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

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. Buses in London don’t take cash.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

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.” Storytelling), or “We hire people who care about the customer.” customer experience employee engagement employee experience'

Culture 66

Culture Engagement Customer Centricity Entertainment 66

Beyond Philosophy

JUNE 7, 2016

Whether, as Bob Thompson discussed, the strategy focuses on touchpoint improvements, seamless customer-focused journey, or delivering stand-out, branded experiences (think Zappos, Trader Joe’s, Wegman’s, Southwest Airlines, Zane’s Cycles, Metro or Umpqua Bank), any company can do experience lagniappe.

Brands 74

Brands Customer Experience Banking Competitive Advantage 74

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

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. Mobile Payments Are the Future.

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. Mobile Payments Are the Future.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

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. Don’t stop there.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

Qualtrics

JULY 3, 2019

After college, I worked as a structural engineer at an airline and the job was very customer-focused. My name is Nick Tran. I graduated from Georgia Tech with a Bachelor’s Degree in Aerospace Engineering. I took pride in knowing that my work helped people arrive at their destination safely.

Airlines 36

Airlines Leadership Metrics Blog 36

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. He is an expert in transforming how employees work with customers through multiple digital marketing strategies.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. He is an expert in transforming how employees work with customers through multiple digital marketing strategies.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Customer Alignment

DECEMBER 18, 2017

Think Smiling Companies, Happy Customers. Othello ) So, there was much talk. 2017 promised such a lot. Image courtesy of Pixabay

2017 45

2017 2018 Chief Customer Officer NPS 45

Qualtrics

DECEMBER 20, 2018

My own why is to always put experiences first (whether they are for family, colleagues or in my customer and product interactions). I get to work with engineering teams to build products focused on helping customers optimize their Digital CX, and their employee experience across the moments and touchpoints that matter.

Management 34

Management Culture Airlines Touchpoint 34

Qualtrics

DECEMBER 20, 2018

My own why is to always put experiences first (whether they are for family, colleagues or in my customer and product interactions). I get to work with engineering teams to build products focused on helping customers optimize their Digital CX, and their employee experience across the moments and touchpoints that matter.

Management 20

Management Culture Airlines Touchpoint 20