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.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Fonolo

JULY 5, 2023

How to Manage Customer Perception Managing customer perceptions and expectations is essential to successfully running a customer service department. Communicate better internally This is an often-overlooked key issue for bigger, complex businesses such as airlines. These are a major cause of frustration for customers.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Netomi

SEPTEMBER 20, 2021

Knowledge Base Management. Users have a single inbox for all messages – whether taking place on Messenger or on webchat – which provides a really efficient way to manage cross-platform customer interactions. 5 Ways Customer Service Managers Can Create a Better Experience With AI. Customized conversational surveys.

Chatbots 126

Chatbots APIs Surveys Analytics 126

COPC

APRIL 14, 2016

Judi is providing an in-depth exploration of the findings from the 2015 Customer Experience Management Benchmark (CXMB) Survey — a joint venture between COPC Inc. This one-day session showcases a team of industry experts examining the findings of the Customer Experience Management Benchmark (CXMB) report.

Benchmark 40

Benchmark Journey mapping Airlines Contact Center 40

Fonolo

APRIL 19, 2018

He asks for a manager who says, “We stopped serving breakfast at 11:30 AM”. In fact, he likely placed the order in time, but wasted time arguing, and by the time he asked for the manager he was too late. Groom-to-be Greg Focker (Stiller) has experienced nothing but bad luck with airlines. Understanding Industry Benchmarks.

Customer Service 101

Customer Service Entertainment Airlines Benchmark 101

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.

Journey mapping 40

Journey mapping Benchmark Entertainment Airlines 40

C Space

DECEMBER 6, 2021

33% of Londoners surveyed wanted to move to a new home, with a 126% increase in enquiries about rural homes by city dwellers between 2019 and 2020. Consumers are confused, with 49% surveyed unsure if carbon offsets had a positive or negative effect on the environment. INDUSTRY: NOW — Is carbon offsetting helping us towards net zero?

Transportation 59

Transportation Airlines Automotive Marketing 59

Netomi

JANUARY 5, 2022

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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)? Instead, make agent training and learning an ongoing part of the role, and something that happens both individually or 1-on-1 between agents and managers, as well as in team or group settings.

Customer Service 62

Customer Service outsourcing Self service Multi-channel support 62

Eptica

OCTOBER 30, 2015

Its survey found that consumers rated the public transport (including train operators), utility, insurance and broadband sectors, as worst for customer experience and service. Therefore every brand, irrespective of sector, needs to benchmark themselves against the best and continuously innovate to win and retain customers.

Customer Experience 75

Customer Experience Transportation Multichannel Wireless 75

C Space

SEPTEMBER 30, 2020

Jimerson, svp product management for Disney+, said, “and in this moment when many are still apart from their friends and family, GroupWatch offers a way to safely connect virtually by co-viewing your favorite Disney+ stories with your favorite people from the comfort of your living room.” 30 for trips taken during the holiday season.

Real estate 40

Real estate Airlines Accountability Sales 40

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. What gets measured gets managed.” – Peter Drucker. What does that look like?

Metrics 60

Metrics Customer Experience Surveys Feedback 60

ProProfs Blog

DECEMBER 23, 2019

Maybe a couple of customer surveys. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation. It also benchmarks the customer experience against your brand promise. But what is customer centricity ? A few staff meetings. That’s not it.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

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. Don't benchmark yourself against something. Going back to Southwest Airlines and their core value, or one of their principles is serve at heart, right? Tactics to change culture in your company.

Airlines 13

Airlines Best practices Consulting Consulting 13

Comm100

DECEMBER 22, 2016

To do this, have a look at customer service feedback surveys and reports from different channels. KLM Dutch Airlines, which allows customers to manage their booking from Facebook Messenger, is ahead of the curb. Free Download] 2016 Live Chat Benchmark Report. Third Party Messaging Support Will Win You Fans. Download Now.

Customer Service 35

Customer Service Benchmark Multichannel CRM 35

Comm100

FEBRUARY 6, 2018

Need : An industry-leading CRM — features include lead scoring, SMS marketing, event management, sales reports, social CRM, mobile app, web content personalization, and more. This program works great for managing a few hundred leads, and makes CRM simple. Hot Schedules : Good for managing labor and cost control. Freelancers.

CRM 42

CRM Enterprise SaaS Marketing 42