Eptica

APRIL 18, 2018

Author: Pauline Ashenden Not only are holidaymakers now booking their travel and accommodation online, but the web has also paved the way for new business models, with more people going direct to hotels and airlines rather than booking complete packages from traditional travel agents. Share this page on: Tweet.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Fonolo

JULY 5, 2023

Communicate better internally This is an often-overlooked key issue for bigger, complex businesses such as airlines. We have much more detailed information about surveying later in this blog. Binary Questions These are the simplest questions in your survey. These are a major cause of frustration for customers.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

COPC

AUGUST 10, 2016

will moderate a select group of industry leaders for an engaging and entertaining exploration of key findings from the 2016 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series. The CXMB Series, a survey collaboration between Execs In The Know and COPC Inc., On Monday, Sept 19, COPC Inc. May 23-24, Miami, FL.

Journey mapping 40

Journey mapping Benchmark Entertainment Airlines 40

HGS

SEPTEMBER 6, 2017

Hospital and health system leaders should evaluate the potential for adapting value-based principles to the patient contact center, and move beyond the quantitative benchmarks as a measure of their efficacy. Rather than leaning on legacy benchmarks, the modern contact center should be value-based (i.e.,

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113

Netomi

JANUARY 5, 2022

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. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

AskNicely

JANUARY 10, 2019

Validating that, AskNicely’s 2018 NPS Benchmark Study found forward-looking companies that strategically step away from price wars to concentrate on customer experience metrics are discovering more retention and better growth. This made managing the customer experience difficult at best. What does that look like?

Metrics 60

Metrics Customer Experience Surveys Feedback 60

Branch Mesenger

SEPTEMBER 10, 2018

Southwest Airlines. If you read any book about culture, if Southwest Airlines isn't mentioned in their I would be shocked. I think that, just recently I shared a quote, and I'll probably mess it up, but it's something along the lines of, best practices are not, don't stick to best practices. Absolutely.

Airlines 13

Airlines Best practices Consulting Consulting 13