CX Journey

APRIL 7, 2016

Four Common Mistakes and How to Do it Better There is a better way to build a culture that quickly and dramatically improves customer service. When that’s the case, efforts to train customer-facing employees often generates frustration. How can the ideas presented in this article be applied other organizations?

Culture 80

Culture How To Net Promoter Score Airlines 80

Beyond Philosophy

SEPTEMBER 23, 2021

His new book, I’ll Be Back: How to Get Customers to Come Back Again and Again , has some fantastic ideas on building customer loyalty. . The CEO told Hyken that they measure the success of their Customer Experience efforts in many ways, from Customer Satisfaction feedback to Net Promoter Score ®.

Airlines 109

Airlines Net Promoter Score Self Service Comparison 109

Experience Investigators by 360Connext

JUNE 1, 2017

“Customer Effort” should be a serious metric to consider. In his opening keynote, Matt Dixon , author of Effortless Experience, informed with data and stories about why reducing customer effort is actually more important than creating delight for customers overall. ” @jeanniecw Click To Tweet.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

Stella Connect

MARCH 12, 2018

For many companies, this is the biggest sticking point: not knowing how to establish criteria for recognition and rewards. There are three basic methods for determining who gets what, and when: Agents with the highest QA scores. QA scores are often based on metrics such as “Was the agent polite?” Team leaders’ subjective picks.

Rewards Programs 61

Rewards Programs Call Center How To Contact Center 61

ShepHyken

MARCH 31, 2018

One of the best examples of a complaint that went viral was Dave Carroll’s YouTube video about when United Airlines broke his guitar. So, I went on Twitter and direct messaged American Airlines that I was going to miss the flight. In my American Airline example above, they didn’t ask me to switch to Facebook. Finish Strong.

Social Media 87

Social Media Self Service Customer Service Marketing 87

Currency Alliance

APRIL 15, 2024

Plus, many types of points are widely appreciated by customers, and are useful to the brand for scoring different customer actions while influencing behavior. A low-frequency business would be an airline (for most people), or brands selling occasional purchases such as refrigerators, cars, laptops, shoes, gala dresses, etc.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Service Untitled

JUNE 11, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Airlines customer satisfaction showing improvement Cheryl June 11, 2010 Customer Service , Specific Companies , Surveys No Comments Airlines continue to test our patience and tolerance with new fees. How does a summer surcharge ranging from $10 to $30 sound?

Airlines 41

Airlines Customer Satisfaction Effort Score Travel 41

ShepHyken

NOVEMBER 5, 2018

It Might Be Your Secret Customer Score by Khadeeja Safdar. WSJ) Retailers, wireless carriers and others crunch data to determine what shoppers are worth for the long term—and how well to treat them. You may have to sign in to read it, but it is well worth the extra effort. The secret? Don’t compete against Amazon.

Customer Service 81

Customer Service Airlines Wireless Retail 81

Zeisler Consulting

JANUARY 12, 2022

Fortunately with this incident, we were incredibly pleased with how the brand took care of the issue: They were fast, responsive, clear, easy to work with, polite, and professional, and we were up-and-running right away with minimal effort on our part. It’s not like I demand to talk to the CEO of an airline if they lose my luggage.

Effort Score 93

Effort Score Customer Centricity System Airlines 93

Thematic

JANUARY 17, 2019

This can, for example, be Net Promoter Score surveys that you send a few times a year to your customers. How to analyze survey data. How do you find meaningful answers and insights in survey responses? Have customers noticed our efforts in solving issue Z? If something is very common, it may not affect the score.

Analysis 98

Analysis Survey Data How To 98

Stella Connect

MARCH 12, 2018

For many companies, this is the biggest sticking point: not knowing how to establish criteria for recognition and rewards. There are three basic methods for determining who gets what, and when: Agents with the highest QA scores. QA scores are often based on metrics such as “Was the agent polite?” Team leaders’ subjective picks.

Rewards Programs 40

Rewards Programs Call Center How To Contact Center 40

SurveySparrow

JUNE 28, 2023

How to do Customer Experience Optimization? Example: Delta Airlines has a robust customer feedback system in place. Monitor key metrics such as customer satisfaction scores , Net Promoter Score (NPS), and customer journey analytics to identify areas of improvement.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

Zeisler Consulting

JANUARY 12, 2022

Fortunately with this incident, we were incredibly pleased with how the brand took care of the issue: They were fast, responsive, clear, easy to work with, polite, and professional, and we were up-and-running right away with minimal effort on our part. It’s not like I demand to talk to the CEO of an airline if they lose my luggage.

Effort Score 72

Effort Score Customer Centricity System Airlines 72

delighted

DECEMBER 17, 2019

Let’s take a look at root cause analysis in action with a real-world example: When a popular airline saw a gap between on-time departures and what customers thought about the punctuality of their departures, they knew something didn’t quite add up. The airline didn’t stop there. How to perform root cause analysis with the “5 Whys”.

Analysis 40

Analysis Customer Experience Airlines NPS 40

Kitewheel

AUGUST 14, 2020

Some companies have learned this the hard way, such as United Airlines, who, in 2017, lost $1.4 How to Measure Customer Experience . For example, surveys are a great way to measure your net promoter score. Your net promoter score will tell you the percentage of customers that love your brand, are neutral to it or dislike it.

Net Promoter Score 52

Net Promoter Score Customer Experience Effort Score Social Media 52

ShepHyken

MARCH 23, 2018

How to prevent and correct: Companies that differentiate and dominate in their markets have a passion for the products or services they provide and the people for whom they provide them. Retaining valued employees requires attention and effort far beyond benefits, pay, and bonuses.

Communication 82

Communication Leadership Airlines Social Media 82

SurveySparrow

JUNE 18, 2021

A CSAT form lets you quickly assess how happy your customers are about any part of your product or business. NPS (Net Promoter Score Survey). It typically consists of two questions: a rating question that allows you to assess how likely they’re to recommend your business to their friends or colleagues. Passives (7-8).

Feedback 52

Feedback Net Promoter Score Effort Score NPS 52

CX Journey

APRIL 12, 2016

A couple months ago, I wrote about improving the omnichannel experience to reduce customer effort. If you've ever purchased an airline ticket through a site like Expedia, Orbitz, or Kayak, you've purchased from a partner. How will you know if you've done everything right to set up customers for a great omnichannel experience?

Omni-Channel 80

Omni-Channel Effort Score Touchpoint Airlines 80

Comm100

NOVEMBER 27, 2017

Here’s what they found : “As the President begins to outline the prank and how seriously he is taking the issue, the score shoots to the top of the “believability” scale. Words cannot express how truly sorry we are for the anxiety, frustration and inconvenience that you experienced.

Social Media 290

Social Media Video Effort Score Brands 290

Thematic

MARCH 13, 2023

I would have rather learned about how to get more out of their existing products.” Having spent over 20 years of my life studying how to extract meaning from text, my focus always felt niche. The Delta Airline’s CEO presentation felt like an advert for Delta. As a Ukrainian, I found that to be a nice touch.

Entertainment 62

Entertainment Conference Advertising Airlines 62

Retently

AUGUST 22, 2018

“You can’t have a mid-life crisis in the airline industry, because everyday is a crisis.” – Herb Kelleher. Maintaining an airline is a mess. However, in the pursuit of keeping their operational costs lower, airlines often compromise on one element that has become the crucial competitive differentiator – customer experience.

Airlines 83

Airlines Customer Satisfaction NPS Net Promoter Score 83

Qualtrics

MARCH 19, 2020

To support your organization in navigating these changing times, you will need to adjust your XM efforts. Instead, you’ll need to reprioritize your efforts to align with the changing needs of the organization. Assume that customers will have less patience for providing feedback if they don’t see how it will benefit them.

Airlines 56

Airlines Metrics Effort Score Survey 56

Currency Alliance

OCTOBER 12, 2020

About three years ago, I was flying from Barcelona to New York on United Airlines. Points are just an excuse to start a dialog with customers, keep score, and enable an economy based on an incentives currency. Points are still relevant because they are an easy way to keep score. Alternatively, get in touch here.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Kustomer

MARCH 12, 2020

Matt talks about the strategies involved in delighting customers, how to train customer service reps, and what the ultimate effortless experience is. His research determined that extra efforts to go above and beyond for each customer didn’t pay off the way that companies expected. How to Design an Effortless Experience.

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52

SurveySensum

JULY 13, 2023

But how to deliver great retail customer experiences? But how can you understand your customer’s satisfaction levels and identify areas for improvement? Improving In-Store Retail Experience Improving Digital Retail Experience How You Can Benefit From Exceptional Retail Customer Experience? But how to make that happen?

Retail 52

Retail Survey Tools Customer Experience 52

SurveySensum

JULY 13, 2023

But how to deliver great retail customer experiences? But how can you understand your customer’s satisfaction levels and identify areas for improvement? Improving In-Store Retail Experience Improving Digital Retail Experience How You Can Benefit From Exceptional Retail Customer Experience? But how to make that happen?

Retail 52

Retail Survey Tools Customer Experience 52

Pretium Solutions

OCTOBER 26, 2011

Numerous books and scores of articles have been written and blogs posted about the importance and relevance of customer loyalty , as compared to customer satisfaction , and that there is actually little relationship between the two. One of the best examples is, of course, the frequent-flier airline miles program. Probably not.

Loyalty 40

Loyalty Airlines Effort Score Loyalty Programs 40

Pretium Solutions

OCTOBER 26, 2011

Numerous books and scores of articles have been written and blogs posted about the importance and relevance of customer loyalty , as compared to customer satisfaction , and that there is actually little relationship between the two. One of the best examples is, of course, the frequent-flier airline miles program. Probably not.

Loyalty 40

Loyalty Airlines Effort Score Loyalty Programs 40

Pretium Solutions

OCTOBER 26, 2011

Numerous books and scores of articles have been written and blogs posted about the importance and relevance of customer loyalty , as compared to customer satisfaction , and that there is actually little relationship between the two. One of the best examples is, of course, the frequent-flier airline miles program. Probably not.

Loyalty 40

Loyalty Airlines Effort Score Loyalty Programs 40

ProProfs Chat

AUGUST 28, 2020

In his recent podcast with Ronn Torossian – Crisis Management and Customer Experience , Shep Hyken discusses the example of United Airlines. Hyken expresses how such incidents lower “our expectations of airlines.” And that’s when he lists a small checklist of how such experiences can be managed by businesses today.

Customer Expectations 105

Customer Expectations Meeting Self Service How To 105

Thematic

SEPTEMBER 16, 2019

But this takes precious headcount and a ton of manual effort. Let’s say you work for an airline, and you’re trying to analyze customer feedback. They can help figure out what the most important results are and how to act on them, adding a human touch to the way you use thematic analysis. Quantify customer feedback.

Analysis 84

Analysis Software NPS Analytics 84

Elevio

APRIL 12, 2017

Shinesty ranked 1st in Customer Effort Score, receiving the highest score among all companies using CES. In a personal experience, I remember being super annoyed with a certain airline that I called and immediately said, “Can I speak with someone who has the authority to solve my problem?” Our 90 NPS score, 9.9

Effort Score 40

Effort Score Airlines Measurement Brands 40

CX Journey

APRIL 19, 2016

In a whitepaper by Rutgers, A New Framework of Employee Engagement , they note that: a meta-analysis of the financial performance of 1,979 business units in ten companies found that business units that score above the database median on both employee and customer engagement metrics were, on average, 3.4 What about your company? Unknown.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

Michel Falcon Experience

MARCH 17, 2023

Michel Falcon: Welcome to the People-First Culture Podcast with me, Michel Falcon, where I share lessons I’ve learned, and those of others, on how to build a more purposeful business and career. They may not say that to themselves, but it does require a little bit more effort. Hey, everyone. It can’t be anecdotal.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

Kustomer

OCTOBER 7, 2021

So I think that brands are starting to think about how they can proactively engage in a different way. They’re just not always aware of how to do that.”. For CX leaders struggling to automate tasks, the experts suggest starting with simple, lower-effort things and then working up to more complex issues. Ruth Zive: (08:49).

Banking 98

Banking Contact Center Airlines e-support 98

Peter Lavers

MARCH 17, 2015

Too many initiatives focus on the physical “what we will do for you” rather than the emotional “how we will make you feel about it” The body of independent research confirms that more than 50% of the customer experience is emotional – customers remember how they felt, not how well they were processed!

Innovation 40

Innovation Customer Experience Self Service Effort Score 40

ProProfs Chat

DECEMBER 23, 2019

In spite of such efforts, why do you see so many businesses struggling to get customer centricity on track? But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation. And how do you know that DHL has actually found success through this process?

Customer Centricity 96

Customer Centricity Customer Journeys Knowledge Base Effort Score 96