Beyond Philosophy

AUGUST 14, 2017

In one survey, 56 percent of respondents said they’d like to see a more authentic, location-based experience in airports. But with high passenger volume, airline cost-cutting measures, carry-on baggage restrictions and ever-changing security and airline rules, flying can still be stressful and unpleasant. PR Nightmare!

Airlines 0

Airlines Consulting Consulting Customer Experience 0

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

DECEMBER 10, 2018

When I checked my email the next morning, there was a survey from the hospital. This absurd question made me aware of how many surveys I actually receive. Survey Overload. In those days, customer surveys played an important role in getting feedback from people who had done business with you. They have gotten annoying.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

Beyond Philosophy

JANUARY 5, 2015

Other companies on the list included Southwest Airlines and Disney along with other big brand names. I wrote about Google , Southwest Airlines , and Disney before. If you enjoyed this post, you might be interested in the following blogs: Disney Continue to Deliver Magical Customer Experiences. Blogs Employee Experience'

Airlines 310

Airlines Surveys Customer Experience 310

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. If you enjoyed this blog, you might also like these: Lose the Fear of Facial Recognition if You Want CX Improvement.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

VocalCom

APRIL 16, 2018

When measuring customer experience, your company likely includes surveys in your approach. While this practice remains a viable method for gaining feedback, how your company sends these surveys is critical to getting responses. For maximum engagement, your brand must modernize survey practices in a way that appeals to customers.

Surveys 48

Surveys Contact center software Airlines Feedback 48

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? It gets worse.

Surveys 48

Surveys Airlines Advertising Customer retention 48

Beyond Philosophy

DECEMBER 10, 2021

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. The airline has no cost except the administrative effort, but they’ll charge anyway.

Airlines 273

Airlines Metrics Accountability SaaS 273

NICE inContact

APRIL 6, 2018

Customer satisfaction (CSAT) surveys notoriously have a rather low participation rate. Most surveys fail to respect the customer’s time when required to hang on at the end of an interaction and then go through an unknown number of questions delivering no obvious benefit to the customer. Offer multiple channels for surveys.

Best practices 54

Best practices Surveys Airlines Banking 54

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Airlines 400

Airlines Wait times Self service Enterprise 400

ShepHyken

JANUARY 22, 2018

The authors started by surveying 400,000 customers who interacted with brands in the airline and wireless industries to find out how much more customers would spend if they received better service. If it’s a “no” I immediately have a subject for another blog post. But how valuable is it really? I hope you’ll learn from them.

Customer Service 229

Customer Service Wireless Chatbots Airlines 229

Fonolo

JULY 5, 2023

We often think of word of mouth in the literal sense but these days it’s far more: customer reviews, social media, and micro-blogs are all word of mouth too. The same goes for the content that people see about your brand on blogs and social media. We have much more detailed information about surveying later in this blog.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Nicereply

APRIL 11, 2023

NPS: Net Promoter Score (NPS) surveys measure loyalty and satisfaction by asking customers how likely they are to recommend your product to others. CES survey: Customer Effort Score (CES) is a metric that measures how much effort a customer has to exert to use a product or service on a scale of “very difficult” or “very easy.”

Best practices 52

Best practices Feedback Surveys Airlines 52

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

360Connext

JANUARY 8, 2018

Those surveys don’t develop and send themselves. Airlines have long practiced “re-accommodating” ticketed passengers. This post was written for and a version originally appeared on the CallidusCloud CX blog. Customer experience repair and improvement can be completely overwhelming! There are so many areas to tackle.

Journey mapping 139

Journey mapping Airlines Banking Education 139

Global Response

OCTOBER 2, 2023

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. For customers who provide a high CSAT rating, a workflow might redirect them to leave a positive review online.

Call Center 62

Call Center Management Airlines outsourcing 62

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services?

Metrics 49

Metrics Airlines Customer Service Contact Center 49

GetFeedback

JULY 19, 2019

A recent McKinsey survey showed customer satisfaction with health insurance is 73% more likely when customer journeys work well than when only touchpoints do. The same survey showed that when hotels get the customer journey right, customers are 61% more willing to recommend the hotel than customers of hotels that only focus on touchpoints.

Airlines 123

Airlines Benchmark Surveys B2C 123

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services?

Metrics 49

Metrics Airlines Customer Service Contact Center 49

Horizon CX

OCTOBER 2, 2023

An airline Gate Agent is asked by a passenger to check-in for a same-day, earlier flight. Because this blog is about CX, let’s address NPS (Net Promoter Score) and LTR (Likelihood to Recommend) at the frontline, as it relates to data. SUPERVISOR: Scott, we need more surveys. So, you say we need eight more surveys this week.

Surveys 52

Surveys Airlines Government Management 52

ShepHyken

JUNE 22, 2018

Scott’s viewpoints on SMS are backed up by recent industry surveys revealing that text messaging is the preferred channel for customers when engaging with businesses because it’s convenient, fast and easy to use. He noted, “The place where trust still survives is your (mobile) message inbox. We open every text message.”

Customer Experience 39

Customer Experience B2C Airlines Technology 39

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services? 2) Disagree. (3)

Metrics 48

Metrics Customer Service Airlines Contact Center 48

Nicereply

OCTOBER 24, 2023

Southwest Airlines has set itself apart in the competitive airline industry through its commitment to customer experience. By avoiding hidden fees, ensuring friendly staff interactions, and offering a straightforward rewards program, the airline has cultivated significant brand loyalty.

Customer Experience 59

Customer Experience Feedback Airlines Analytics 59

ProProfs Blog

SEPTEMBER 20, 2019

Syed thus turned to Twitter and expressed his anger towards the airline. . Instead of responding quickly to the promoted tweet of their customer, the airline giant took eight hours to reply. People are willing to spend $20 more when an airline responds to them within six minutes. The Technology Angle.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

ProProfs Blog

DECEMBER 27, 2018

Survey tool integration is another benefit of help desk software that you come across at the time of ProProfs Help Desk review. The customer service tool is integrated with survey maker to capture real-time customer feedback. Imagine you are an airline company and your customers are rapidly moving away to your competitors.

SaaS 109

SaaS Airlines Customer retention Finance 109

Customer Experience Matters

APRIL 23, 2018

We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. As a follow-up, we published blog posts that examine the results for each of the 20 industries. Here’s a link to FAQ’s about the Ratings.

Transportation 53

Transportation Airlines Banking Surveys 53

Beyond Philosophy

AUGUST 8, 2016

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. However, a survey question that I received after my stay summarizes it. However, every moment doesn’t always have to cost a lot.

Entertainment 264

Entertainment Airlines Consulting Consulting 264

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

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. Airlines, technology, retail (on and offline), and even hospitals have been merging over the past twenty years. If this week’s news is any indication, telecom customers in the U.S.

Wireless 284

Wireless Consulting Consulting Airlines 284

GetFeedback

APRIL 8, 2019

See below an example of an NPS survey created with GetFeedback. . Asking customers to participate in an NPS survey and computing the statistics is just part of the equation. For example, a report shows the average NPS score for airlines is 44, while the average NPS score for health insurance companies is 13.

Benchmark 98

Benchmark Feedback Surveys Metrics 98

Nicereply

AUGUST 24, 2021

Messaging in customer service is on the rise, and surveys for support teams continue to gather data that indicates this trend is picking up steam. Although it is still in a limited public preview, WhatsApp Business API has attracted companies such as Uber, Booking.com, and Singapore Airlines. Suitable For. WhatsApp Business App.

Customer Service 59

Customer Service APIs Airlines Chatbots 59

delighted

DECEMBER 17, 2019

In this blog we tackle: Why you should do a root cause analysis. Let’s take a look at root cause analysis in action with a real-world example: When a popular airline saw a gap between on-time departures and what customers thought about the punctuality of their departures, they knew something didn’t quite add up.

Customer Experience 40

Customer Experience Airlines Feedback Surveys 40

Toister Performance Solutions

MAY 7, 2020

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. The customer wants to use airline miles to travel on a Monday, but the flight is sold out.

Customer Service 111

Customer Service Self service Wireless Customer effort 111

VocalCom

OCTOBER 22, 2018

Airlines might send information about upcoming flights and offer early check-in. While you do not want to hassle them regularly with phone calls, it’s perfectly fine to send surveys after a service interaction on the channel of contact. Make sure to keep the surveys short, and follow up quickly when details are still fresh.

Contact center software 48

Contact center software Airlines Interactive Voice Response Surveys 48

Anexa BPO

NOVEMBER 7, 2021

While some surveys show that today’s travelers are satisfied with their travel experience (some, surprisingly, more so than before COVID-19) a deeper dive reveals that negative feedback is increasing. One thing is certain, however: customer experience is emerging as the challenge of the recovery. Mixed signals abound.

outsourcing 52

outsourcing Business Process Outsourcing Airlines Customer centricity 52

ijgolding

JANUARY 14, 2019

My first blog post of 2019 is not going to be a long, drawn out diatribe about the challenges of long-term relationships! Which airline(s) were the guilty party? I have tried to feedback my dissatisfaction to KLM to no avail – in fact, the first time I did so on Twitter, they responded by sending me a Net Promoter Survey!!

Customer Experience 98

Customer Experience Airlines Customer centricity Healthcare 98

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. In this blog post, we’ll answer all these questions and more. To illustrate, let’s take the example of United Airlines’ reputation crisis. Does it spell doom for your business?

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83