CSM Magazine

FEBRUARY 9, 2021

Air France KLM ESSC has continued its partnership with Thrive , which has involved the development of an employee engagement and communications app, ‘My Wem’. . Air France KLM is one of the world’s leading airlines, employing over 80,000 staff. It has shaped our company culture, increased morale, and employee recognition.

Employee Engagement 52

Employee Engagement Sales Engagement Transportation 52

Alida

DECEMBER 15, 2016

When health systems merge, however, there’s a high risk of culture mismatch, putting undue stress on your employees. Myriad factors can lead to [merger and acquisition] failure,” says Gallup’s Brooke Fernandez and Andrew Giger, “but cultural mismatch is one of the most frequently cited reasons.”

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

CX Journey

AUGUST 29, 2017

And if you treat your employees right, guess what? Start with employees and the rest follows from that. Herb Kelleher, Southwest Airlines Who comes first? Don’t be silly, says King Hal; it’s employees. Woolman, founder of Delta Airlines, was asked about an organization's most important asset: Simple: its people.

Airlines 162

Airlines Culture Employee Engagement Leadership 162

SurveySparrow

DECEMBER 20, 2018

United Airlines is a glaring example since it all came crashing down just because of the rude and uncooperative attitude of their employees. Every firm and business is in the search of the aptest company culture ideas for their company and also the ones they need to weed out. The Best Company Culture Ideas.

Culture 69

Culture Company Policies Employee Engagement 69

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. Here are my top five picks from last week. That’s a bold statement, but it’s true.

Customer Service 80

Customer Service Airlines Employee Engagement Rewards Programs 80

ShepHyken

AUGUST 7, 2018

Putting Your Customer First By Putting Your Employees First. Shep Hyken sits down with James Dodkins to discuss James’s new book, 136 Ideas For Rockstar Employee Engagement , having an employee mission, and the real definition of customer experience. ? ?. Behaviors become cultures. Attitudes become behaviors.

Employee Engagement 76

Employee Engagement Airlines Culture Engagement 76

CSM Magazine

JANUARY 26, 2024

Carlzon’s insights are drawn from his experience as the CEO of Scandinavian Airlines during a time when the company faced considerable challenges. His leadership saw a shift toward customer-centric strategies, with an emphasis on empowering frontline employees.

Touchpoint 52

Touchpoint Airlines Social Media Leadership 52

Strativity

AUGUST 22, 2017

News flash: United Airlines). Your PR Department now includes every employee in your organization. Chief-Exec-Magazine-Sept-Oct-2017-Creating-Culture-of-Resilience.pdf (1 download). The post Creating a Culture of Resilience and Empowerment – Chief Executive Magazine appeared first on Strativity. Congratulations!

Culture 40

Culture Airlines Policies Leadership 40

ijgolding

FEBRUARY 13, 2018

Silos harm culture and damage customer experiences. In one role the link between employee engagement and customer satisfaction is highlighted, with a focus on hiring and nurturing talent. The words customer-centric and silos do not sit happily in the same sentence. And they hold businesses back.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

Customer Bliss

AUGUST 17, 2017

You may see a company one day go through a total customer experience/PR flame-out (United Airlines is a recent example, or Volkswagen) and wonder to yourself: How does that happen? She said that excessive rules go against the “sticky culture” of a great team, one on which people appreciate one another and their respective contributions.

Airlines 191

Airlines Culture Innovation Interaction 191

Strativity

AUGUST 22, 2017

News flash: United Airlines). Your PR Department now includes every employee in your organization. The post Creating a Culture of Resilience and Empowerment – Chief Executive Magazine appeared first on Strativity. Congratulations! Click here for full thought leadership piece [download id=”21137″].

Culture 40

Culture Airlines Policies Leadership 40

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!

Culture 93

Culture Airlines Employee Experience Customers 93

CX Journey

MARCH 31, 2015

It includes any way the employee "touches" the company and vice versa in the course of doing his job. Employee Engagement is a phrase that gets thrown around a lot, so it''s important to understand what engagement means and how it comes about. This definition of engaged employees comes from Gallup.

Customer Journeys 80

Customer Journeys Employee Engagement Employee Experience Culture 80

Experience Investigators by 360Connext

DECEMBER 11, 2014

They wholeheartedly believe their company/product/service/culture is THE BEST. And when there is no mission around what to deliver, employees are left to make it up as they go. Take Southwest Airlines, whose mission is about service, without even mentioning an airplane! I love to hang around with entrepreneurs.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

SurveySparrow

JUNE 21, 2023

Signup for Free 14-Day Free Trial • No Credit Card Required • No Strings Attached Example: An airline proactively communicates travel disruptions to passengers, providing alternative solutions and ensuring their well-being. Thus, when employees love their company, they are more likely to provide exceptional customer experiences.

Customer Experience 52

Customer Experience e-support Touchpoint Loyalty 52

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. There’s no such thing as great cultures without great leaders.”. There’s no such thing as great cultures without great leaders.

Leadership 52

Leadership Culture Exercises Airlines 52

CX Journey

JUNE 23, 2015

Not only do the disengaged impact the customer experience, but they also impact the experience of their fellow employees. I love this quote from Herb Kelleher, which nicely sums up employee engagement: “Engaged employees are not just committed. First and foremost, no one can make an employee engaged.

Engagement 80

Engagement Employee Engagement Airlines Employee Experience 80

ShepHyken

FEBRUARY 28, 2020

It was easy to dream about changing a company’s culture and influencing employee engagement. Read Shep’s latest Forbes article: Do Airline Passengers Have The Right To Recline? And when I jumped into my first CX role, I was almost paralyzed by the end result.

Roadmap 115

Roadmap Sales Case Study Airlines 115

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. employee promise, and. credo statement.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

CX Journey

APRIL 19, 2016

Kevin Kruse defines the ROI or the business impact of employee engagement (which is just one component or measure of the employee experience, along with trust, happiness, satisfaction, retention, etc.) as the Engagement-Profit Chain, which looks like this. That's insane.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

Stella Connect

MARCH 12, 2018

Employee engagement is one of the biggest drivers of customer service quality and employee retention. If you focus on teams, you’ll encourage friendly competition and create a more cohesive contact center culture. This will depend on both your budgetary constraints and the culture you want to build in your contact center.

Rewards Programs 61

Rewards Programs Call Center How To Contact Center 61

Experience Investigators by 360Connext

JULY 15, 2015

Companies like Southwest Airlines and Zappo’s have made it a huge part of their culture to make sure they recruit the right people. If they’re unhappy, unfriendly or just plain bored with their jobs, that will translate into a miserable experience for your customers. And the experiences their customers report reflect that.

Customer Experience 110

Customer Experience Airlines Loyalty Social Media 110

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! They don’t have job-satisfaction or feel engaged with their work. Smooth employee journey and serene employee experience.

Customer Journeys 59

Customer Journeys Employee Engagement Employee Experience Feedback 59

Beyond Philosophy

MARCH 21, 2016

Employee engagement is critical to your organization’s hiring efforts. As the Fortune article points out, the Generation Z, fun-workplace-seeking employees will comprise at least 20% of the workforce by 2019, just three short years from now. You likely associate each of them with a positive employee experience.

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

Stella Connect

MARCH 12, 2018

Employee engagement is one of the biggest drivers of customer service quality and employee retention. If you focus on teams, you’ll encourage friendly competition and create a more cohesive contact center culture. This will depend on both your budgetary constraints and the culture you want to build in your contact center.

Rewards Programs 40

Rewards Programs Call Center How To Contact Center 40

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. A Customer Performance focus engages employees to engage with customers in delivering greater customer value. Employee Engagement.

Chief Customer Officer 52

Chief Customer Officer Employee Engagement Engagement Airlines 52

ClearAction

JULY 29, 2018

It’s driven employee engagement and customer engagement at the same time: customers noticed these changes, and within 24 months of posting the largest corporate loss in New Zealand corporate history, the business was turned around to a profit. “Culture is a reflection of decision-making in a business.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

CX Journey

SEPTEMBER 8, 2016

If employees aren't happy, engaged, and equipped with the right tools and resources to do their jobs, then the customer suffers. So it's important that we listen to employees and find out what's keeping them from being able to delight customers. onboarding), exit surveys, stay interviews , 360 feedback loops, social media (e.g.,

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

ShepHyken

MARCH 23, 2018

They had greater employee engagement and more loyal customers. Retaining valued people requires ongoing engagement, which is a multifaceted approach, dictated by the culture of an organization. What remains constant is the need for companies to articulate the path of their organizations and their employees’ roles in them.

Communication 81

Communication Leadership Airlines Social Media 81

Beyond Philosophy

FEBRUARY 27, 2017

I’ve also qualified for airline elite status after a busy travel year, and then watched the perks squandered when I didn’t fly as much in the next one. Engaged employees aren’t just satisfied with their working conditions and pay, they want to go above and beyond, to innovate and advance the company’s goals.

Rewards Programs 60

Rewards Programs Hotels Travel Chief Customer Officer 60

ijgolding

JULY 29, 2016

To retain staff, it’s important to provide a great company culture that makes your employees want to work for you and offer benefits which make them feel appreciated. A recent study by Glassdoor found that 57 percent of respondents felt that employee benefits and perks were top factors when considering a new job.

Insurance 120

Insurance Airlines Government Banking 120

Beyond Philosophy

AUGUST 8, 2016

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. Happy employees make happy vacationers. Having employees that are engaged and ready to deliver is critical.

Hotels 60

Hotels Entertainment Consulting Airlines 60

Beyond Philosophy

FEBRUARY 5, 2015

Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. Southwest Airlines could offer first-class seating, but they don’t.

CEM 60

CEM Omni-Channel Training Customer Experience 60

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. Frontline Fanatics.

Company 40

Company Customer Experience Net Promoter Score Effort Score 40

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. Every company’s ecosystem is unique. Why this order?

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Michel Falcon Experience

JANUARY 16, 2017

To take it one step further, I selected five companies – Zappos, Southwest Airlines, Apple, Amazon and Westjet – and studied them intensely. I use the term culture of learning a lot as it’s something I constantly hold myself accountable to so I ensure I’m always sharpen my skillset. Buy relevant books.

Hospitality 60

Hospitality Study Airlines Culture 60

Qualtrics

FEBRUARY 20, 2020

Or do you want to really deliver breakthrough experiences for your customers and employees? Find out how moving away from the metrics and towards a culture of action can help you become an XM master. Find out how to automate action in transitional employee experiences to solve problems in real-time. 16:00 // Weds, March 11.

Government 32

Government Employee Experience Leadership Employee Engagement 32