Airlines Culture Customer Focused Employee Engagement 
Beyond Philosophy
APRIL 15, 2019
Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it. Then, you implement it.
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.”
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ShepHyken
NOVEMBER 26, 2018
Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. Do customers really want to take your survey? Customer Experience by Tom Fishburne.
Zeisler Consulting
JANUARY 25, 2021
Here goes: Good employee engagement is an absolute requirement in order to drive good CX. When we consider brands that are famous (at least to us) for putting their employees first, surely even they understand the risks of conflating them with their Customers, right? For example, while I’m sure Zappos!
ProProfs Chat
SEPTEMBER 20, 2019
Following a trip made from Chicago to Paris, Hasan Syed, one of the customers, was frustrated at British Airways’ inability to tackle the issue of lost luggage. Syed thus turned to Twitter and expressed his anger towards the airline. . After all, when a customer loses the luggage, they expect the issue to be resolved at the earliest.
ClearAction
JULY 29, 2018
Keeping the aircraft clean, adjusting policies and processes, smoothing hand-offs — everything behind-the-scenes as well as customer-facing was seen in a customer-focused viewpoint. Since that time it has consistently been among the highest profitable of full-service airlines around the world. ” Roadblocks.
CSM Magazine
JUNE 21, 2018
A major airline responded to customer complaints by notifying customers of their “Customer First” initiative for employees. The airline went bankrupt and eventually was merged with a larger competitor. Research shows that high employee engagement leads to better customer engagement.
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