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

Experience Investigators by 360Connext

JANUARY 14, 2015

Are employees the answer to the customer experience question? Southwest Airlines, Zappos and Amazon were all the disruptors of their day, and they all focused on delivering exceptional customer service. I was recently challenged to defend this belief and here’s how I answered. Make no mistake.

Customer Experience 110

Customer Experience Airlines Employee Engagement Government 110

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! If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

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

Beyond Philosophy

APRIL 15, 2019

Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Suttle says defining and becoming a guardian of your customer service culture is essential for your organization’s leadership. Add to it that leadership also wants to have an ROI. Here are the top ten.

Culture 114

Culture Customer Service Leadership Airlines 114

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 Investigators by 360Connext

MARCH 25, 2015

‘Your CEO needs to put the customer first; strong leadership drives strong culture’ David Mingle @GM #NGCE — Nick Ris (@nickris) March 24, 2015. Rachel McCarthy , Vice President of Inflight Experience for JetBlue Airline, mentioned how a full can of soda can be seen as inspiring. Little things have a huge impact.

Metrics 110

Metrics Chief Customer Officer Conference Airlines 110

CX Journey

MARCH 12, 2015

Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization. Engaged employees impact culture, and a strong culture can lead to engaged employees. And so the cycle will continue.

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

ShepHyken

MARCH 23, 2018

Better practices that emanate from leadership can prevent or correct such leaks and perhaps turn them into growth opportunities. Employee – mission disconnect. Situation : Your mission statement has become, or always has been, merely words on a wall and not a philosophy embraced by employees. Distrust of leadership.

Communication 81

Communication Leadership Airlines Social Media 81

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Bill Quiseng. Bill has over thirty years of luxury resort/club management experience.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Experience Investigators by 360Connext

JANUARY 26, 2015

Customers know right from wrong, and the organizational leadership does, too. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Industry 110

Industry Customer Experience Social Media Leadership 110

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

ijgolding

DECEMBER 14, 2016

Two very simple, yet interesting questions that have been very publically brought to the fore by British airline, Monarch. Should they do so, Monarch’s leadership will not solely ‘use’ their people to attract and possibly keep more customers, they will also recognise the efforts of their people in other ways.

Customer Experience 120

Customer Experience Advertising Airlines Leadership 120

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Bill Quiseng. Bill has over thirty years of luxury resort/club management experience.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

CSM Magazine

JULY 4, 2017

It’s how your customers and your employees feel about your company. 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. What can I do for you?

Management 72

Management Customer Service Hotels Airlines 72

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

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!

Airlines 93

Airlines Culture Employee Experience Customers 93

GetFeedback

JANUARY 6, 2020

Some companies display posters of different personas to remind employees of who they are serving. . Think of other ways you can use personas as a tool for employee engagement and communications. In a fast-growing tech company driving for market share and “category leadership,” revenue is what matters most.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

Oracle

OCTOBER 29, 2019

He continues, “These automated, immediate workflows do not require human intervention, allowing HR representatives to refocus their efforts on strategic and relationship-building initiatives like coaching, leadership development, and HR transformation projects.” ” GIFs: a way to express feelings without any words.

Employee Experience 44

Employee Experience Gamification Tools Chatbots 44

CX University

FEBRUARY 13, 2018

Let me provide a timely example: United Airlines Discovers One Moose Too Late in 2017. Do you remember the incident on United Airlines last year, when the airplane crew had a passenger forcibly removed? You can trust employees to execute a customer experience initiative more deftly than leadership could on its own.

Customer Centricity 67

Customer Centricity Airlines Policies Course 67

Strativity

AUGUST 22, 2017

News flash: United Airlines). Your PR Department now includes every employee in your organization. Click here for full thought leadership piece [download id=”21137″]. Congratulations! The post Creating a Culture of Resilience and Empowerment – Chief Executive Magazine appeared first on Strativity.

Culture 40

Culture Airlines Policies Leadership 40

Strativity

AUGUST 22, 2017

News flash: United Airlines). Your PR Department now includes every employee in your organization. Click here for full thought leadership piece. In today’s era of empowerment, every customer operates a personal news network and is able to easily broadcast their experiences and opinions to millions. Congratulations!

Culture 40

Culture Airlines Policies Leadership 40

Beyond Philosophy

FEBRUARY 27, 2017

I’ve also qualified for airline elite status after a busy travel year, and then watched the perks squandered when I didn’t fly as much in the next one. Engaged employees aren’t just satisfied with their working conditions and pay, they want to go above and beyond, to innovate and advance the company’s goals.

Rewards Programs 60

Rewards Programs Hotels Travel Chief Customer Officer 60

CSM Magazine

JUNE 21, 2018

Blind Leadership. A major airline responded to customer complaints by notifying customers of their “Customer First” initiative for employees. A major airline responded to customer complaints by notifying customers of their “Customer First” initiative for employees. Which of these CX flaws sidetrack your company?

Company 40

Company Customer Experience Net Promoter Score Effort Score 40

Comm100

MAY 21, 2019

of Southwest Airlines who shares some amazing stories about Southwest’s culture – the people in front of customers and behind the scenes who are energized to deliver amazing service and who all play a part in a positive, flourishing culture. . Jeff Toister Keynote – Hidden Obstacles to Outstanding Customer Service. Next up is Ginger Hardage.

Conference 143

Conference Contact Center NPS Culture 143

Qualtrics

FEBRUARY 20, 2020

You’ll find it all at X4 – stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping XM professionals reach new heights in employee experience. World-class thought leadership. XM leadership - taking the whole company with you.

Government 32

Government Employee Experience Leadership Employee Engagement 32

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

Strativity

JULY 16, 2014

Increasing Employee Engagement. Influencing Senior Leadership. Further, the CEM Certification focuses on the skills and tools necessary to lead major transformational initiatives, including: . Raising Customer Satisfaction scores. Leading Change Management.

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40

Qualtrics

FEBRUARY 17, 2020

Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Hear inspirational stories and thought leadership that will give you plenty to take back to your organization. World-class thought leadership. Take your EX program to a new level with world-class thought leadership. What’s new in EX?

Employee Experience 29

Employee Experience Leadership Automotive Employee Engagement 29

CX Journey

SEPTEMBER 8, 2016

If employees aren't happy, engaged, and equipped with the right tools and resources to do their jobs, then the customer suffers. So it's important that we listen to employees and find out what's keeping them from being able to delight customers. I conducted an employee journey mapping workshop for a small retailer.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

Michelli Experience

JANUARY 12, 2016

They were traveling on Southwest Airlines on what is purportedly the “busiest travel day of the year.”. Last week my son got married (which is very odd since I remember bringing him home from the hospital and certainly that couldn’t have been that long ago). Back to the story….

Travel 100

Travel Airlines Hospitality Groups 100

Tricia Morris

DECEMBER 4, 2015

Customer service has not been the demise of most, but Richard Branson, quoted above, credits service for his airline’s survival. When we started Virgin Atlantic thirty years ago we had one 747 and we were competing with airlines that had an average of 300 planes each. They had might, but they didn’t have customer service.

Customer Service 40

Customer Service Airlines Poor Customer Service Social Media 40

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. Customer-centric leadership is something that needs to be learned and practiced.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Beyond Philosophy

JUNE 4, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. They included CarMax, BMW, Costco, Harley-Davidson, IKEA, JetBlue, Johnson & Johnson, New Balance, Patagonia, Timberland, Trader Joe’s, UPS, Wegmans, and Southwest Airlines. Michael Lowenstein, Ph.D.,

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Up Your Service

AUGUST 8, 2018

KAUFMAN: There are many measures, surveys, and indices that can be used: customer satisfaction or customer loyalty scores, employee engagement scores, net promoter scores, etc. The important thing is: is it engaging? For instance, Singapore Airlines has this slogan: “Service even other airlines talk about.”

Culture 53

Culture Airlines Net Promoter Score Leadership 53

Up Your Service

AUGUST 8, 2018

RON KAUFMAN: There are many measures, surveys, and indices that can be used: customer satisfaction or customer loyalty scores, employee engagement scores, net promoter scores, etc. The important thing is: is it engaging? For instance, Singapore Airlines has this slogan: “Service even other airlines talk about.”

Culture 40

Culture Airlines Net Promoter Score Leadership 40