ShepHyken

NOVEMBER 26, 2018

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. No, I Don’t Want to Take Your Survey By Gerry McGovern . Am I your employee?

Customer Service 208

Customer Service Airlines Employee engagement Morale 208

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

ProProfs Blog

JANUARY 17, 2020

Not only did they report this news of United Airlines, but they also reported that the passenger faced severe injuries. . Well, the answer is, he did not give up his seat to a United employee. With a good customer service recovery process in place, your company can: Increase the number of loyal customers substantially.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

Customer Relationship Metrics

JULY 26, 2017

You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. And as many studies have confirmed, engagement is directly correlated with higher levels of individual and organizational performance. This results in higher profits, lower costs, higher customer retention and referrals.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Magazine

JUNE 21, 2018

A major airline responded to customer complaints by notifying customers of their “Customer First” initiative for employees. The airline went bankrupt and eventually was merged with a larger competitor. Research shows that high employee engagement leads to better customer engagement.

Customer Experience 40

Customer Experience Airlines Big data Technology 40