Beyond Philosophy

AUGUST 9, 2019

Measuring your progress for your Customer Experience strategy is an essential aspect to your program’s success. Not only will it show if your program is working to provide an excellent experience for your customers, but it also shows what customers really value, which can be an elusive thing to discover.

Airlines 262

Airlines Surveys Consulting Consulting 262

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. No, I Don’t Want to Take Your Survey By Gerry McGovern . CMSWire) Take your survey? Do customers really want to take your survey? Customer Retention Made Easy by Samir Palnitkar.

Customer Service 206

Customer Service Airlines Employee engagement Morale 206

Beyond Philosophy

NOVEMBER 19, 2022

If organizations hadn’t moved us to these efficient and easy ways to simplify these tasks, we might still be making small talk with the airline employee or licking envelopes. You might be surprised to know that giving customers exactly what they want isn’t always the best way to handle your customer strategy.

Airlines 150

Airlines Self service Consulting Consulting 150

Beyond Philosophy

JUNE 27, 2019

We discussed this in detail when I hosted the first in a series of webinars for Freshworks, How Consumer Emotions Impact Customer Loyalty. To Improve the Digital Experience, You Can’t Ignore Emotions. Most organizations pay little attention to emotions, focusing instead on the rational elements of a customer experience.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Bad profits are also when an airline charges you $200 to change a ticket for a flight six months out.

Airlines 273

Airlines Metrics Accountability SaaS 273

Beyond Philosophy

AUGUST 8, 2016

If they show up at your registration desk/exit row/car counter/hostess stand, how are you going to be deliberate about creating a great moment in their Customer Experience? With all this demand (and who can argue that customers can be demanding?), it is easy to forget the importance of creating an excellent Customer Experience.

Entertainment 264

Entertainment Airlines Consulting Consulting 264

Beyond Philosophy

MAY 3, 2018

How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. 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.

Wireless 284

Wireless Consulting Consulting Airlines 284

Toister Performance Solutions

APRIL 19, 2018

Think of airline baggage fees, hotel resort fees, and cable equipment rental fees. Okay, but what if you learned an activity that more than 25 percent of your customers disliked delivered absolutely no value to your business? The customer service survey falls into that category for many companies. It gets worse.

Surveys 48

Surveys Airlines Advertising Customer retention 48

Outsource Consultants

JANUARY 3, 2024

At Outsource Consultants, we’re committed to providing informed insights, leveraging our experience with over 500 global BPO partners across various industries. Both our client and BPO success teams focused consultations on how to improve work environments for agents, and, ultimately, the customers they served.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

ClearAction

DECEMBER 31, 2017

What is Customer Experience Value Creation? Customer experience value is seldom quantified from the customer’s viewpoint. We explore it through customer journey mapping, customer advisory boards, surveys, user experience testing, and so forth. Customers hold the purse strings.

Customer Experience 73

Customer Experience Journey mapping Airlines Construction 73

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Author: Pauline Ashenden While all industries need to ensure they are delivering an excellent customer experience, some seem to be intrinsically better at it than others. What makes customer experience difficult?

Customer Experience 75

Customer Experience Transportation Multichannel Wireless 75

Outsource Consultants

SEPTEMBER 14, 2021

This includes excessive hold times, overwhelmed agents, poor customer satisfaction, and ultimately brand harm. Delta Airlines is hiring 5,000 professionals to help support their customers, but still expects lengthy hold times (some as long as 9 hours) to persist into the fall. Tip the Scales with Technology.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

360Connext

JANUARY 8, 2018

Customer experience repair and improvement can be completely overwhelming! Those surveys don’t develop and send themselves. Then you simply must understand the journey by undertaking a robust customer journey mapping process. Customer experience repair is always the first step! What Should You Fix NOW?

Journey mapping 139

Journey mapping Airlines Banking Education 139

PeopleMetrics

JUNE 4, 2019

For example, in the airline industry, customers with the highest CLV are frequent fliers. These customers have spent the most in the past and are most likely to spend more in the future, so keeping them on good terms is key. There is little doubt that losing frequent flyers hurts more than losing an average customer.

B2C 122

B2C B2B Real estate Airlines 122

Global Response

OCTOBER 2, 2023

A massive 97% of consumers consult online reviews before purchasing. Providing Exceptional Customer Service One of the best ways to effectively manage your online reputation is to provide customers with exceptional customer service in the first place.

Call Center 62

Call Center Management Airlines outsourcing 62

Connecting the Dots

DECEMBER 19, 2019

How to Save the Customer from Him or Herself. Several recent studies including CCMC’s survey of Voice of the Customer programs suggest that faulty customer expectations and errors are the basis of 30% of all customer dissatisfaction and service workload. Avoiding Customer Rage. What to do?

Education 62

Education Airlines Consulting Consulting 62

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. Executives tend to think of customer experiences as something happening at the periphery of the company.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

Connecting the Dots

DECEMBER 19, 2019

How to Save the Customer from Him or Herself. Several recent studies including CCMC’s survey of Voice of the Customer programs suggest that faulty customer expectations and errors are the basis of 30% of all customer dissatisfaction and service workload. Avoiding Customer Rage. What to do?

Education 62

Education Airlines Consulting Consulting 62

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. What is the employee experience? If employees aren't happy, engaged, and equipped with the right tools and resources to do their jobs, then the customer suffers.

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Customer touchpoints vs. journeys.

Journey mapping 88

Journey mapping Airlines Feedback Customer Experience 88

CSM Magazine

JUNE 21, 2018

Fatal flaws in customer experience (CX) foretell the demise of many companies. These and other widely available studies demonstrate the power of a superb customer experience: According to Harvard Business Review’s Employ­ee-Customer-Profit Chain, a 1.3% Frontline Fanatics. The problem was really the management.)

Customer Experience 40

Customer Experience Airlines Big data Technology 40

Clarabridge

APRIL 4, 2017

According to the Temkin Group website, “Temkin Group CX Vendor Excellence Awards recognize any type of vendor (software company, research firm, consultant, etc.) that helps its clients deliver great customer experience.” The Clarabridge CX Suite helps companies understand and manage the customer experience.

Airlines 66

Airlines Feedback Consulting Consulting 66

Connecting the Dots

JUNE 30, 2021

CCMC recently completed an independent, scientific, large-scale longitudinal study measuring the market impact of employing fifteen unique strategies to delight customers. It takes time to learn more about the customer and empathize and connect with them. Find a survey guide here. Read more about the study here.

Airlines 62

Airlines Scripts Surveys Consulting 62

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Netomi

DECEMBER 23, 2021

When it comes to improving the automation processes of customer service, chatbot evaluation metrics are also critical to track. They’re critical to track not only for the sake of measuring progress, but also for knowing how it’s impacting your customer experience. Curious to dive into the world of chatbots?

Chatbots 52

Chatbots Metrics Airlines Consulting 52

Outsource Consultants

JUNE 26, 2018

Pearce says that, while advertising will remain to get customers in the door initially, it’s the customer journey that will keep them coming back. The article gives an idea of how this customer journey will look. This can be beneficially for companies, but it can also be very helpful for political campaigns and voter polling.

Contact Center 52

Contact Center Marketing outsourcing Advertising 52

ijgolding

DECEMBER 4, 2017

Let’s bring some useful and indeed essential definitions into focus: Customer needs can be defined as the benefits the customer absolutely must be getting from the organisation if that organisation is going to be successfully in business at all. I call this the Net Customer Need Score, or NetCNS for short.

Metrics 102

Metrics Airlines Benchmark Feedback 102

360Connext

JUNE 1, 2017

In many ways, customer experience is still a new phenomenon. Your customers have experiences with you, and judge their relationship with your brand based on how they feel about those experiences, whether you want them to or not. “Customer Effort” should be a serious metric to consider.

Airlines 84

Airlines Feedback Customer effort Metrics 84

Fonolo

JUNE 20, 2019

Quite the opposite often happens: Customers are placed in an on-hold purgatory, sometimes for hours — which causes a surge in impatience. Putting customers with complex cases on hold for eternity is a weak customer experience move. Among 10 North American airlines in the survey, Air Canada was last, at 10.3

Call Center 57

Call Center Airlines Wait times Self service 57

Horizon CX

JANUARY 6, 2020

I consider myself a very moderate person in my approach to life and business and especially within my current role as a customer experience consultant. In the article, Herve Laroche goes on to cite Southwest Airlines as a prime example of this as follows. Southwest Airlines Co.,

Airlines 40

Airlines Surveys Education Management 40

CX Journey

NOVEMBER 6, 2014

Gear required for this trip is moderate and can fit in one large per person duffel to be checked with the airline. What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. Does your team have an evangelist?

Consulting 68

Consulting Consulting Chief Customer Officer Journey mapping 68

C Space

SEPTEMBER 30, 2020

That option, which supports up to eight people watching concurrently, was the first in-app co-viewing experience that rolled out on streamers. The survey of almost 3,500 executives in 22 countries found cash flow, along with cost and liquidity management, among the highest priorities through 2022.

Real estate 40

Real estate Airlines Accountability Sales 40

CX Journey

APRIL 19, 2016

I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience. Sadly, many companies still aren't focusing on the employee experience. That's insane.

Employee engagement 56

Employee engagement Airlines Morale Metrics 56

Beyond Philosophy

AUGUST 6, 2022

I am grumpy about customer experience these days. This realization came with a bunch of different things in my life as a customer went wrong, from gate delays on the tarmac for transcontinental flights on both sides of the pond to a house in shambles because of materials delays and poor project management. Thanks very much.

Airlines 243

Airlines Consulting Consulting Customer Experience 243

Fonolo

MARCH 17, 2020

While in his final year of university as a marketing student, he had enrolled in a pilot training program with Flying Tiger Airlines, which unfortunately went out of business. Hyundai is deeply invested in improving the product, process, and customer experience. Customer service can be a tough gig.

Automotive 67

Automotive Abandon rate Feedback Technology 67

ProProfs Blog

OCTOBER 31, 2018

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today. How To Do It Right.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. That was my introduction into the customer experience industry.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65