Customer Bliss

OCTOBER 23, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. . Not even one.

Case Study 111

Case Study Company Study Chief Customer Officer 111

Customer Bliss

DECEMBER 26, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. .

Chief Customer Officer 203

Chief Customer Officer Effort Score Survey Automotive 203

Beyond Philosophy

DECEMBER 6, 2019

When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

ShepHyken

MAY 4, 2022

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” Of course, I thanked her and I found my seat, just a few rows from the front of the plane.

Airlines 129

Airlines Customer Service Training Course Engagement 129

ijgolding

SEPTEMBER 18, 2014

There are many reasons why this is the case – organisational culture being the predominant one. These words were posted on Irish airline Aer Lingus’s Facebook page on the 17th September (2 days ago): It unfortunately has had to come to this. Like any family, this is the news we never wanted to hear. is non-refundable.

Airlines 211

Airlines Travel Social Media Course 211

SurveySparrow

DECEMBER 20, 2018

Of course, you shouldn’t judge anyone, let alone the unfortunately tired and tied-up parents, but wouldn’t it cross your minds all the same? United Airlines is a glaring example since it all came crashing down just because of the rude and uncooperative attitude of their employees. The Best Company Culture Ideas.

Culture 69

Culture Company Policies Employee Engagement 69

Micah Solomon

NOVEMBER 2, 2015

Clients frequently voice the same concern to me, in my work as a corporate culture consultant and as a speaker: “People tell me my employees act differently when there aren’t any managers watching over them.”. Without a consciously created culture, your business leadership won’t last past the moment that you leave the building.

Culture 40

Culture Customer Centricity Airlines Banking 40

Micah Solomon

NOVEMBER 15, 2015

As a corporate culture consultant and as a speaker, I hear clients frequently voicing this concern. Without a consciously created culture, your business leadership won’t last past the moment that you leave the building. But with a great company culture, employees will be motivated, regardless of management’s presence or absence.

Consulting 40

Consulting Culture Customer Centricity Airlines 40

Zeisler Consulting

JANUARY 5, 2022

And in that case, the airline has standing reservations, and it doesn’t matter if the entire airport’s been shut down and flights canceled so that everybody is looking for a place to stay…they’ll get a room. They won’t miss a connection. As a consultant, I can relate. That’s how it works no matter what you do for a living.

Airlines 93

Airlines Hotels Course Consulting 93

Beyond Philosophy

AUGUST 29, 2024

I knew that a few virtual sessions wouldn’t result in the cultural overhaul the company needed and wanted, so I passed. Of course, that technology soft firing works the other way, too. Southwest Airlines has a policy of always siding with their employees. Rule #3: Fire customers if they don’t fit with your future.

Hotels 78

Hotels Conference Telecommunications Policies 78

C3Centricity

APRIL 17, 2018

And that it involves a culture change to move the organisation in this direction. This may be true for an airline, where the client is primarily basing their opinion on the service on board and the “niceness” of the crew. After all, every airline will get you from A to B. Employees come first. Being data driven.

Strategy 247

Strategy Customer Centricity Innovation Airlines 247

Experience Investigators by 360Connext

JUNE 1, 2017

Ok that’s not really accurate, of course. ” Heather Figallo , Senior Director of Innovation and Labs at Southwest Airlines , also talked about the importance of innovation for customer experience. The best customer experiences all come back to culture. And it all comes back to culture.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

C Space

DECEMBER 2, 2021

3 With every technological leap forward humans reconfigure time and space, with profound economic, cultural, and commercial implications. While goods flowed along these paths, they were also vital arteries for the movement and interchange of scientific ideas, philosophies, people, and cultures between east and west.

Airlines 52

Airlines Travel Entertainment Culture 52

Horizon CX

JANUARY 6, 2020

In this reflective mode, I started thinking about my family background, education, and upbringing plus those organizations I’ve worked for over the years and how well my moderate-being fits within those cultures. In the article, Herve Laroche goes on to cite Southwest Airlines as a prime example of this as follows.

Airlines 100

Airlines Course Management Survey 100

C3Centricity

OCTOBER 22, 2020

Both of these trends have been further exacerbated by the pandemic of course. Retailers need it to deliver products of course, but we all seem to have become data mad! I almost fell for this one, but was so disappointed, as it is from the website of my favourite airline, Swiss. I don’t even think so. Let me show you.

Retail 294

Retail Advertising Course Survey 294

Steve DiGioia

AUGUST 17, 2015

Hire for experience, you can’t put enough value on experience or hire for the “right fit” within your existing company culture. Is “the boss”, Herb Kelleher , standing next to each ticket agent at Southwest Airlines ? Of course not. This is ridiculous!

Airlines 100

Airlines Policies Course Training 100

Beyond Philosophy

DECEMBER 10, 2021

Of course, things like “enrichment” are hard to measure. Bad profits are also when an airline charges you $200 to change a ticket for a flight six months out. The airline has no cost except the administrative effort, but they’ll charge anyway. So, the need to measure is crucial. . The Earned Growth Rate.

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Beyond Philosophy

JUNE 25, 2021

Moreover, you should understand the culture where your customers live. So, if it were my roofing business, I would likely take the same course as mine, rationing over price-gouging. Unfortunately, this stance upset the proponents of the new laws, who also fly with and work for the airline. Another option is to ration.

Customer Experience 153

Customer Experience Culture Airlines Comparison 153

Zeisler Consulting

JANUARY 5, 2022

And in that case, the airline has standing reservations, and it doesn’t matter if the entire airport’s been shut down and flights canceled so that everybody is looking for a place to stay…they’ll get a room. They won’t miss a connection. As a consultant, I can relate. That’s how it works no matter what you do for a living.

Airlines 72

Airlines Hotels Course Consulting 72

Zeisler Consulting

JULY 26, 2022

But when I think about things like my airline (I use the one hubbed in Denver, of course), or the brand of car we drive (sure, it’s good, but when we are in the market for a new one, history is only part of the decision-making process), there’s certainly nothing emotional when it comes to what those brands may consider our ‘loyalty’.

Loyalty 72

Loyalty Sports Airlines Course 72

Experience Investigators by 360Connext

APRIL 28, 2017

Delta Airlines Cargo is a bigger business than you may realize as a regular airline passenger. And of course customers get a better experience. So Comcast made dramatic efforts to improve the wait times and engaged their employees in the field to help. Save 1,000 words. Shipments of cargo sit beneath you on almost every flight.

Case Study 152

Case Study Airlines Conference Wait Times 152

Lumoa

JUNE 14, 2023

To illustrate, let’s take the example of United Airlines’ reputation crisis. But since they’ve gone all out to improve their customer service and received more favorable reviews, United Airlines’ NPS score has improved significantly and currently stands at a much healthier 50. By starting from the inside.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Experience Investigators by 360Connext

JULY 15, 2015

This brings to mind the online obstacle courses that derail the customer journey with redundant steps or unusual registration requirements, but what about the offline experiences that can be just as ridiculous? Companies like Southwest Airlines and Zappo’s have made it a huge part of their culture to make sure they recruit the right people.

Customer Experience 110

Customer Experience Airlines Loyalty Social Media 110

Service Untitled

NOVEMBER 14, 2011

Back in July, the Apple Store in the Hong Kong IFC building presented parts of their five-day course in employee training. ” On the first day, new employees learn about the company, gain technical training, learn how Apple systems work and the importance of the Apple culture. It is called “Core Training.”

Culture 44

Culture Video Airlines Advertising 44

Customer Bliss

APRIL 19, 2016

He was previously CCO at United Airlines and now leads donor experience at St. The role of the CCO: Simple, operationally-relevant, and continuing to stay the course. Martin and I open the show discussing his transition from for-profit (United Airlines) to non-profit (St. In this episode, I speak with Martin Hand.

Airlines 120

Airlines Chief Customer Officer Hospitality Metrics 120

CX Journey

MARCH 31, 2015

It includes any way the employee "touches" the company and vice versa in the course of doing his job. And finally, how does Employee Experience differ from Culture ? What is Culture? Herb Kelleher, former CEO of Southwest Airlines, defined it as. Culture happens when we operationalize the values. I love that.

Customer Journeys 80

Customer Journeys Employee Engagement Employee Experience Culture 80

Strativity

JANUARY 6, 2023

In the travel space, for example, you can book a flight on American Airlines and earn points for Hyatt hotels. Major health and wellness brands are also realizing the value of these partnerships, coming together this last November for the inaugural Well by HLTH , a discussion on the ecosystems that connect culture and care.

Brands 52

Brands Apparel Airlines Hotels 52

Currency Alliance

OCTOBER 12, 2021

The best-known loyalty programs are made up of many partnerships – such as United Airlines and Hilton Hotels, or Emirates and Marriott. For airlines and hotel groups, frequent customers are business travelers, so their partner mixes are heavily biased toward fellow travel brands.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

SurveySparrow

JUNE 20, 2023

Regular refresher courses can help keep these skills sharp. Moreover, with these steps, you’re well on your way to creating a customer service culture that leaves your customers feeling valued, respected, and most importantly, eager to come back.

Examples 52

Examples Customer Service Customer Experience Exceptional Customer Service 52

Beyond Philosophy

MARCH 21, 2016

Consider what adjectives you associate with the employee experience at Google, Starbucks, or Virgin Airlines? Our four-part online Employee Engagement course covers the employee ambassador concept. To improve your experience join our Certified Foundation CEM Training Course starting on April 8th.

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

ProProfs Chat

SEPTEMBER 20, 2019

Syed thus turned to Twitter and expressed his anger towards the airline. . Instead of responding quickly to the promoted tweet of their customer, the airline giant took eight hours to reply. People are willing to spend $20 more when an airline responds to them within six minutes. These comprise of the: Ritz-Carlton motto.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

Russel Lolacher

MAY 30, 2022

There’s no such thing as great cultures without great leaders.”. I was in Clearwater doing an engagement on Tuesday morning and Chick-fil-A was the first one that came out Southwest Airlines comes out up here in the in the in the north, and the North and the northwest. Why you need to know who you are to be a good leader.

Leadership 52

Leadership Culture Exercises Airlines 52

CX Journey

NOVEMBER 6, 2014

Gear required for this trip is moderate and can fit in one large per person duffel to be checked with the airline. Cultural Considerations Q. What cultural faux pas do we need to avoid? Cultural Considerations Q. Take an honest look at your organization’s culture. Who speaks the language here?

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

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. Their cultural habits are not merely lip service; it’s how they do business.

Customer Focused 40

Customer Focused Company Airlines Culture 40

Kayako

OCTOBER 20, 2015

Of course, British Airways can no longer pull off that trick, since the Concorde is no longer in service.) The airline could have put the coat on a later flight and the customer would have been just as grateful. For others, it becomes a part of the company culture. . How great is that?

Customer Service 120

Customer Service Airlines Customers Advertising 120

Michel Falcon Experience

MARCH 17, 2023

Michel Falcon: Welcome to the People-First Culture Podcast with me, Michel Falcon, where I share lessons I’ve learned, and those of others, on how to build a more purposeful business and career. Thank you for joining me on this episode of the People-First Culture Podcast. Of course it does. Hey, everyone.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

Ian Williams

MARCH 19, 2020

We are already seeing this in the airline industry with Norwegian, RyanAir and British Airways making significant announcements over the past 48 hours. And, of course, it could be considered immoral for the retailers to increase the price of items during high-demand, low-supply periods. Can we redeploy our people?

Customer Experience 52

Customer Experience Airlines Self Service Consumers 52