ijgolding

SEPTEMBER 18, 2014

I must point out that I do not know Brian, but feel that the story is so compelling, that many should read it to understand the consequences of failing to be empathetic towards customers. These words were posted on Irish airline Aer Lingus’s Facebook page on the 17th September (2 days ago): It unfortunately has had to come to this.

Airlines 84

Airlines Travel Social Media Definition 84

ProProfs Chat

DECEMBER 22, 2019

To set your brand above and beyond, you need to develop smart customer services , which ultimately focus on providing not just active, but proactive customer service along with offering a high-quality product at affordable prices. . Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 101

Customer Service Social Media Customer Retention Loyalty 101

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Airlines don’t either. Buses in London don’t take cash.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

ijgolding

OCTOBER 19, 2015

I discovered midway through writing it that my flight had been cancelled – not from my airline (SAS – Scandinavian) – but by overhearing two passengers having a conversation with each other. At the centre of the chaos was a human – not an employee of SAS – the airline who had caused the problem was nowhere to be seen.

Customer Experience 78

Customer Experience Airlines Customer Centricity Customers 78

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

Michel Falcon Experience

OCTOBER 23, 2014

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization.

2015 154

2015 Competitive Advantage Employee Experience Customer Retention 154

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Airlines don’t either. The Moral Dilemma: Collecting Data on Customer Behavior.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Airlines don’t either. The Moral Dilemma: Collecting Data on Customer Behavior.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

ShepHyken

JANUARY 27, 2020

The airline didn’t need to see my boarding pass. Plenty of ideas on how to create employee satisfaction, employee engagement and the positive impact it has on the company and its customers. Customer Retention Strategies To Explode Your Business In 2020 by Matt Duczeminski. Don’t just attract new customers.

2020 26

2020 Article Customer Service Customer Retention 26

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

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. It’s an enterprise-wide imperative.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

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

ijgolding

JULY 19, 2016

The CEO in question is Dame Carolyn McCall – the CEO of the UK based airline, Easyjet. If you have not come across them, to put the size of the organisation into context, In 2014, EasyJet carried more than 65 million passengers, making it the second-largest airline in Europe by number of passengers carried, behind Ryanair.

Customer Focused 75

Customer Focused Customer Centricity Airlines 2012 75

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. There will be an increase in the production of how-to videos and problem-focused product guides.

Customer Centricity 83

Customer Centricity 2018 Customer Service Customers 83

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 123

2016 Article Airlines Customer Service 123

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

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

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

Tricia Morris

JUNE 26, 2015

But according to the same report, after a positive customer experience, 69% of consumers would recommend the company to others and 50% would use the business more frequently. A Bain & Company report shows that a 5% increase in customer retention can increase profits by 25% to 95%.

Customer Service 104

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

ShepHyken

AUGUST 22, 2022

(Business Insider) This as-told-to essay is based on a conversation with a 47-year-old customer-service representative who works at Southwest Airlines. The airline industry has been plagued with all kinds of problems that are not very passenger friendly. The following has been edited for length and clarity.

2022 13

2022 Article Customer Service Hospitality 13