ShepHyken

DECEMBER 4, 2020

This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. That means two-thirds of the organizations we surveyed have not prioritized customer experience in their budgets and overall strategy. If this airline has primarily leisure travelers (i.e. Wrong Customer Experience.

Customer Experience 348

Customer Experience Airlines Customer centricity Surveys 348

Beyond Philosophy

AUGUST 9, 2019

Let me give you an example. Every time I fly back and forth to England, they send me a survey. However, I never fill out the survey unless I had either a very good or very poor flight. This survey is an example of why VOC data measurement is flawed. This survey is an example of why VOC data measurement is flawed.

Airlines 263

Airlines Surveys Consulting Consulting 263

Interaction Metrics

FEBRUARY 24, 2020

Have you ever wondered if those surveys companies relentlessly send are biased or missing the point? Most surveys are so flawed they’re broken. Bad Customer Surveys are Everywhere. Last year, I wrote about how Whole Foods asks customers to take their survey in a disorganized way. You Can Have a Good Survey.

Surveys 62

Surveys Airlines Metrics Feedback 62

Interaction Metrics

FEBRUARY 24, 2020

Have you ever wondered if those surveys companies relentlessly send are biased or missing the point? Most surveys are so flawed they’re broken. In this 5-part series, I’ll share how my company checks and fixes surveys because if flawed surveys are everywhere, possibly yours could improve too! You Can Have a Good Survey.

Surveys 62

Surveys Airlines Metrics Feedback 62

Beyond Philosophy

DECEMBER 10, 2022

Looking at you, United Airlines.) 09:47 Colin shares an example of what not to do with your experience that encourage people to share content about you with the infamous (and hilarious), United Breaks Guitars video. Complete this short survey. That’s a nightmare. Click here to join the other 70,000 subscribers.

Airlines 171

Airlines Consulting Consulting Surveys 171

Beyond Philosophy

AUGUST 14, 2017

Detroit’s airport is an example of a trend toward making terminals more pleasant and easier for passengers to navigate. In one survey, 56 percent of respondents said they’d like to see a more authentic, location-based experience in airports. Cheap Airlines: Low Prices! Why would an airport care about this? PR Nightmare!

Airlines 0

Airlines Consulting Consulting Customer Experience 0

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. For example, Bain and Company, where Reichheld worked when inventing the concept, was the first to adopt it. Bad profits are also when an airline charges you $200 to change a ticket for a flight six months out.

Airlines 274

Airlines Metrics Accountability SaaS 274

Beyond Philosophy

JUNE 27, 2019

For example, you may have felt frustrated by a complicated process for creating an account, or irritated because you couldn’t find basic information such as size charts or a returns policy. For example, we worked with a hospital system that had learned its patients wanted more time with their doctors.

Airlines 346

Airlines Customer emotions Accountability Consulting 346

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

ShepHyken

MAY 8, 2017

(CIO) From the recent Adobe digital marketing conference, here are 10 examples of brands (and in one case, an Australian entrepreneur) that are killing it with their content marketing and/or customer experiences. Great examples that we can all learn from. A Quality Perspective From a Recent Flying Experience by Jeremy Watkin.

Customer Service 204

Customer Service Airlines B2B Marketing 204

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

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. All of these companies have something in common: their employees are happy and engaged with their brand promise and they provide a good Customer Experience.

Airlines 311

Airlines Surveys Customer Experience 311

Maru Group

JUNE 5, 2023

Airlines can differentiate their offer through their airport lounges. We utilized the Maru experience and insights platform to instantly access recent air travelers who have used the airport or airline lounges during their journey. Capturing response time from surveys unlocks new insights and more data points. Learn more

Airlines 52

Airlines Surveys Feedback Marketing 52

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. Complete this short survey. We did these things because we hadn’t moved to digital check-in, automatic bill payment, and streaming.

Airlines 150

Airlines Self service Consulting Consulting 150

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

Global Response

JANUARY 9, 2023

For example, customer focus can include things like: doing customer research and surveys. 4 Examples of Customer Focus Done Right. For example, in the post-holidays, this customer reached out to Bombas to initiate a return. Southwest Airlines. using customer feedback to inform future product or service decisions.

Airlines 62

Airlines Customer centricity Feedback Metrics 62

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. For me, real life examples are the best place for inspiration. But how valuable is it really? I hope you’ll learn from them.

Customer Service 225

Customer Service Wireless Chatbots Airlines 225

Global Response

OCTOBER 2, 2023

For example: 60% of US consumers said they’d stop doing business with a company they saw as untrustworthy. 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.

Call Center 62

Call Center Management Airlines outsourcing 62

Fonolo

JULY 8, 2021

Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences. To calculate NPS scores, you must present your customers with a survey question: “How likely are you to recommend our product or service to a friend or colleague?” Airlines – 29.

Benchmark 142

Benchmark Contact Center Metrics Airlines 142

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. In the example video above, his delivery is not about the “what’”, which in this case is communicating a routine safety demo.

Entertainment 264

Entertainment Airlines Consulting Consulting 264

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

MARCH 23, 2018

63% of US CEOs are hiring , but they say it is more difficult to find the qualified workers they need (PwC 21st Annual Global CEO Survey). Leaders cannot “set it and forget it” and pass this off to Communications or HR departments; leaders must set the example. Situation : A top goal for 2018 is hiring key talent.

Airlines 204

Airlines Morale Benchmark Marketing 204

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

Quiq

JANUARY 18, 2023

Let’s say, for example, you own an airline with a great reward program. In our above example, the reward bot was able to recognize platinum rewards members so they could get the perks that came with their membership. The simplest example is when a bot greets customers and asks, “What can I help you with today?”

Chatbots 64

Chatbots Customer Service Airlines Surveys 64

CSM Magazine

DECEMBER 13, 2023

For example, many airlines now offer self-service check-in kiosks at airports, reducing long queues and wait times for customers. The use of customer feedback, surveys, and social listening is now essential for businesses to understand and improve upon the overall experience they provide.

Customer Service 52

Customer Service Self service Airlines Chatbots 52

TechSee

OCTOBER 15, 2019

A recent survey revealed that 76% of customers who churned after experiencing poor service admitted sharing their disappointment with others. A recent survey revealed that 76% of customers who churned after experiencing poor service admitted sharing their disappointment with others.

Customer retention 107

Customer retention Airlines Personalization Surveys 107

Satrix Solutions

SEPTEMBER 18, 2018

What’s more, insights the survey uncovers can be used to develop strategies to improve employee loyalty. Like the traditional the Net Promoter Score system , the eNPS survey measures a person’s likelihood to recommend your company as a place to work and offers insight into the factors impacting the employee experience.

Airlines 74

Airlines Construction Surveys Benchmark 74

Interaction Metrics

OCTOBER 16, 2023

This is a retail example, but if you are in B2B, switch out a $100 sweater for a key product on which your company stakes its claim to fame.) Even worse, after the second interaction, the customer receives a survey and uses the open-ended text question to explain the problem. These surveys are a waste of time for everyone involved.

Customer Experience 62

Customer Experience Surveys B2B Advertising 62

Toister Performance Solutions

MAY 5, 2022

A survey conducted by Toister Performance Solutions in April 2022 aimed to find out. 1 Listen to your customers In an era of endless surveys, customer listening is severely lacking. . #1 1 Listen to your customers In an era of endless surveys, customer listening is severely lacking. What's causing the decline?

Customer Experience 62

Customer Experience Transportation Airlines Surveys 62

Horizon CX

OCTOBER 2, 2023

An airline Gate Agent is asked by a passenger to check-in for a same-day, earlier flight. In the concrete block example, the Supervisor had shortly before attended the weekly store manager meeting, and the small number of credit applications was high on the agenda, and therefore top of mind. SUPERVISOR: Scott, we need more surveys.

Surveys 52

Surveys Airlines Government Management 52

Nicereply

OCTOBER 24, 2023

The following example vividly demonstrates how a focus on customer experience can catalyze the rapid expansion of a business: Holger Sindbaek, who runs the gaming platform, World of Card Games , explains, “In the crowded world of online gaming, standing out is a challenge. In essence, investing in CX can lead to enhanced profitability.

Customer Experience 59

Customer Experience Feedback Airlines Analytics 59

ProProfs Blog

SEPTEMBER 20, 2019

Let’s take an example to understand this better. . 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. Here’s a real-life example of a popular company known for employee engagement.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

Quiq

FEBRUARY 3, 2023

Whether a hotel, airline, car rental company or experience provider, you can provide superior service to your customers without overworking your support team. Airlines and car rental companies also dropped 1.3% For example, if a customer is stuck on the booking page, maybe they have a question about the cancellation policy.

Customer Service 80

Customer Service Chatbots Airlines Feedback 80

Fonolo

JULY 5, 2023

Communicate better internally This is an often-overlooked key issue for bigger, complex businesses such as airlines. We have much more detailed information about surveying later in this blog. Binary Questions These are the simplest questions in your survey. These are a major cause of frustration for customers.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Toister Performance Solutions

AUGUST 26, 2021

I stumbled on this on by accident while analyzing survey results for a client. When a customer mentioned an employee by name in the survey comments, the survey was 60 percent more likely to be positive. Look at the difference when a survey mentions an employee by name in the comments, versus surveys that do not.

Customer Service 84

Customer Service Technical Support Customer emotions Airlines 84

Joe Rawlinson

OCTOBER 26, 2020

Famous examples of serial entrepreneurs are clear examples of how successful serial strategies can be; Elon Musk, Richard Branson, and Evan Williams all created numerous businesses that did well. This is something you’d only find out if you went out and surveyed, ensuring that your business venture has real legs.

Airlines 109

Airlines Banking Marketing Surveys 109