Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. How do people talk about customers at the organization?

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

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

SurveySparrow

JUNE 28, 2023

In today’s highly competitive business landscape, providing exceptional customer experiences has become crucial for long-term success. Understanding what customer experience optimization entails and implementing effective strategies can significantly impact customer satisfaction, loyalty, and ultimately, business growth.

Customer Experience 52

Customer Experience Net Promoter Score E Commerce Customer Centricity 52

CSM Magazine

JANUARY 26, 2024

In the late 1980s, Jan Carlzon coined the term “Moments of Truth” to describe the interactions between customers and company employees that directly affect customer satisfaction. His leadership saw a shift toward customer-centric strategies, with an emphasis on empowering frontline employees.

Touchpoint 52

Touchpoint Magazine Airlines Social Media 52

CSM Magazine

JUNE 8, 2023

Costco Not only can you get almost anything you could dream of at Costco, but Forbes also gave it the top spot in online customer satisfaction in 2019. This company culture translates into an employee force that respects hard work and helps the customer above all else. And for good reason.

Exceptional Customer Service 52

Exceptional Customer Service Customer Service Airlines Travel 52

Hello Customer

JUNE 5, 2023

"That uniqueness shines through in a good brand promise and associated customer promises, reflecting who you are and what you stand for. A great example Bloem cited in her keynote is the airline Emirates. So customers know what they can count on Emirates for; comfort, class and luxury. They are also very consistent in this.

Customer Experience 52

Customer Experience Net Promoter Score Airlines Customer Journey 52

LiveChat

JANUARY 24, 2017

If you want to be one of the companies that uses customer service as their leverage, there’s no other way than to implement the customer centric culture in your company. Train people in customer service. If you want to create a customer–centric culture you need to start on the inside, with your employees.

Customer Centricity 31

Customer Centricity Culture Social Media Customer Satisfaction 31

GetFeedback

JUNE 10, 2019

IAM Weekend is a yearly conference for creative thinkers and organizations to discuss the future of internet culture. Here’s a great example of a customer satisfaction survey from Volotea that measures the qualitative experience after flying with this European low-cost airline.

Feedback 199

Feedback Airlines Travel Customers 199

Interactions

APRIL 29, 2022

However, the foundations of what is needed for a good customer experience remains the same across the board. . A large airline had to hire back 3,500 agents that had left during the pandemic. This lack of agents results in the notorious long wait time endured when calling an airline. . Travel and Hospitality. What’s happening?

Contact Center 62

Contact Center Airlines Hospitality Insurance 62

CSM Magazine

JUNE 1, 2018

In industries where companies depend on customer service excellence, success is driven by the right people, processes, and a cultural commitment to customer satisfaction. . One industry constantly flooded with inquiries is the airline sector. Few industries have more volume of customer service data than airlines.

Customer Service 70

Customer Service Airlines Contact Center Average Handle Time 70

Service Untitled

JULY 25, 2011

Facebook has become a ubiquitous part of our national culture – like it or not. Just this week the American Customer Satisfaction Index partnering with ForeSeeResults polled 70,000 users of websites and social networks including Facebook, Google, CNN and Wikipedia.

Customer Satisfaction 42

Customer Satisfaction Wireless Airlines Social Media 42

Retently

JULY 17, 2018

United with an NPS score of 10, on the other hand, ranks as one of the worst companies in the Airlines. Generally speaking, a Net Promoter Score that is below 0 would be an indication that your business has a lot of work to do to improve its customer satisfaction. Cultural differences can influence NPS survey perception a lot.

Net Promoter Score 167

Net Promoter Score NPS 2018 Customer Satisfaction 167

SurveySparrow

JUNE 21, 2023

Therefore, by addressing this issue promptly and implementing automated systems, they improved customer satisfaction and loyalty. Donald Porter “Customers don’t expect you to be perfect. By acknowledging the customer’s perspective, they mitigate dissatisfaction and build trust.

Customer Experience 52

Customer Experience E Commerce E-support Touchpoint 52

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Southwest Airlines began at Love Field in Dallas. About the Author.

Customer Focused 96

Customer Focused Airlines Culture E-support 96

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

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

Service Untitled

AUGUST 17, 2010

Service Untitled The blog about customer service and the customer service experience. Most airlines operate on the same air routes, and every day packed planes travel the same routes, so is rating arrival times and customer service just splitting hairs? million payout.

Airlines 40

Airlines Blog Customer Service 2010 40

CX University

JANUARY 15, 2020

It’s an entire process that starts the moment a customer even thinks of doing business with a company and continues at any interaction point, from sales and support to the product itself, whether in person or online. An Israeli based company, Reps.ai Courier Service.

Airlines 52

Airlines Social Media 2025 B2B 52

Service Untitled

MAY 2, 2011

Analyzing what went wrong with the bank, it seems someone lost sight of customer importance. Customers should not have to wait while representatives are doing work at their desks. In order to establish a customer service culture, the emphasis needs to be placed on the customer. photo credit: paulswansen.

Culture 50

Culture Customer Service Banking Airlines 50

CX Journey

AUGUST 29, 2017

Your customers come back, and that makes your shareholders happy. Herb Kelleher, Southwest Airlines Who comes first? That is – and this dear Watson, is elementary – if you genuinely want to put customers first, you must put employees more first. It's a culture - a culture of employee engagement that continues today.

Airlines 64

Airlines Culture Leadership Loyalty 64

Talkdesk

AUGUST 29, 2017

You don’t often hear anything positive when the words customer service and airlines are in the same sentence. People sometimes ask, “How do you scale customer service? How do you scale culture?”. The answer is, culture and customer service are almost one and the same. In 2000 we had 200 crew members.

Airlines 40

Airlines Call Center Net Promoter Score Magazine 40

SurveySparrow

JUNE 20, 2023

Moreover, with these steps, you’re well on your way to creating a customer service culture that leaves your customers feeling valued, respected, and most importantly, eager to come back. In order to track the customer experience in a quicker, simpler and trustworthy way, SurveySparrow offers you a solution.

Customer Service 52

Customer Service Exceptional Customer Service E Commerce Airlines 52

Ian Williams

JANUARY 11, 2020

They book a flight, a hire car, insurance, ground transport, entertainment – the airline is only responsible for part of the experience, but should be considering the customer’s overall experience and understanding how they can improve or influence it.

Airlines 52

Airlines Transportation Entertainment Insurance 52

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

Service Untitled

FEBRUARY 10, 2011

Out of the top industries which include airlines, banks, cell phone services, credit cards, hotels, insurance firms, internet providers, investment companies, medical insurance, and retailers, consumers ultimately choose good customer service over low prices. It’s the culture of the organization; it’s respect.

Culture 44

Culture Insurance Banking Airlines 44

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. Five will focus on customer service, with responsibility for leading a customer care team and overseeing complaints and continuous improvement. And they hold businesses back.

Customer Experience 58

Customer Experience Customer Centricity Airlines Culture 58

ViiBE Blog

APRIL 7, 2021

Satisfying a frustrated customer isn’t easy and requires important empathy and listening skills while remaining detached from the situation. Here is another short video about an upset customer, which clearly explains how to defuse the situation. Customer service in other cultures. Conclusion.

Customer Service Training 52

Customer Service Training Customer Service Seminar E-support 52

ViiBE Blog

APRIL 7, 2021

Satisfying a frustrated customer isn’t easy and requires important empathy and listening skills while remaining detached from the situation. Here is another short video about an upset customer, which clearly explains how to defuse the situation. Customer service in other cultures. Conclusion.

Customer Service Training 52

Customer Service Training Customer Service Seminar E-support 52

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

Ian Williams

MARCH 19, 2020

We are already seeing this in the airline industry with Norwegian, RyanAir and British Airways making significant announcements over the past 48 hours. Could this be done in such a way so as to not upset consumers and to remain consistent to your customer promise? Can we redeploy our people?

Customer Experience 52

Customer Experience Airlines Consumers Retail 52

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? Customer experience metrics have penetrated most organizations. Every customer transaction generates data and trails.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

SurveySparrow

JUNE 18, 2021

A feedback form is typically used to measure satisfaction and determine whether or not your customers achieve their desired goals. Here are the three most popular types of feedback forms: Customer Satisfaction Survey (CSAT). IAM Weekend is a yearly conference on the future of internet culture. IAM Weekend.

Feedback 52

Feedback Net Promoter Score NPS 2021 52

Lumoa

JUNE 14, 2023

Moreover, at least two-thirds of Fortune 1000 companies pore over their NPS results religiously, using the metric as a barometer of customer satisfaction and loyalty. Clearly, NPS occupies a special place in customer experience stardom, sitting atop the throne with its crown of glory firmly affixed. By starting from the inside.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

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

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

Talkdesk

SEPTEMBER 1, 2016

A perennial favorite on “best customer service” lists, JetBlue has been a leader in making their customers happy for years. The company has scored “ Highest in Customer Satisfaction Among Low-Cost Carriers in North America” by J.D. Power for the past 12 consecutive years.

Customer Service 41

Customer Service 2013 Customer Centricity Airlines 41