Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

Beyond Philosophy

JANUARY 2, 2018

CMC Thought Leadership Principal, Beyond Philosophy. This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. Southwest Airlines Agent Note. Michael Lowenstein, Ph.D., Rowan did not hesitate with her next move.

Airlines 111

Airlines Consulting Leadership Analysis 111

Beyond Philosophy

NOVEMBER 14, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second. Create a culture of inclusion and service. Michael Lowenstein, Ph.D.,

Airlines 87

Airlines Culture Consulting Leadership 87

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. Where followers fit in good leadership. How trust is an outcome, not a value of leadership. The balance between results and humanity. Gregg Ledermen.

Leadership 52

Leadership Culture Exercises Airlines 52

Michelli Experience

APRIL 25, 2017

Unlike walking, driving, or riding a bicycle – train, cab, boat, and airline passengers rely on others to get them to their destination safely and on time. For airline customers, that reliance occurs in a metal tube at 30,000 feet. Customers must yield control. Customer alcohol use. High volumes of customers served.

Airlines 100

Airlines Self Service Customer Experience Travel 100

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. When it comes to the airline industry the weather, so to speak, is frighteningly challenging. Tony said if you build a culture committed to, “wowing customers it doesn’t matter what you sell. Such things as….

Airlines 100

Airlines Travel Transportation Customer Centricity 100

Experience Matters

APRIL 3, 2015

I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. To consistently differentiate your customer experience, you need to transform your culture. “Culture eats strategy for lunch” – Peter Drucker. Leaders Can Make or Break Culture Change.

Culture 120

Culture Customer Connectedness Airlines Employee Engagement 120

BlueOcean

APRIL 20, 2023

He brings a very genuine and personal element to his leadership, which is incredible when you consider he leads 600 employees across three countries! I believed that I could take everything I’ve learned in my career of building good leaders and apply it to ONQ so we could say our leadership started from the first position available.

Contact Center 156

Contact Center Culture Course Training 156

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. This norm creates a culture where avoiding interaction with the Customers is acceptable.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” Employees respond to these prompts from the “we” perspective , and our proven model measures culture along five organizational dimensions. It’s understandable.

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

Beyond Philosophy

AUGUST 11, 2022

Using this approach, he says at the end of the day, each team member should be proud to embrace the culture, vision, and goals and work towards achieving them. The deficit happened because people were not flying as much during the pandemic, so the airlines laid off the pilots. Now, travel is back on, so airlines need pilots.

Airlines 146

Airlines Net Promoter Score Self Service Effort Score 146

Beyond Philosophy

DECEMBER 14, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. He established the De Pree Center for Leadership in 1996. Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

CX Journey

AUGUST 29, 2017

Herb Kelleher, Southwest Airlines Who comes first? Marriott Businesses often forget about the culture, and ultimately, they suffer for it because you can't deliver good service from unhappy 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

Strativity

AUGUST 22, 2017

News flash: United Airlines). Click here for full thought leadership piece. Chief-Exec-Magazine-Sept-Oct-2017-Creating-Culture-of-Resilience.pdf (1 download). The post Creating a Culture of Resilience and Empowerment – Chief Executive Magazine appeared first on Strativity. Congratulations!

Culture 40

Culture Airlines Policies Leadership 40

Beyond Philosophy

AUGUST 13, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. He established the De Pree Center for Leadership in 1996. Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Strativity

AUGUST 22, 2017

News flash: United Airlines). 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! Your PR Department now includes every employee in your organization.

Culture 40

Culture Airlines Policies Leadership 40

Customer Bliss

DECEMBER 26, 2018

Many point to the automotive industry as the beginning of this survey score culture. Hotels, hospitals, insurance companies, pet stores, airlines, you name it. CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership. And then the begging began.

Chief Customer Officer 203

Chief Customer Officer Effort Score Survey Automotive 203

Beyond Philosophy

DECEMBER 10, 2021

The Role of Leadership in NPS. Leadership is another integral part of the NPS success. Bad profits are also when an airline charges you $200 to change a ticket for a flight six months out. The airline has no cost except the administrative effort, but they’ll charge anyway. Those that try something else fail. .

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

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. Take Southwest Airlines, whose mission is about service, without even mentioning an airplane! A good customer experience strategy is totally dependent on the internal culture of an organization. I love to hang around with entrepreneurs.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

ShepHyken

AUGUST 28, 2018

They discussed how he helped Delta Airlines with their customer service culture, what customers are really looking for, and the RATER service quality model. ? ?. In certain industires, especially in the airline industry, people are willing to pay extra to be guaranteed better levels of comfort. Disseminate: Tell everybody.

Airlines 69

Airlines Leadership Industry Training 69

Up Your Service

MARCH 17, 2020

It’s hard to imagine a time requiring stronger leadership than now. The concept of leadership as service is not new. The 7 Rules of Service Leadership is a guide for leaders driving service culture change. The 7 Rules of Service Leadership is a guide for leaders driving service culture change.

Airlines 83

Airlines Social Media Policies Leadership 83

Oracle

AUGUST 26, 2020

Service leaders considering moving their teams remote should specifically assess internal leadership, culture, and agent resources. Examine and adjust your internal leadership style. Leadership sets the tone for the entire organization and can be a decisive factor in encouraging positive change.

Exceptional Customer Service 99

Exceptional Customer Service Self Service Customer Service Knowledge Base 99

C3Centricity

APRIL 17, 2018

And that it involves a culture change to move the organisation in this direction. This may be true for an airline, where the client is primarily basing their opinion on the service on board and the “niceness” of the crew. After all, every airline will get you from A to B. Employees come first. Being data driven.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

Micah Solomon

NOVEMBER 2, 2015

Clients frequently voice the same concern to me, in my work as a corporate culture consultant and as a speaker: “People tell me my employees act differently when there aren’t any managers watching over them.”. Without a consciously created culture, your business leadership won’t last past the moment that you leave the building.

Culture 40

Culture Customer Centricity Airlines Banking 40

Micah Solomon

NOVEMBER 15, 2015

As a corporate culture consultant and as a speaker, I hear clients frequently voicing this concern. Without a consciously created culture, your business leadership won’t last past the moment that you leave the building. Continental Airlines’ Continental Lite. How to make a customer-centered culture happen.

Consulting 40

Consulting Culture Customer Centricity Airlines 40

Experience Investigators by 360Connext

JUNE 1, 2017

They are the front line for your leadership. ” Heather Figallo , Senior Director of Innovation and Labs at Southwest Airlines , also talked about the importance of innovation for customer experience. The best customer experiences all come back to culture. And it all comes back to culture.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

ShepHyken

MAY 31, 2017

I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” Usually it’s at the top with leadership. I wrote about this in my book The Cult of the Customer (Wiley 2008), and the example I used was that of an airline employee. The short answer is: all of them.

Airlines 83

Airlines Customer Focused Customer Service Training Culture 83

Ian Williams

JANUARY 11, 2020

They book a flight, a hire car, insurance, ground transport, entertainment – the airline is only responsible for part of the experience, but should be considering the customer’s overall experience and understanding how they can improve or influence it. Customer experience improvements drive profit, period!

Airlines 52

Airlines Transportation Entertainment Insurance 52

CSM Magazine

OCTOBER 5, 2020

It’s hard to imagine a time requiring stronger leadership than now. The concept of leadership as service is not new. The Seven Rules of Service Leadership is a guide for leaders driving service culture change. For example, many airlines have waived fees for travellers making last minute changes.

Airlines 52

Airlines Policies Government Leadership 52

CSM Magazine

OCTOBER 10, 2019

Leadership: Championing customer service. What customer experience cries out for is a kind of leadership that comes from building a corporate culture in which everyone embraces and endorses the concept, rather than feeling like it’s a forced corporate ‘policy’. That’s certainly true at OmniServ.

Innovation 40

Innovation Customer Service Company Airlines 40

ShepHyken

MARCH 23, 2018

Better practices that emanate from leadership can prevent or correct such leaks and perhaps turn them into growth opportunities. 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. Distrust of leadership.

Communication 82

Communication Leadership Airlines Social Media 82

Beyond Philosophy

NOVEMBER 29, 2014

This tradition has become a hallmark of American Culture; much like Boxing Day is in the UK. The Airline Industry: WestJet, Virgin and Delta Create Joyful Experiences. Blogs Social Media Thought Leadership customer service' I am interested to hear why or why not in the comments below. The Customer Is Not Always Right.

Social Media 117

Social Media Wireless Retail Leadership 117

Customer Bliss

APRIL 19, 2016

He was previously CCO at United Airlines and now leads donor experience at St. Finally, Martin has a proven method for uniting the silos (at low cost) to give the complete view of the current customer journey- critical to gain and unite the leadership team. In this episode, I speak with Martin Hand. Jude Click To Tweet.

Airlines 120

Airlines Chief Customer Officer Hospitality Metrics 120

Steve DiGioia

AUGUST 1, 2016

More great employees were “forced” to quit because of the failure of leadership than for any other reason. Culture of Mediocrity. Look at the customer service leaders of today; Zappos, Amazon, Southwest Airlines, Ritz Carlton, et al. They rejoice in employee achievements and create a culture of caring. I doubt it.

Airlines 0

Airlines Effort Score Meeting Culture 0

Beyond Philosophy

JULY 5, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Much of this is, culturally, operationally, and from a communications perspective, what we have been describing as “inside-out advocacy” for years. Create a customer-centric human culture and set of processes. Michael Lowenstein, Ph.D.,

Customer Experience 84

Customer Experience Customer Centricity Leadership Culture 84

ijgolding

FEBRUARY 13, 2018

Silos harm culture and damage customer experiences. Two of the eight – just two – are ‘proper’ cross-functional, strategic Head of CX roles, with a remit to develop and drive a customer experience strategy, drive a customer-centric culture and differentiate the brand. And they hold businesses back.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145