Experience Investigators by 360Connext

APRIL 7, 2015

We flew from Chicago’s O’Hare airport at the end of March with a connecting flight in Dallas and made it Puerto Vallerta without a problem. We booked our flight through US Airways , but all our flights were operated by American Airlines. The AIRLINE changed both flight times in the months between booking and leaving.

Airlines 110

Airlines Customer Experience Travel Hotels 110

Experience Investigators by 360Connext

JANUARY 21, 2015

Airlines may argue their journey is about the actual time in-air for a customer, but as customers, we all know it starts earlier and ends later. One airline trying to understand the actual journey more for their customers is Virgin Atlantic. In the case of airlines, yes, they want to travel to a certain destination.

Customer Journeys 110

Customer Journeys Airlines Travel Social Media 110

ShepHyken

AUGUST 7, 2018

Putting Your Customer First By Putting Your Employees First. Shep Hyken sits down with James Dodkins to discuss James’s new book, 136 Ideas For Rockstar Employee Engagement , having an employee mission, and the real definition of customer experience. ? ?. What’s the importance of an employee mission?

Employee Engagement 76

Employee Engagement Airlines Culture Engagement 76

Experience Investigators by 360Connext

MARCH 4, 2015

Industries that have long held customers because of lack of choices like airlines, cable and financial institutions are now beginning to pay the piper! Adam and I discussed how one particular airline, RyanAir , made a change swiftly when they saw the negative impact of a policy of treating customers poorly.

Customer Service 110

Customer Service Airlines Social Media Loyalty 110

Michelli Experience

AUGUST 26, 2016

So why would I suggest the merger of technology and customer experience execution is both the “age of wisdom and the age of foolishness”… Put simply because some companies believe that technology alone will create customer engagement. It is the humanization of machines that I find troubling.

Technology 100

Technology Customer Experience Airlines Customers 100

CX Journey

JUNE 23, 2015

Fact: The employee experience drives the customer experience. So many companies still fail to recognize that important connection, to the ultimate detriment of the business. Because when 70% of our workforce is "not engaged" or "actively disengaged," according to Gallup, we cannot expect to have a great customer experience.

Engagement 80

Engagement Employee Engagement Airlines Employee Experience 80

Experience Investigators by 360Connext

DECEMBER 11, 2014

And when there is no mission around what to deliver, employees are left to make it up as they go. Take Southwest Airlines, whose mission is about service, without even mentioning an airplane! This inevitably leads to problems and customers disappear. The best companies begin with a mission directly aimed at customers.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

CX Journey

MARCH 12, 2015

Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization. Engaged employees impact culture, and a strong culture can lead to engaged employees. And so the cycle will continue.

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

ProProfs Chat

SEPTEMBER 20, 2019

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. People are willing to spend $20 more when an airline responds to them within six minutes. Reduces Employee Attrition Rate.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

CX Journey

MARCH 31, 2015

It includes any way the employee "touches" the company and vice versa in the course of doing his job. Employee Engagement is a phrase that gets thrown around a lot, so it''s important to understand what engagement means and how it comes about. This definition of engaged employees comes from Gallup.

Customer Journeys 80

Customer Journeys Employee Engagement Employee Experience Culture 80

Experience Investigators by 360Connext

JULY 15, 2015

If your company is offering anything online, I beg of you, design a commerce experience that is seamlessly connected to all mobile platforms. Your employees play a huge role in driving your customer experience. Ignoring Mobile. Customers defect when the mobile experience is disconnected or just poorly designed.

Customer Experience 110

Customer Experience Airlines Loyalty Social Media 110

ijgolding

OCTOBER 19, 2015

I discovered midway through writing it that my flight had been cancelled – not from my airline (SAS – Scandinavian) – but by overhearing two passengers having a conversation with each other. At the centre of the chaos was a human – not an employee of SAS – the airline who had caused the problem was nowhere to be seen.

Customer Experience 120

Customer Experience Airlines Customer Centricity Customers 120

Stella Connect

MARCH 12, 2018

Employee engagement is one of the biggest drivers of customer service quality and employee retention. The combined benefits of a feedback-based rewards program make it a particularly effective way to drive employee engagement and performance. Stella Connect’s Rewards Feature.

Rewards Programs 61

Rewards Programs Call Center How To Contact Center 61

Beyond Philosophy

APRIL 15, 2019

Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Singapore Airlines, which has been consistently voted one of the top airlines in the world, has a strong customer service culture. When consulting employees about what you expect, Suttle says to explain why.

Culture 114

Culture Customer Service Leadership Airlines 114

ShepHyken

MARCH 23, 2018

It is likely that company communication, from leadership and throughout the organization, does not adequately connect with employees and bring them into the company narrative. Impact: Employees with an emotional connection to their work are more productive. They had greater employee engagement and more loyal customers.

Communication 82

Communication Leadership Airlines Social Media 82

Experience Investigators by 360Connext

MARCH 26, 2015

I own my own business, meaning I can’t always be faithful to one airline. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Travel 110

Travel Hotels Guest Experience Airlines 110

SurveySparrow

SEPTEMBER 23, 2020

The employee experience concept is one of the most valuable concepts that focuses on employee engagement in the workforce. The term “employee experience” started to gain popularity in 2017. 51% of the HR executive mentioned that employee experience is a crucial initiative for 2019, according to Gartner.

Customer Journeys 59

Customer Journeys Employee Engagement Employee Experience Feedback 59

CCO Council

NOVEMBER 21, 2019

A major airline found their internal customer satisfaction ratings dropping. Unless you work for the DMV, employees typically WANT to do what is right for the customer. A Customer Performance focus engages employees to engage with customers in delivering greater customer value. Employee Engagement.

Chief Customer Officer 52

Chief Customer Officer Employee Engagement Engagement Airlines 52

SurveySensum

AUGUST 9, 2022

Business giants like Volkswagen, Chobani, Finder, Vietnam Airlines, Healthscope, etc., SurveyMonkey lets you create surveys for measuring CSAT, employee engagement, NPS, market research, etc., Qualtrics has more apps lined up in the system for you to connect with. are among the famous clients of Qualtrics. . SurveyMonkey.

Comparison 52

Comparison NPS Survey User Experience 52

Michelli Experience

JANUARY 12, 2016

They were traveling on Southwest Airlines on what is purportedly the “busiest travel day of the year.”. Positive experiences and fun drive strong emotional connections. Last week my son got married (which is very odd since I remember bringing him home from the hospital and certainly that couldn’t have been that long ago).

Travel 100

Travel Airlines Hospitality Groups 100

Experience Investigators by 360Connext

JANUARY 26, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Mobile Communications. Cable/Satellite TV.

Industry 110

Industry Customer Experience Social Media Leadership 110

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Connect with Gregg on his platforms: Website. PLAY AND SUBSCRIBE. Or, listen on: Apple Podcasts. Google Podcasts. KEY TAKEAWAYS. FULL TRANSCRIPT OF INTERVIEW.

Leadership 52

Leadership Culture Exercises Airlines 52

Stella Connect

MARCH 12, 2018

Employee engagement is one of the biggest drivers of customer service quality and employee retention. The combined benefits of a feedback-based rewards program make it a particularly effective way to drive employee engagement and performance. Stella Connect’s Rewards Feature.

Rewards Programs 40

Rewards Programs Call Center How To Contact Center 40

Customer Enthusiast

SEPTEMBER 20, 2016

At the ticket counter I was told by the American Airlines agent that the flight had been canceled months earlier – on June 5, 2016. Since the Delta Airlines counter was located next door, I checked with the Delta rep to see what options she had to get me home that night. So, here we are.

Airlines 40

Airlines Transportation Hospitality Retail 40

Beyond Philosophy

FEBRUARY 27, 2017

I’ve also qualified for airline elite status after a busy travel year, and then watched the perks squandered when I didn’t fly as much in the next one. Start by engaging the employees. Researchers have found that an engaged employee is essential to success in the global economy.

Rewards Programs 60

Rewards Programs Hotels Travel Chief Customer Officer 60

Beyond Philosophy

FEBRUARY 5, 2015

Beyond simply selling a product or service, these ‘experiential brands’ connect with their customers. Southwest Airlines could offer first-class seating, but they don’t. Employee engagement and ambassadorship: linking to customer behavior. They market, and create experiences, within the branded vision.

CEM 60

CEM Omni-Channel Training Customer Experience 60

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. Furthermore, it connects with your customers at an emotional level. Happy employees make happy vacationers.

Hotels 60

Hotels Entertainment Consulting Airlines 60

ijgolding

JULY 29, 2016

With ample opportunities to network and connect with other businesses, employers run the risk of losing their best talent. To retain staff, it’s important to provide a great company culture that makes your employees want to work for you and offer benefits which make them feel appreciated. Keeping hold of staff is a tricky business.

Insurance 120

Insurance Airlines Government Banking 120

Qualtrics

FEBRUARY 20, 2020

Connecting customer and brand in the tech industry. Find out how to automate action in transitional employee experiences to solve problems in real-time. Employee engagement in action. Lori Winters, Senior Director Employee Experience & Change Southwest Airlines & Lynne Oldham CHRO at Zoom.

Government 32

Government Employee Experience Leadership Employee Engagement 32

SurveySparrow

DECEMBER 20, 2018

Most of the businesses and companies worldwide fail to acknowledge the fact that their employees are more important while they are chasing the customers. United Airlines is a glaring example since it all came crashing down just because of the rude and uncooperative attitude of their employees. Disney World.

Culture 69

Culture Company Policies Employee Engagement 69

Michel Falcon Experience

JANUARY 16, 2017

To take it one step further, I selected five companies – Zappos, Southwest Airlines, Apple, Amazon and Westjet – and studied them intensely. Now that I’m a partner in a hospitality group that has over 100 employees. I reached out to customer experience professionals on Linkedin and asked many questions.

Hospitality 60

Hospitality Study Airlines Culture 60

Qualtrics

JANUARY 2, 2019

Win: Connected Government Act passes. The January 2018 passage of the Connected Government Act was a win for government CX because it requires new or updated public-facing federal websites to be mobile friendly. First, a look at the wins. The 21st Century Idea Act also passed in December, more on that here.).

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. SRO to hear 4 great brands talk how connecting with community gives competitive advantage #mrx #innovation #vcsummit pic.twitter.com/4kJDSW4uFz.

Innovation 100

Innovation Marketing Social Media Healthcare 100

SurveySparrow

OCTOBER 19, 2020

It hosts different types of templates, including customer satisfaction, customer loyalty, event surveys, market research, opinion polls, concept testing, employee engagement, etc. . Airline passenger survey, 7. Employee benefits survey, and more. Today, it is a market leader and has more than 60 million users worldwide.

Comparison 59

Comparison Omni-Channel Survey Software 59

Storyminers

JULY 6, 2020

Previously, he founded Ogilvy & Mather’s strategy practice (sales enablement, service design and employee experience) charged with “making brands more human”. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Previously, he founded Ogilvy & Mather’s strategy practice (sales enablement, service design and employee experience) charged with “making brands more human”. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CSM Magazine

OCTOBER 11, 2019

When it comes to customer service, the most obvious area where trust comes into play is the relationship between the service provider and the consumer – or, in the case of the air travel industry, between airline and passenger. OmniServ provides services to a large number of airlines and airports in the UK.

Customer Service 40

Customer Service Airlines Travel Customers 40