Blake Morgan

OCTOBER 20, 2022

United Airlines flight attendants created their own version of NPS. Employee experience is the basis of customer experience and leads to strong revenue growth. Employees are valuable customers and are giving themselves a voice to show their frustrations. It’s tough to work in the airline industry these days.

NPS 98

NPS Airlines Management Employee Experience 98

CX Journey

APRIL 19, 2016

Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway. Southwest Airlines is a great Customer-centric airline with excellent employee engagement.

Airlines 60

Airlines Examples Net Promoter Score Transportation 60

CX Journey

MAY 8, 2019

From the book: Internal quality is measured by the feelings that employees have toward their jobs, colleagues, and companies. Sounds like measuring the employee experience to me! They provide examples of Southwest Airlines and American Express and how these two companies have linked internal service quality to profitability.

Airlines 151

Airlines Travel Loyalty Customer Satisfaction 151

CX Journey

MAY 8, 2019

From the book: Internal quality is measured by the feelings that employees have toward their jobs, colleagues, and companies. Sounds like measuring the employee experience to me! They provide examples of Southwest Airlines and American Express and how these two companies have linked internal service quality to profitability.

Airlines 88

Airlines Travel Loyalty Customer Satisfaction 88

Beyond Philosophy

OCTOBER 29, 2020

For example, we were working with an airline that wanted to improve their experience. ” In essence, this alone tells you everything you need to know about this airline. Good leadership provides an excellent employee experience and the employee experience you provide is essential.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Andrew Mcfarland

JANUARY 16, 2018

(Guest post written by Carolyn Jenkins, a SaaS technology leader with award-winning experience leading companies in customer success, support, training, delivery, account management, human resources, and corporate operations.) Recently, I spoke with a software company that is enhancing its customer success.

Employee Experience 99

Employee Experience Customer Success Customer Experience Software 99

Experience Investigators by 360Connext

MAY 16, 2023

Southwest Airlines, while still recovering from their holiday-time meltdown, is known for proactively addressing customer concerns. On This Southwest Airlines Flight, Almost Everything Went Wrong. And when that does happen, they want to hear directly from the brand. I flew with them several years ago and the wifi was just bad.

Airlines 143

Airlines Feedback Customer Service Representative Contact Center 143

Qualtrics

FEBRUARY 17, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Most organizations are surveying their employees, but very few are delivering truly strategic employee experience (EX) programs.

Employee Experience 29

Employee Experience Leadership Automotive Employee Engagement 29

Beyond Philosophy

AUGUST 11, 2022

The deficit happened because people were not flying as much during the pandemic, so the airlines laid off the pilots. Now, travel is back on, so airlines need pilots. So now, airlines have staffing shortages and cancellations. From both a customer and employee experience perspective, nothing is the same.

Airlines 146

Airlines Net Promoter Score Self Service Effort Score 146

Ian Williams

JANUARY 11, 2020

They book a flight, a hire car, insurance, ground transport, entertainment – the airline is only responsible for part of the experience, but should be considering the customer’s overall experience and understanding how they can improve or influence it.

Airlines 52

Airlines Transportation Entertainment Insurance 52

Aveus

JULY 12, 2017

Let’s look at an example of a company who has focused on its customers consistently over time, and evolved its operations and employee experience to meet the ever-changing demands of the marketplace. Southwest Airlines. Many have written about Southwest Airlines’ ability to focus on who they serve and what they solve.

Airlines 100

Airlines Effort Score Travel Culture 100

ShepHyken

NOVEMBER 23, 2020

Southwest On The Importance Of Employee Experience by Tiffani Bova. Forbes) There’s a message I frequently tell our customers: happy employees make customers happy. Southwest Airlines knows this – they excel by putting employees at the center of their business. We look at their employee experience.

Customer Service 82

Customer Service Net Promoter Score Airlines Contact Center 82

Hallmark Business Connections

OCTOBER 27, 2020

Alaska Airlines, for example, encourages employees to engage customers on a human level before taking any other action. Each interaction is given the time and space necessary to care for the actual human being.

Company 98

Company Airlines Telecommunications Social Media 98

Experience Investigators by 360Connext

APRIL 28, 2017

These changes have improved the employee experience in dramatic ways, too! Who wants to work in a place where customers complain both to and about the employees in viral videos and publicly on social media ? So Comcast made dramatic efforts to improve the wait times and engaged their employees in the field to help.

Case Study 152

Case Study Conference Airlines Wait Times 152

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. Improving the employee experience in this way ultimately enhances the customer experience as well.

Report 52

Report Healthcare Airlines Transportation 52

ShepHyken

JUNE 4, 2018

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 . How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C.

Customer Service 75

Customer Service Airlines CRM Social Media 75

Zeisler Consulting

JANUARY 25, 2021

Okay… now, feel free to refer to that as you read on, because I’m not trying to say that engagement isn’t fundamental; in fact, it’s a bedrock necessity if you’re going to provide a good Customer experience that you first ensure you are providing a good employee experience. For example, while I’m sure Zappos!

Culture 93

Culture Airlines Employee Experience Customers 93

Calabrio

OCTOBER 19, 2022

Extra hotel nights were booked, an additional dinner was prepared, and we coordinated safe transportation once airlines were cleared for travel. Invest in Your Employee Experience. Blake Morgan , Customer Experience Futurist, joined Tom Goodmanson during the C3 keynote to bring insight into building greater customer experiences.

Connections 147

Connections Contact Center Analytics Travel 147

C Space

DECEMBER 2, 2021

Here is a thought experiment to illustrate the point. Alongside Delta in the business travel category are brands such as United Airlines, Southwest, American, and Jet Blue; each player is competing to capture as much of the domestic business travel market as possible. This marks the transition from industries to competitive arenas.

Airlines 52

Airlines Travel Entertainment Culture 52

CX Journey

OCTOBER 13, 2015

I was excited to be asked for my thoughts, and my response probably won't surprise anyone: fix the employee experience first. By treating employees well, you end up with a first-class workforce that will, in turn, demonstrate a good work ethic and great customer service. Gary Kelly, Southwest Airlines CEO.

Customer Experience 80

Customer Experience Airlines Touchpoint Report 80

Beyond Philosophy

APRIL 15, 2019

Singapore Airlines, which has been consistently voted one of the top airlines in the world, has a strong customer service culture. Employees are the center of customer service because what happens on the inside of a company, will eventually show up on the “outside.” We shouldn’t see employees as simply revenue generators.

Culture 115

Culture Customer Service Leadership Airlines 115

Michel Falcon Experience

MAY 21, 2015

Venture Beat published an awesome post on KLM, the European airline, on how their 150 social media customer service agents have generated annual revenue of $25 million through social media. The post KLM and the Profitable Social Customer Service Agent appeared first on Michel Falcon Customer and Employee Experience Expert.

Customer Service 60

Customer Service Social Media Airlines ROI 60

CX Journey

JULY 13, 2017

These examples all come from well-meaning bloggers and reporters over the years who want to create a quick fix to engage employees. On top of that, a lot of what is written about what employee engagement often defines the "employee experience" in general. Perks and rewards do not drive employee engagement.

Employee Engagement 128

Employee Engagement Engagement Rewards Programs Airlines 128

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? Let's go back to listening to employees and improving the employee experience.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

ijgolding

OCTOBER 19, 2015

I discovered midway through writing it that my flight had been cancelled – not from my airline (SAS – Scandinavian) – but by overhearing two passengers having a conversation with each other. At the centre of the chaos was a human – not an employee of SAS – the airline who had caused the problem was nowhere to be seen.

Customer Experience 120

Customer Experience Airlines Customer Centricity Customers 120

inmoment

MARCH 12, 2020

We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations! Tip #5: Don’t Forget Your Employees. We cannot underscore the need to keep an employee experience perspective during this time. The Bottom Line.

Customer Experience 93

Customer Experience Travel Tips Policies 93

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. An airline Gate Agent is asked by a passenger to check-in for a same-day, earlier flight.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

CX Journey

MARCH 31, 2015

Confused by some of the employee experience lingo you''re hearing? We talked about the employee experience, employee journey mapping, and solutions that drive or impact workforce efficiency. During the presentation, a lot of employee experience terms were used, and I attempted to clarify with some definitions.

Customer Journeys 80

Customer Journeys Employee Engagement Employee Experience Culture 80

CX Journey

JANUARY 23, 2019

While customer experience strategies and transformations must include a priority focus on the employee experience, they often don’t. Many companies believe they can improve the customer experience without improving the employee experience. Happy employees lead to happy customers. Big mistake.

Culture 94

Culture Leadership Customer Centricity Airlines 94

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. Hamdi Ulukaya, Chobani Put your employees first, and they`ll take you places you`ve never dreamed of.

Airlines 162

Airlines Culture Employee Engagement Leadership 162

Customer Bliss

AUGUST 17, 2017

We’re going to spend a lot of time in the next book discussing the pros and cons of specific experiences, both good and bad. You may see a company one day go through a total customer experience/PR flame-out (United Airlines is a recent example, or Volkswagen) and wonder to yourself: How does that happen?

Airlines 191

Airlines Culture Innovation Interaction 191

ShepHyken

APRIL 6, 2020

The first is based on creating enough value through the experience the customer would never want to go anywhere else. For example, an airline frequent flier program. This article explores different ways to deliver value-added content that enhances the customer experience. My personal favorite on the list is the use of video.

Customer Service 75

Customer Service Loyalty Airlines Loyalty Programs 75

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. As the Fortune article points out, the Generation Z, fun-workplace-seeking employees will comprise at least 20% of the workforce by 2019, just three short years from now. Employee Ambassadorship Can Recruit Your Generation Z Workforce.

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

SurveySparrow

JUNE 20, 2023

Employee welfare has a major impact on business success. Ensure you value your employees and address their needs. Know more about your employees, by signing up to SurveySparrow ’s employee experience survey. Encourage Feedback Encourage your customers to share their experiences.

Examples 52

Examples Customer Service Customer Experience Exceptional Customer Service 52

Forrester's Customer Insights

OCTOBER 14, 2021

United Airlines CEO Scott Kirby is on a media tour extolling the success of its mandatory vaccination policy, which in just seven weeks has resulted in vaccination of 99.7% of its 67,000 US employees. As for the remaining 232 employees, the termination process has begun.

Airlines 26

Airlines Policies Government Employee Experience 26

ECXO

APRIL 5, 2021

What I do know is that where the businesses I advise follow the advice they are much more successful at driving real positive change and really do begin to evolve their culture to be more customer experience aware and start to exhibit behaviours that will support that shift into the future. That just makes me happy! Follow Alan. The post Q.

Strategy 52

Strategy Consulting Airlines Culture 52