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The lost suitcase – the sad reality of customer experience evolution

ijgolding

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. Which airline(s) were the guilty party?

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5 Simple Ways to Conquer “Closed Loop” Feedback

Qualtrics

Collecting feedback from customers and employees is more important now than ever before. Simply collecting feedback, though, won’t make you successful. But there’s an important follow-on step: close the loop with customers. What does it mean to “close the loop” with customers? You have to take action.

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Show report: CX and EX inextricably linked, with empathy as the glue

Think Customers

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. airline in 2022 by the Wall Street Journal , which scores airlines on seven operations and customer metrics. “We

Report 52
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Webinar Recap from Temkin’s “Driving CX Action, not Just Insights

CloudCherry

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. He is a managing partner at Temkin Group. For many industries, customer experience is really the only way you can differentiate.

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How Do Smart Leaders Create the Best Experiences?

Experience Investigators by 360Connext

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

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How video surveys help you understand customers

Qualtrics

Authentic feedback, dare I say spoken from the heart, can be gathered through video feedback from customers. adult population owning smartphones , getting video feedback is easier than ever. Let’s dive into how video feedback works and how brands can use it for useful customer insights. Key topics.

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Are You Winning on Purpose?—The Creator of the “Net Promoter” Tells Us How!

Beyond Philosophy

Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market. Instead, what drives financials long term is customers coming back for more and bringing their friends. . Bad profits are also when an airline charges you $200 to change a ticket for a flight six months out.