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!

Airlines 93

Airlines Culture Employee Experience Customers 93

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

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

Experience Investigators by 360Connext

APRIL 28, 2017

Comcast (yes, Comcast) has been in the middle of a journey to shift both brand perception and the experience they deliver. In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer. Save 1,000 words.

Case Study 152

Case Study Airlines Conference Wait Times 152

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

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. High levels of customer satisfaction, loyalty and advocacy are built on well-designed user experiences; products and services that customers want and need. This makes it easier to prove ROI.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 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

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. Which employees do you need on your team?

Chief Customer Officer 52

Chief Customer Officer Employee Engagement Engagement Airlines 52

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

ijgolding

SEPTEMBER 21, 2015

South West Airlines. British Airways. Innocent.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

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. Don’t measure. Closing the loop: Solve employee issues in the moments that matter most.

Government 32

Government Employee Experience Leadership Employee Engagement 32

West Monroe

JUNE 17, 2021

The pandemic initially hastened the drive toward digital transformation and automation out of necessity, but progress should accelerate as companies start seeing the measurable value from early M4.0 Tracking and measuring skills. Another is to purposely redesign the employee experience before introducing new technology.

Training 52

Training Measurement Technology Leadership 52

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 which focuses on the notion of honoring customers as an asset of the business.

Chief Customer Officer 40

Chief Customer Officer ROI Leadership Airlines 40

West Monroe

JUNE 17, 2021

The pandemic initially hastened the drive toward digital transformation and automation out of necessity, but progress should accelerate as companies start seeing the measurable value from early M4.0 Tracking and measuring skills. Another is to purposely redesign the employee experience before introducing new technology.

Training 40

Training Measurement Technology Leadership 40

Elevio

APRIL 12, 2017

Originally when I joined in May of 2016, I was Shinesty’s Director of Customer Experience. My role has since expanded to the Director of Experience, overseeing the customer as well as the employee experience. How do you measure the ROI of customer service, as well as customer happiness?

Effort Score 40

Effort Score Airlines Measurement Brands 40

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Ian Golding.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Ian Golding.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Qualtrics

NOVEMBER 24, 2020

Close employee experience gaps by mapping your people’s journey with your organization. In order to master employee experience , you must listen to your people at each stage of their journey with your organization. What is employee journey mapping? Facilitate employee-centric thinking and actions.

Customer Journeys 48

Customer Journeys Employee Experience Employee Engagement Survey 48

Qualtrics

AUGUST 13, 2020

As organizations strategize about their return to the office , many leaders will face a new element of culture (and compliance) they hadn’t encountered before: workplace safety. As your organization returns or plans your return to the office, we hope these insights shed some light on how you can foster a culture of safety at your workplace.

Culture 26

Culture Employee Experience Transportation Communication 26

Customer Alignment

DECEMBER 18, 2017

Yet, they need to be a support for an overall customer strategy, lead to confident and intelligent business decisions and drive real customer experience improvement. As I saw someone recently comment: “You get what you measure, you get what you ask for, you get what you aim for and you get what you empower”. This is so true.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Wootric CX Blog

MARCH 9, 2021

Net Promoter Score is the gold standard for measuring customer loyalty and will give you immediate insight into your customers’ stories. Airline or utility (or other business already using texts or phone calls to communicate on customer mobile devices): SMS. You are trying to build a customer-first culture at your company.

Feedback 52

Feedback Net Promoter Score NPS Effort Score 52

Ian Williams

MARCH 19, 2020

Ian: Cultural change in five minutes…. Ian: But you quite right though, world-class is not always the thing that some organisations should be measuring themselves against. And when we did a Customer Journey Mapping exercise recently with an airline, we came up with about 400 ideas that came out of the customer journey mapping exercise.

Leadership 52

Leadership Customer Journeys Course Exercises 52

SmartKarrot

JANUARY 20, 2022

Duffel is a platform that aims at transforming travel booking processes while improving the client experience easier and faster. Duffel accomplishes this by allowing online travel agencies (OTAs) to use an API to connect directly to airlines’ reservations systems. MeTail solves this issue.

Company 10

Company Hotels Software Social Media 10

Comm100

MAY 21, 2019

Ginger Hardage Keynote – Unstoppable Cultures: Creating and Sustaining Organizations of Enduring Excellence. If our employees are going to follow us every day, we must live our values. Jenny Dempsey – Create a Culture of Self Care in your Contact Center. My #ICMIExpo Tuesday thoughts: Ping pong isn’t culture.

Conference 143

Conference Contact Center NPS Culture 143