recipe of community service and employee-empowered customer service. Blogs Customer Retention' That’s where Umpqua excels.

Banking 124

Banking Customer Relationships Financial Magazine 124

Beyond Philosophy

JULY 5, 2015

Customer obsession, what I refer to as ‘inside-out’ customer-centricity, has been a frequent subject of my blogs and articles.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

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. Second, it’s people that make or break a customer experience transformation, rather than technology.

Customer Experience 40

Customer Experience Net Promoter Score Airlines Leadership 40

ijgolding

AUGUST 12, 2018

To know what makes customers happy, it must be possible to define their core ‘needs and wants’. A customer NEED is something that is very important (rather than just desirable) and that is a necessity or a basic requirement – an airline getting you to your chosen destination on time, for example.

2013 74

2013 Customer Journey Definition Magazine 74

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. Or the culture is one of Inertia , and deviation is punished. Introduction. ” Charm school isn’t the answer.

Chief Customer Officer 52

Chief Customer Officer Engagement Airlines Employee Experience 52

CSM Practice

DECEMBER 29, 2020

Today we are talking about your business and how to achieve success with your existing customers. With us today we have Irit Eizips, a customer success thought leader whose mission is helping startups to fortune 100 enterprises, establish proactive and scalable customer retention and expansion selling strategy.

2020 98

2020 Customers Communication Customer Success 98

Kayako

JANUARY 24, 2018

Did the comparison site or airline double book me? I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out. Jeff Toister is the bestselling author of The Service Culture Handbook.

Customer Centricity 83

Customer Centricity 2018 Customer Service Customers 83

ijgolding

SEPTEMBER 21, 2015

South West Airlines. British Airways. Innocent.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

SmartKarrot

JUNE 15, 2020

Woo the customer with speed and efficiency and turn them into your advocates. Multiple surveys conducted in the recent years have indelibly linked customer experience and PLGs with customer’s time. A Twitter poll showed how airlines customers are willing to pay an astounding $19.83 Give EQ equal importance as IQ.

Customer Experience 10

Customer Experience Social Media Multi-Channel Metrics 10

SurveySensum

FEBRUARY 20, 2024

Monitor Performance : Regularly monitor your performance in meeting customer expectations. Track key CX metrics such as CSAT score, NPS , and customer retention rates to gauge how well you’re fulfilling customer needs. Respond promptly to customer feedback. How to achieve it?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

SurveySensum

FEBRUARY 20, 2024

Monitor Performance : Regularly monitor your performance in meeting customer expectations. Track key CX metrics such as CSAT score, NPS , and customer retention rates to gauge how well you’re fulfilling customer needs. Respond promptly to customer feedback. How to achieve it?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

ijgolding

NOVEMBER 18, 2014

I often do not get much chance to see the sights and experience the culture, but I do get the opportunity to eat nice food, stay in good hotels and travel with well known operators. I was excited to fly to Copenhagen with Scandinavian Airlines (SAS). I expected it to feel a somewhat better experience than other airlines.

Customer Expectations 86

Customer Expectations Hotels Airlines Travel 86

Beyond Philosophy

JUNE 4, 2015

To make the brand or company more attractive, and have more 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, is what we have been describing as “inside-out advocacy” for years.

Financial 144

Financial White Paper Books Airlines 144

ShepHyken

OCTOBER 3, 2016

This is a world-wide celebration and some great people in Rwanda remind us that the celebration is not only for customers, but for employees as well. Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline.

2016 124

2016 Article Airlines Customer Service 124

Storyminers

JULY 6, 2020

Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. He is an expert in transforming how employees work with customers through multiple digital marketing strategies. Jeff helps clients develop customer-focused cultures.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

SurveySensum

DECEMBER 6, 2021

Net Promoter Score is a standard customer experience metric that enables businesses to gauge their customer retention and loyalty. In simpler terms, the metric measures the willingness of the customers to recommend your brand to their family or friend by asking a simple question – . ?

Net Promoter Score 52

Net Promoter Score NPS Reference Metrics 52

Storyminers

JULY 6, 2020

Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. He is an expert in transforming how employees work with customers through multiple digital marketing strategies. Jeff helps clients develop customer-focused cultures.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

CSM Magazine

MAY 19, 2023

It focuses on creating a seamless and delightful experience for customers throughout their journey, including pre-sales, actual purchase, and post-sales support. This approach is crucial as it directly impacts customer retention, brand loyalty, and revenue generation.

Customer Experience 52

Customer Experience Net Promoter Score Customer Journey Mapping Touchpoint 52

Tricia Morris

JUNE 26, 2015

Sometimes an investment or a culture change supporting customer service is a hard sell to the CEO and the C-suite. So to help make the case, here are six things every CEO should know about the importance of customer service: 1. Every single one of those have gone bankrupt because they didn’t have customer service.

Customer Service 104

Customer Service Poor Customer Service Net Promoter Score Customer Service Representative 104

Currency Alliance

MAY 9, 2019

Few brands have yet appreciated that, as this blossoming mobility marketplace becomes highly competitive, strategies and tools will be needed to capture this insight, maximize customer retention, and minimize CPA – not just in their existing spheres of control, but across every channel that funnels customers to their service and keeps them engaged.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

SurveySparrow

FEBRUARY 3, 2019

An added bonus in delivering excellent out-of-the-way customer experience is that this story reaches a vast number of people, thanks to social media. Your overwhelmed customer is going to tell her circle of friends and family about it. Customer feedback is the key barometer when you assess a company’s health.

2019 75

2019 Customer Experience NPS Social Media 75

Currency Alliance

FEBRUARY 10, 2020

In 2011, the opening of a new store sparked days of riots in the city of Bristol, a hub for anti-establishment culture[ix]. However, to maximize perceived value, customers should have the freedom to exchange into other programs where memorable experiences, which have high perceived value to specific customers, can be obtained.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Multi-Channel 52