Kitewheel
FEBRUARY 11, 2020
Whether it is the uncertainty of when the line will finish or the way we exaggerate how much time has passed, waiting in a long queue is never fun. For an airline, long or unwieldy lines also represent a business problem. This is the classic “fast boarding” or “shorter security line” option that many airlines have in place.
CSM Magazine
NOVEMBER 1, 2022
Consumers are increasingly seeking a human connection in their interactions with brands, according to Qualtrics 2023 Global Consumer Trends Report. In fact, talking to a helpful, empathetic service agent matters more to customers than having a short wait time. By contrast, consumers with a short wait time were 2.7
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Experience Investigators by 360Connext
APRIL 28, 2017
Connecting the dots of customer experience. My favorite metric was how they determined the incredible results of reducing wait time. So Comcast made dramatic efforts to improve the wait times and engaged their employees in the field to help. Using truly customer-focused metrics. Save 1,000 words.
InMoment XI
NOVEMBER 20, 2023
It involves harnessing advanced technology, specifically artificial intelligence and machine learning, to enhance the way businesses connect with their customers. Example : Airlines use sentiment analysis to assess customer feedback on social media, addressing concerns and improving overall customer satisfaction.
CSM Magazine
DECEMBER 13, 2023
These options, such as FAQs, chatbots, and knowledge bases, not only save time for the customers but also reduce the workload of customer service agents. For example, many airlines now offer self-service check-in kiosks at airports, reducing long queues and wait times for customers.
Beyond Philosophy
AUGUST 31, 2023
The idea behind this first area is if you have customers waiting for 15 minutes, how can you make it not feel like 15 minutes? For example, an airline’s waiting lounge plays the news. These last two examples seem outdated today since most people will probably pull out their phones while waiting.
GetFeedback
SEPTEMBER 2, 2019
They explore the idea that businesses that focus solely on customer experience may be missing a significant opportunity to truly connect with people on a deeper level. Companies can only connect with us by creating experiences and stories that resonate on a human level. We don’t wake up in the morning as ‘customers.’
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