GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. We can agree there are more customer interactions than ever before, and some of that is our own fault. 1: map your customer journey. We all feel it.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. Then, we sat for an extra 45 minutes on the tarmac while the airport found us a gate. It’s not just airports that seem understaffed.

Airlines 146

Airlines Net Promoter Score Culture Travel 146

Alida

OCTOBER 15, 2017

There’s never been a more crucial time for brands to keep a finger on the pulse of changing customer needs – or risk falling behind the pack. . At CX and the City over one hundred customers, insights, marketing and CX professionals across 5 countries joined us in Singapore to explore the future of customer relationships in Asia Pacific.

Competitive Advantage 100

Competitive Advantage 2025 2017 Customer Journey 100

Hello Customer

JANUARY 27, 2021

Customer experience has been around for some time now. Despite lots of companies are cutting budgets on their CX efforts, it’s important to put your customer in the center of your activities. And moving forward, how can you do customer experience on a limited budget and put it back on your company’s strategic agenda?

Customer Experience 98

Customer Experience 2020 ROI Webinar 98

QuestionPro Audience

JANUARY 3, 2018

Gone are the days of making blind booking arrangements and hoping for the best, or using a travel agent. Mobile technology creates a completely different experience at the airport, for both the customer and airline. A good mobile app adds to the customer experience, and creates brand loyalty.

Travel 117

Travel 2018 Airlines Books 117

ShepHyken

NOVEMBER 18, 2020

It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime. That’s a pretty big goal—making a customer stay for a lifetime. For example, pre-COVID-19 I was at an airport gift shop and bought a book.

Loyalty 140

Loyalty Books 2018 Customer Service Training 140

Beyond Philosophy

FEBRUARY 13, 2021

Customers buy habitually, and that’s great when their habit is to buy from you. Changing customer habits is essential in this case, and requires a deep understanding of why customers have the habits they do. Understanding customer triggers. Distract your customer from their existing habit.

Government 180

Government Consulting Measurement Customers 180

Magellan Solutions

OCTOBER 28, 2021

One interacts with potential customers on different platforms. It is the multichannel sales approach that gives customers an integrated shopping experience. Each piece of the consumer’s experience should be consistent and complementary. Singapore Airlines partnering with AOE integrated airports and shopping malls.

Omnichannel 52

Omnichannel Contact Center Airlines Marketing 52

Beyond Philosophy

JANUARY 28, 2023

If you have customer segments that read like the drink sizes on a fast-food menu, then this podcast is one you really need. The fact is many organizations get customer segmentation wrong. Vijay Patel’s sales haven’t been what he hoped, and he wondered if the problem might be targeting the wrong customers.

Travel 89

Travel Financial Consulting Sales 89

ShepHyken

SEPTEMBER 27, 2017

The guy just didn’t want to get them, when a customer needed them. He mentioned that the restaurant was managed by a group at the airport, so I really shouldn’t expect the same service or quality I am accustomed to at this company’s regular restaurants. Let’s switch industries and talk about an icon in the world of customer service.

Brands 86

Brands Customer Service Training Online Experience Customer Service 86

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. Assess the Employee Experience Upon Starting Your New Role. I want to learn from these people.

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. million customers.

2020 155

2020 Article Customer Service Airlines 155

Hello Customer

JANUARY 27, 2021

Customer experience has been around for some time now. Still, more than ever it’s important to put your customer in the center of your activities. And moving forward, how can you do customer experience on a limited budget and put it back on your company’s strategic agenda? Make the customer your common goal.

Customer Experience 59

Customer Experience 2020 Webinar Customer Journey 59

Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement.

Customer Experience 120

Customer Experience Hotels Banking Airlines 120

Beyond Philosophy

SEPTEMBER 22, 2015

According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. I couldn’t agree more.

Multi-Channel 167

Multi-Channel Call Center 2015 Customers 167

Experience Investigators by 360Connext

APRIL 28, 2020

The same is true for customer relationships. Knowingly or not, some organizations train customers not to take their word seriously, then wonder what’s wrong as the customers they have become the customers they had. Today, customers are looking for signs they can trust you. Are you delivering? Click To Tweet.

Customer Journey 225

Customer Journey Measurement Customers Brands 225

Happy or Not

DECEMBER 21, 2023

This tool goes beyond the surface, allowing you to decode timely trends in customer feedback. The visually intuitive grid elegantly displays feedback distribution, highlighting the best and worst performing times based on the satisfaction index and the volume of responses collected. What are HappyOrNot time patterns?

Customer Satisfaction 36

Customer Satisfaction Travel Retail Customer Centricity 36

Experience Investigators by 360Connext

JANUARY 12, 2015

The following is a Best of 360Connext post. Consider yourself as a loyal customer. It’s well documented how 20% of your customers (the loyalists) bring in 80% of your revenue. Not entirely surprisingly, these customers are also the ones most likely to share their happiness and spread the word about your business.

Loyalty 291

Loyalty Hotels Hospitality Loyalty Programs 291

Beyond Philosophy

JULY 3, 2021

Whatever the reason may be, you have outsourced part of your Customer Experience. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does. The question is, was outsourcing that part of your experience really a good idea or a big mistake?

Customer Experience 109

Customer Experience Hotels Consulting Call Center 109

Experience Investigators by 360Connext

DECEMBER 15, 2014

For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

SurveySparrow

APRIL 21, 2022

Customer feedback is the holy grail of customer experience. And, it will become much harder to change your customer’s minds if they had a bad experience. Freestanding terminal : A self-service customer feedback machine. A number pad to input the customer’s contact number. The challenge?

Customer Insights 52

Customer Insights Insights Transportation E Commerce 52

Beyond Philosophy

APRIL 19, 2019

This technology presents the most authentic option for capturing data on customers’ emotions during your Customer Experience. This technology is the next level of Customer Experience analysis and the future for the industry. Take a look here: [link]. However, one must wonder….is

Technology 114

Technology Consulting Presentation Innovation 114

CSM Magazine

OCTOBER 7, 2019

Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ shares the first of five special insights for Customer Service Week. Insight: Knowing your customer and how to deliver to them. At OmniServ, we deliver a wide range of services to a diverse group of customers in and around airports.

Customer Service 40

Customer Service 2004 Travel 2010 40

ShepHyken

JANUARY 8, 2020

Do they come to the job with the positive attitude you want your customers to experience? Just hours after I read this subscriber’s story, I was at the airport standing in front of the check-in desk at the gate. When it comes to hiring people who have to work with others, especially customers, trust me on this.

Customer Service Training 121

Customer Service Training Culture Information Customer Service 121

Kitewheel

FEBRUARY 11, 2020

The customer experience for airlines is made even worse by the shrinking window for customers to reach their gate, frustration at people cutting in line, or a sense that there are not enough attendants at the front desk, gate, or any other location. There are even lists of the best queues.

Airlines 52

Airlines Loyalty Programs Travel Download 52

Talkdesk

MARCH 4, 2021

Honestly, it wasn’t a great experience wasting half a day on mundane requests when I had so many other more important things I needed to take care of when planning this life-changing move. 4 steps to boost customer experience: 1. To achieve this, it’s best to acquire contact center software that is mobile-ready.

Contact Center 94

Contact Center Customer Experience Banking Telecommunications 94

Confirmit

MAY 18, 2020

Heathrow Airport, one of the busiest airports in Europe saw a 97% drop in passengers in April. The role of customer experience in some organizations has been placed in limbo, and I’ve heard from some CX teams that as there are no longer customers traveling, feedback is not a top priority.

Airlines 59

Airlines Travel Government Feedback 59

ShepHyken

JULY 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . My Comment: How do you deliver a better customer experience? Why is customer service training so important?

2018 78

2018 Article Customer Service Customer Service Training 78

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not.

Customer Experience 167

Customer Experience Call Center Hotels Insurance 167

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience.

Airlines 152

Airlines 2017 Metrics Social Media 152

West Monroe

AUGUST 20, 2019

Think back to some of your most recent unpleasant experiences. It’s painful to even think about these experiences. Improving them is possible, but to design a good airport, DMV, or any other experience, you need to understand the needs of the humans on the other end. What is Human-Centered Design? What we heard.

Travel 61

Travel Airlines Consulting Blog 61

CSM Magazine

OCTOBER 10, 2019

Continuing with our special Customer Service Week series, OmniServ’s Samantha Saunders argues that to lead customer service innovation in an industry, you need commitment across the board. Leadership: Championing customer service. We assist around 1.8 million PRM passengers a year; 1.2

Innovation 40

Innovation Customer Service Airlines 2004 40

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. No one knew it was an option until they were waiting in line at the airport.

Banking 141

Banking Airlines Technology Competitive Advantage 141

Beyond Philosophy

DECEMBER 10, 2018

But they keep coming, despite the fact that social media offers much better tools for learning what customers are thinking. An important principle in both marketing and customer experience is that you should listen to your customers. I’ve even been asked to rate the immigration agent at an airport. Survey Overload.

Social Media 158

Social Media Hospitality Airlines Hotels 158

Hello Customer

FEBRUARY 6, 2020

They employ 320,000 people worldwide , to secure customers from the smallest shops to the largest airports. In a fiercely competitive space like security customers demand the best, especially when their safety is involved. Before Hello Customer, they didn't ask for any feedback. The 2 Question Surveys.

Marketing 88

Marketing Feedback 2018 Touchpoint 88

ijgolding

AUGUST 4, 2015

As adults, the experience is very different. That is why when it comes to the summer holiday – or any holiday for that matter – we hope and expect that the organisations we choose to travel with are able to deliver an experience that takes away as much of the potential stress as possible. The beautiful city of Dubrovnik.

Hotels 121

Hotels Travel Airlines Customer Journey 121