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“I Feel Supported By Management” – United Flight Attendants Rate Their Bosses Via NPS

Blake Morgan

United Airlines flight attendants created their own version of NPS. Flight Attendant Promoter Score (FPS) shows their thoughts on management. Employee experience is the basis of customer experience and leads to strong revenue growth. I feel supported by management. Employees Are Valuable Customers.

NPS 98
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Flying High and Well-Grounded: How Virgin and Southwest Practice Airline Employee Ambassadorship

Beyond Philosophy

Richard Branson and Herb Kelleher never studied HR theory or staff management principles. 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. Michael Lowenstein, Ph.D.,

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The Business Case for a Great Employee Experience

CX Journey

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.

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Focus on the People and the Numbers Will Come

CX Journey

When companies focus on people, their people - employees first, then customers - the numbers will come. They know the old management adage, companies are in business to maximize shareholder value, all too well. From the book: Internal quality is measured by the feelings that employees have toward their jobs, colleagues, and companies.

Airlines 151
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3 Examples of Change for the Better in Airlines

Beyond Philosophy

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.

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The Five Rules for Affecting Real Culture Change

Beyond Philosophy

In my early career in corporate life, the philosophy flavor of the month at that particular time was Total Quality Management. I was with a big corporate telecom at the time, and we went on a training course for Total Quality Management. For example, we were working with an airline that wanted to improve their experience.

Culture 167
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To Improve Customer Success, Improve Employee Experience

Andrew Mcfarland

(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.