CX Journey

AUGUST 29, 2017

And if you treat your employees right, guess what? Start with employees and the rest follows from that. Herb Kelleher, Southwest Airlines Who comes first? Don’t be silly, says King Hal; it’s employees. Woolman, founder of Delta Airlines, was asked about an organization's most important asset: Simple: its people.

Airlines 162

Airlines Culture Employee Engagement Leadership 162

CSM Magazine

JANUARY 26, 2024

Carlzon’s insights are drawn from his experience as the CEO of Scandinavian Airlines during a time when the company faced considerable challenges. His leadership saw a shift toward customer-centric strategies, with an emphasis on empowering frontline employees.

Touchpoint 52

Touchpoint Airlines Social Media Leadership 52

Experience Investigators by 360Connext

DECEMBER 11, 2014

They wholeheartedly believe their company/product/service/culture is THE BEST. 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! I love to hang around with entrepreneurs.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Strativity

AUGUST 22, 2017

News flash: United Airlines). Your PR Department now includes every employee in your organization. Click here for full thought leadership piece. Chief-Exec-Magazine-Sept-Oct-2017-Creating-Culture-of-Resilience.pdf (1 download). Congratulations!

Culture 40

Culture Airlines Policies Leadership 40

Strativity

AUGUST 22, 2017

News flash: United Airlines). Your PR Department now includes every employee in your organization. Click here for full thought leadership piece [download id=”21137″]. The post Creating a Culture of Resilience and Empowerment – Chief Executive Magazine appeared first on Strativity. Congratulations!

Culture 40

Culture Airlines Policies Leadership 40

ijgolding

FEBRUARY 13, 2018

Silos harm culture and damage customer experiences. In one role the link between employee engagement and customer satisfaction is highlighted, with a focus on hiring and nurturing talent. The words customer-centric and silos do not sit happily in the same sentence. And they hold businesses back.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

Zeisler Consulting

JANUARY 25, 2021

Here goes: Good employee engagement is an absolute requirement in order to drive good CX. When we consider brands that are famous (at least to us) for putting their employees first, surely even they understand the risks of conflating them with their Customers, right? For example, while I’m sure Zappos!

Airlines 93

Airlines Culture Employee Experience Customers 93

ShepHyken

MARCH 23, 2018

Better practices that emanate from leadership can prevent or correct such leaks and perhaps turn them into growth opportunities. Employee – mission disconnect. Situation : Your mission statement has become, or always has been, merely words on a wall and not a philosophy embraced by employees. Distrust of leadership.

Communication 81

Communication Leadership Airlines Social Media 81

Experience Investigators by 360Connext

JULY 15, 2015

Companies like Southwest Airlines and Zappo’s have made it a huge part of their culture to make sure they recruit the right people. If they’re unhappy, unfriendly or just plain bored with their jobs, that will translate into a miserable experience for your customers. And the experiences their customers report reflect that.

Customer Experience 110

Customer Experience Airlines Loyalty Social Media 110

CX Journey

SEPTEMBER 8, 2016

If employees aren't happy, engaged, and equipped with the right tools and resources to do their jobs, then the customer suffers. So it's important that we listen to employees and find out what's keeping them from being able to delight customers. I conducted an employee journey mapping workshop for a small retailer.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

ClearAction

JULY 29, 2018

It’s driven employee engagement and customer engagement at the same time: customers noticed these changes, and within 24 months of posting the largest corporate loss in New Zealand corporate history, the business was turned around to a profit. “Culture is a reflection of decision-making in a business.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

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. Engaged employees aren’t just satisfied with their working conditions and pay, they want to go above and beyond, to innovate and advance the company’s goals.

Rewards Programs 60

Rewards Programs Hotels Travel Chief Customer Officer 60

CSM Magazine

JUNE 21, 2018

Blind Leadership. A major airline responded to customer complaints by notifying customers of their “Customer First” initiative for employees. A major airline responded to customer complaints by notifying customers of their “Customer First” initiative for employees. Which of these CX flaws sidetrack your company?

Company 40

Company Customer Experience Net Promoter Score Effort Score 40

Qualtrics

FEBRUARY 20, 2020

You’ll find it all at X4 – stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping XM professionals reach new heights in employee experience. World-class thought leadership. XM leadership - taking the whole company with you.

Government 32

Government Employee Experience Leadership Employee Engagement 32

Qualtrics

FEBRUARY 17, 2020

Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Hear inspirational stories and thought leadership that will give you plenty to take back to your organization. World-class thought leadership. Take your EX program to a new level with world-class thought leadership. What’s new in EX?

Employee Experience 29

Employee Experience Leadership Automotive Employee Engagement 29

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Bill Quiseng. Bill has over thirty years of luxury resort/club management experience.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Bill Quiseng. Bill has over thirty years of luxury resort/club management experience.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Up Your Service

AUGUST 8, 2018

KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” Furthermore, these companies incorporate what I call the “12 building blocks of uplifting service culture.” SPEAKING.COM: What are a few of the 12 building blocks of service culture?

Culture 53

Culture Airlines Net Promoter Score Leadership 53

Up Your Service

AUGUST 8, 2018

Building a Service Culture, an interview with Ron Kaufman. RON KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” Furthermore, these companies incorporate what I call the “ 12 building blocks of uplifting service culture. Number one: Where are we weak?

Culture 40

Culture Airlines Net Promoter Score Leadership 40

Qualtrics

JANUARY 2, 2019

It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. For example, a December 2018 GAO report called out the need for the Department of Transportation to collect more customer feedback from airline passengers. He’s truly one of the pioneers of government CX.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Beyond Philosophy

JUNE 4, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Much of this is, culturally, operationally, and from a communications perspective, is what we have been describing as “inside-out advocacy” for years. Michael Lowenstein, Ph.D., Had the book been written a bit later, it’s likely that Zappos would have made their list as well.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Oracle

OCTOBER 29, 2019

He continues, “These automated, immediate workflows do not require human intervention, allowing HR representatives to refocus their efforts on strategic and relationship-building initiatives like coaching, leadership development, and HR transformation projects.” ” GIFs: a way to express feelings without any words.

Employee Experience 44

Employee Experience Gamification Tools Chatbots 44

Experience Investigators by 360Connext

JANUARY 14, 2015

Are employees the answer to the customer experience question? Southwest Airlines, Zappos and Amazon were all the disruptors of their day, and they all focused on delivering exceptional customer service. I was recently challenged to defend this belief and here’s how I answered. Make no mistake.

Customer Experience 110

Customer Experience Airlines Employee Engagement Government 110

Comm100

MAY 21, 2019

Ginger Hardage Keynote – Unstoppable Cultures: Creating and Sustaining Organizations of Enduring Excellence. If our employees are going to follow us every day, we must live our values. Jenny Dempsey – Create a Culture of Self Care in your Contact Center. My #ICMIExpo Tuesday thoughts: Ping pong isn’t culture.

Conference 143

Conference Contact Center NPS Culture 143

Experience Investigators by 360Connext

MARCH 25, 2015

‘Your CEO needs to put the customer first; strong leadership drives strong culture’ David Mingle @GM #NGCE — Nick Ris (@nickris) March 24, 2015. Rachel McCarthy , Vice President of Inflight Experience for JetBlue Airline, mentioned how a full can of soda can be seen as inspiring. Little things have a huge impact.

Metrics 110

Metrics Chief Customer Officer Conference Airlines 110

Russel Lolacher

FEBRUARY 27, 2023

Do you want to be a culture where ideas they do, but there’s something going wrong in the middle. How can we build this innovation culture together? This is not this isn’t our culture. Do you want to hear people’s ideas? And we set out to fix that something going wrong in the middle. How can we do that?

Employee Engagement 52

Employee Engagement Engagement Culture Feedback 52