Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. With actionable feedback, organizations can make informed decisions. And the easiest way to get customer feedback is by using customer satisfaction surveys.

Surveys 52

Surveys Feedback Customer effort Customer Support 52

Interaction Metrics

OCTOBER 16, 2023

And you’ve been tapped to lead a customer experience team. Do you need a lengthy class or book on customer experience principles? Short is sweet, and this brief article gives you a primer on the critical customer experience principles you need for high-impact, laser-focused success.

Customer Experience 62

Customer Experience Surveys B2B Advertising 62

Hello Customer

JUNE 5, 2023

Good news, bad news We recently had the honour of welcoming Nienke Bloem to our Hello Customer customer day. Bloem is a world-renowned customer experience expert and speaker. She immediately set the tone of her keynote with the main message for the audience: "Great customer experiences don't happen by accident.”

Customer Experience 52

Customer Experience Airlines Customer centricity Journey mapping 52

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

GetFeedback

JUNE 10, 2019

We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle. Listening to your customers pays off–you’ll learn about their pain points which will help you to improve your product, making it more useful to current and potential users. Timing matters.

Feedback 79

Feedback Surveys Airlines Benchmark 79

Customer Experience Matters

JANUARY 21, 2020

These reports are based on a survey of 10,000 U.S. Enjoy these free reports: Industry CX Snapshots This series of reports dig into CX data for a number of industries: Airline, Auto, Banking, Health Insurance, Hotel, Insurance, Read More. consumers and examine almost 300 companies over 20 industries.

Feedback 67

Feedback Airlines Banking Surveys 67

ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. This also reminds us that customer service doesn’t just happen on the front line. The prolonged attention given to customers is recognizable, and will likely stick in their minds.

Airlines 213

Airlines Customer Service Surveys Feedback 213

AskNicely

NOVEMBER 29, 2016

On my favorite airline, and I’m a patriotic points collector. The airline did a poor job of sorting it out and I was disappointed because there were things that could have been handled better (mainly that my bag had got wet, left on a frozen runway somewhere for two days in the rain and then returned to me as a block of ice.

Surveys 74

Surveys Airlines CRM Feedback 74

AskNicely

NOVEMBER 29, 2016

On my favorite airline, and I’m a patriotic points collector. The airline did a poor job of sorting it out and I was disappointed because there were things that could have been handled better (mainly that my bag had got wet, left on a frozen runway somewhere for two days in the rain and then returned to me as a block of ice.

Surveys 60

Surveys Airlines CRM Feedback 60

BetterXperience

DECEMBER 24, 2015

After spending most of my day in an airport because my fiends at Delta airlines thought I needed a 3-hour delay so I could enjoy some airport sushi. It did not surprise me that the next day I got a survey, they wanted my feedback! It started by acknowledging my delay, then the rest of the survey was in the vain of ‘Mrs.

Feedback 59

Feedback Airlines Surveys Customer Experience 59

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. In addition, the customer must feel his answers will make a difference.

Surveys 48

Surveys Contact center software Airlines Feedback 48

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. Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market.

Airlines 273

Airlines Metrics Accountability SaaS 273

Global Response

JANUARY 9, 2023

Amidst the daily focuses of product, sales, marketing and business strategy, the customer’s needs and experiences can get lost. As a result, brands that want to grow their organization and customer base should consider taking on a customer-focused strategy. creating personalized customer experiences.

Airlines 62

Airlines Customer centricity Feedback Metrics 62

ShepHyken

JANUARY 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. What drives a positive experience is applicable to any industry. So let me guide you through my latest customer experiences.

Customer Service 225

Customer Service Wireless Chatbots Airlines 225

Global Response

OCTOBER 2, 2023

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. Companies who have great customer service—think Zappos, Chewy, Southwest Airlines, and so on—tend to get great press online.

Call Center 62

Call Center Management Airlines outsourcing 62

Babelforce

MARCH 26, 2020

We all know the term CSat (customer satisfaction) , right? However, NPS and CES are also great ways to measure customer feedback. NPS stands for Net Promoter® Score, which refers to the fact that it measures how many of your customers are categorized as promoters. Imagine you surveyed 100 customers.

Feedback 52

Feedback Customer effort Surveys B2C 52

delighted

DECEMBER 17, 2019

Thus, the resulting solutions are often short-sighted and ineffective, with similar or new symptoms reappearing as customer needs change and businesses grow. In an increasingly customer-centric world, avoiding band-aid solutions to customer experience problems starts by having a framework in place to evaluate the totality of an issue.

Customer Experience 40

Customer Experience Airlines Feedback Surveys 40

Maru Group

JUNE 5, 2023

Airlines can differentiate their offer through their airport lounges. It is a crucial touchpoint on the journey providing an opportunity to drive loyalty through the brand experience. We compiled five themes from stated attitudes on what is required for the ideal airport lounge experience. Learn more

Airlines 52

Airlines Surveys Feedback Marketing 52

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.

Best practices 54

Best practices Surveys Airlines Banking 54

ShepHyken

MARCH 23, 2018

The key: That passion and purpose must be communicated and conveyed effectively from senior leadership throughout management and all employees, so that they are more compelled to consistently deliver a superior product, service, and customer experience. Situation : Your latest employee survey reveals a decline of trust in leadership.

Airlines 204

Airlines Morale Benchmark Marketing 204

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

inmoment

MARCH 12, 2020

We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations! Rather, these messages are about what these organizations are doing to prevent the spread of the coronavirus (and how they can attempt to put their customers at ease during this pandemic).

Customer Experience 93

Customer Experience Airlines Analytics Call Center 93

ijgolding

JANUARY 14, 2019

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. I am (or have been) a fan of KLM for many years.

Customer Experience 98

Customer Experience Airlines Customer centricity Healthcare 98

PeopleMetrics

JUNE 4, 2019

B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. Enter something called customer lifetime value, or CLV for short. Prioritizing Action.

B2C 122

B2C B2B Real estate Airlines 122

CSM Magazine

DECEMBER 13, 2023

These options, such as FAQs, chatbots, and knowledge bases, not only save time for the customers but also reduce the workload of customer service agents. For example, many airlines now offer self-service check-in kiosks at airports, reducing long queues and wait times for customers.

Customer Service 52

Customer Service Self service Airlines Chatbots 52

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey.

Airlines 123

Airlines Benchmark Surveys B2C 123

Fonolo

JULY 5, 2023

The perception of quality will vary from customer to customer. The key is determining which factors your target customer base perceives as the most important. Remember that the customer experience doesn't end when you make the sale. Marketing allows you to influence how non-customers perceive your company too.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

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

ijgolding

MARCH 31, 2017

Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines. In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. The call ended, and there was, disappointingly, no survey. The truth also is the rep did a fantastic job.

Customer Experience 65

Customer Experience Airlines Wait times Call Center 65

Bill Quiseng

JUNE 19, 2017

You cannot even begin to satisfy customers until you remove all the potential dissatisfiers within the customer experience. The American Customer Satisfaction Index found that the response rates for electronic surveys were averaging between 5% and 15%. Filed under: Customer Service , employee engagement.

Customer Service 139

Customer Service Management Employee engagement Airlines 139

GetFeedback

APRIL 8, 2019

The question of what is a good NPS score is popular among brands who value customer experience. A Net Promoter Score, or NPS, has become a necessary customer experience metric. In fact, an estimated 65% of companies track NPS scores , making it the most coveted customer experience metric measured by companies.

Benchmark 98

Benchmark Feedback Surveys Metrics 98

Quiq

JANUARY 18, 2023

Bots can help increase your agent productivity while delivering an even better customer experience. We’re diving into seven times business messaging bots made a customer conversation faster and better. Collect customer information upfront. Let’s say, for example, you own an airline with a great reward program.

Chatbots 64

Chatbots Customer Service Airlines Surveys 64

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

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. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS).

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Outsource Consultants

JANUARY 3, 2024

In 2024, choosing BPO partners with proven records in agent satisfaction will be crucial for enhancing customer experience and agent proficiency, as satisfied agents tend to stay longer and provide better service. These advanced systems offer dynamic, human-like interactions, transforming customer experiences across industries.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

ProProfs Blog

SEPTEMBER 20, 2019

Following a trip made from Chicago to Paris, Hasan Syed, one of the customers, was frustrated at British Airways’ inability to tackle the issue of lost luggage. Syed thus turned to Twitter and expressed his anger towards the airline. . After all, when a customer loses the luggage, they expect the issue to be resolved at the earliest.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

TechSee

OCTOBER 15, 2019

Dissatisfied customers are those who feel a business did not provide a product or service as expected. Beyond the loss of their business, these customers present a threat as they could negatively influence others, especially in the era of social media. Vulnerable customers.

Customer retention 107

Customer retention Airlines Personalization Surveys 107