Contact Center Software for Transportation Industry


Customer satisfaction and great customer experience is the essence of success for any organization. When a business has a large volume of calls, sometimes it is difficult to manage the superior customer experience for all customers on call.

How to Make Your Customer Experience Convenient

Beyond Philosophy

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Your Customers Like Their Version of Convenience, Too. Blogs Customer Experience

How to Make Your Customer Experience Convenient

Beyond Philosophy

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Your Customers Like Their Version of Convenience, Too. Blogs Customer Experience

The Accidental Customer Experience


The irony (life is full of so many of them) in me choosing to make use of travelling time to write about my favourite subject, is that the experience of travelling on either a train or an aeroplane is rarely one that I will remember. A rather important customer need.

Next time you visit Dubai, take a public transport


With happiness being a key focus in Dubai, government agencies are looking towards contributing to the goal of raising the quality of life of customers and ensuring public happiness. Using the latest services and solutions paves the way to guaranteed customer retention and loyalty.

Customer Experience: The Differentiation Battleground


Despite transporting us to all corners of the UK; the entire length of France; and from La Coruna to Barcelona and Menorca in Spain; all good things come to an end. From the minute we stepped foot in the showroom, it became clear how we were to be treated as customers.

Instant messaging and customer experience in Asia


Date: Wednesday, August 23, 2017 Instant messaging and customer experience in Asia. Given the usage of instant messaging, brands are increasingly making them part of the customer experience. Transforming customer experience in local authorities.

Maru/edr and Yodel win at UK Customer Experience Awards 2018


Voice of the Customer specialists Maru/edr and UK parcel carrier Yodel were declared UK Customer Experience Awards’ Silver winner in the ‘Best Transport and Logistics’ category last week. Now in its ninth year, the UK Customer Experience Awards, held on October 11th 2018 at Wembley Stadium, has become the biggest customer experience event of its kind in the world. awards Customer experience Retail Transport & Logistics VoC

The Customer Experience Reality Check! The case of Manchester Airport


Three words that you would not typically want to associate with the subject of Customer Experience. Public transport is another example of an ‘industry’ whose products and services are used by many people who have no other viable option. Resignation. Sufferance.

Facial Recognition and the Opportunities for Better Customer Experience


The International Air Transport Association (IATA) says that 64% of passengers would choose to share their biometric data in exchange for a better travel experience. The post Facial Recognition and the Opportunities for Better Customer Experience appeared first on Avaya Connected Blog.

What’s Your Customer’s Panic Question?

Myra Golden Media

In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know? ” And then meeting that need without the customer having to wonder, fret, or even ask.

How the Internet of Things is Transforming Customer Experience


By incorporating the IoT, it is possible to not just improve sales but even enhance customer experience. It can help improve customer experience in the B2B market as well. Let’s take a look at how the IoT can help you improve customer experience. #1.

'Simple Sticker' Idea: Transform Your Customer Experience Today


So naturally, we talk a lot about customer service stories gone bad. These experiences amaze and astound customers, build trust in a brand, and go viral on the internet. My only mode of transportation. 1 for a Great Customer Experience. Customer Experience

Southwest Airlines Ranked Top for Customer Experience

CSM Magazine

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Overall, the airlines industry averaged a 66% rating in the 2018 Temkin Experience Ratings and tied for 12 [th] place out of 20 industries.

What is Customer Success?


When we consider customer success as an element in the evaluation of our own enterprise, what exactly are we talking … Continue reading "What is Customer Success?". The post What is Customer Success? Buyer Experience Sales Performance Customer Experience/CX Customer Relationship Management/CRM Performance Metrics Sales Management Transportation

Customer Experience in the Gulf Region – A Story of Continuous Improvement!


From the first time I arrived in Abu Dhabi in 2012, to the my most recent trip to Dubai last week, it has always been clear that the region has a strong desire to satisfy – and often wow – the customer. Thus, the term ‘customer service’ is not new.

Which sectors offer the worst customer experience?


Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Author: Pauline Ashenden While all industries need to ensure they are delivering an excellent customer experience, some seem to be intrinsically better at it than others.

How to Deliver Superior Customer Experiences

Ann Michaels and Associates

First, let’s define customer experience. In essence, customer experience is the customer’s perception of how well you live up to your brand promise. Check out these tips for building a superior customer experiences. Listen to your Customers.

Belief, Growth and Sustainability – my perspective on the 2014 UK Customer Experience Awards


If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. As I have already alluded – the 2014 UK Customer Experience Awards were the biggest ever.

Mobility and Identify as a Service Can Transform Customer Experience


It also expands the range of customers’ digital interactions while conquering geo-location issues. One of these key innovations is Identity as a Service (IDaaS), which authenticates devices and users in the mobile network itself, with groundbreaking security and seamless user experience.

NPS Scores at TriMet: Tales of Legendary Customer Experience


This is the next in an ongoing series of real stories about how businesses create customer experiences that surprise, delight, and grow their brand through customer advocacy. NPS Scores + Buses + Trains + Streetcars = CX (The Commuter Experience).

How good is the digital customer experience from travel brands?


Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? All of this has fundamentally reshaped the industry and put pressure on delivering a more efficient and superior, personalized experience to customers.

IoT and Transforming the Customer Experience with Jeffrey Jacobs


This is made possible by the thousands of machines turning to the IoT (internet of things) to analyze billions of data points, buyers demanding a subscription model, and companies changing the way they view the customer journey (see video interview below where Caterpillar talks IoT). Your innovation must meet your customer’s needs and not the other way around. Ultimately this will lead customers to renew and upgrade the products they buy from you.

Is Home Delivery the Right Marketing Strategy?

Beyond Philosophy

Same Day Home Delivery is the latest trend in mega online retailers to improve their reach to Customers. As we have said in other posts, changing customer’s behavior can be difficult (Link once published). Logistics or Customer Habits?

Customer Engagement Solutions Continue to Gain Momentum


Fresh off its Engage Global Customer Conference at the Loews Royal Pacific Resort in Orlando, Florida, Verint announced a new industry analyst evaluation, solutions honor and series of customer wins, reinforcing that customer engagement continues to drive competitive advantage and better overall experiences. It’s been a busy summer.

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Seven Key Strategic Questions Critical to CX That You Must Answer

Beyond Philosophy

I was a keynote speaker there for a Customer Experience conference. There is a lot of Customer Experience activity happening there. For years, telecom, finance, and the transportation sectors have been regulated monopolies. 4. What do your customers really want?

Maru/edr shortlisted for UK Customer Experience Awards for fourth year running


We’re extremely proud to announce that Maru/edr have been shortlisted for the UK Customer Experience Awards for the fourth year running thanks to our pioneering Voice of the Customer programme.

Comparing the customer experience in the UK and France


Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. This increases the focus on delivering an excellent customer experience to consumers, wherever they are located, if companies are going to have meaningful, engaged conversations with their audiences.

The Real Reason Men Aren’t Eco-Friendly

Beyond Philosophy

On our Intuitive Customer podcast , Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant. Often, subconscious influences play a much bigger role in customer decisions.

Want to be successful? Solve Your Customers’ Problems


So, the customer’s problem becomes an opportunity for smart people in the food industry. A grocer may sell food, but what the customer may want is the family dinner. Once you understand the “why” behind what you sell, you’ll start to be able to solve your customers’ problems.

Teams Score Big With Fans And Franchises!

Beyond Philosophy

McDonald’s and the Philadelphia Eagles have several programs in play, starting by giving away $5,000 in tokens to the Southeastern Pennsylvania Transportation Authority (SEPTA), for fans to use to see the last exhibition game. I always say, “happy employees make happy customers.”.

Are You A Complainer Or A Realist?

Beyond Philosophy

In short customers are irrational! We recently enjoyed debating this in our podcast Why Are Customers Irrational? it helped people transition to a new mode of transportation. Quite simply, Customers don’t shop on Main Street anymore because they like the new experience better.

Is your organisation interconnected? The employee – customer chain


Those who have never travelled extensively for the purposes of work, typically envisage business class flights, champagne in cut crystal glasses, door to door luxury chauffeur driven transport and top-class hotels with Michelin star restaurants. My book, ‘Customer What? –

Travel 107

Guest Blog: Parcel Lockers – A Retailer’s Secret Weapon


I really like anything that can offer convenience for our customers. – Shep Hyken. From lower shipping costs to a better customer experience, parcel lockers can offer big benefits for retailers. The customer then goes to the parcel locker station and enters or scans the code.

How To Manage Expectations

Beyond Philosophy

Forbes and her colleagues studied Department of Transportation records for 160 million commercial airline flights between 1990 and 2016. The Tufts researchers think the airlines are cushioning their schedules with extra time to prevent customers from becoming frustrated with flight delays.

3 Examples of Change for the Better in Airlines

Beyond Philosophy

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. What a great move by the captain to make sure that the unpleasant necessary delay (a weather delay in Denver) didn’t have to be a bad experience for passengers! Southwest Attacks Its Late Problem Head-on with Its Customers.

Swedish Rail Unifies Contact Center Operations with Cloud

NICE inContact

In the course of planning and traveling, customers contact Swedish Rail for a variety of reasons, from checking on delayed trains to disturbances on the tracks—volume that rises considerably during bad weather and vacations. The company has also created custom dashboards that give its advisors continuous insight into their performance, which has increased their engagement and moved them toward becoming self-governing teams, a key company goal.

Temkin Experience Ratings Industry Snapshot: Rental Cars

Customer Experience Matters

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. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to National Car Rental for delivering the best customer experience in the rental cars and transport industry.

Top 4 Reasons Why Call Recording is Critical to Contact Center Success

NICE inContact

Similarly, recording software powers other contact center activities but it’s not until the contact center experiences a failure that most really stop to think about its critical implications. It analyzes the content and identifies trends and opportunities to improve the customer experience.

More shocking news about Airbnb!

Beyond Philosophy

For transportation, we have Uber and Lyft. In theory, this sounds like a good idea that will lead to a more personalized and satisfying experience for everyone. These biases are the result of our background, upbringing and life experiences. Blogs Customer Experience