CX Journey

APRIL 19, 2016

Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

SurveySparrow

JUNE 20, 2023

Employee welfare has a major impact on business success. Ensure you value your employees and address their needs. Know more about your employees, by signing up to SurveySparrow ’s employee experience survey. Encourage Feedback Encourage your customers to share their experiences. Wanting to know more?

Examples 52

Examples Customer Service Customer Experience Exceptional Customer Service 52

Maru/HUB

DECEMBER 1, 2017

This week we’ve been focusing on customer engagement and we thought we would end the week by sharing a key tip that ensures lasting engagement. A large part of acquiring engaged customers comes from engaged, motivated and focused employees – look after the people who look after your customers.

Airlines 40

Airlines Customer Centricity Metrics Customer Satisfaction 40

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. Engaging Employees in your Ease of Doing Business Efforts. Introduction. ” Charm school isn’t the answer.

Chief Customer Officer 52

Chief Customer Officer Employee Engagement Engagement Airlines 52

ReviewTrackers

MAY 8, 2017

Session and presentation topics include customer journey mapping and reconstruction, customer engagement, CX governance, measuring customer experience, creating customer-centric omni-channel strategies, and Voice of the Customer. Forrester CXNYC. When: June 20 to 21, 2017.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Beyond Philosophy

JUNE 1, 2015

These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. Loyalty programs continue to grow, but they are also tending to become more closely integrated with brand-building and multi-channel customer experience optimization.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60