Beyond Philosophy
DECEMBER 6, 2019
When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.
ShepHyken
MAY 16, 2022
Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. Power 2022 North America Airline Satisfaction Study. My Comment: This is more of a press release announcing the investment that Southwest Airlines is making into the customer experience.
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ShepHyken
NOVEMBER 23, 2020
(Forbes) There’s a message I frequently tell our customers: happy employees make customers happy. Southwest Airlines knows this – they excel by putting employees at the center of their business. As a recent report from Forbes Insights and Salesforce showed, that is the key to customer experience and revenue growth.
Beyond Philosophy
OCTOBER 8, 2014
Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Airlines don’t either. Buses in London don’t take cash.
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.
C Space
DECEMBER 5, 2019
On a flight with my five-year-old daughter recently, I couldn’t help but laugh as she unsuccessfully, and increasingly frustratedly, swiped over and over at the dumb screen on the back of the airline seat in front of us. For top-rated companies, what customers focus on is the relationship. Where Net Promoter Score Goes Wrong.
Help Scout
APRIL 27, 2021
It’s the feeling that comes from your customers having their needs met regularly, at the right time, in the right way. Unlike other metrics, like Net Promoter Score , Customer Effort Score , or Customer Satisfaction Score , there isn’t a defined way to measure your customer happiness — unless you create another survey to do so.
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