Ian Williams

JANUARY 11, 2020

They book a flight, a hire car, insurance, ground transport, entertainment – the airline is only responsible for part of the experience, but should be considering the customer’s overall experience and understanding how they can improve or influence it.

Airlines 52

Airlines Transportation Entertainment Insurance 52

CX Journey

MARCH 31, 2015

Confused by some of the employee experience lingo you''re hearing? We talked about the employee experience, employee journey mapping, and solutions that drive or impact workforce efficiency. During the presentation, a lot of employee experience terms were used, and I attempted to clarify with some definitions.

Customer Journeys 80

Customer Journeys Employee Engagement Employee Experience Culture 80

Experience Investigators by 360Connext

APRIL 28, 2017

Ground zero of any customer experience isn’t when a leader reads a book then declares it “the year of the customer.” Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Save 1,000 words.

Case Study 152

Case Study Airlines Conference Wait Times 152

ShepHyken

APRIL 6, 2020

The first is based on creating enough value through the experience the customer would never want to go anywhere else. For example, an airline frequent flier program. This article explores different ways to deliver value-added content that enhances the customer experience. Video can tell, sell and connect with your customers.

Customer Service 76

Customer Service Loyalty Airlines Loyalty Programs 76

CX Journey

JULY 13, 2017

These employees willingly go the extra mile, work with passion, and feel a profound connection to their company. What is Employee Engagement Not? Employee Engagement is not. These examples all come from well-meaning bloggers and reporters over the years who want to create a quick fix to engage employees.

Employee Engagement 128

Employee Engagement Engagement Rewards Programs Airlines 128

ECXO

APRIL 5, 2021

Your customer experience is actually an outcome, an outcome of lots of choices you make from your brand message and positioning to your channel choices, your embracing of digital and more. True change happens by degrees if it is truly going to become an accepted part of your business thinking, your culture and your behaviours.

Strategy 52

Strategy Consulting Airlines Culture 52

CX Journey

JUNE 23, 2015

Fact: The employee experience drives the customer experience. So many companies still fail to recognize that important connection, to the ultimate detriment of the business. Why is the customer experience so bad? Herb Kelleher, Southwest Airlines How, then, do we get to this state of nirvana? For anyone.

Engagement 80

Engagement Employee Engagement Airlines Employee Experience 80

Russel Lolacher

MAY 30, 2022

– a resource to create customers for life, Achieve Brand Integrity – helping companies match their brand with their business results, CRAVE – enhancing employee motivation and engagement and A Great Life Now Journey – on life design. Connect with Gregg on his platforms: Website. PLAY AND SUBSCRIBE. Or, listen on: Apple Podcasts.

Leadership 52

Leadership Culture Exercises Airlines 52

ShepHyken

AUGUST 7, 2018

Of the 136 ideas for rockstar employee engagement, a few of James’s favorites include having employees meet their customers, writing personal letters to employee family members, and holding fun employee events, such as a a class on how to make cocktails (named after emplyees and departments). Behaviors become cultures.

Employee Engagement 76

Employee Engagement Airlines Culture Engagement 76

SurveySparrow

JUNE 20, 2023

Employee welfare has a major impact on business success. Ensure you value your employees and address their needs. Know more about your employees, by signing up to SurveySparrow ’s employee experience survey. Encourage Feedback Encourage your customers to share their experiences. Wanting to know more?

Examples 52

Examples Customer Service Customer Experience Exceptional Customer Service 52

SurveySparrow

SEPTEMBER 23, 2020

On average, 64% of employees report that they do not have a strong work culture. And, 18% of employees said they intend to stay with their organization for one year or less! Smooth employee journey and serene employee experience. What is Employee Experience Journey Mapping? The reason?

Customer Journeys 59

Customer Journeys Employee Engagement Employee Experience Feedback 59

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. The most effective customer experience strategies tend to be organisation-wide and design-led. Middle East – Emirates , the Dubai-based airline, is known for its excellent customer experience.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

ijgolding

SEPTEMBER 21, 2015

. ‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

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. Sadly, most employers resort to applying Emotional Pressure as they use guilt and shame to compel employees to work. Introduction.

Chief Customer Officer 52

Chief Customer Officer Employee Engagement Engagement Airlines 52

Beyond Philosophy

AUGUST 8, 2016

As Customer Experience Consultants, we hear our clients worry about how much their Customer Experience program improvements will cost. This example of a high point in a Customer Experience from Southwest Airlines didn’t cost a dime—but it ended up on CNN Primetime, not to mention raising the spirits of the passengers on board.

Hotels 60

Hotels Entertainment Consulting Airlines 60

Qualtrics

FEBRUARY 20, 2020

You’ll find it all at X4 – stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping XM professionals reach new heights in employee experience. Or do you want to really deliver breakthrough experiences for your customers and employees?

Government 32

Government Employee Experience Leadership Employee Engagement 32

Qualtrics

MAY 22, 2019

She points out that in many organizations, these unplanned experiences are costing them money too as customers get wise to the system and play ‘service roulette.’. You know, you’ve called an airline more than once, right?” she asks. “I This is an attitude shift,” she says. “It’s

Chief Customer Officer 40

Chief Customer Officer ROI Leadership Airlines 40

Qualtrics

JANUARY 2, 2019

Win: Connected Government Act passes. The January 2018 passage of the Connected Government Act was a win for government CX because it requires new or updated public-facing federal websites to be mobile friendly. His 2018 book Customer Experience Culture in Government includes practical insights from those years.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Qualtrics

JULY 3, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. After college, I worked as a structural engineer at an airline and the job was very customer-focused. This is Nick’s “Why Qualtrics” story. My name is Nick Tran.

Software 36

Software Airlines Course Leadership 36

ClearAction

MARCH 22, 2024

In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.” “ Culture and strategy complement and nurture each other and should be created simultaneously, making sure they are perfectly aligned. How do you influence companywide?

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

Some Corporate Vision, Mission & Values Statements Get Close… Some corporate vision and mission statements can be a great jumping-off point for a Customer Experience Mission. ” Their employees are known to be warm, friendly and fun. Their products already did that, in some cases quite literally! Some brands are formal.

How To 214

How To Brands Airlines Hotels 214

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Elevio

APRIL 12, 2017

Originally when I joined in May of 2016, I was Shinesty’s Director of Customer Experience. My role has since expanded to the Director of Experience, overseeing the customer as well as the employee experience. Connect the customer with someone who can solve the problem. It’s as simple as cutting out the middleman.

Effort Score 40

Effort Score Airlines Measurement Brands 40

Qualtrics

NOVEMBER 24, 2020

Close employee experience gaps by mapping your people’s journey with your organization. In order to master employee experience , you must listen to your people at each stage of their journey with your organization. What is employee journey mapping? Facilitate employee-centric thinking and actions.

Customer Journeys 48

Customer Journeys Employee Experience Employee Engagement Survey 48

Beyond Philosophy

JUNE 4, 2015

Much of this is, culturally, operationally, and from a communications perspective, is what we have been describing as “inside-out advocacy” for years. In most instances, the customers see no proaction, brand ‘personality’ or brand-to-brand differentiation; and their experience of the brand is one-dimensional, easily capable of replacement.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Qualtrics

DECEMBER 20, 2018

How does Qualtrics connect with your ‘why’? Even within that ‘why’ it’s all about having as many memorable experiences with folks as I can. That fancy car will only be with you for so long, but memorable experiences last a lifetime. What is your ‘why’? A single word – impact.

Management 34

Management Culture Airlines Touchpoint 34

Customer Alignment

DECEMBER 18, 2017

There isn’t one single natural language, or until now we haven’t seen a machine-based learning solution that can work with real nuance, context identified or cultural difference. Othello ) So, there was much talk. 2017 promised such a lot. Think Smiling Companies, Happy Customers.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Qualtrics

DECEMBER 20, 2018

How does Qualtrics connect with your ‘why’? Even within that ‘why’ it’s all about having as many memorable experiences with folks as I can. That fancy car will only be with you for so long, but memorable experiences last a lifetime. What is your ‘why’? A single word – impact.

Management 20

Management Culture Airlines Touchpoint 20

SmartKarrot

JANUARY 20, 2022

TransferWise for Business offers several capabilities, including a bill payment platform, seamless connection with Xero, buying merchandise, and payroll management with actual rates in over 40 currencies. Duffel is a platform that aims at transforming travel booking processes while improving the client experience easier and faster.

Company 10

Company Hotels Software Social Media 10

Comm100

MAY 21, 2019

Ginger Hardage Keynote – Unstoppable Cultures: Creating and Sustaining Organizations of Enduring Excellence. If our employees are going to follow us every day, we must live our values. Jenny Dempsey – Create a Culture of Self Care in your Contact Center. My #ICMIExpo Tuesday thoughts: Ping pong isn’t culture.

Conference 143

Conference Contact Center NPS Culture 143

Qualtrics

NOVEMBER 11, 2019

If you want them to own the mission, they need to see themselves as connected to the vision. An interview should not be the first time a veteran is translating their experience. Reach out to folks working in roles you’re interested in to learn what they really do and what the culture of their organization is. CN: Start early.

Leadership 4

Leadership Management Tips Culture 4

Russel Lolacher

FEBRUARY 27, 2023

Connect with, and learn more about, Will on his platforms: Sideways6 The Ideas Show podcast LISTEN AND SUBSCRIBE Or, listen on: Apple Podcasts Spotify Google Podcasts KEY TAKEAWAYS How having your ideas heard helps foster employee connection. How to convince organizations to take employee ideas seriously.

Employee Engagement 52

Employee Engagement Engagement Culture Feedback 52