Airlines Customer Focused Employee Experience Management 
Experience Investigators by 360Connext
APRIL 28, 2017
Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. These changes have improved the employee experience in dramatic ways, too! Save 1,000 words.
ShepHyken
JUNE 4, 2018
Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. CustomerThink) Known in customer relationship management (CRM) circles as the “Godfather of CRM,” Greenberg suggests businesses are better off consistently meeting their customer’s expectations. Feldberg & Tami Kim. It is expected.
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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.
ShepHyken
APRIL 6, 2020
The first is based on creating enough value through the experience the customer would never want to go anywhere else. The other is more of a marketing program that rewards customers for coming back. For example, an airline frequent flier program. In the end, you must have a good relationship with the customer.
ijgolding
OCTOBER 19, 2015
Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. Only recently, I wrote a post describing my shambolic experiences in Zimbabwe and South Africa. What ensued can only be described as chaos. Take the man in this picture.
CX Journey
MARCH 12, 2015
Organizational Culture: The “We” Point of View We like Herb Kelleher’s (former CEO of Southwest Airlines) definition of organizational culture: “Culture is what people do when no one is looking.” Prompts might include: “We know who is responsible for the customer.” Management), “We share stories about customers.”
Michel Falcon Experience
OCTOBER 23, 2014
Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization.
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