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

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. Engagement and culture are different, but they affect each other.

Culture 80

Culture Engagement Employee Engagement Customer Centricity 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

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. Many have written about Southwest Airlines’ ability to focus on who they serve and what they solve.

Airlines 100

Airlines Effort Score Travel Culture 100

Zeisler Consulting

JANUARY 25, 2021

Okay… now, feel free to refer to that as you read on, because I’m not trying to say that engagement isn’t fundamental; in fact, it’s a bedrock necessity if you’re going to provide a good Customer experience that you first ensure you are providing a good employee experience. For example, while I’m sure Zappos!

Culture 93

Culture Airlines Employee Experience Customers 93

Qualtrics

FEBRUARY 17, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Most organizations are surveying their employees, but very few are delivering truly strategic employee experience (EX) programs.

Employee Experience 29

Employee Experience Leadership Automotive Employee Engagement 29

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

Andrew Mcfarland

JANUARY 16, 2018

(Guest post written by Carolyn Jenkins, a SaaS technology leader with award-winning experience leading companies in customer success, support, training, delivery, account management, human resources, and corporate operations.) Recently, I spoke with a software company that is enhancing its customer success.

Employee Experience 99

Employee Experience Customer Success Customer Experience Software 99

Customer Bliss

AUGUST 17, 2017

We’re going to spend a lot of time in the next book discussing the pros and cons of specific experiences, both good and bad. 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? More growth?

Airlines 191

Airlines Culture Innovation Interaction 191

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. Go anywhere.

Airlines 52

Airlines Travel Entertainment Culture 52

Ian Williams

JANUARY 11, 2020

They book a flight, a hire car, insurance, ground transport, entertainment – the airline is only responsible for part of the experience, but should be considering the customer’s overall experience and understanding how they can improve or influence it.

Airlines 52

Airlines Transportation Entertainment Insurance 52

CX Journey

MARCH 31, 2015

Confused by some of the employee experience lingo you''re hearing? We talked about the employee experience, employee journey mapping, and solutions that drive or impact workforce efficiency. During the presentation, a lot of employee experience terms were used, and I attempted to clarify with some definitions.

Customer Journeys 80

Customer Journeys Employee Engagement Employee Experience Culture 80

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. Improving the employee experience in this way ultimately enhances the customer experience as well.

Report 52

Report Airlines Healthcare Transportation 52

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? Let's go back to listening to employees and improving the employee experience.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

ShepHyken

APRIL 6, 2020

The first is based on creating enough value through the experience the customer would never want to go anywhere else. For example, an airline frequent flier program. The Impact Of Employee Experience On Customer Experience by Sagi Eliyahu. Focus on employees first. The concept is simple.

Customer Service 75

Customer Service Loyalty Airlines Loyalty Programs 75

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 ? So Comcast made dramatic efforts to improve the wait times and engaged their employees in the field to help.

Case Study 152

Case Study Airlines Conference Wait Times 152

CX Journey

JULY 13, 2017

These examples all come from well-meaning bloggers and reporters over the years who want to create a quick fix to engage employees. On top of that, a lot of what is written about what employee engagement often defines the "employee experience" in general. Perks and rewards do not drive employee engagement.

Employee Engagement 128

Employee Engagement Engagement Rewards Programs Airlines 128

ECXO

APRIL 5, 2021

Your customer experience is actually an outcome, an outcome of lots of choices you make from your brand message and positioning to your channel choices, your embracing of digital and more. True change happens by degrees if it is truly going to become an accepted part of your business thinking, your culture and your behaviours.

Strategy 52

Strategy Consulting Airlines Culture 52

Russel Lolacher

MAY 30, 2022

There’s no such thing as great cultures without great leaders.”. It has been a while since you’ve been quote unquote, an employee. But I do want to ask the first question we ask every guest on the podcast, which is what’s your best or worst employee experience? Finding value-driven leaders.

Leadership 52

Leadership Culture Exercises Airlines 52

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. 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. Employee Ambassadorship Can Recruit Your Generation Z Workforce.

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

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! Smooth employee journey and serene employee experience. What is Employee Experience Journey Mapping? The reason?

Customer Journeys 59

Customer Journeys Employee Engagement Employee Experience Feedback 59

CX Journey

JUNE 23, 2015

Fact: The employee experience drives the customer experience. Herb Kelleher, Southwest Airlines How, then, do we get to this state of nirvana? First and foremost, no one can make an employee engaged. to facilitate and enhance those emotions or that commitment - then we have employee engagement.

Engagement 80

Engagement Employee Engagement Airlines Employee Experience 80

ShepHyken

AUGUST 7, 2018

Of the 136 ideas for rockstar employee engagement, a few of James’s favorites include having employees meet their customers, writing personal letters to employee family members, and holding fun employee events, such as a a class on how to make cocktails (named after emplyees and departments). Behaviors become cultures.

Employee Engagement 76

Employee Engagement Airlines Culture Engagement 76

SurveySparrow

JUNE 20, 2023

Employee welfare has a major impact on business success. Ensure you value your employees and address their needs. Know more about your employees, by signing up to SurveySparrow ’s employee experience survey. Encourage Feedback Encourage your customers to share their experiences.

Examples 52

Examples Customer Service Customer Experience Exceptional Customer Service 52

Talkdesk

MAY 20, 2019

New technology, five generations in the workforce and an emphasis on providing the best possible customer and employee experiences make for some unique challenges and triumphs in the contact center sphere. Positive Contact Center Culture is Vital to Agents and Customers. One lie Ginger shared is that culture is “fluffy.”

Contact Center 44

Contact Center Conference Culture Airlines 44

Beyond Philosophy

JANUARY 5, 2015

Other companies on the list included Southwest Airlines and Disney along with other big brand names. All of these companies have something in common: their employees are happy and engaged with their brand promise and they provide a good Customer Experience. I wrote about Google , Southwest Airlines , and Disney before.

Company 60

Company Airlines eBook Leadership 60

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. The most effective customer experience strategies tend to be organisation-wide and design-led. Middle East – Emirates , the Dubai-based airline, is known for its excellent customer experience.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

Beyond Philosophy

MAY 3, 2018

Airlines, technology, retail (on and offline), and even hospitals have been merging over the past twenty years. After all, when there are fewer places to work, fewer places where specific industry skills are valued, then why should the company create better wages and work cultures for employees? Why should they?

Wireless 113

Wireless Competitive Advantage Consulting Airlines 113

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. Sadly, most employers resort to applying Emotional Pressure as they use guilt and shame to compel employees to work. Introduction.

Chief Customer Officer 52

Chief Customer Officer Employee Engagement Engagement Airlines 52

Beyond Philosophy

MARCH 27, 2017

He cited the company’s culture as a reason, saying in a statement to Recode : “the beliefs and approach to leadership that have guided my career are inconsistent with what I saw and experienced at Uber, and I can no longer continue as president of the ride-sharing business.”. This is a dreadful position for any company to be in! Bewildered?

Airlines 60

Airlines Leadership Consulting Tips 60

Beyond Philosophy

AUGUST 8, 2016

As Customer Experience Consultants, we hear our clients worry about how much their Customer Experience program improvements will cost. 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.

Hotels 60

Hotels Entertainment Consulting Airlines 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. Only yesterday morning, Norwegian Airlines announced that they would be temporarily laying off 7,500 staff. Can we redeploy our people? But what about those companies that overdeliver?

Customer Experience 52

Customer Experience Airlines Self Service Consumers 52

Qualtrics

FEBRUARY 20, 2020

You’ll find it all at X4 – stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping XM professionals reach new heights in employee experience. Or do you want to really deliver breakthrough experiences for your customers and employees?

Government 32

Government Employee Experience Leadership Employee Engagement 32

ijgolding

SEPTEMBER 21, 2015

South West Airlines. British Airways. Innocent.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

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. Don’t stop there. Why this order?

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Qualtrics

APRIL 27, 2020

A global travel ban has meant business has gone virtual; many employees are required to work from home - often for the first time ever; and changes to consumer/citizen behavior mean that organizations are needing to adapt quickly in order to properly serve them. The results can be drastic. Happy customers mean a happy workforce.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

Qualtrics

MAY 22, 2019

She points out that in many organizations, these unplanned experiences are costing them money too as customers get wise to the system and play ‘service roulette.’. You know, you’ve called an airline more than once, right?” she asks. “I This is an attitude shift,” she says. “It’s

Chief Customer Officer 40

Chief Customer Officer ROI Leadership Airlines 40