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.
SurveySensum
MARCH 1, 2024
A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. They gathered all the responses diligently but stumbled into the “Everyone’s-the-Same” trap – treating all scores equally. Here’s how you can do it.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Kitewheel
AUGUST 14, 2020
Some companies have learned this the hard way, such as United Airlines, who, in 2017, lost $1.4 Poor customer experience can cause lost revenue, reputation, and even future poor experiences. For example, surveys are a great way to measure your net promoter score.
AskNicely
MAY 18, 2017
Occasionally customers are blasted all at once to get a bench mark NPS result. However, it’s not recommended to “batch n blast” and you’ll get the best results sending surveys at particular customer engagement points. AskNicley integrates with other systems so the data you collect from each customer can be made even more useful.
ProProfs Chat
SEPTEMBER 20, 2019
Following a trip made from Chicago to Paris, Hasan Syed, one of the customers, was frustrated at British Airways’ inability to tackle the issue of lost luggage. Syed thus turned to Twitter and expressed his anger towards the airline. . After all, when a customer loses the luggage, they expect the issue to be resolved at the earliest.
Think Customers
AUGUST 31, 2020
At TTEC, we’ve been helping clients empower their front-line staff to make recommendations on how to solve customer pain points and improve the customer experience using their deep domain expertise and insights. This insight ultimately led to an 87% reduction in call volume and $128K in annual cost savings.
CSM Magazine
JUNE 21, 2018
found that a 12-point increase in the net-promoter score doubles a company’s growth rate. A report by the American Customer Satisfaction Index proved that the leading companies consistently outperformed the market. Customer service leaders outperformed the Dow by 93%, the Fortune 500 by 20% and the NASDAQ by 335%.
Expert insights. Personalized for you.
60 
Let's personalize your content