Beyond Philosophy

JANUARY 18, 2017

airlines, sizing them up according to factors that matter to travelers, including delays, on-time arrivals and lost baggage. Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. The Wall Street Journal has released its annual scorecard of U.S.

Airlines 60

Airlines Travel Culture Consulting 60

Kayako

MAY 13, 2022

As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Simply put, customer satisfaction measures whether your products and service meet or exceed your buyers’ expectations. Fortunately, customers also like to help themselves.

Self Service 275

Self Service Knowledge Base e-support Policies 275

InMoment XI

NOVEMBER 20, 2023

In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience. This personalization not only enhances customer satisfaction but also drives sales and fosters brand loyalty.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

LoyaltyPlus

SEPTEMBER 1, 2021

The COVID-19 pandemic has had a devastating impact on the global airline and hospitality sector. Deloitte research has found that at the peak of the lockdown measures, several European countries experienced a staggering 99% decrease in bookings on popular accommodation sites when compared to 2019. Customers want to feel valued.

Loyalty 52

Loyalty Airlines Hospitality Hotels 52

CX Journey

MAY 8, 2019

When companies focus on people, their people - employees first, then customers - the numbers will come. They know the old management adage, companies are in business to maximize shareholder value, all too well. From the book: Internal quality is measured by the feelings that employees have toward their jobs, colleagues, and companies.

Airlines 88

Airlines Travel Loyalty Customer Satisfaction 88

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

NICE inContact

AUGUST 9, 2018

Not only is it difficult for companies to consistently generate “yes” answers to these questions—many companies struggle to be able to answer these questions at all. The CEB has found that moving a customer from a “1” to a “5” boosts their loyalty by 22%, while moving a customer from a “5” to a “7” only boosts loyalty by 2%.

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

Currency Alliance

JUNE 1, 2020

This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. Loyalty marketing is a mix of science and art, but in its most basic form, loyalty programs are a value exchange. One year ago, there might have been 2 people in 50.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Beyond Philosophy

SEPTEMBER 23, 2021

His new book, I’ll Be Back: How to Get Customers to Come Back Again and Again , has some fantastic ideas on building customer loyalty. . The CEO told Hyken that they measure the success of their Customer Experience efforts in many ways, from Customer Satisfaction feedback to Net Promoter Score ®.

Airlines 109

Airlines Net Promoter Score Self Service Comparison 109

Interactions

MARCH 2, 2023

Cost constraints may lead some companies to prioritize downsizing measures over investing in customer experience (CX). Companies that prioritize customer experience may find that it pays off in increased customer loyalty and satisfaction. Sometimes a customer just needs to speak to someone,” he says.

Self Service 62

Self Service Airlines eBook Loyalty 62

GetFeedback

JANUARY 12, 2020

What’s behind the improved performance is what some call the “loyalty effect.” Great experiences lead to higher levels of customer loyalty which, over time, not only increases revenue growth but also reduces costs. . Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

GetFeedback

APRIL 8, 2019

In fact, an estimated 65% of companies track NPS scores , making it the most coveted customer experience metric measured by companies. The responses will be a key indicator of customer loyalty and overall customer satisfaction. . To understand what is a good NPS score for your company, you should examine industry data.

NPS 247

NPS Net Promoter Score Effort Score Metrics 247

Currency Alliance

JUNE 16, 2020

For most of the last decade, loyalty marketing seemed to be on autopilot for many brands – but the tide is turning. Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. Brilliantly, Voxi has spun this very feature into a loyalty driver.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was talking to a chief marketing officer (CMO) of a multinational company the other day who wants to change the organization (and believe me, I know this organization; he’s right).

Culture 167

Culture Airlines Call Center Customer Centricity 167

Customer Bliss

MAY 15, 2019

The idea of “customers as assets” gives you a simple way to measure whether you did or did not earn the right to customer-driven growth. The day after the store opened, she went over and registered Buddy, signed up for the loyalty program, and made an appointment for his first grooming. And she just loved the convenience.

Case Study 164

Case Study Chief Customer Officer Video Course 164

Michelli Experience

APRIL 14, 2017

According to Bruce Temkin’s 2016 study , after a positive emotional experience, customers are 15 times more likely to recommend a company. But do the current solutions deliver on the key question that companies should be asking themselves: How can we provide a positive emotional experience to our customers? 15 times more likely !

Analysis 223

Analysis Feedback Effort Score NPS 223

GetFeedback

JUNE 10, 2019

We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle. This is an essential part of a company’s growth. It’s not uncommon for companies to struggle to gather feedback that is actually useful or even get enough responses.

Feedback 199

Feedback Survey Conference Airlines 199

CX Journey

AUGUST 29, 2017

Image courtesy of Pixabay Does your company put employees first? Sadly, that's the case for a lot of companies. This post is all about where employees fall in order of importance in your company. Without products, and customers who buy them, there is no company. Herb Kelleher, Southwest Airlines Who comes first?

Airlines 162

Airlines Culture Employee Engagement Leadership 162

Horizon CX

OCTOBER 2, 2023

An airline Gate Agent is asked by a passenger to check-in for a same-day, earlier flight. The Experience Gap is Alive and Kicking The experience gap (delivery gap, Bain & Company, 2005) is well known: 80% of CEOs say they deliver great experiences, whereas only 8% of customers agree. A company lives in a sea of data.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

Beyond Philosophy

JULY 5, 2015

Performance measurement is focused, and shared, on what most monetizes customer behavior (loyalty, emotion, and communication metrics such as brand bonding and advocacy, replacing satisfaction and recommendation). Customer Awareness. Support experiences are strategic, nimble and seamless, and often omni-channel.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Southwest Airlines began at Love Field in Dallas. Are they perfect?

Customer Focused 40

Customer Focused Company Airlines Culture 40

ShepHyken

JUNE 5, 2017

Airlines in search of customer loyalty need to do more than improve service b y Nick Francis. The Hill) In the wake of recent incidents and subsequent PR nightmares — not to mention congressional tongue-lashings — airlines are attempting to make up for their customer service shortcomings. Some companies put it into marketing.

Airlines 74

Airlines Customer Service Retail Telecommunications 74

ShepHyken

DECEMBER 9, 2019

How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. My Comment : How does Southwest Airlines continue to deliver extraordinary customer service in the airline industry? Here are four extremely important measurements that you can’t afford to miss.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

Currency Alliance

JUNE 11, 2019

“Extra” was a 4% interest rate which earned the average working family £100-200 a year – the kind of value you can earn from a supermarket loyalty card. In legacy banking loyalty models, these customers are instead prone to disloyalty in exchange for tiny rewards, and likely to be of very poor lifetime value (LTV) to your business.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Experience Investigators by 360Connext

JUNE 1, 2017

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

ECXO

APRIL 26, 2023

High levels of customer satisfaction, loyalty and advocacy are built on well-designed user experiences; products and services that customers want and need. Collaboration also makes it easier to measure the impact of investment if there are shared goals and KPIs. But, no matter the level, working together is crucial. The reason?

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

Experience Matters

OCTOBER 13, 2015

This is the fourth year of this study that includes Net Promoter® Scores (NPS®) on 291 companies across 20 industries based on a study of 10,000 U.S. Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

CSM Magazine

JUNE 21, 2018

Fatal flaws in customer experience (CX) foretell the demise of many companies. The Profit Impact of Market Strategy’s database found that companies who lead in service have 12 times the profitability and 9% greater growth than poor service providers. Which of these CX flaws sidetrack your company? The company floundered.

Company 40

Company Customer Experience Net Promoter Score Effort Score 40

Kustomer

JANUARY 21, 2021

Learn how Steve and Troy are helping CX leaders make steady progress to achieve the next level of CX excellence for their companies by listening to the podcast below. All too often, companies find themselves having to solve more complicated issues in B2B communications, sometimes forgetting the human at the other end of the interaction.

B2B 95

B2B Company B2C Customer Centricity 95

Up Your Service

MARCH 17, 2020

As an example, Google’s CEO Sundar Pichai sent a company-wide memo titled “Taking Care of Each Other. ”. Airlines have shifted from the language of inspirational experience — promoting pampered luxury — to a service language of education about enhanced cleaning and disinfection measures used for your protection.

Airlines 83

Airlines Social Media Policies Leadership 83

inmoment

AUGUST 27, 2020

Keeping commitments is much easier said than done, but customer loyalty lives and dies by companies’ ability to follow through. Succeed, and the brand generates loyalty and retention. Fail, and the organization ends up burning bridges—potentially permanently. So, how can brands avoid breaking promises? Delivering The Goods.

Brands 52

Brands How To Airlines Loyalty 52

Ann Michaels and Associates

SEPTEMBER 9, 2019

Many companies strive to achieve a great product or service but forget the other side. A startup company that offers internet phone calls explained; “Most of our sales and support processes are managed by phone contact, so we can tell you from our experience that our customers know when we smile and that’s why we do it.

Net Promoter Score 80

Net Promoter Score Airlines Retail Measurement 80

SurveySensum

SEPTEMBER 21, 2023

There are two companies A and B having similar numbers of customers and both want to increase their business. Company A, decided to run a substantial marketing campaign, investing hundreds of dollars in hopes of acquiring new customers. Unfortunately, the campaign only yielded two customers, generating a total of $50 in business.

Customer Retention 52

Customer Retention Strategy Gamification Loyalty Programs 52

NetBase

FEBRUARY 7, 2020

And it has consumers and investors talking, while creating a host of opportunities for the airline. based airline to set this goal, though UK-based EasyJet threw its hat in the ‘carbon neutral ring’ first , this past November. Social listening reveals all. Carbon Neutral Business Impact. JetBlue is the first U.S.-based

Consumers 67

Consumers Airlines Trends Social Media 67

CSM Magazine

OCTOBER 5, 2020

As an example, Google’s CEO Sundar Pichai sent a company-wide memo titled “Taking Care of Each Other. ”. Airlines have shifted from the language of inspirational experience — promoting pampered luxury — to a service language of education about enhanced cleaning and disinfection measures used for your protection.

Airlines 52

Airlines Policies Government Leadership 52

InteractionMetrics

OCTOBER 16, 2023

Defining Customer Experience Customer experience is what we hear, see, and feel when interacting with a company PLUS what we bring to a company based on its claims and values – and what other companies do. Note that often CX is defined ONLY as the touchpoints a customer has with a company. Not a peep from the company.

Customer Experience 52

Customer Experience Effort Score Survey Net Promoter Score 52

Zeisler Consulting

JANUARY 25, 2021

loves that many of their employees are also Customers (and rightly seeks out their input as Customers), and while Southwest Airlines likewise puts a premium on what their employees say when they fly as passengers, neither would likely mistake them for Customers, generally speaking. For example, while I’m sure Zappos!

Airlines 93

Airlines Culture Employee Experience Customers 93