CX Journey
MARCH 12, 2015
As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” The two terms are related, and they’re both elements of customer experience improvement. Prompts might include: “We know who is responsible for the customer.”
ijgolding
FEBRUARY 13, 2018
The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. You get airport ground staff throwing baggage around like they’re trying out for the rugby world cup and undermining your hard-won reputation as the most customer-centric airline on the planet.
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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.
Think Customers
DECEMBER 12, 2014
Companies with customer-obsessed cultures--think USAA or Southwest Airlines--differentiate themselves in their industries and earn major financial benefits as a result.
Forrester
SEPTEMBER 12, 2014
I especially love the fact that in a very real sense there is no "Europe" as such: The UK experience is not the German experience, which is not the French experience, which is not the Italian experience, and so on. Read more Categories: Airlines. Customer Experience Forum. Customer Experience Forum.
Beyond Philosophy
DECEMBER 10, 2021
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. These profits make accountants happy because they look like profits, but they make customers angry.
Think Customers
MARCH 21, 2023
The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. airline in 2022 by the Wall Street Journal , which scores airlines on seven operations and customer metrics. “We
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