Beyond Philosophy

AUGUST 9, 2019

Every time I fly back and forth to England, they send me a survey. However, I never fill out the survey unless I had either a very good or very poor flight. This survey is an example of why VOC data measurement is flawed. They want to know more about my experience on the flight.

Airlines 262

Airlines Surveys Consulting Consulting 262

ShepHyken

NOVEMBER 26, 2018

No, I Don’t Want to Take Your Survey By Gerry McGovern . CMSWire) Take your survey? Do customers really want to take your survey? Boston Consulting group confirms that the numbers haven’t changed much; $7 to keep an existing customer versus $34 to acquire a new one. Why on earth would I want to do that?

Customer Service 202

Customer Service Airlines Employee engagement Morale 202

Stratifyd

MAY 14, 2019

The American Customer Satisfaction Index (ACSI) released its annual travel report and found that customer satisfaction in the airline industry has increased by 1.4%. So, are airlines actually motivated by commitment to customers, or are they just focusing on the pricing competition to get more business? If so, you’re one of few.

Airlines 40

Airlines Entertainment Surveys Upselling 40

Beyond Philosophy

NOVEMBER 19, 2022

If organizations hadn’t moved us to these efficient and easy ways to simplify these tasks, we might still be making small talk with the airline employee or licking envelopes. Complete this short survey. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row.

Airlines 150

Airlines Self service Consulting Consulting 150

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. He says that any time you link a survey-based score to someone’s career or compensation, bad things happen. Bad profits are also when an airline charges you $200 to change a ticket for a flight six months out.

Airlines 273

Airlines Metrics Accountability SaaS 273

Beyond Philosophy

JUNE 27, 2019

Surveys aren’t a reliable source because customers often won’t tell you what they really think. For example, on a recent Delta Airlines flight, I boarded the plane based on facial recognition instead of a boarding pass. You never see your customers face to face, nor do you have a chance to chat with them.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

Toister Performance Solutions

APRIL 19, 2018

Think of airline baggage fees, hotel resort fees, and cable equipment rental fees. The customer service survey falls into that category for many companies. Smart customer service leaders should either fix their broken surveys or stop doing them altogether. Does your survey generate any meaningful insights?

Surveys 48

Surveys Airlines Advertising Customer retention 48

Beyond Philosophy

AUGUST 8, 2016

As Customer Experience Consultants, we hear our clients worry about how much their Customer Experience program improvements will cost. This example of a high point in a Customer Experience from Southwest Airlines didn’t cost a dime—but it ended up on CNN Primetime, not to mention raising the spirits of the passengers on board.

Entertainment 264

Entertainment Airlines Consulting Consulting 264

Beyond Philosophy

MAY 3, 2018

We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently. As a global Customer Experience consultant hearing this news, I worry, too. Airlines, technology, retail (on and offline), and even hospitals have been merging over the past twenty years.

Wireless 284

Wireless Consulting Consulting Airlines 284

Outsource Consultants

JANUARY 3, 2024

At Outsource Consultants, we’re committed to providing informed insights, leveraging our experience with over 500 global BPO partners across various industries. Both our client and BPO success teams focused consultations on how to improve work environments for agents, and, ultimately, the customers they served.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Outsource Consultants

SEPTEMBER 14, 2021

Delta Airlines is hiring 5,000 professionals to help support their customers, but still expects lengthy hold times (some as long as 9 hours) to persist into the fall. That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Global Response

OCTOBER 2, 2023

A massive 97% of consumers consult online reviews before purchasing. Companies who have great customer service—think Zappos, Chewy, Southwest Airlines, and so on—tend to get great press online. For example, a call center might send out CSAT surveys to customers following an interaction.

Call Center 62

Call Center Management Airlines outsourcing 62

PeopleMetrics

JUNE 4, 2019

For example, in the airline industry, customers with the highest CLV are frequent fliers. American Airlines serves so many customers each day that following up with every individual complaint about a rude flight attendant or a broken seat is impossible. SURVEY RESPONSE RATE: 15 - 30%. SALES FORCE: Key touchpoint. Usually 1-2.

B2C 122

B2C B2B Real estate Airlines 122

Connecting the Dots

DECEMBER 19, 2019

Several recent studies including CCMC’s survey of Voice of the Customer programs suggest that faulty customer expectations and errors are the basis of 30% of all customer dissatisfaction and service workload. My exhibit A is the airline safety video. Then, airlines started making them funny. What to do? Avoiding Customer Rage.

Education 62

Education Airlines Consulting Consulting 62

360Connext

JANUARY 8, 2018

Those surveys don’t develop and send themselves. Airlines have long practiced “re-accommodating” ticketed passengers. appeared first on Customer Experience Consulting. Customer experience repair and improvement can be completely overwhelming! There are so many areas to tackle. Ask your front-line folks.

Journey mapping 139

Journey mapping Airlines Banking Education 139

Connecting the Dots

DECEMBER 19, 2019

Several recent studies including CCMC’s survey of Voice of the Customer programs suggest that faulty customer expectations and errors are the basis of 30% of all customer dissatisfaction and service workload. My exhibit A is the airline safety video. Then, airlines started making them funny. What to do? Avoiding Customer Rage.

Education 62

Education Airlines Consulting Consulting 62

Toister Performance Solutions

JULY 11, 2019

He begs, needles, and cajoles customers into giving him good survey scores. At George's company, good survey scores are all that matter. He manipulates survey results to keep his job. Please take this one-question survey that asks whether you currently work with a toxic employee. Toxic Employee Survey.

Advertising 90

Advertising Airlines Surveys Morale 90

GetFeedback

JANUARY 12, 2020

Through Voice of the Customer (VoC) surveys and many other sources of customer feedback, it can seem like a game of whack-a-mole. Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats. airline, which has a more than a four-decade record of leading the U.S.

Journey mapping 88

Journey mapping Airlines Feedback Customer Experience 88

Connecting the Dots

JUNE 30, 2021

Southwest Airlines has a booklet of funny ideas and actions that have worked for other staff. Practice rapid experimentation on multiple solutions to difficult situations, measuring impact by monitoring and surveys. Find a survey guide here. Systematically give staff examples and ideas.

Airlines 62

Airlines Scripts Surveys Consulting 62

Clarabridge

APRIL 4, 2017

According to the Temkin Group website, “Temkin Group CX Vendor Excellence Awards recognize any type of vendor (software company, research firm, consultant, etc.) Our survey solution helps companies get targeted feedback. A European airline decreased their average social customer service response times from 45 to 10 minutes.

Airlines 66

Airlines Feedback Consulting Consulting 66

Netomi

DECEMBER 23, 2021

During the COVID-19 pandemic, for instance, airline WestJet saw a 45X spike in new users and customer requests, with a slew of questions regarding cancellations and flying restrictions. Join us for a free chatbot consultation to see Netomi in action. Curious to dive into the world of chatbots?

Chatbots 52

Chatbots Metrics Airlines Consulting 52

Eptica

OCTOBER 30, 2015

This concept is backed up by recent research carried out by service design consultancy Engine. Its survey found that consumers rated the public transport (including train operators), utility, insurance and broadband sectors, as worst for customer experience and service.

Customer Experience 75

Customer Experience Transportation Multichannel Wireless 75

Outsource Consultants

JUNE 26, 2018

The following are three ways contact centers can assist with market research: Outbound Surveys: Traditional calling, emailing, and social media are a few tactics contact centers can use to reach out to customers. This can be beneficially for companies, but it can also be very helpful for political campaigns and voter polling. We can help!

Contact Center 52

Contact Center Marketing outsourcing Advertising 52

C Space

SEPTEMBER 2, 2020

The company is also supporting staff in other ways such as offering sabbaticals until June 2021 and consultations on CV writing and reskilling for jobs in other sectors. The tour operator began a staff consultation in June over potential redundancies as a result of the impact of Covid-19.

Airlines 40

Airlines Sales Consulting Consulting 40

C Space

SEPTEMBER 24, 2020

Retail consulting firm AlixPartners has added October for the first time to its holiday shopping forecasts, while saying that the holiday season, as commonly defined by other organizations and firms, is “meaningless” this year. .” Other observers have issued similarly high expectations for online shopping during the season.

Airlines 40

Airlines Surveys Sales Government 40

C Space

JULY 2, 2020

United Airlines has announced that it would add nearly 25,000 flights in August, tripling the size of its schedule and flying roughly 40% of its fleet capacity when compared to August of 2019. American Airlines has announced the addition of nearly 1,300 new daily flights in July, up to nearly 3,500 flights from 2,100.

Airlines 52

Airlines Advertising Automotive Multichannel 52

ijgolding

DECEMBER 4, 2017

Customers of an airline, for example, need a seat in an airplane that will take them safely to their destination on time. With more than thirty years’ experience in customer service, retail and consultancy, Stephen Hewett is one of the UK’s leading authorities and business advisors in the field of customer centred business change.

Metrics 102

Metrics Airlines Benchmark Feedback 102

Fonolo

JUNE 20, 2019

According to a recent study from customer service consultant Conversocial , Air Canada has some of the lowest response percentages and slower times among North American carriers when faced with customer service concerns expressed on social media platforms like Twitter and Facebook. There’s room to grow.

Call Center 57

Call Center Airlines Wait times Self service 57

C Space

SEPTEMBER 30, 2020

A survey just released by the IBM Institute of Business Value identified a “culture shift” at corporations worldwide, and concluded that “executives must accept that pandemic-induced changes in strategy, management, operations and budgetary priorities are here to stay.” It’s one of the rare examples of airline marketing during the pandemic.

Real estate 40

Real estate Airlines Accountability Sales 40

ClearAction

DECEMBER 31, 2017

We explore it through customer journey mapping, customer advisory boards, surveys, user experience testing, and so forth. appeared first on ClearAction Customer Experience Consulting. What is Customer Experience Value Creation? Lynn Hunsaker. Customer experience value is seldom quantified from the customer’s viewpoint.

Customer Experience 73

Customer Experience Journey mapping Airlines Construction 73

CX Journey

SEPTEMBER 8, 2016

Think about your interactions with companies like Southwest Airlines, Zappos, or Ritz-Carlton; these companies have created intentional cultures of employee experience, happiness, and engagement first because they know that if their employees are miserable, their customers will be, too.

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

Horizon CX

JANUARY 6, 2020

I consider myself a very moderate person in my approach to life and business and especially within my current role as a customer experience consultant. In the article, Herve Laroche goes on to cite Southwest Airlines as a prime example of this as follows. Southwest Airlines Co.,

Airlines 40

Airlines Surveys Education Management 40

360Connext

JUNE 1, 2017

So many organizations are diligent about surveying customers with the Net Promoter Score famous (or infamous, depending on your outlook) 1-question: Would you recommend our company? ” Heather Figallo , Senior Director of Innovation and Labs at Southwest Airlines , also talked about the importance of innovation for customer experience.

Airlines 84

Airlines Feedback Customer effort Metrics 84

CX Journey

NOVEMBER 6, 2014

Gear required for this trip is moderate and can fit in one large per person duffel to be checked with the airline. What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. Does your team have an evangelist? A data analyst?

Consulting 68

Consulting Consulting Chief Customer Officer Journey mapping 68

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. Recently, a company shared with us that they survey their customers twice a year. Frontline Fanatics. Ignorance Is Bliss.

Customer Experience 40

Customer Experience Airlines Big data Technology 40

CSM Practice

DECEMBER 29, 2020

I’m Diane Diane Hanson, management consultant, and with me is Christine Salvo, therapist, certified mediator, and certified hypnotherapist. They don’t have time to do research on industry trends, and so we started a weekly survey to gauge what other companies similar to them. Diane Hansen: (00:28) This is business therapy.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

CX Journey

APRIL 19, 2016

IDC's 2015 EXPERIENCES Survey work found that 81% of companies listen to customers about their experiences, but 69.4% Watermark Consulting looked at the employee experience leaders based on Great Place to Work findings and charted their performance on the S&P 500 for the last 18 years, from 1997 to 2014. What about your company?

Employee engagement 56

Employee engagement Airlines Morale Metrics 56