Beyond Philosophy

NOVEMBER 14, 2017

Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second. Among airlines, working in a supportive, trusting, fun, responsive and energetic culture isn’t confined to staff at Virgin.

Airlines 87

Airlines Culture Consulting Leadership 87

CX Journey

JUNE 23, 2015

Because when 70% of our workforce is "not engaged" or "actively disengaged," according to Gallup, we cannot expect to have a great customer experience. If your employees aren't engaged, it will be very difficult for them to delight your customers. Herb Kelleher, Southwest Airlines How, then, do we get to this state of nirvana?

Engagement 80

Engagement Employee Engagement Airlines Employee Experience 80

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization.

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

Alida

DECEMBER 15, 2016

Engage with your patients throughout the process to benchmark satisfaction metrics and get a better understanding of its impact to wait times, consumer perception and other factors of patient care. Engage your physicians and other employees. The role of employees in delivering quality care can’t be overstated.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

Bill Quiseng

JUNE 19, 2017

Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. Happy employees are inclined to go above and beyond for your customers. You can’t satisfy customers with disengaged employees. Start there first. What can I do for you?

Customer Service 139

Customer Service Management Employee Engagement Airlines 139

ShepHyken

NOVEMBER 26, 2018

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. I have added my comment about each article and would like to hear what you think too.

Customer Service 81

Customer Service Airlines Employee Engagement Rewards Programs 81

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

Experience Investigators by 360Connext

DECEMBER 15, 2014

Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. Many organizations, especially airlines, admit how critical it is to keep this segment happy. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

ShepHyken

AUGUST 7, 2018

Putting Your Customer First By Putting Your Employees First. Shep Hyken sits down with James Dodkins to discuss James’s new book, 136 Ideas For Rockstar Employee Engagement , having an employee mission, and the real definition of customer experience. ? ?. What’s the importance of an employee mission?

Employee Engagement 76

Employee Engagement Airlines Culture Engagement 76

Experience Investigators by 360Connext

JANUARY 21, 2015

Airlines may argue their journey is about the actual time in-air for a customer, but as customers, we all know it starts earlier and ends later. One airline trying to understand the actual journey more for their customers is Virgin Atlantic. In the case of airlines, yes, they want to travel to a certain destination.

Customer Journeys 110

Customer Journeys Airlines Travel Social Media 110

ClearAction

JULY 29, 2018

Customer Engagement is an Enterprise-wide Imperative Lynn Hunsaker. Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Experience Investigators by 360Connext

APRIL 7, 2015

We booked our flight through US Airways , but all our flights were operated by American Airlines. It should be noted it was booked this way through the airline, meaning we weren’t cobbling together two flights. The AIRLINE changed both flight times in the months between booking and leaving. Thanks, AA! No complaints.

Airlines 110

Airlines Customer Experience Travel Hotels 110

Calabrio

OCTOBER 19, 2022

Ensuring Safety and Offering Additional Engagement. This also demonstrated that even in the face of an unexpected hurricane, we were able to find a way to pivot and create an opportunity for further engagement. Additional training opportunities are also an effective way to engage and motivate your team.

Connections 147

Connections Contact Center Analytics Travel 147

SurveySparrow

JUNE 21, 2023

Hence, each touchpoint contributes to customer loyalty and the likelihood of future engagement. Signup for Free 14-Day Free Trial • No Credit Card Required • No Strings Attached Example: An airline proactively communicates travel disruptions to passengers, providing alternative solutions and ensuring their well-being. Grab it soon!

Customer Experience 52

Customer Experience e-support Touchpoint Loyalty 52

Experience Investigators by 360Connext

MARCH 4, 2015

Industries that have long held customers because of lack of choices like airlines, cable and financial institutions are now beginning to pay the piper! Adam and I discussed how one particular airline, RyanAir , made a change swiftly when they saw the negative impact of a policy of treating customers poorly.

Customer Service 110

Customer Service Airlines Social Media Loyalty 110

Experience Matters

APRIL 3, 2015

You have two choices for driving employee behaviors: 1) Prescribe all of their actions and put in place mechanisms to monitor and control them, or 2) Create a culture that encourages them to act consistently with your organization’s objectives. Employee Engagement : Employees are fully committed to the goals of the organization.

Culture 120

Culture Customer Connectedness Airlines Employee Engagement 120

CX Journey

MARCH 31, 2015

Employee Engagement is a phrase that gets thrown around a lot, so it''s important to understand what engagement means and how it comes about. This definition of engaged employees comes from Gallup. These employees willingly go the extra mile, work with passion, and feel a profound connection to their company.

Customer Journeys 80

Customer Journeys Employee Engagement Employee Experience Culture 80

CX Journey

APRIL 19, 2016

Kevin Kruse defines the ROI or the business impact of employee engagement (which is just one component or measure of the employee experience, along with trust, happiness, satisfaction, retention, etc.) as the Engagement-Profit Chain, which looks like this. Engaged employees lead to. That's insane.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

ProProfs Chat

SEPTEMBER 20, 2019

Syed thus turned to Twitter and expressed his anger towards the airline. . Instead of responding quickly to the promoted tweet of their customer, the airline giant took eight hours to reply. People are willing to spend $20 more when an airline responds to them within six minutes.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

CSM Magazine

JANUARY 26, 2024

Carlzon’s insights are drawn from his experience as the CEO of Scandinavian Airlines during a time when the company faced considerable challenges. His leadership saw a shift toward customer-centric strategies, with an emphasis on empowering frontline employees.

Touchpoint 52

Touchpoint Airlines Social Media Leadership 52

Michelli Experience

AUGUST 26, 2016

So why would I suggest the merger of technology and customer experience execution is both the “age of wisdom and the age of foolishness”… Put simply because some companies believe that technology alone will create customer engagement.

Technology 100

Technology Customer Experience Airlines Customers 100

ijgolding

FEBRUARY 13, 2018

In one role the link between employee engagement and customer satisfaction is highlighted, with a focus on hiring and nurturing talent. You get airport ground staff throwing baggage around like they’re trying out for the rugby world cup and undermining your hard-won reputation as the most customer-centric airline on the planet.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

Customer Enthusiast

NOVEMBER 7, 2014

While en route to Denver, I passed through the United Airlines Premiere lane at O’Hare. I don’t blame the passengers for this chaos; I blame the process or service model that’s in place to enable O’Hare airline passengers to pass efficiently from the main terminal to the secured portions of the airport.

Airlines 75

Airlines Travel Employee Engagement Training 75

Experience Investigators by 360Connext

DECEMBER 11, 2014

And when there is no mission around what to deliver, employees are left to make it up as they go. Take Southwest Airlines, whose mission is about service, without even mentioning an airplane! This inevitably leads to problems and customers disappear. The best companies begin with a mission directly aimed at customers.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Customer Enthusiast

SEPTEMBER 4, 2018

Telecommunications (telecom, TV, internet), health plans, government offices, airlines, and insurance are the industries that consistently produce the lowest overall customer satisfaction (OSAT) scores. This will disappoint hundreds of passengers who will hold the airline – not the FAA – responsible. Choose extraordinary.

Industry 78

Industry Airlines Insurance Telecommunications 78

Zeisler Consulting

JANUARY 25, 2021

Here goes: Good employee engagement is an absolute requirement in order to drive good CX. When we consider brands that are famous (at least to us) for putting their employees first, surely even they understand the risks of conflating them with their Customers, right? For example, while I’m sure Zappos!

Culture 93

Culture Airlines Employee Experience Customers 93

ShepHyken

JUNE 4, 2018

Most of the time, service should be friendly and engaging. HBR) In April 2017, United Airlines encountered public outrage when an Asian passenger was dragged out of his seat and off of an overbooked United Airlines plane. 3 Ways to Sweeten the Employee Experience by Kathleen Vegh . To me, that’s what “delight” is about.

Customer Service 76

Customer Service Airlines CRM Social Media 76

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. In the early days of Jeb’s tenure at Oracle, he found that employees desperately wanted to solve customers’ problems. Employee Engagement.

Chief Customer Officer 52

Chief Customer Officer Employee Engagement Engagement Airlines 52

ShepHyken

FEBRUARY 28, 2020

It was easy to dream about changing a company’s culture and influencing employee engagement. Read Shep’s latest Forbes article: Do Airline Passengers Have The Right To Recline? And when I jumped into my first CX role, I was almost paralyzed by the end result.

Roadmap 116

Roadmap Sales Case Study Airlines 116

SurveySparrow

SEPTEMBER 23, 2020

And, 18% of employees said they intend to stay with their organization for one year or less! They don’t have job-satisfaction or feel engaged with their work. Smooth employee journey and serene employee experience. The term “employee experience” started to gain popularity in 2017. The reason?

Customer Journeys 59

Customer Journeys Employee Engagement Employee Experience Feedback 59

Stella Connect

MARCH 12, 2018

Employee engagement is one of the biggest drivers of customer service quality and employee retention. The combined benefits of a feedback-based rewards program make it a particularly effective way to drive employee engagement and performance. They figure it’s out of their reach. What Types of Rewards Will You Give?

Rewards Programs 61

Rewards Programs Call Center How To Contact Center 61

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. Employee engagement is critical to your organization’s hiring efforts. When considering your offer, this new generation will dig deeper into social media to find where the best employee experiences exist.

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

Michelli Experience

OCTOBER 12, 2016

For example, had I read about something like Indian airline, IndiGo’s, recent effort to create a “quiet zone” (no children under age 12 in rows 1-4 or 11-14), I would have assumed a well thought out process. Ultimately, the marketplace will determine if “quiet zones” are a positive innovation for the airline traveler or if they are a flop.

Airlines 100

Airlines Travel How To Customer Experience Design 100

Experience Investigators by 360Connext

JANUARY 26, 2015

And customers simply don’t understand the way hiring thousands of customer-facing employees increases the chances of having less engaged, unhappy brand representatives. Social Customer Care: Best Practices for Major Engagement. Social Customer Care: Best Practices for Major Engagement. Mobile Communications.

Industry 110

Industry Customer Experience Social Media Leadership 110

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. He is a leadership employee engagement and customer service experience expert and keynote speaker through his consultancy brand at work. Gregg Ledermen.

Leadership 52

Leadership Culture Exercises Airlines 52

Experience Investigators by 360Connext

JULY 15, 2015

Your employees play a huge role in driving your customer experience. Companies like Southwest Airlines and Zappo’s have made it a huge part of their culture to make sure they recruit the right people. And the experiences their customers report reflect that.

Customer Experience 110

Customer Experience Airlines Loyalty Social Media 110

CSM Magazine

JULY 4, 2017

Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. Happy employees are inclined to go above and beyond for your customers. You can’t satisfy customers with disengaged employees. Start there first. What can I do for you?

Management 72

Management Customer Service Hotels Airlines 72