GetFeedback

JANUARY 12, 2020

Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats. Southwest Airlines CEO Gary Kelly explained in a 2006 blog post : Open seating has allowed us to build a highly efficient operation by keeping the time our aircraft are sitting at our gate to a minimum. Some call it a “ cattle call.”

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Experience Matters

JUNE 16, 2015

Here’s the executive summary: Net Promoter ® Score (NPS ® ) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.

Report 120

Report Net Promoter Score Wireless Airlines 120

Currency Alliance

APRIL 15, 2024

Plus, many types of points are widely appreciated by customers, and are useful to the brand for scoring different customer actions while influencing behavior. A low-frequency business would be an airline (for most people), or brands selling occasional purchases such as refrigerators, cars, laptops, shoes, gala dresses, etc.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

CX Journey

APRIL 19, 2016

Kevin Kruse defines the ROI or the business impact of employee engagement (which is just one component or measure of the employee experience, along with trust, happiness, satisfaction, retention, etc.) A couple of examples of companies with committed CEOs that come to mind include: Southwest Airlines, Zappos , Amazon, and Barry-Wehmiller.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

Beyond Philosophy

APRIL 15, 2019

Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Singapore Airlines, which has been consistently voted one of the top airlines in the world, has a strong customer service culture. Add to it that leadership also wants to have an ROI. into company routines.

Culture 114

Culture Customer Service Leadership Airlines 114

Retently

AUGUST 22, 2018

“You can’t have a mid-life crisis in the airline industry, because everyday is a crisis.” – Herb Kelleher. Maintaining an airline is a mess. However, in the pursuit of keeping their operational costs lower, airlines often compromise on one element that has become the crucial competitive differentiator – customer experience.

Airlines 76

Airlines Customer Satisfaction NPS Net Promoter Score 76

Currency Alliance

OCTOBER 12, 2020

About three years ago, I was flying from Barcelona to New York on United Airlines. Points are just an excuse to start a dialog with customers, keep score, and enable an economy based on an incentives currency. Points are still relevant because they are an easy way to keep score.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Elevio

APRIL 12, 2017

Shinesty ranked 1st in Customer Effort Score, receiving the highest score among all companies using CES. In a personal experience, I remember being super annoyed with a certain airline that I called and immediately said, “Can I speak with someone who has the authority to solve my problem?” Our 90 NPS score, 9.9

Effort Score 40

Effort Score Airlines Measurement Brands 40

Currency Alliance

JUNE 16, 2020

The incredible degrees of customer engagement that have been achieved, should inspire and guide the efforts of loyalty marketers in the coming year. Vodafone may be keeping score behind the scenes with a unit of measure like points, but customers don’t know. Hybrid points programs.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

C3Centricity

AUGUST 17, 2020

Another CNBC article highlights others including cruises, fitness, energy and airlines. With so much information available today, marketing is being challenged to demonstrate its ROI. This might explain why they are still putting their efforts into brand building, sometimes to the detriment of their customers, consumers and clients.

Strategy 158

Strategy Customer Centricity Social Media Analysis 158

Currency Alliance

JUNE 11, 2019

Granted, such efforts have underpinned the early successes of neobank startups. In 2017, Santander began an effort to move away from ‘big, molasses segments, like first-time house buyers’ and instead ‘reach people at specific parts of the customer journey with content that ‘was exactly relevant to them at the time’. References. [i]

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Gainsight

APRIL 21, 2022

When it comes to travel, they say half the fun is getting there—though it usually depends on which airline you take! . If a customer health score isn’t based on quantifiable metrics, it doesn’t lend itself to accurately assessing how customers are doing and finding the best way to help them achieve their desired outcomes. .

Measurement 98

Measurement Effort Score Metrics Customer Success 98

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. Aimee Lucas. Martin Hill-Wilson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

C3Centricity

DECEMBER 3, 2018

With so much information available today, marketing is being challenged to demonstrate its ROI. This might explain why they are still putting their efforts into brand building, sometimes to the detriment of their customers, consumers and clients. You will immediately make noticeable progress. MARKETING IS TOO BUSY BUILDING BRANDS.

Strategy 149

Strategy Poor Customer Service Social Media Analysis 149

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. Aimee Lucas. Martin Hill-Wilson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySparrow

SEPTEMBER 20, 2022

Colleen Barrett, Southwest Airlines, President Emeritus: “To earn the respect (and eventually love) of your customers, you first have to respect those customers. Roger Staubach, Board Member of American Airlines and Cinemark: “At a car dealership, the person who sells the car is the hero, and also gets the commission.

Customer Success 52

Customer Success Airlines Effort Score Net Promoter Score 52

Currency Alliance

MARCH 20, 2020

Do this first, and you will generate high-velocity point earning and redemption; a virtuous ecosystem that drives significant ROI, and significant barriers to competitors trying to make a similar move. Brainstorm for each how you could cut 10-50% of that cost with a little concerted effort. Maintain low operating cost. What to do?

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Customer Guru

MARCH 7, 2018

There is also this pleasant memory with the airline that I would like to share. British Airways had started a new initiative called ‘Golden Ticket’ whereby all the gold card holders could give a ticket to any airline staff who provided them with a memorable service. I was the only one who got four in a year!

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Currency Alliance

NOVEMBER 16, 2021

Because many brands spend so little effort defining the mix of options in their reward catalogs, the investment in acquiring new members is often wasted. A formula I started using many years ago helps evaluate how much motivation can be created: Motivation = Perceived Value of the Reward * Likeliness of Earning It * (1- the effort).

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

Because many brands spend so little effort defining the mix of options in their redemption catalogs, the investment in acquiring new members is often wasted. A formula I started using many years ago helps evaluate how much motivation can be created: Motivation = Perceived Value of the Reward * Likeliness of Earning It * (1- the effort).

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

OCTOBER 4, 2023

Many customers won’t make much effort at the POS, however – so the requirement for this interaction should be balanced with the customer’s time and patience for engaging with promotions. Customer effort – will the customer consider the work of engaging your collection mechanic to be worth the reward?

Loyalty 59

Loyalty Loyalty Programs Retail Banking 59

Currency Alliance

FEBRUARY 26, 2019

We believe these trends will occupy most brands’ efforts during 2019. Customer data: maximize ROI. You can see this in the Gartner CMO survey: Loyalty marketing has traditionally suffered from the difficulty in measuring ROI (especially in the short-term). Maximize ROI from Customer Data.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

OCTOBER 29, 2019

Brands have become much better at this kind of thing; United and Lufthansa are just two airlines to have switched to dynamic rewards pricing in 2019. Correctly managed, your loyalty program can be the antidote to the wastage of other forms of offline or digital marketing: a tightly-run, carefully measured profit center that optimizes ROI.

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. Loyalty programs usually take the form of memberships that confer rewards, such as airline frequent flyer programs.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Ian Williams

MARCH 19, 2020

If that makes any… I member with one particular pace, where the organisation was in a bad place in terms of its satisfaction scores, it was kind of, it was monitored, it was sat in a bad place. Christopher: Well, I mean, I think… I’ve profited from other’s mistakes. We’re getting there. Christopher: And up in that space….

Leadership 52

Leadership Customer Journeys Course Exercises 52

Currency Alliance

APRIL 10, 2021

Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. You might have noticed that several airlines mortgaged their loyalty programs in 2020 for many billions of dollars. A minority of teams are brilliant, but the majority have only executed ‘OK’.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2021

In my opinion, if someone believes they have reached ‘best practice’, then they typically stop thinking about how to create more value for all stakeholders, and simply allow inertia to drive their customer engagement efforts. You might have noticed that several airlines mortgaged their loyalty programs in 2020 for many billions of dollars.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

SurveySensum

FEBRUARY 10, 2022

Given its significance, how do you improve your Net Promoter Score? Here are the 11 surefire strategies that can help you increase the Net Promoter Score. The first step to improve your NPS score is to understand the CURRENT STATE of your NPS Program. In every QBR meeting, discuss the NPS score for each department.

NPS 52

NPS Net Promoter Score Strategy Effort Score 52

SurveySensum

FEBRUARY 3, 2022

Given its significance, how do you improve your Net Promoter Score? Here are the 11 surefire strategies that can help you increase the Net Promoter Score. The first step to improve your NPS score is to understand the CURRENT STATE of your NPS Program. In every QBR meeting, discuss the NPS score for each department.

NPS 52

NPS Net Promoter Score Strategy Effort Score 52