article thumbnail

Service Level – Are You Measuring it the Wrong Way?

COPC

Often, in consulting engagements, we are asked questions such as: “Is 80/20 the right service level for me, as I heard that was the industry standard?” As an illustrative example, think of phoning an airline. This is critical to consistent levels of service throughout the months and days.

article thumbnail

Addressing customer experience challenges with root cause analysis

delighted

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. The airline didn’t stop there. Q: Why are our delay communications so bad?

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Your App Marketplace & the Importance of Product Partnerships

aircall

For example, Uber has partnered with airlines to simplify the door-to-door travel process, opening up new markets for both brands and serving both of their customers better. With the Uber/airline partnership example, it’s much easier for a customer to call an Uber rather than arrange for a car rental or other type of transportation.

voip 62
article thumbnail

Customer Perception: The Complete Guide

Fonolo

Communicate better internally This is an often-overlooked key issue for bigger, complex businesses such as airlines. What industry do you work in?” They’ve become an industry standard, which helps because customers know how to answer them quickly. These are a major cause of frustration for customers.

Surveys 104
article thumbnail

Building a Service Culture: Interview with Keynote Speaker Agency Speaking.com

Up Your Service

For instance, Singapore Airlines has this slogan: “Service even other airlines talk about.” Expected – This is average, industry standard. KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” The important thing is: is it engaging? You’re late.

article thumbnail

Building a Service Culture: Interview with Ron Kaufman

Up Your Service

For instance, Singapore Airlines has this slogan: “Service even other airlines talk about.” Expected – This is average, industry standard. RON KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” The important thing is: is it engaging? You’re late.

article thumbnail

8x8 Launches Speech Analytics and Integration Framework

8x8

Herb Kelleher, the iconic leader of Southwest Airlines made an insightful statement about strategic plans: “We have a strategic plan. It’s called doing things.”. We couldn’t agree more with this sentiment. Provides voice-of-the customer insights for 100% of calls. Workforce management. Improve staffing efficiency.