CCO Council

NOVEMBER 21, 2019

A major airline found their internal customer satisfaction ratings dropping. Unless you work for the DMV, employees typically WANT to do what is right for the customer. The Customer Performance Framework systematically moves customers toward the realization of their objectives and towards advocacy of your brand.

Chief Customer Officer 52

Chief Customer Officer Employee Engagement Engagement Airlines 52

Beyond Philosophy

FEBRUARY 27, 2017

I’ve also qualified for airline elite status after a busy travel year, and then watched the perks squandered when I didn’t fly as much in the next one. But rewards programs alone – no matter how good – aren’t going to create customer loyalty. Astonishing Benefits of Training Your Employees.

Rewards Programs 60

Rewards Programs Hotels Travel Chief Customer Officer 60

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. can cause a costly customer experience snafu. Why this order?

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Qualtrics

JANUARY 2, 2019

The Government Accountability Office ( GAO ), an agency that works to improve the performance and accountability of the federal government continue to evaluate and report on federal agency customer experience practices. His 2018 book Customer Experience Culture in Government includes practical insights from those years.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Storyminers

JULY 6, 2020

Previously, he founded Ogilvy & Mather’s strategy practice (sales enablement, service design and employee experience) charged with “making brands more human”. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. Jeremy Watkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Previously, he founded Ogilvy & Mather’s strategy practice (sales enablement, service design and employee experience) charged with “making brands more human”. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. Jeremy Watkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Michel Falcon Experience

FEBRUARY 19, 2016

Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. When I was getting my career started, Zappos was fast becoming a recognized company for their customer-focused culture. Zappos, Southwest Airlines, Apple, Amazon and WestJet.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60