Net Promoter® News: United Airlines, National Australia Bank (NAB), Commonwealth Bank of Australia (CBA)


United Airlines ties $500,000 CEO bonus to customer satisfaction results We have all read and seen the news and videos regarding United Airlines’ recent customer service debacle. For those of you who have not been tuned in, the American airline went through a customer service fiasco after asking four of their passengers to get off […].

Who are you #onholdwith? The Top On-Hold Offenders in the Airline Industry


As the weather warms up in the West and many take off for their summer holidays, customers are increasingly dealing with big-brand companies in the business of travel: Airlines. Frontier Airlines. This airline sucks! United Airlines. American Airlines.

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Southwest Airlines Ranked Top for Customer Experience

CSM Magazine

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51 [st] place overall out of 318 companies across 20 industries. The ratings of all airlines in the 2018 Temkin Experience Ratings are as follows: Southwest Airlines: 76%.

At A Fork In the Road: As a Customer Relationship Driver, Where Is Branch Banking Headed?

Beyond Philosophy

Both quotes seem to apply to what is currently transpiring with retail branch banking, and where it seems to be trending. Banks can’t quite make up their minds about what branches are supposed to be. At a time when banks are closing branch locations at a record pace (over 1,400 in 2014, with Bank of America, alone, closing more than 140) that is likely to continue, the need for the services they offer remains pretty much the same. Why does banking have to be a chore?

Social Customer Service Rankings: Where Do You Stack Up?

Chad Schaeffer

A close third is the Airline industry. It’s notable to point out that only Delta Airlines has a dedicated Twitter support handle, the other airlines are engaging customers on their main brand Twitter handle. Interesting that a particular airline is missing from the list. Southwest Airlines (@SouthwestAir 28,000) known for their outstanding customer service.

You Are Known by Your Works

Chip Bell

Many years ago, I worked for the president of a bank famous for aggressive bank acquisitions and rapid growth in the financial services space. The bank ultimately became the Bank of America and the president became the B of A CEO. When the bank purchased Barnett Bank, the largest bank in Florida, McColl commissioned the construction of a large high rise bank building in Tampa which the locals called the “Beer Can Building.”

CX: The Shift from Call Center to Contact Center

Revation Systems

Today the role of cloud and multi-channel features has changed the game entirely, and shifted what was merely used to aggregate inbound and outbound phone calls into a complex communications hub able to transform multiple industries such as healthcare and banking. For example, if a distressed airline passenger has a grievance today, they’re less likely to call a customer support number than they are to Tweet at the airline company’s profile outlining their issue.

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Experiential Calluses Against Poor CX


For example, switching banks isn’t easy. He didn’t like the way big airlines treated customers. Customers may have built up tolerance in the form of an experiential callus to the way the airlines treated them. Last summer I played golf with a friend. At the end of the game, he had blisters. He didn’t play very often, and the golf clubs rubbed his skin raw. My hands were just fine.

Be Different


Huntington Bank differentiated themselves by extending the hours of operation. The recognized traditional hours were not convenient for the typical banking customer, so they extended their hours, staying open later during the week and being open on Saturdays. Southwest Airlines is known for low fares, not charging for checked bags and no change fees. If you compete head-to-head with your competition, you may win or lose. If you compete by being different, you stand out.

Lose The Fear Of Facial Recognition If You Want CX Improvement

Beyond Philosophy

For example, not so long ago, people didn’t want to migrate to online banking. In the minds of many people, the internet was a sinister nest of bad-actors waiting to steal all of our electronic money right out of the virtual bank. However, online banking has proved to be helpful to society. Most of us bank online these days, too, and we sleep just fine at night—at least about online banking.

How will COVID-19 change customer behavior and habits?

Beyond Philosophy

I’ve received a number of messages from airlines, hotel chains and travel site CEO’s about all the measures they are taking, the policies they are changing, etc. One of the airlines I had bookings with had put a note for a number of days saying they are working on a self-service option to change tickets with open ones via their website or app. So airlines might even stream live to passengers how the plane is being cleaned … who knows.

8 Worst Mistakes You Don’t Want to repeat!

Beyond Philosophy

The flight attendant on Jetstar Airways, an Australian budget airline, asked the woman how many weeks she was gesturing at her midsection. Like many airlines, they have a policy that women after 28 weeks must turn over a doctor’s note that they are okay to fly. In her post on the airline’s site, she wrote, “ I used to be quite heavily overweight and even then was never met by such a rude question and especially no remorse from the flight attendant. ”

Provide Great Customer Service – Even While WFH


How would you feel if you called into a bank’s contact centre and heard a dog barking? Or, if an airline customer service employee called and you could hear a TV in the background? That’s a dilemma facing many organizations currently as they plan remote and work from home strategies. Despite the fact that there’s [ ] The post Provide Great Customer Service – Even While WFH appeared first on Poly Blog.

Who are YOU #OnHoldWith? The Top 10 Worst Companies to Call in 2019


This year, some big surprises: Virgin Media, Verizon, and United Airlines are among the top culprits in the annual list of The Worst Companies to Call in 2019. More tweets were sent about them than Verizon(#2) and United Airlines(#3) combined. Worst Industry to Call 2019: Airlines.

Truth Bared about the Realities of Customer Experience Implementation!

Beyond Philosophy

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. On the disruptive nature of improving Customer experience, the airline representative spoke of how the organizational change is “ valuable in its own right and should be considered a benefit of focusing on Customer Experience.”.

2018 Temkin Experience Ratings: 20 Industry Snapshots

Experience Matters

You can see links to all of those industry snapshots below: > Airlines > Auto Dealers > Banks > Computers & Tablets > Credit Card Issuers > Fast Food Chains > Health Plans > Hotels & Rooms > Insurance Carriers > Investment Firms > Parcel Delivery Services > Rental Cars & Transport > Retailers Read More.

FREE Temkin Group Industry CX Webinars

Experience Matters

Temkin Group publishes a large amount of industry- and company-specific research, so we often do webinars that highlight what’s happening in customer experience in those industries.

Hold It!: The Top 10 Worst Companies You Called in 2018


” Last year, the report revealed Delta Airlines to have the highest instances of complaint Tweets about putting customers on hold. While the airline has dropped out of the number one spot in 2018, it still takes a prominent third spot on the annual list as a hold-time offender. Delta Airlines. Bank of America. Airlines. HOLD EVERYTHING: The results are in.

Customer Authentication – Stuck in the Last Century

Customer Interactions

Every day, it seems, we are finding new and more efficient ways to interact with our service providers, whether our bank, mobile provider, insurance company, favorite airline, or retailer. New technologies are making it easier and faster to interact and carry out transactions whether we’re purchasing something or updating personal details. There is, however, one very conspicuous speed bump: customer authentication

Customer Authentication Meets Instant Gratification

Customer Interactions

Great, and what was your mother’s maiden name?” We’ve all been through this drill every time we have to resolve an issue over the phone with our bank, mobile provider, airline or insurance company. “Hello Mrs. Smith, in order to assist you, can you please tell me your account number? And your social security number?

The Best Customer Service Experience Stories to Cheer You Up


Delta Airlines has taken to handing out pies when they are delayed in getting their customers to the skies. Since their inception airlines have allowed customer service to fall by the wayside, but Delta Airlines is doing what it can to gain customers through exceptional customer service.

Guest Blog: “Zhuzhing Up” Humans in the Contact Center


Yet bank employees did not disappear with the advent of the ATM. Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. The World Bank finds in its 2019 examination of the workforce that while technology is indeed changing how people work, it’s also creating new opportunities.

Delivering Unique, Attractive (Even Branded) Customer Experience Lagniappe: Any Company Can Do This

Beyond Philosophy

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. 4) Where customers and experience are concerned, think ‘human’, i.e. TD Bank’s “Bank Human Again” marketing campaign. and Metro Bank in the U.K.

Watch: “The Truth & Beauty Economy,” Kenneth Parks Keynote at Most Contagious

Hero Digital

Meanwhile Chime, a banking startup targeted at millennials that attracts 300,000 new customers every month, turned a barrage of comments with 79% negative sentiment, into 70% positive in just four days thanks to the CEO’s transparent and honest handling of a service black-out incident.

Fact of Fiction – Has Service Improved Over the Last Thirty Years?

Service Strategies

This article painted scenarios of how poor service delivery had become in a multitude of industries such as: banking, airlines, retail, automotive, home services and technology. On February 2, 1987, Time Magazine’s cover story was titled “Pul-eeze! Will Somebody Help Me? Frustrated American consumers wonder where the service went.”

The shift: From customer service to customer experience


Gone are the days where banks were building their profits on overdraft fees,” says Peter Strazalkowski, Salesforce AE for Coveo, a provider of intelligent and predictive search technologies. People coming into the bank to make a simple transaction may also ask about opening a savings account for their child’s college. Peter suggests that the banking industry has changed a lot and will continue evolving by enabling agents to better understand and serve customers. “To

With customer experience design, functional is good. But don’t stop there – by Beth Richardson


You are a lifelong customer of Locality Bank. Your parents took you in to the bank open your first account when you were a child, and you remember how you felt when a moneybox was presented to you as a thank you. Your dealings with the bank over the years have always been consistent, efficient and straightforward. You don’t usually give banking too much thought, often using online services. Locality Bank are the first people that spring to mind.

A Message from Aspect’s CEO on COVID-19


Airlines, health care, communications and banking are just some examples of the many industries that impact our lives every day. Contact Center Community –. I have always believed it is important to deliver the right message at the right time. The COVID-19 pandemic is challenging many of our conventions every day. What it will never change is that most people sincerely want to help other people.

When “Virtual” is Better:


Many customers who call the hotlines of airlines, retailers and financial-services firms, among others, encounter hours long wait times, hearing recorded messages saying help is currently unavailable. Some of the most-needed services, such as banking and health-care, involve especially sensitive information. Airlines, which are sustaining losses as flights are grounded world-wide, are being inundated with calls from customers needing flight changes, refunds or help getting home.

Preparing Your Business for the API Economy


When you think of APIs it’s likely that some big names come to mind: Nexmo, the Vonage API platform; Stripe for payments; or one of the new Open Banking APIs. Think about banking. Outside of start-ups, traditional retail banks are investing in public APIs. Across Europe, legislation has obliged the largest banks to provide standard APIs designed to make it easy for regulated firms to build innovative products on top of the data and functionality provided by banks.

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Competitive Advantage and Marketing’s 5Ps


this is one solution for products, but what about those of you selling services, like insurance, airlines, electricity, water, banking? Banks could provide a more relaxing an agreeable way to stand in line. A recent experience of mine in a Peruvian bank made me realize how Swiss banks, and many others, could be more competitive and customer centric. In the bank I attended, there were comfy sofas, television and free coffee.

Where in the World Is Santa?


Avaya’s industry-leading contact center solutions handle millions of customer calls, web chats, and texts around the world each day, serving the largest banks, health systems and airlines. ‘Twas the night before Christmas, the contact center was quiet, Not an agent was stirring, not even a pilot. The vacation requests were logged by the copy room with care, In hopes that a holiday break soon would be there.

As COVID-19 Wreaks Havoc for Traditional Customer Service Platforms, A Handful of North American Call Centers Step Up to Fill the Need


Many customers who call the hotlines of airlines, retailers and financial-services firms, among others, encounter hours long wait times, hearing recorded messages saying help is currently unavailable. Some of the most-needed services, such as banking and health-care, involve especially sensitive information. Airlines, which are sustaining losses as flights are grounded world-wide, are being inundated with calls from customers needing flight changes, refunds or help getting home.

Net Promoter Score: The Complete Guide


Airlines. Banks. The Contact Center KPIs that Matter Most – TechSee Data Sheet Collection Part 1. In the first of our new series of in-depth data sheets, you’ll discover the huge impact that Visual Support has on NPS, according to some of TechSee’s biggest clients.

Stop Delivering Service Ga Ga

Chip Bell

It is the flight attendant who speaks “thank you for flying Mayday Airlines,” but sounds terribly bored instead of sincerely grateful. It communicates a boring sameness without depth, significance or an experience that remains in one’s memory banks. I do not understand the lyrics in the hit song Bohemian Rhapsody. The music is terrific and I am a major Queen fan.

5 Top Customer Service Articles For the Week of May 1, 2017


So when a several big brands in the beverage, transportation, banking and airline industries were suddenly in the global media hot seat, we had a laugh and productive conversations behind the scenes. Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

What Customer-Centric Companies Must Do To Become Customer-Obsessed

Beyond Philosophy

We’ve seen many examples of companies that have, or created, these kinds of cultures and levels of value delivery: Zappos, SunTrust Bank, Wegmans, Southwest Airlines, IKEA, Virgin, Rackspace, Disney, Zane’s Cycles, USAA, Target, Ritz Carlton, IBM, QVC, Umpqua Bank, Costa Coffee, etc. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Forget About the Wow. What Should You Fix NOW?

Experience Investigators by 360Connext

Airlines have long practiced “re-accommodating” ticketed passengers. In one case, a banking client of mine realized the signs on their branch doors were outdated just by asking this question of branch managers. Customer experience repair and improvement can be completely overwhelming! There are so many areas to tackle. Those surveys don’t develop and send themselves. Then you simply must understand the journey by undertaking a robust customer journey mapping process.

Is Automation Good or Bad for Customer Experience?

Toister Performance Solutions

I bought my plane ticket to Seattle on the Alaska Airlines website, checked in for my flight via the airline's app, and used the app to pull up my boarding pass when I got to the airport. It's been possible for more than 10 years : 1995: Alaska Airlines became the first North American carrier to sell tickets online. 1999: Alaska became the first airline in the world to enable online check-in. 2007: Continental Airlines debuted mobile boarding passes.

Rebuilding After the Pandemic


An airline customer is starting to rebuild their operation by shifting to carrying more freight. Retail banking customers are working hard to support requests for small business loans with few, if any, branch interactions.