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. After all, Suttle says, your culture is not just words on a page.

Culture 115

Culture Customer Service Leadership Airlines 115

CX Journey

APRIL 19, 2016

Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

Beyond Philosophy

AUGUST 11, 2022

Using this approach, he says at the end of the day, each team member should be proud to embrace the culture, vision, and goals and work towards achieving them. The deficit happened because people were not flying as much during the pandemic, so the airlines laid off the pilots. Now, travel is back on, so airlines need pilots.

Airlines 146

Airlines Net Promoter Score Self Service Effort Score 146

Aveus

JULY 12, 2017

We want the least amount of effort with the best outcome, period. Let’s look at an example of a company who has focused on its customers consistently over time, and evolved its operations and employee experience to meet the ever-changing demands of the marketplace. Southwest Airlines.

Airlines 100

Airlines Effort Score Travel Culture 100

Experience Investigators by 360Connext

APRIL 28, 2017

These changes have improved the employee experience in dramatic ways, too! Who wants to work in a place where customers complain both to and about the employees in viral videos and publicly on social media ? This is an important factor in customer experience – we’ve all been there, right? Save 1,000 words.

Case Study 152

Case Study Airlines Conference Wait Times 152

Elevio

APRIL 12, 2017

We first came across this awesome brand of clothing when Shinesty received an honourable mention for ‘most effortless experience’ in the Nicereply Customer Happiness Awards 2016. Shinesty ranked 1st in Customer Effort Score, receiving the highest score among all companies using CES. Our 90 NPS score, 9.9

Effort Score 40

Effort Score Airlines Measurement Brands 40

Qualtrics

JANUARY 2, 2019

OMB Circular A-11 Section 280 , called “Managing Customer Experience and Service Delivery,” tells agencies to survey customers, report the survey scores publicly, establish CX governance, work on the connection between customer and employee experience, and consider agency customers in service design.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20