Qualtrics

MARCH 25, 2021

Insights and customer experience professionals can then take the responses and review them for: Sentiment. Why are customers feeling a particular way? How Alaska Airlines uses video surveys. Alaska Airlines also found that stakeholders were much more invested in customer data. Key topics.

Airlines 49

Airlines Feedback Customers Consumers 49

Strativity

JULY 16, 2014

The program is designed to provide a multifaceted, interactive and overall empowering experience that will ensure participants are equipped with the tools they need to make Customer Centricity an organizational success. Raising Customer Satisfaction scores. Influencing Senior Leadership. Increasing Employee Engagement.

2014 40

2014 Customer Experience Management CEM Customer Experience 40

CX Journey

MARCH 12, 2015

Organizational Culture: The “We” Point of View We like Herb Kelleher’s (former CEO of Southwest Airlines) definition of organizational culture: “Culture is what people do when no one is looking.” But both areas are essential for the customer experience professional and for organizational leadership.

Culture 66

Culture Engagement Customer Centricity Entertainment 66

ijgolding

JANUARY 14, 2019

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. Which airline(s) were the guilty party?

Customer Experience 98

Customer Experience Airlines 2011 Customer Journey 98

ijgolding

FEBRUARY 13, 2018

When that focus on customers is absent, or partial, you get coffee shop customers queueing for 15-minutes for drinks because your baristas cannot keep up with demand from your order and pay app (an issue you have been trying to fix for two years). Say what you mean.

Customer Experience 58

Customer Experience Customer Centricity Airlines Culture 58

Horizon CX

OCTOBER 2, 2023

A customer has purchased $4,500 of lumber and doors, three carts full and all is paid for. The customer then waits 40 minutes because only one employee in the store has a key to open the loading door to allow the customer to exit. An airline Gate Agent is asked by a passenger to check-in for a same-day, earlier flight.

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

SuiteCX

FEBRUARY 22, 2017

Using the MOT concept, Normann was highly instrumental in the turnaround of Scandinavian Airlines (SAS) in the early 1980s. They also earned the rank of “top Airline” the same year, and held that distinction for many years. The customer journey is part of the co-creation ecosystem and systems thinking needs to be applied.

Touchpoint 45

Touchpoint Definition Airlines Interaction 45

Qualtrics

JANUARY 2, 2019

All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. See how Qualtrics is improving the government experience. Request Demo.

Government 20

Government 2018 2019 Customer Experience 20

SuiteCX

FEBRUARY 22, 2017

Using the MOT concept, Normann was highly instrumental in the turnaround of Scandinavian Airlines (SAS) in the early 1980s. They also earned the rank of “top Airline” the same year, and held that distinction for many years. The customer journey is part of the co-creation ecosystem and systems thinking needs to be applied.

Touchpoint 40

Touchpoint Definition Airlines Interaction 40

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. ” Why? ” (silos!)

Sports 62

Sports 2024 Chief Customer Officer Customer Centricity 62

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. Customer-centric companies are now mining journey insights. By Steve Offsey.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

ijgolding

MAY 5, 2017

But it really is by no means the only driver, particularly when recruiting for Customer Experience professionals. At CX Talent Ltd we recognise that businesses can find it difficult to find the right candidate for Customer Experience roles. Most obviously, there is a huge budget!

Brands 57

Brands 2013 Brand Values Airlines 57