Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. And the easiest way to get customer feedback is by using customer satisfaction surveys. And the easiest way to get customer feedback is by using customer satisfaction surveys. Table of Contents What is a customer satisfaction survey?

Surveys 52

Surveys Feedback Customer effort Customer Support 52

ShepHyken

JANUARY 18, 2019

We see numerous instances of contact center operators focusing more on improving the tactical side of operations like reducing average handle time or getting more surveys filled out while ignoring the more strategic goal of improving efficiency and eliminating the redundant. Would you ever use that airline again?

Customer Experience 236

Customer Experience Airlines Average Handle Time Contact Center 236

AskNicely

NOVEMBER 29, 2016

On my favorite airline, and I’m a patriotic points collector. The airline did a poor job of sorting it out and I was disappointed because there were things that could have been handled better (mainly that my bag had got wet, left on a frozen runway somewhere for two days in the rain and then returned to me as a block of ice.

Surveys 60

Surveys Airlines CRM Feedback 60

Beyond Philosophy

JUNE 27, 2019

For example, you may have felt frustrated by a complicated process for creating an account, or irritated because you couldn’t find basic information such as size charts or a returns policy. Or maybe you got an uneasy feeling when the site wanted to access your Facebook account.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

Toister Performance Solutions

JANUARY 29, 2019

I then launched a survey to ask readers for their feedback on three cover options. The survey was up for just a few days and a 135 people responded. After all, more than half of all survey respondents picked that option. Fortunately, I also included a comment field in the survey. Here were the results: Option A (28%).

Surveys 54

Surveys Airlines Accountability Feedback 54

ShepHyken

MARCH 23, 2018

63% of US CEOs are hiring , but they say it is more difficult to find the qualified workers they need (PwC 21st Annual Global CEO Survey). Situation : Your latest employee survey reveals a decline of trust in leadership. Read Shep’s latest Forbes Article: How Southwest Airlines Keeps The Romance Alive With Its Customer.

Airlines 205

Airlines Morale Benchmark Marketing 205

Toister Performance Solutions

MAY 5, 2022

A survey conducted by Toister Performance Solutions in April 2022 aimed to find out. 1 Listen to your customers In an era of endless surveys, customer listening is severely lacking. . #1 1 Listen to your customers In an era of endless surveys, customer listening is severely lacking. What's causing the decline?

Customer Experience 62

Customer Experience Transportation Airlines Surveys 62

Global Response

JANUARY 9, 2023

For example, customer focus can include things like: doing customer research and surveys. Southwest Airlines. If you’ve spent any time traveling—or talking to people who do—you’ll notice that Southwest Airlines has a sizable following, a rarity for airlines. creating personalized customer experiences. and more!

Airlines 62

Airlines Customer centricity Feedback Metrics 62

Interaction Metrics

OCTOBER 16, 2023

Even worse, after the second interaction, the customer receives a survey and uses the open-ended text question to explain the problem. Principle 1: Start with a Research Mindset As customers, we’ve all received surveys before the products we ordered arrived or while our support ticket was still open. They get no response.

Customer Experience 62

Customer Experience Surveys B2B Advertising 62

GetFeedback

JUNE 10, 2019

Even though we know how important understanding your customers’ needs are, we often fail in designing surveys and forms that actually work–forms that are easy for customers to fill in and for your team to process and extract conclusions from. Follow these tips to design feedback surveys that your customers will want to fill in.

Feedback 79

Feedback Surveys Airlines Benchmark 79

Quiq

FEBRUARY 3, 2023

Whether a hotel, airline, car rental company or experience provider, you can provide superior service to your customers without overworking your support team. In 2019, the travel and tourism industry accounted for 1 in 10 jobs around the world. Airlines and car rental companies also dropped 1.3% Travel is back, but labor is not.

Customer Service 80

Customer Service Chatbots Airlines Feedback 80

Customer Relationship Metrics

JULY 26, 2017

You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. Ownership over Accountability. When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. Why is that? Ownership.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

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. What the study didn't account for was toxic employees who weren't fired. He manipulates survey results to keep his job. Toxic Employee Survey. Even worse, George is manipulative.

Advertising 89

Advertising Airlines Surveys Morale 89

C Space

JUNE 23, 2020

A conservative activist was barred by American Airlines after being removed from a flight when he refused to wear a mask. The passenger, Brandon Straka, recorded his exchange with an airline employee on Wednesday after boarding the plane and shared it with several media outlets. Preliminary retail figures showed turnover rose 16.3%

Airlines 52

Airlines Transportation Entertainment Advertising 52

Win the Customer

NOVEMBER 14, 2016

In one Social Habit survey , 32% of respondents said they expect a reply within 30 minutes of contacting a brand on social media. No list of companies that get customer service on social media is complete without mentioning the American airline JetBlue. 30% said they will switch to a competitor based on this alone! Conclusion.

Customer Service 145

Customer Service Airlines Marketing Banking 145

Toister Performance Solutions

MAY 7, 2020

Making customers repeat information, such as account numbers. The customer wants to use airline miles to travel on a Monday, but the flight is sold out. The company provides a machine learning platform to identify customer effort in customer service calls without using a survey. Confusing or broken self-service options.

Customer Service 111

Customer Service Self service Wireless Customer effort 111

Fonolo

JANUARY 23, 2023

For 2022, we’ve sifted through the data, and here’s what we found: Airlines account for 35% of all tweets complaining about hold time. Financial services account for 24% of businesses who have received tweet complaints about their hold time , making them the most common industry dealing with long hold times. Three hours on hold.

Airlines 132

Airlines Telecommunications Accountability Government 132

Noble Systems

JULY 15, 2019

Let’s take a look at a typical airline customer’s experience (without AI) whose flight has been cancelled due to weather. Jim decides to log onto the airline’s website to search for a new flight. After 30 minutes Jim gets frustrated and calls the airline. All the flights to Chicago O’Hare are cancelled or full.

Customer Care 70

Customer Care Self service Abandon rate Airlines 70

C Space

SEPTEMBER 30, 2020

GroupWatch will allow up to seven different Disney+ accounts to link up and co-view programming with one another on the streaming service. Invitees, who must have their own Disney+ accounts, can join through those invitations to watch the program together simultaneously on web, mobile or on their connected TVs or smart TVs.

Real estate 40

Real estate Airlines Accountability Sales 40

C3Centricity

OCTOBER 22, 2020

In the Janrain report “Brand Trust Survey” 48% of US internet users try to buy exclusively from companies they trust to protect their personal data. More than three out of five consumers say retail technologies have improved their shopping experiences, according to a survey by the National Retail Federation.

Advertising 87

Advertising Surveys Entertainment Feedback 87

AskNicely

NOVEMBER 24, 2016

Now of course, AskNicely is used by a massive range of businesses from power companies to airlines, but we still have a real sweet spot for the SaaS industry and that’s what I want to talk about. A super simple NPS® survey sent out by AskNicely – our emails generate a 38% response rate!

Marketing 60

Marketing SaaS Surveys Airlines 60

ProProfs Blog

FEBRUARY 13, 2020

Over half of the surveyed population reported that, if they like a brand, they will rarely purchase something different. 77% of consumers participate in a retail loyalty program, 46% have joined a hotel program, and 40% are part of an airline program–up from 72%, 36%, and 31% over the last year, respectively. What Loyal Consumers Want.

Customer retention 164

Customer retention Sales B2B Marketing 164

Global Response

MARCH 27, 2023

When was the last time you had to call an airline to change your flight (or perhaps, get a new flight after they canceled yours)? Or couldn’t figure out how to adjust something important in your account? When was the last time you haggled with a customer service agent over a fine-print return policy that was frustrating?

Customer Service 62

Customer Service outsourcing Self service Multi-channel support 62

Serenova

OCTOBER 24, 2019

According to a recent Vanson Bourne survey of 3,000 US and UK consumers, the vast majority (94%) of respondents say customer experience impacts whether they would make the decision to move from one brand to a competitor. Yet, Halloween-like horror stories of bad customer service have become perennial social and mainstream media headlines.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

C Space

MARCH 25, 2020

By Laurent Manes-Murphy, Head of Growth, EMEA and Zoë Bishop, Account Director. Challenge: A global airline brand needed to ‘get it right’ in the way they communicated with frequent flyers during this challenging time to preserve customer sentiment and brand credibility. Here’s our perspective on how to gain those essential insights.

Airlines 40

Airlines Surveys Marketing Accountability 40

CSM Magazine

APRIL 26, 2018

A recent survey by Yonder Digital Group on how easy companies are to get in touch with and whether they resolve queries rapidly and effectively found wide scale disappointment with no more than a quarter of people rating any sector as excellent, and most voted basic or poor by over half.

Banking 40

Banking Multichannel Airlines Sales 40

ProProfs Blog

SEPTEMBER 17, 2021

Imagine asking the above questions in a market research survey. The above survey questions fall in the category of leading questions and loaded questions. Usually, these biased survey questions compel the survey respondents to answer in a particular way on the basis of assumptions, fear factor, admission of guilt, and more.

Surveys 78

Surveys Airlines Customer Service Accountability 78

Kayako

OCTOBER 20, 2015

At Kayako, we recently ran a survey of our own and found that 60% of consumers would be unlikely or very unlikely to return to a company that had provided them bad service in the past, even if a trusted friend recommended that the service had improved. If I’m going to build this, how does it affect me later when I have to support the user?

Customer Service 93

Customer Service Airlines Customer Support Engineering 93

CrazyCall

DECEMBER 7, 2018

Flowroute Survey found that people view a business more positively if they offered SMS capabilities. Alaska Airlines uses it to coordinate flight crew schedule changes by instantly confirming updates with affected employees. For example: Uber uses text messages to keep clients informed by sending car arrival time.

Sales 51

Sales Banking B2C Airlines 51

CSM Magazine

APRIL 5, 2019

Two-thirds of the countries surveyed were “distrusters”. Enron’s accounting fraud saw its shares drop from $90 to $0.26 Let’s take one simple example – the video posted on YouTube by a Canadian singer whose $3,000 guitar was damaged by United Airlines. Edelman Trust Barometer 2018. There are usually three major outcomes.

Airlines 40

Airlines Government Advertising Marketing 40

C Space

DECEMBER 5, 2019

On a flight with my five-year-old daughter recently, I couldn’t help but laugh as she unsuccessfully, and increasingly frustratedly, swiped over and over at the dumb screen on the back of the airline seat in front of us. It reminded me of a time when technology was clumsy, sluggish and far less of a necessity. This isn’t a one-off example.

Airlines 52

Airlines Advertising Personalization Technology 52

CX Journey

AUGUST 22, 2014

How many times have you called a company, entered your account information or phone number into the IVR, only to have to give it again to the person who actually takes your call, and yet again to every person you are transferred to? Really listen to customers - not just through surveys but also through various channels, e.g., social media.

Customer Experience 66

Customer Experience Airlines Journey mapping Interactive Voice Response 66

CustomerGauge

JANUARY 27, 2016

Starting a Net Promoter program is about improving your customer experience and boosting your customer loyalty, but before you start wowing customers you have to survey them. And part of that process is deciding what type of survey to conduct: relationship, transactional or both. How do I use relationship surveys?

Surveys 75

Surveys B2C B2B Airlines 75

JivoChat

JANUARY 17, 2021

For instance, if you were processing month-end accounts and ran into difficulty with a transaction, you could request immediate “reactive” support via the live chat tool. In fact, one survey found that 51% of customers preferred live chat because they can multi-task: Live chat conversations can be saved for future reference.

Best practices 52

Best practices CRM Customer Support Personalization 52

C Space

MAY 26, 2020

Advanced TV advertising firm Simulmedia began offering these deals in 2015, and they account for roughly 25% of the company’s business, said Simulmedia CEO Dave Morgan. According to a survey taken by the U.S. It has expanded its food delivery business to 15 countries from four this year as demand has surged. Leading U.S.

Education 52

Education Advertising Sales Transportation 52

REVE Chat Blog

OCTOBER 16, 2019

Last year United Airlines had a brand crisis, in which $1.4 It allowed customers to use in-store tablets to access their Beauty bag account while shopping. Send quick surveys at the end of each conversation and ask to rate it. And what if the first experience makes you angry, upset, annoyed, frustrated.

Customer Service 60

Customer Service Chatbots Best practices Feedback 60

Comm100

JANUARY 14, 2016

In a March 2015 report , eMarketer predicts that Facebook and Twitter will account for a full one-third of all digital advertising by 2017. However, you will need much more than just a Facebook page or Twitter account to provide effective customer service via social media platforms.

Customer Service 0

Customer Service Self service Advertising Airlines 0