InMoment XI

OCTOBER 28, 2021

As Jan Carlzon, former CEO of Scandinavian airline SAS, once said, “If you’re not serving the customer, your job is to be serving someone who is.”. Nearly all companies are organized around functional silos—sales, marketing, operations, pricing, finance, HR, IT, etc. Which really means it encompasses all aspects of your organization.

CRM 493

CRM Airlines Government ROI 493

COPC

JULY 20, 2023

Overview Service level is one of the most important metrics for a contact center to measure and manage and has been in place since contact centers evolved. As an illustrative example, think of phoning an airline. Low occupancy is expensive to the company, and callers do not necessarily value faster speeds of answer.

Abandon Rate 69

Abandon Rate Measurement Contact Center Metrics 69

PeopleMetrics

FEBRUARY 13, 2018

On a recent fight on American Airlines, however, I experienced the opposite of an easy experience - it indeed had quite a bit of friction and effort. American Airlines turned the Wi-Fi experience from one that was easy and enjoyable to one that is clunky and full of friction. Let me explain. Photo by Javier Cañada on Unsplash.

Airlines 66

Airlines CEM Travel Software 66

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

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” Unfortunately, using buying behavior as the measure of loyalty does not distinguish loyal behavior from inertia or habit. The one that immediately came to my mind was my cable company. By all behavioral measures, I am a loyal customer.

Loyalty 172

Loyalty Airlines Banking Customers 172

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 151

Airlines Travel Loyalty Customer Satisfaction 151

GetFeedback

JULY 19, 2019

Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. A VoC program must be capable of finding the true pulse of the customer so that businesses can use that information to make the company better. . Too many companies focus on customer touchpoints. We all feel it.

ROI 309

ROI How To Touchpoint Hotels 309

NetBase

MARCH 26, 2019

Measuring influencer marketing success requires a particular set of skills – skills that go beyond typical ROI savvy, to criteria that specifically relates to influencers. And what’s the measure? And both need to happen before and after engaging influencers, so they have a baseline to measure against. But is it working?

ROI 66

ROI Measurement Metrics Marketing 66

Beyond Philosophy

DECEMBER 14, 2023

Most organizations don’t have a way of measuring loyalty, but they do have a way of measuring repeat business. If you want to distinguish, it is essential to measure additional behavior in addition to repeat business. The airline sees it as a loyalty program for frequent flyers.

Loyalty 88

Loyalty Rewards Programs Loyalty Programs Airlines 88

Customer Bliss

JULY 29, 2021

I’ve had the great honor of working with Southwest Airlines for many years and spent a lot of time talking to, not only Herb Kelleher, but Colleen Barrett who was the president (now president emerita). And I had, for example, 5 million miles with American Airlines. Bringing more people?” Did we gain volume and value?

Leadership 185

Leadership Airlines Customers Measurement 185

Beyond Philosophy

SEPTEMBER 23, 2021

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 ®. Hyken thought it was brilliant because it measures customer behavior rather than customer sentiments. . Discuss companies you like doing business with and why.

Airlines 109

Airlines Net Promoter Score Self Service Comparison 109

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. While CSAT is a transactional measure and NPS is a relationship metric, CES can be either. It measures the strength of the customer relationship. 6) Agree.

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

Comm100

FEBRUARY 22, 2021

However, all federally regulated organizations in Canada are subject to PIPEDA including: airports, aircraft and airlines banks and authorized foreign banks inter-provincial or international transportation companies telecommunications companies offshore drilling operations radio and television broadcasters. . Comm100 Free.

Telecommunications 147

Telecommunications Transportation Banking Airlines 147

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. Let’s look at a few key ways self-service portals benefit customers and companies.

Self Service 275

Self Service Knowledge Base e-support Policies 275

ShepHyken

MAY 16, 2022

Peter Drucker is often quoted as saying, “You can’t manage what you can’t measure. In addition to the traditional metrics, my take is that you should also measure customer behavior. Measuring behavior gives us real-time information. How to Measure CX Impact by Jim Tincher. How to Measure CX Impact by Jim Tincher.

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

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

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

Beyond Philosophy

OCTOBER 29, 2020

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). The CMO stopped me because he knew right away that it wouldn’t work for their company. Also, include how you want to measure it.

Culture 167

Culture Airlines Call Center Customer Centricity 167

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. In general, an NPS score that’s 0 or below should tell you that your company needs serious improvement. A Net Promoter Score, or NPS, has become a necessary customer experience metric.

NPS 247

NPS Net Promoter Score Effort Score Metrics 247

Beyond Philosophy

MARCH 31, 2020

Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world. So airlines might even stream live to passengers how the plane is being cleaned … who knows.

Self Service 199

Self Service Airlines Hospitality Travel 199

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. Improved Customer Retention AI’s ability to actively listen for qualitative feedback and identify pain points allows companies to proactively address customer concerns.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

ijgolding

DECEMBER 4, 2017

The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ Customers of an airline, for example, need a seat in an airplane that will take them safely to their destination on time.

Metrics 256

Metrics Net Promoter Score NPS Measurement 256

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.

Self Service 62

Self Service Airlines eBook Loyalty 62

Beyond Philosophy

DECEMBER 10, 2021

Reichheld says most companies have mangled the original NPS concept with leaderboards that compare scores between employees or withholding compensation related to it. For example, Bain and Company, where Reichheld worked when inventing the concept, was the first to adopt it. So, the need to measure is crucial. . Buy his book!

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Interactions

MARCH 6, 2023

Frontier Airlines recently closed its call center as a cost-cutting measure. For example, Amazon announced that it will cut more than 18,000 jobs , citing economic uncertainty. JPMorgan economists think inflation could lead to a recession pushing the unemployment rate to nearly 5%, reversing more than a year of job growth.

Airlines 62

Airlines Call Center Technology Industry 62

Customers Rock!

AUGUST 16, 2012

And when things go wrong, customers often flock to social media to air their grievances; a perfect example is the article I recently co-authored for Forbes Online, with Mark Fidelman , about the Southwest Airlines 3 Million Fan Flash Sale fiasco. Here is a typical customer service tweet: Does anyone know if COMPANY X has a Twitter?

Social Media 227

Social Media Airlines Guidelines Customers 227

CX Journey

AUGUST 16, 2017

His last overall, cross-industry comparison was done in 2015; in 2016, he focused on the ROI of customer experience in the insurance industry , and in 2017, he has focused on the airline industry. Companies with high or improving scores had higher stock returns than their competitors and outperformed market indexes.

Customer Experience 142

Customer Experience ROI Comparison Airlines 142

Aveus

JULY 12, 2017

Companies that win during times of heavy creative destruction do so by maniacally focusing on the needs of their customers. Let’s look at an example of a company who has focused on its customers consistently over time, and evolved its operations and employee experience to meet the ever-changing demands of the marketplace.

Airlines 100

Airlines Effort Score Travel Culture 100

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

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

Experience Matters

MAY 20, 2015

For the previous five years, we’ve measured effort as part of the Temkin Experience Ratings. This year, we examined 293 companies across 20 industries based on a survey of 10,000 U.S. consumers (see methodology section below). I decided to showcase the results from the effort component of those ratings.

Effort Score 120

Effort Score Airlines Hotels Retail 120

Brandwatch CX

JANUARY 30, 2019

As a reflection of both a brand’s promise and a commitment to customer service, social media is every company’s main channel for showcasing customer experience. How we measured CX using social listening. Airline and telecom brands are most responsive. But which brands are truly making the most of social media?

Brands 83

Brands Customer Experience Social Media Airlines 83

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

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. Customer behavior is recognized as essential to enterprise success, and optimal relationships are sought.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Confirmit

MAY 18, 2020

As airlines struggle with the reality of furloughing staff, redundancies, and further cuts to weather this storm, it’s completely understandable focus and priorities have changed. How else are airlines to know that their proposed changes will work? By listening and having an open dialog now airlines will move forward.

Airlines 59

Airlines Travel Government Feedback 59

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

PeopleMetrics

JUNE 4, 2019

B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. For example, in the airline industry, customers with the highest CLV are frequent fliers.

B2C 122

B2C B2B CEM Airlines 122