Beyond Philosophy

DECEMBER 8, 2023

10:19 Colin shares how he discovered that he wasn’t really as loyal to Delta Airlines as he thought he was. Complete this short survey. Here are some other key moments in the discussion: 02:03 We discover how Colin decided to cover this topic from his recent client meeting. How can we help? Please tell us how we are doing!

Airlines 221

Airlines Consulting Consulting Education 221

ShepHyken

DECEMBER 21, 2020

Now you have the research from more than 7,000 people surveyed to back that up. Airline Customer Service Improved In 2020. Forbes) Airline customer service improved in 2020, rising to its highest level since 1994. My Comment: Did satisfaction ratings in the airline industry really go up? Here’s Why.

Airlines 385

Airlines Customer Service Advertising Customer Experience 385

Beyond Philosophy

JUNE 15, 2018

Airlines Run Mental Accounting Too Often in the Red. The airlines’ industry as a whole is another excellent example of how not to structure your pricing. Airlines’ pricing often irritates and disappoints customers. These surcharges feel annoying, a far cry from the happy and pleased emotions airlines should be seeking.

Airlines 360

Airlines Accountability Consulting Consulting 360

Customer Experience Matters

APRIL 2, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. Congratulations to Southwest Airlines for earning the highest customer experience score in the airline industry. See our FAQs about the Temkin Experience Ratings.

Airlines 40

Airlines Surveys Customer Experience 40

CCNG

JUNE 14, 2023

I quickly called the airline to see what could be done to rectify the situation. Still after 10 years, I remember that conversation with that agent, and go out of my way to use that airline. In my example, the airline empowered their agent to make a change. Worst yet, my husband was getting in 2 hours prior to my flight.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CSM Magazine

OCTOBER 5, 2018

The survey asked British airline passengers what they currently think of the digital flight experience and how much more personalised they would like real-time digital services to become. Some of the key findings are: Airlines’ digital service apps are popular. The survey was carried out online. luggage is.

Airlines 40

Airlines Customer Service Surveys Personalization 40

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. Thanks to a few meaningful acts of kindness by Southwest Airlines, her flight to her bachelorette party became a memory worth treasuring. 4) Customer surveys have power.

Airlines 213

Airlines Customer Service Surveys Feedback 213

Stratifyd

MAY 14, 2019

The American Customer Satisfaction Index (ACSI) released its annual travel report and found that customer satisfaction in the airline industry has increased by 1.4%. So, are airlines actually motivated by commitment to customers, or are they just focusing on the pricing competition to get more business? If so, you’re one of few.

Airlines 40

Airlines Entertainment Surveys Upselling 40

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

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. And the easiest way to get customer feedback is by using customer satisfaction surveys. And the easiest way to get customer feedback is by using customer satisfaction surveys. Table of Contents What is a customer satisfaction survey?

Surveys 52

Surveys Feedback Customer effort Customer Support 52

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

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.

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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, 2018

When I checked my email the next morning, there was a survey from the hospital. This absurd question made me aware of how many surveys I actually receive. Survey Overload. In those days, customer surveys played an important role in getting feedback from people who had done business with you. They have gotten annoying.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

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

CSM Magazine

APRIL 26, 2018

After a year of customer service crises and rising ticket prices, customer satisfaction with airlines drops 2.7 Airline customer satisfaction declines. All but four of the largest airlines saw passenger satisfaction decline in the past year. Alaska Airlines rises 1 percent to tie for second place. percent to 78.

Airlines 40

Airlines Surveys Customer Service Customer Experience 40

ShepHyken

NOVEMBER 26, 2018

No, I Don’t Want to Take Your Survey By Gerry McGovern . CMSWire) Take your survey? Do customers really want to take your survey? Marketoonist) Singapore Airlines has long been a pioneer in customer experience, not just in airlines, but the hospitality industry in general. Help you improve your website?

Customer Service 202

Customer Service Airlines Employee engagement Morale 202

ShepHyken

NOVEMBER 23, 2020

Southwest Airlines knows this – they excel by putting employees at the center of their business. My Comment: As long as we’re learning from Chewy.com in our first article, how about we learn from Southwest Airlines. How Useful Are Likelihood to Recommend Surveys? by Utpal Dholakia Ph.D. by EHL Insights.

Customer Service 209

Customer Service Airlines Surveys Contact Center 209

Beyond Philosophy

AUGUST 14, 2017

In one survey, 56 percent of respondents said they’d like to see a more authentic, location-based experience in airports. But with high passenger volume, airline cost-cutting measures, carry-on baggage restrictions and ever-changing security and airline rules, flying can still be stressful and unpleasant. PR Nightmare!

Airlines 0

Airlines Consulting Consulting Customer Experience 0

Beyond Philosophy

AUGUST 9, 2019

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. They want to know more about my experience on the flight.

Airlines 262

Airlines Surveys Consulting Consulting 262

ShepHyken

JANUARY 18, 2019

We see numerous instances of contact center operators focusing more on improving the tactical side of operations like reducing average handle time or getting more surveys filled out while ignoring the more strategic goal of improving efficiency and eliminating the redundant. Would you ever use that airline again?

Customer Experience 234

Customer Experience Airlines Average Handle Time Contact Center 234

Beyond Philosophy

DECEMBER 10, 2022

Looking at you, United Airlines.) Complete this short survey. Unless, of course, the viral post is about how you broke a guitar during a customer’s flight and then showed “indifference” to their complaint. That’s a nightmare. Click here to join the other 70,000 subscribers. How can we help?

Airlines 170

Airlines Consulting Consulting Surveys 170

Toister Performance Solutions

JANUARY 29, 2019

I then launched a survey to ask readers for their feedback on three cover options. The survey was up for just a few days and a 135 people responded. After all, more than half of all survey respondents picked that option. Fortunately, I also included a comment field in the survey. Here were the results: Option A (28%).

Surveys 54

Surveys Airlines Accountability Feedback 54

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

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

DECEMBER 10, 2021

He says that any time you link a survey-based score to someone’s career or compensation, bad things happen. Bad profits are also when an airline charges you $200 to change a ticket for a flight six months out. The airline has no cost except the administrative effort, but they’ll charge anyway.

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Airlines Metrics Accountability SaaS 273

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 310

Airlines Surveys Customer Experience 310

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

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

Fonolo

APRIL 17, 2019

It was just last year that Air Canada was flying high after being named Best Airline in North America by Skytrax, an independent U.K. research firm that surveys 20 million global travelers yearly. On paper, our beloved national airline, this flag carrier, is a nerdy octogenarian with an affinity for collecting accolades.

Airlines 78

Airlines Transportation Contact Center Self service 78

ShepHyken

JUNE 4, 2018

HBR) In April 2017, United Airlines encountered public outrage when an Asian passenger was dragged out of his seat and off of an overbooked United Airlines plane. Stats and facts from numerous surveys show the best places to buy from are also the best places to work. Feldberg & Tami Kim.

Customer Service 189

Customer Service Airlines CRM Employee engagement 189

Beyond Philosophy

JUNE 27, 2019

Surveys aren’t a reliable source because customers often won’t tell you what they really think. For example, on a recent Delta Airlines flight, I boarded the plane based on facial recognition instead of a boarding pass. You never see your customers face to face, nor do you have a chance to chat with them.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

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

ShepHyken

MAY 8, 2017

FCR) I recently flew on one of the major airlines and observed many opportunities for improvement (a phrase we like to use in contact centers). My Comment: With all of the negative press that has come out on the airlines since the United incident a month ago, this article shares some positive insights and is a breath of fresh air.

Customer Service 204

Customer Service Airlines B2B Marketing 204

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

Global Response

JANUARY 9, 2023

For example, customer focus can include things like: doing customer research and surveys. Southwest Airlines. If you’ve spent any time traveling—or talking to people who do—you’ll notice that Southwest Airlines has a sizable following, a rarity for airlines. creating personalized customer experiences. and more!

Airlines 62

Airlines Customer centricity Feedback Metrics 62

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). Situation : Your latest employee survey reveals a decline of trust in leadership. Read Shep’s latest Forbes Article: How Southwest Airlines Keeps The Romance Alive With Its Customer.

Airlines 204

Airlines Morale Benchmark Marketing 204