GetFeedback

JUNE 10, 2019

We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle. It’s not uncommon for companies to struggle to gather feedback that is actually useful or even get enough responses. What makes a feedback form work? Make intentional questions.

Feedback 199

Feedback Survey Conference Airlines 199

Clarabridge

OCTOBER 17, 2017

Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. This is not good.

Airlines 40

Airlines Feedback Study Hospitality 40

Customer Bliss

APRIL 25, 2017

The United Airlines incident is eventually going to fade from public consciousness, but I wanted to try and address it a few times. Finally, I’d welcome feedback and discussion on your views/take on United and what happened, what they should do, etc. Episode Overview.

Airlines 128

Airlines Customer Experience Professionals Course Connections 128

Experience Investigators by 360Connext

DECEMBER 14, 2021

There were more air rage incidents this year than in any year since the airline industry started recording these types of situations, for example. Customers have been providing feedback and not hearing much from those who hear it. This means knowing how to not only respond to customers, but to act on their feedback and ideas.

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

ReviewTrackers

APRIL 13, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: United Airlines’ customers are outraged because of the forced removal of a passenger from a plane. Subscribe to receive these stories and more every week in your inbox.

Airlines 50

Airlines Travel Video Feedback 50

SurveySparrow

OCTOBER 13, 2023

Feedback looping is a crucial concept in successful business strategies, but it is often misunderstood. In this blog, we will explore the concept of feedback looping, including its significance, real-world examples, and the transformative impact it can have on businesses. What is a Feedback Loop? Too much to handle?

Feedback 52

Feedback Examples Social Media e-support 52

Michelli Experience

APRIL 14, 2017

We were on our way to a wedding in Norway, with a layover in Hamburg, when the airline lost my husband’s luggage. The ideal analysis of customer feedback should focus on themes , linking them on emotions. Tired and frustrated, we headed to a local department store to buy a whole new wardrobe. Emotion analysis for actionable insights.

Analysis 223

Analysis Feedback Effort Score NPS 223

InMoment XI

OCTOBER 28, 2021

As Jan Carlzon, former CEO of Scandinavian airline SAS, once said, “If you’re not serving the customer, your job is to be serving someone who is.”. I often talk about customer experience lying at the intersection of communications, operations, technology, and employees. Which really means it encompasses all aspects of your organization.

CRM 493

CRM Airlines Government ROI 493

PeopleMetrics

FEBRUARY 13, 2018

On a recent fight on American Airlines, however, I experienced the opposite of an easy experience - it indeed had quite a bit of friction and effort. American Airlines turned the Wi-Fi experience from one that was easy and enjoyable to one that is clunky and full of friction. Let me explain. Photo by Javier Cañada on Unsplash.

Airlines 66

Airlines CEM Travel Software 66

Zonka Feedback

DECEMBER 21, 2023

Setting out on a journey goes beyond the mere transit from one destination to another; it's about crafting experiences that linger in the minds of passengers long after the flight touches down.

Airlines 52

Airlines Survey Feedback Management 52

Blake Morgan

OCTOBER 20, 2022

United Airlines flight attendants created their own version of NPS. Now, employees are turning that metric back on the company as a way to give brutal real-time feedback and remind management that they are customers too. It’s tough to work in the airline industry these days. I feel supported by management. rated it a 0-6.

NPS 98

NPS Airlines Management Employee Experience 98

InMoment XI

NOVEMBER 20, 2023

It goes beyond the traditional methods of customer feedback analysis, offering a sophisticated approach that enables brands to stay ahead in an intensely competitive landscape. Customer retention rates and customer service can be improved by using AI to actively listen for qualitative feedback and elicit more valuable responses.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

AskNicely

NOVEMBER 29, 2016

On my favorite airline, and I’m a patriotic points collector. The airline did a poor job of sorting it out and I was disappointed because there were things that could have been handled better (mainly that my bag had got wet, left on a frozen runway somewhere for two days in the rain and then returned to me as a block of ice.

Net Promoter Score 150

Net Promoter Score Survey Airlines CRM 150

AskNicely

NOVEMBER 29, 2016

On my favorite airline, and I’m a patriotic points collector. The airline did a poor job of sorting it out and I was disappointed because there were things that could have been handled better (mainly that my bag had got wet, left on a frozen runway somewhere for two days in the rain and then returned to me as a block of ice.

Net Promoter Score 150

Net Promoter Score Survey Airlines CRM 150

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Are there customer feedback insights or reviews that express product quality concerns? Recently, many of the airlines that pioneered loyalty programs have disappointed loyal customers by changing the rules. Seek feedback and learn : Every great relationship thrives on two-way communication. But be careful with these programs.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Thematic

JULY 19, 2022

'Cleano' in its natural habitat But is it the same when it comes to AI analyzing feedback? Let’s dig into this topic and see some real examples of how AI and people can collaborate to get the best insights from feedback faster. Then I came across customer feedback analysis. Can you trust a black box approach?

Feedback 71

Feedback Analytics Analysis How To 71

Experience Investigators by 360Connext

MAY 16, 2023

The customer feedback consistently tells us how customers are confused, irritated, annoyed, and frustrated. 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.

Airlines 143

Airlines Feedback Customer Service Representative Contact Center 143

GetFeedback

JANUARY 12, 2020

Through Voice of the Customer (VoC) surveys and many other sources of customer feedback, it can seem like a game of whack-a-mole. Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats. airline, which has a more than a four-decade record of leading the U.S.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

ImprintCX Articles

FEBRUARY 13, 2024

Continuously listening (and acting) on customer feedback changes cultures, identifies heroes within organizations that were hidden before, and drives business outcomes, too. Companies who truly act on customer feedback can save lost customers, expand customer relationships, and identify/recognize employees delivering exceptional experiences.

Airlines 52

Airlines Feedback Culture Customer relationships 52

Uniphore

OCTOBER 7, 2021

This also includes ensuring fast response times, acting on customer feedback, showing empathy, offering omnichannel support and self-service options and providing the personal touch. The chain took the feedback on board, designed new labels to showcase Lily’s insight to her fellow customers and renamed the product “giraffe bread.”

Examples 113

Examples Customer Service Company Airlines 113

SurveySparrow

JUNE 18, 2021

Looking for some samples of feedback forms that you can use to create your own? Companies understand that it’s crucial to gather feedback from their customers. Over two-thirds of companies gather and act on feedback from their customers. But most companies struggle to collect actionable feedback from their customers.

Feedback 52

Feedback Net Promoter Score Effort Score NPS 52

Michelli Experience

APRIL 14, 2017

We were on our way to a wedding in Norway, with a layover in Hamburg, when the airline lost my husband’s luggage. The ideal analysis of customer feedback should focus on themes , linking them on emotions. The post {Guest Post} Emotional Analysis Of Customer Feedback: The Missing Link appeared first on Joseph Michelli.

Analysis 100

Analysis Feedback Effort Score NPS 100

ShepHyken

JANUARY 26, 2022

In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. If I have something to say, I’m happy to share some feedback. I get a survey. I’m tired of getting surveys.

Survey 123

Survey Rewards Programs Airlines Hotels 123

InMoment XI

JUNE 1, 2015

Lessons for engaging customer feedback programs from an international flight I recently traveled from India to the United States on Lufthansa Airlines with my dog Zuri. She was going to be alone for almost 24 hours, traveling in the cargo hold. I had a sinking feeling when I kissed her goodbye before our journey.

Travel 200

Travel Airlines Feedback Engagement 200

InMoment XI

JUNE 1, 2015

Lessons for engaging customer feedback programs from an international flight I recently traveled from India to the United States on Lufthansa Airlines with my dog Zuri. She was going to be alone for almost 24 hours, traveling in the cargo hold. I had a sinking feeling when I kissed her goodbye before our journey.

Travel 200

Travel Airlines Feedback Engagement 200

InMoment XI

JUNE 1, 2015

Lessons for engaging customer feedback programs from an international flight I recently traveled from India to the United States on Lufthansa Airlines with my dog Zuri. She was going to be alone for almost 24 hours, traveling in the cargo hold. I had a sinking feeling when I kissed her goodbye before our journey.

Travel 200

Travel Airlines Feedback Engagement 200

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. So, as you’re monitoring your CSAT score, you should also be collecting feedback, acting on it, and implementing other strategies that will actually improve the experience; this will ultimately lead to a better CSAT score and other desirable business outcomes. However, when it comes to industry, CSAT varies. .

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

GetFeedback

JULY 19, 2019

Use that test as an opportunity to see how many surveys were filled out, to understand the quality of the feedback being received, etc. Consider JetBlue, one of the leading airline carriers in the U.S., Passenger feedback from a Philadelphia-based airport alerted JetBlue to dissatisfaction. Then, work steadily to move the mark.

ROI 309

ROI How To Touchpoint Hotels 309

AskNicely

SEPTEMBER 12, 2017

Over the past three years, we’ve worked tirelessly to make it super easy to collect, analyze and action customer feedback using our browser based-app. To take NPS to the next level, you need a simple way to get a given customer’s feedback into the hands of the right person, immediately. We’ve had great feedback on it so far.

NPS 150

NPS Net Promoter Score Airlines Travel 150

CX Journey

DECEMBER 9, 2014

By now, you know the Gartner statistic: 95% of companies collect customer feedback. Yet only 10% use the feedback to improve, and only 5% tell customers what they are doing in response to what they heard. This is a great example of how to follow up with customers after they''ve provided feedback! But I digress.

Airlines 173

Airlines Travel Voice of Customer Feedback 173

Retently

MARCH 23, 2023

In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback. In 2020, United had one of the worst complaint rates, being responsible for nearly 1 out of 3 complaints filed against all US airlines.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

Lumoa

JUNE 14, 2023

To illustrate, let’s take the example of United Airlines’ reputation crisis. But since they’ve gone all out to improve their customer service and received more favorable reviews, United Airlines’ NPS score has improved significantly and currently stands at a much healthier 50. That’s a huge mistake.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Zeisler Consulting

DECEMBER 8, 2021

Our airline teamed with a company that, theoretically was supposed to aid us in locating a testing facility, scheduling and paying for a test, and directly uploading the results into our airline’s system so that—again, in theory—we’d not even have to bring any sort of paperwork along when we flew out.

Airlines 72

Airlines Travel Brands Touchpoint 72

Maru Group

JUNE 5, 2023

Airlines can differentiate their offer through their airport lounges. We utilized the Maru experience and insights platform to instantly access recent air travelers who have used the airport or airline lounges during their journey. Service Friendly, helpful, and welcoming service that is attentive and maintains service standards.

Airlines 52

Airlines Travel Touchpoint Case Study 52

Genroe

OCTOBER 3, 2016

Do you ever wonder what separates the organisations that really excel at customer feedback from the ones that fail dismally? What actually separates Zappos, Amazon, Southwest Airlines and Apple, organisations with outstanding customer loyalty, from the companies you’ve never heard of, because they are entirely forgettable?

Feedback 45

Feedback Airlines Loyalty Customers 45

CSM Magazine

NOVEMBER 2, 2022

The airline has future-proofed its payment security and PCI DSS compliance requirements, while also providing a frictionless customer experience by enabling all agents to personally support customers with successfully completing transactions over the phone.

Airlines 52

Airlines Comparison Innovation Training 52

GetFeedback

APRIL 8, 2019

Most of the time, the math is done for you by the customer feedback solution. For example, a report shows the average NPS score for airlines is 44, while the average NPS score for health insurance companies is 13. Ask for qualitative customer feedback. Act on the customer feedback. NPS scores vary by industry–a lot.

NPS 247

NPS Net Promoter Score Effort Score Metrics 247