Oracle

NOVEMBER 5, 2018

Modern Customer Experience 2018 is heading to Europe and will take place in Amsterdam (November 6), Frankfurt (November 13), London (November 14), and Stockholm (November 15) with planned sessions on topics including keeping up with customer demands, expanding your network, the future of customer loyalty, and more.

Customer Experience 40

Customer Experience Hotels B2B Innovation 40

CX Journey

JANUARY 23, 2019

It appeared on their blog on May 8, 2018. While customer experience strategies and transformations must include a priority focus on the employee experience, they often don’t. Many companies believe they can improve the customer experience without improving the employee experience.

Culture 94

Culture Leadership Customer Centricity Airlines 94

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Second to None

MARCH 30, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by AdWeek on March 30, 2018: “In 1997, I was flying out to San Jose, Calif., Here are three fundamental tools for building a superior customer-service strategy. to attend a meeting that could transform my career.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Second to None

AUGUST 2, 2018

Another example of a negative moment invading the zeitgeist and greatly impacting the reputation of a national brand occurred in April 2018, on a United Airlines flight from Chicago to Kentucky. In this instance, a customer who refused to give up his seat after the airline overbooked his flight was violently removed from the aircraft.

Brands 59

Brands Airlines Social Media Voice of Customer 59

Team Support

DECEMBER 21, 2021

According to Forrester, there was a 10% increase in the average order value for customers who used live chat before making a purchase. Virgin Airlines grew conversion rates by 23% by adopting live chat. Power’s findings, a leading 42% of customers prefer live chat, versus 23% for email and 32% for phone support.

B2B 98

B2B Software Airlines Communication 98

West Monroe

JUNE 8, 2018

West Monroe attended the 2018 CS Week conference hosted in Tampa earlier this month. CS Week is the premier annual educational and customer service conference serving electric, gas, and water/wastewater utility professionals globally. But I was simply blown away this year by the industry paradigm shift to “customer-centric thinking”.

Loyalty 40

Loyalty Self Service Chatbots Retail 40

Clarabridge

FEBRUARY 23, 2017

Award winners belong to an exclusive circle of leaders and innovators in customer experience. They combine leading-edge technology with customer-centric policies and procedures to improve consumers’ experiences, satisfaction and loyalty for the betterment of their business. What’s in it for you? 3- Get some solid PR.

Customer Experience 49

Customer Experience Hotels Airlines Social Media 49

Clarabridge

FEBRUARY 21, 2017

Award winners belong to an exclusive circle of leaders and innovators in customer experience. They combine leading-edge technology with customer-centric policies and procedures to improve consumers’ experiences, satisfaction and loyalty for the betterment of their business. What’s in it for you? 3- Get some solid PR.

Customer Experience 40

Customer Experience Hotels Airlines Social Media 40

C Space

MARCH 12, 2020

Airlines & Travel. Many airlines are now offering waivers or refunds for travellers wishing to change or cancel flights – but terms and conditions are often restrictive and usually exclude flights purchased before coronavirus concerns surfaced in late February or early March. Looking for more Outside In thinking?

Brands 52

Brands Airlines Fashion Travel 52

C3Centricity

AUGUST 17, 2020

Up until the covid-19 virus hit across the globe, almost every single organisation, big or small, recognised the importance of satisfying their customers. But most of them were only giving lip service to customer-centricity and very few were actually going beyond voicing their opinions. What do you think?

Strategy 158

Strategy Customer Centricity Social Media Analysis 158

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ijgolding

AUGUST 6, 2018

This will be the tenth time I have used the service in 2018. In 2018, to date, I have flown on 51 – 136 aeroplanes in one and a half years. is as follows: What is the actual experience the airlines and train companies I choose to interact with want me to have? In other words, what is their ‘desired customer experience?’.

Customer Experience 148

Customer Experience Travel Transportation Airlines 148

Kustomer

APRIL 15, 2021

And it turns out putting customer reps in those environments means they deliver actually better outcomes, more customer-centric outcomes, and they deliver better results for their companies, higher NPS scores, lower churn, higher cross-sell and up-sell. Matt Dixon: (22:36). We’re not going to script you. I can see why.

Omni-Channel 92

Omni-Channel Effort Score Contact Center Call Center 92

CSM Magazine

JANUARY 23, 2019

Customers form their perceptions of their experience with an organization in three ways: First, whether the experience helps them achieve their goals, and fulfills their needs; Second, how easy the experience is for them; Third, how it makes them feel. The Temkin Group, a customer experience research organization, asked U.S.

Customer Experience 49

Customer Experience Airlines Travel Banking 49

C3Centricity

DECEMBER 3, 2018

These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers. They talk about customer centricity but very few actually go beyond voicing their opinions. Just think customer first in everything you do!

Strategy 149

Strategy Poor Customer Service Social Media Analysis 149

Eptica

NOVEMBER 12, 2019

In general, it tends to be biased towards brands that make people feel pleasant or “happy” Usually, this translates into high NPS scores for companies that are service-focused (such as Virgin Atlantic and Zappos) or service-related (like Southwest Airlines and Amazon). 5 ways CEOs can build truly customer-centric organizations.

NPS 74

NPS Net Promoter Score Metrics Airlines 74

GetFeedback

JANUARY 6, 2020

Let’s take a B2C example, such as passenger airlines which have millions of customers. Survey targeting and tailoring could be done based on frequent flyer status, an important indicator of customer value. CustomerThink research finds that more mature and successful CX initiatives use multiple sources of customer feedback.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

Chattermill

JUNE 25, 2018

How Amazon is taking over the world by focusing on Customer Experience above all else. by Mikhail Dubov on 26 Jun 2018. customer experience. Put the customer first. Early on Amazon billed itself as Earth’s Most Customer-Centric Company. Why CX will win the day and how Amazon is getting it done.

Customer Experience 76

Customer Experience Retail e-support Airlines 76

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. Accelerating customer-centricity.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. Without confidence in text analytics, this vast and expanding unstructured data has remained ‘dark data’ as some call it – the untapped bank of customer insight. This is set to change in 2018 – so watch out for that. Forget failures.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Currency Alliance

MAY 9, 2019

Last December, a McKinsey report said that 2018 represented… “…a tipping point from thinking, talking about, and planning for future mobility to implementing it.…when The customer appreciated our help in navigating unfamiliar environments safely, while still having an element of choice. It was a profitable discovery.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Currency Alliance

DECEMBER 4, 2023

It’s tempting for a coalition operator to become greedy and use its position to command a disproportionate amount of the customer value. This undermines loyalty; it’s a strategy that sank Plenti – American Express’s attempt at a coalition – in 2018.

Loyalty 59

Loyalty Trends Data Marketing 59

Customer Guru

MARCH 7, 2018

Their need partly arose from a very crucial fact about Indian aviation: India has 200 airports and airstrips that are fully functional, but only 80 of them are connected by commercial airlines. As we design and cultivate our market, we look forward to solving new challenges in 2018 and that’s what truly keeps me going.

Competitive Advantage 73

Competitive Advantage Airlines Hospitality Hotels 73

C Space

OCTOBER 1, 2018

A focus on the experience provided – and the emotional needs of their customers – enable these value brands to appeal to new, more affluent audiences. To understand how and why, let’s look at two success stories; Costco and Southwest Airlines. Southwest Airlines. And at first glance, its 2018 CPS of 5.58

Brands 40

Brands Airlines Retail Customer Centricity 40

C Space

OCTOBER 1, 2018

Christina turns stats to story and is the lead researcher of our 2018 Customer, Experienced. In C Space’s 2018 report, Customer, Experienced. some of the most vilified and poorest rated industries include telecommunications, financial services and airlines. Alaska Airlines put customers first.

Trends 40

Trends Brands Airlines Wireless 40