Wired and Dangerous

MARCH 16, 2020

They are very intolerant of mistakes and are quick to express their feelings of displeasure utilizing their favorite social media channel. It is this approach that Toyota and American Airlines failed at service recovery while JetBlue and J&J succeeded. And, what discipline would inform your organization’s response—PR or CEM?

Customer Focused 91

Customer Focused Management CEM Airlines 91

Experience Investigators by 360Connext

JANUARY 8, 2018

Look for trends in social media. Airlines have long practiced “re-accommodating” ticketed passengers. How can you find those unstable parts of the journey and level them out for your customers, before you get carried away with bigger goals? Here are a few ideas: 1. It may not be a HUGE deal yet, but it could become one later.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

Strativity

JULY 16, 2014

Strativity Group’s next Customer Experience Management (CEM) Certification program will be held in Orlando, FL., For professionals who are seeking a strategic framework for implementation, the program provides participants with a foundation in Customer Experience and CEM with a focus on: . About the CEM Certification Program.

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40

Beyond Philosophy

MARCH 21, 2016

When considering your offer, this new generation will dig deeper into social media to find where the best employee experiences exist. Employee Ambassadors Help Create a Positive Social Media Presence. What do we mean by positive social media presence? What kind of adjectives are we talking about there?

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

Wired and Dangerous

MARCH 27, 2017

They are very intolerant of mistakes and are quick to express their feelings of displeasure utilizing their favorite social media channel. It is this fact that Toyota and American Airlines failed at service recovery while JetBlue and J&J succeeded. And, what discipline would inform your organization’s response—PR or CEM?

Customer Focused 70

Customer Focused Management CEM Airlines 70

Beyond Philosophy

OCTOBER 8, 2014

Airlines don’t either. Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

JUNE 11, 2015

Airlines, as well, are doing their part to diminish the perceived value of their customer loyalty programs. Certainly, frequent flyers have been bitterly complaining about these airlines, and the “quite shameful” and “blow to the solar plexus” moves, on social media and online forums.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60