Wired and Dangerous

OCTOBER 29, 2018

Crisis management for a space shuttle involves engineering and scientific logic. Crisis management for a service issue requires customer logic. It is that strategy that informs all crisis management tactics and communication responses. And, what discipline would inform your organization’s response—PR or CEM?

CEM 93

CEM Airlines Strategy Financial 93

Experience Investigators by 360Connext

JANUARY 8, 2018

Airlines have long practiced “re-accommodating” ticketed passengers. In one case, a banking client of mine realized the signs on their branch doors were outdated just by asking this question of branch managers. We know what bothers our customers when they get snarky but not super angry on Twitter or our Facebook wall.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

Wired and Dangerous

JULY 29, 2019

Crisis management for a space shuttle involves engineering and scientific logic. Crisis management for a service issue requires customer logic. It is that strategy that informs all crisis management tactics and communication responses. And, what discipline would inform your organization’s response—PR or CEM?

Management 23

Management CEM Airlines Social Media 23

Wired and Dangerous

MARCH 28, 2016

Crisis management for a space shuttle involves engineering and scientific logic. Crisis management for a service issue requires customer logic. It is that strategy that informs all crisis management tactics and communication responses. And what discipline would inform your organization’s response—PR or CEM?

CEM 70

CEM Airlines Strategy Customers 70

Wired and Dangerous

OCTOBER 26, 2015

It is this fact that Toyota and American Airlines failed at in service recovery, while JetBlue and J&J succeeded. Customer logic is never alone in shaping a service recovery (crisis management) strategy. And what discipline would inform your organization’s response—PR or CEM? Image credit: DarkoStojanovic.

CEM 70

CEM Airlines Strategy Financial 70

Beyond Philosophy

OCTOBER 8, 2014

Airlines don’t either. Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

DECEMBER 14, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Do they manage conflict? Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

AUGUST 13, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Do they manage conflict? Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Customer Alignment

DECEMBER 18, 2017

Implementation of voice of customer (VOC) programmes and platforms also known as Customer Experience Management (CEM) and NPS programmes in companies, large and small, has helped organisations collate and shape their customer feedback – and go out and get more. Othello ) So, there was much talk. 2017 promised such a lot.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

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. Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

Beyond Philosophy

JUNE 11, 2015

Airlines, as well, are doing their part to diminish the perceived value of their customer loyalty programs. Certainly, frequent flyers have been bitterly complaining about these airlines, and the “quite shameful” and “blow to the solar plexus” moves, on social media and online forums.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

Beyond Philosophy

JULY 5, 2015

Management model is far more horizontal, replacing traditional hierarchy; and there is an emphasis on teaming, and inclusion of customers, to create or enhance value. Customer Sensitivity. Customer Focus. Everyone is involved in providing value to customers – from C-suite to front-line – and everyone understands his/her role. .

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 60

Consumers Self Service Study Retail 60

Beyond Philosophy

JULY 30, 2015

Next to airlines, few places on Earth take greater advantage of Customer’s poor planning and laziness than the hotel mini bar. But having the shampoo in the shower is handy—especially if you are already showering and are ready to wash your hair, and didn’t necessarily remember to grab it off the counter next to the bloody sink.

Customer Experience 60

Customer Experience Hotels Airlines Exercises 60

ProProfs Chat

JUNE 19, 2020

For easy scheduling and management of recurring surveys, c ompanies are actively using the best net promoter score survey software. NPS survey software like ProProfs Survey Maker helps companies to manage multiple campaigns to identify unsatisfied customers/employees as well as brand advocates. Airlines. Auto Insurance.

Net Promoter Score 78

Net Promoter Score NPS Insurance Survey 78

PeopleMetrics

OCTOBER 25, 2017

Market research shows that the Customer Experience Management (CEM) market is estimated to grow from USD 5.06 For example, it’s no coincidence that airlines with the best CX ratings also boast the highest percentage of on-time arrivals. The best CEM programs unify your entire enterprise around CX and the VoC.

CEM 122

CEM Customer Experience Customer Centricity ROI 122