ClearAction

MARCH 20, 2020

may be much more fun for customers to answer than typical rating questions that are in essence like a teacher issuing a report card — blah! may uncover table stakes and reveal evolving expectations of customers. These examples are asking directly about the customer.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

Experience Investigators by 360Connext

JUNE 1, 2017

So many organizations are diligent about surveying customers with the Net Promoter Score famous (or infamous, depending on your outlook) 1-question: Would you recommend our company? NPS reports are almost commonplace among those enlightened organizations who began adopting customer-centric ideas a decade ago or more.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

CSM Magazine

SEPTEMBER 24, 2019

Given these results, it is unsurprising that just 3% of consumers ranked insurance as the sector they trusted most, putting it joint last of 15, alongside airlines, the automotive industry, technology and telecoms. As we explain in the report, Insurers need to act quickly and do two things if they are to safeguard current and future revenues.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

Thematic

MARCH 13, 2023

out of 5 The industry keynotes were by Cheryl Grise, Head of Americas Industry at EY, Johnny Taylor, CEO of SHRM, Ed Bastian, CEO of Delta Airlines, CEO Kevin Warren, CMO of UPS, and Jill Krammer, CMO of Accenture. The Delta Airline’s CEO presentation felt like an advert for Delta. ” Industry Keynotes at X4 Summit - 4.5

Entertainment 62

Entertainment Conference Advertising Airlines 62

Currency Alliance

JUNE 1, 2020

In the UK, the John Lewis Partnership, which operates Waitrose supermarkets, reports that customers are spending more on comfort food, alcohol and world cuisine[i]. The Financial Times reports that people have: “… turned their focus online and looked to takeaways, digital subscriptions?.?.?.?to to keep entertained and occupied.”

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Forrester's Customer Insights

JANUARY 19, 2015

As I noted in an earlier report , Spring Airlines decided to build social listening functions to identify crises and perform basic brand tracking after struggling with a public relations crisis -- the backlash from airline staff blacklisting a passenger for complaining about flight delays -- on Sina Weibo in 2012.

Social Media 20

Social Media Airlines Customer Insights Report 20

Currency Alliance

MAY 9, 2019

Last December, a McKinsey report said that 2018 represented… “…a tipping point from thinking, talking about, and planning for future mobility to implementing it.…when Independent of market positioning, unique customer insight will become the primary competitive advantage. And that will keep the majority of customers loyal.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Currency Alliance

NOVEMBER 17, 2020

putting the customer at the center of your business model. Layering customer-centricity on top implies a single view of the customer – augmented with data from outside your business, and having the tools to make customer insight actionable. The implications of digital transformation include.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Win the Customer

NOVEMBER 14, 2016

In the UK, more and more consumers are refusing to accept poor quality customer service. According to a January 2016 report from the Ombudsman Service, 82% of consumers said they wouldn’t put up with poor service without taking action. Why exhaust your marketing budget when you can get your customers to spread the word for you?

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Currency Alliance

SEPTEMBER 5, 2018

But the model generally leaves too little for the program to finance worthwhile rewards for all but the most frequent customers. But the model generally leaves too little for the program to finance worthwhile rewards for all but the most frequent customers. Some airlines even award miles to pets that fly with their owner.” [v].

Loyalty 36

Loyalty Consumers Brands Airlines 36

Currency Alliance

APRIL 10, 2021

You might have noticed that several airlines mortgaged their loyalty programs in 2020 for many billions of dollars. The 40-60% of less frequent customers are a far larger commercial opportunity. Capture exclusive customer insight. Your proprietary data tells you a lot about your most frequent customers.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

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. Continue to make customer insights intriguing to all functional areas.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Thematic

DECEMBER 12, 2018

Data analysts typically spend days if not weeks preparing their reports. A data scientist who works at an airline could be using data to optimize the time of airfare promotions. By this I mean, completely outsourcing all of your customer feedback analysis to a third party. One time snapshot report. Time to action.

Analysis 69

Analysis Feedback Net Promoter Score Analytics 69

Thematic

JANUARY 21, 2020

How to think about reporting? What should the roadmap look like for developing an automated DIY customer feedback solution? But creating a detailed actionable report that will be trusted by others is a job of many hours. Building the reporting functionality for feedback analysis. How to test accuracy? The answer is no.

Analysis 105

Analysis Feedback How To Roadmap 105

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. Customers are never satisfied. It’s an enterprise-wide imperative.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Currency Alliance

MARCH 20, 2020

share customer insight among partners, so you know how to maximize lifetime value for each customer, and can create more personalized engagement. They are probably considering this too, and will welcome the opportunity enhance customer value and experience. Share data insights.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Currency Alliance

FEBRUARY 10, 2021

You might have noticed that several airlines mortgaged their loyalty programs in 2020 for many billions of dollars. This will have also been true for your C-level direct reports. This is firstly because you’ll enjoy greater customer frequency, as customers shop with you more to earn points.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

SurveySensum

MARCH 1, 2024

Failing to Benchmark & Compare Against Competitors: According to a report by Forbes, 81% of businesses with a formalized benchmarking process in place believe that it significantly improves their competitiveness in the market. This approach enables Delta to identify opportunities for improvement and maintain a competitive position.

Net Promoter Score 52

Net Promoter Score Analysis NPS Effort Score 52

Forrester's Customer Insights

JULY 28, 2016

In Forrester's new report, The Insights-Driven Business , my colleague's Ted Schadler, Brian Hopkins and I have identified a predator: the insights-driven business. These businesses are vigorously applying insights to decisions and customer engagements at every opportunity.

Airlines 20

Airlines Analytics ROI Retail 20

Wootric CX Blog

MARCH 9, 2021

Here are some general trends we see with our customers: SaaS business or mobile app: in-product survey. Airline or utility (or other business already using texts or phone calls to communicate on customer mobile devices): SMS. A single survey on a single channel offers significant customer insights. Keep it simple.

Feedback 52

Feedback Net Promoter Score NPS Effort Score 52

ProProfs Chat

DECEMBER 23, 2019

Forbes reported that DHL’s customer satisfaction scores increased by 80% as a result of these co-creation initiatives. Now, wouldn’t you call this a customer centric strategy ? Another such impactful customer-focused strategy is to create an online knowledge platform using ProProfs knowledge base software.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Customer Alignment

DECEMBER 18, 2017

There was the motivation and there were clear opportunities to really begin to make a significant difference for customers and close the recognised experience gap. As reported in my recent piece , we saw actions to improve the customer experience stall – particularly in Europe. Othello ) So, there was much talk.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Thematic

JANUARY 17, 2019

It’s a fantastic airline, but you can still see the clear difference where pricing stands out as their number one issue, as it’s the most frequent theme among the 1-star reviews. Would you bet your customer insights on something that’s at best 50 accurate? Be prepared to report back results and take action.

Analysis 98

Analysis Survey Data How To 98

Currency Alliance

MAY 9, 2022

However, most endpoints have an additional 3-6 optional fields where additional data about the customer, the transaction, or the partner can be added to enable richer profiling or reporting. While working with clients in various sectors we observed best practices and standardized our API to be sector-agnostic. Standardization.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

Currency Alliance

FEBRUARY 26, 2019

Hotels and airlines have this type of person too, but they are not in the loyalty department. How much do you think United Airlines invested in designing and bringing to market the Polaris Business Class Cabin? I’m sure Polaris appeals to 100% of United’s customers, but only 4-5% of them will ever experience it.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

MARCH 21, 2019

TechCrunch reports that brands such as Airbnb, Disney, and Twitter have seen a 75% reduction in development lead times by migrating to microservices[i]. In fact, if you are A/B testing campaigns, the sending of messages from multiple platforms almost certainly has a correlating effect on customer response actions. Campaign Management.

Loyalty 58

Loyalty Banking Loyalty Programs CRM 58

Currency Alliance

DECEMBER 17, 2019

a German auto servicing retailer, used data from a range of sources to identify if customers would be returning to a hot car, and target a points-based offer for air conditioner maintenance. In November 2019, Skift reported that, ‘Booking Holdings sees brand collaborations as key to restoring growth on steroids[x]’.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Currency Alliance

FEBRUARY 10, 2020

Thanks to supermarkets’ high customer frequency and good data analytics, grocery chains can dynamically apply different points earning levels based on the available margin on each item sold, FMCG/CPG-funded offers, and insight about the share of wallet they are getting from each customer. lift in recorded sales.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Kustomer

NOVEMBER 4, 2021

Data is everything in CX and without the right technology , there really isn’t a great way to gain customer insights. Jarvis explains that having a good CRM has launched his department to great success because it allows them to store and access essential customer information on a whim. I was chatting with them.”

How To 98

How To System CRM Sports 98