ShepHyken

MAY 16, 2022

Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter. Peter Drucker is often quoted as saying, “You can’t manage what you can’t measure. by Jonathan Byrnes and John Wass.

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

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

DECEMBER 10, 2021

Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. Reichheld says most companies have mangled the original NPS concept with leaderboards that compare scores between employees or withholding compensation related to it. So, the need to measure is crucial. . Buy his book!

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

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. What do they have in common?

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

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

NetBase

OCTOBER 12, 2018

You know Social Media Analytics are important – yet 81% of executives surveyed don’t feel their company is using social to its full potential. Which metrics matter most as you strive to change that statistic? We talked about 11 social media metrics worth mastering in a recent Adweek webinar. Engagement. What’s trending?

Social Media 49

Social Media Analytics Metrics Airlines 49

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

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

MARCH 13, 2019

As mentioned at the 14th Annual Global Summit for Customer Experience Management in Telecoms , to tangibly improve business results companies need to approach customer experience projects with the awareness that CX sprints are a part of a much larger journey. The model ".uses

Customer Experience 151

Customer Experience ROI NPS Return on Investment 151

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

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

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

ECXO

APRIL 26, 2023

Collaboration also makes it easier to measure the impact of investment if there are shared goals and KPIs. Design team performance metrics are usually based on project delivery and the quality of the user experience and measured often by adoption rate, CES, CSAT or net promoter score per transaction, for instance or many others.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

ShepHyken

OCTOBER 18, 2021

United Airlines Partners With Paypal for Contactless Onboard Purchases by Alison Fox. Is United Airlines just another business accepting online payments? However you get it, you must choose the right metrics, use the right technology, and more. You still want to measure the current behavior of the customer.

Customer Service 83

Customer Service Airlines Feedback Social Media 83

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? 4 Metrics Your Call Center Needs to Track in 2020 by Ben Ringshall.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

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

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

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

SurveySensum

JANUARY 18, 2024

Imagine a scenario where an airline sends an automated SMS with real-time flight updates: “Hello [Customer Name]! Measure and Optimize for Continuous Improvement To ensure the effectiveness of your SMS campaigns, measuring key metrics is essential. Your flight is on schedule. For any assistance, reply HELP.

Marketing 52

Marketing Fashion Customer Journeys Return on Investment 52

Customer Bliss

FEBRUARY 9, 2016

To begin, create accountability for operational metrics by consistently defining the customer experience in stages that characterize the customer relationship with you. The “moments of truth” were established when Jan Carlzon was CEO of SAS airlines. We did this exercise with a pharmaceutical company for one segment of its customers.

Exercises 100

Exercises Airlines Call Center Metrics 100

Retently

JULY 17, 2018

And even though we repeatedly tell our clients that the score itself is irrelevant , we do understand the idea that comparing performance to other companies can help them show a more accurate picture of where they are standing at in a competitive landscape. To be honest, benchmarking NPS ® is a complicated process. What is a good NPS score?

Net Promoter Score 167

Net Promoter Score NPS Report Customer Satisfaction 167

Service Untitled

AUGUST 17, 2010

Most airlines operate on the same air routes, and every day packed planes travel the same routes, so is rating arrival times and customer service just splitting hairs? Statistically the airlines with the best on time records operate out of less congested airports and have less planes. million payout.

Airlines 40

Airlines Customer Service Travel Transportation 40

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

CX Journey

MARCH 13, 2019

As mentioned at the 14th Annual Global Summit for Customer Experience Management in Telecoms , to tangibly improve business results companies need to approach customer experience projects with the awareness that CX sprints are a part of a much larger journey. The model ".uses

Customer Experience 81

Customer Experience ROI NPS Return on Investment 81

SurveySensum

SEPTEMBER 26, 2023

It is a critical metric for companies as it directly impacts the success and sustainability of a product. Create Personalized Experiences According to ThinkWithGoogle , 63% of smartphone users are more likely to purchase from companies whose websites or apps offer them relevant recommendations on products they may be interested in.

Strategy 52

Strategy Management User Experience Measurement 52

Kerry Bodine

JUNE 5, 2019

I’ve heard of one company that gave each of its account managers the title of journey manager — and another that gave its customer support reps customer success titles. John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. Journey Measurement. If not, what’s the difference?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Natalie Petouhof

SEPTEMBER 1, 2016

Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. Once everyone is on board, it’s time to create some baseline metrics and goals and then determine what the ROI needs to be based on the program qualifications being set in place.

ROI 45

ROI Social Media Airlines Customer Service 45

Kitewheel

AUGUST 14, 2020

While pleasing the consumer is not a new concept, expectations for companies have grown and changed over the years. Well, according to a 2018 survey, only 49% of US consumers believe that companies provide a better customer experience. So, people who will promote and advocate for your company online will draw more customers to you.

Net Promoter Score 52

Net Promoter Score Customer Experience Effort Score Social Media 52

CX Journey

APRIL 19, 2016

Have you put the spotlight on the employee experience at your company? Sadly, many companies still aren't focusing on the employee experience. IDC's 2015 EXPERIENCES Survey work found that 81% of companies listen to customers about their experiences, but 69.4% of companies do not measure the employee experience.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

CX Journey

APRIL 7, 2016

Companies try these approaches again and again, and while they may enjoy temporary surges of improvement, people run out of steam and the improvement dies. While many people think changing an organization’s culture takes a long time, we have had the opportunity to experiment and observe a wide variety of companies for the past 25 years.

Culture 80

Culture How To Net Promoter Score Airlines 80

Kerry Bodine

JUNE 5, 2019

I’ve heard of one company that gave each of its account managers the title of journey manager — and another that gave its customer support reps customer success titles. John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. Journey Measurement. If not, what’s the difference?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

I’ve heard of one company that gave each of its account managers the title of journey manager — and another that gave its customer support reps customer success titles. John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. Journey Measurement. If not, what’s the difference?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Thematic

MARCH 13, 2023

However, while attendees did get what was advertised, they were also bombarded with constant messages about the company's new suite of products. Many companies went to the event as a team, and they now have shared memories: “Remember the time we saw Martha Stewart joke about how she loves the beats!”

Entertainment 62

Entertainment Conference Advertising Airlines 62

Stella Connect

MARCH 30, 2022

In our own conversations with leaders, we’ll hear about challenges related to budgeting a rewards program or just not being able to effectively measure performance. For many companies, this is the biggest sticking point: not knowing how to establish criteria for recognition and rewards. Who will receive rewards?

Rewards Programs 52

Rewards Programs Call Center How To Contact Center 52

Customers Rock!

MARCH 30, 2010

(Note: I borrowed this term from something that Rayanne Langdon was talking about on the show; she was sharing about Freshbooks and their involvement in the Small Business Web – companies focused on customer obsessed software.) Here is a typical customer service tweet: Does anyone know if COMPANY X has a Twitter?

Social Media 169

Social Media Airlines Guidelines Customers 169

Lumoa

SEPTEMBER 11, 2023

For a company to grow, it needs to convert one-off customers into regular patrons. It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. Consider the following scenario: A customer learns a new airline will be operating flights in their city.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208