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

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

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

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

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Are there customer feedback insights or reviews that express product quality concerns? Exercise, stress management, and eating specific foods can boost our serotonin. Recently, many of the airlines that pioneered loyalty programs have disappointed loyal customers by changing the rules. Is your product easy to use and navigate?

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

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. So if surveys are your only source of feedback, then at the most, you personally know 15% of all your customers’ angst. What can I do for you?

Customer Service 139

Customer Service Management Employee Engagement Airlines 139

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

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

SurveySensum

SEPTEMBER 26, 2023

As a product manager, this can be a disheartening experience. Imagine this scenario: Sarah, a dedicated product manager, launched a cutting-edge SaaS platform with an intuitive user interface and robust features. Your SaaS feedback platform acts as a bridge, connecting you directly to the voices of your customers.

Strategy 52

Strategy Management User Experience Measurement 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

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. However, despite their obvious similarities, Uber managed to get a score of 37, while Lyft is way behind with an NPS of 9. A great example is Uber and Lyft.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

Qualtrics

JULY 18, 2019

Collecting feedback from customers and employees is more important now than ever before. Simply collecting feedback, though, won’t make you successful. Closing the loop with customers is about getting back to the customer after they’ve given you some feedback. You have to take action. But that’s not where the work ends, either.

Feedback 49

Feedback Government Airlines Social Media 49

ShepHyken

OCTOBER 18, 2021

United Airlines Partners With Paypal for Contactless Onboard Purchases by Alison Fox. Is United Airlines just another business accepting online payments? Improve Customer Experience & Your Brand With Feedback by Jason Grier. CMSWire) Feedback is everywhere these days. My Comment: Feedback is a gift.

Customer Service 84

Customer Service Airlines Feedback Social Media 84

NICE inContact

AUGUST 9, 2018

For example, CSAT may highlight a critical product deficiency that requires a response from R&D, product management, customer service, and sales to ensure that: Customers are not sold something that is broken or impossible. Product managers are able to communicate the changes effectively both inside and outside of the organization.

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

CSM Magazine

JANUARY 26, 2024

The core message of Carlzon’s work revolves around managing these touchpoints to ensure positive customer experiences. Carlzon’s insights are drawn from his experience as the CEO of Scandinavian Airlines during a time when the company faced considerable challenges.

Touchpoint 52

Touchpoint Airlines Social Media Leadership 52

ijgolding

JANUARY 14, 2019

Even though most organisations on the planet have created some form of rhetoric around the importance of customer experience (CX), in practice, far too few have actually found a way to actually EMBED a way of managing it into the way they work. Which airline(s) were the guilty party? I am (or have been) a fan of KLM for many years.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

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. So if surveys are your only source of feedback, then at the most, you personally know 15% of all your customers’ angst. What can I do for you? About the Author.

Management 72

Management Customer Service Hotels Airlines 72

Alida

DECEMBER 15, 2016

To foster cultural integration and a smoother transition, leaders must communicate and engage frequently with managers and employees. More importantly, prove to your employees that you’re listening and use their feedback as you make improvements to your services. One example comes from the airline industry.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

Bill Quiseng

APRIL 25, 2021

For example, CASEing the practice of complimentary beverages on an airline flight, we began offering bottled water to guests who were checking in AND when they were checking out. Is it time to consider upgrading to a customer relationship management application instead of using the contact feature in Outlook? Allocate resources.

Customer Experience 190

Customer Experience Hospitality Guidelines Airlines 190

ijgolding

FEBRUARY 9, 2017

Research conducted by management consulting/customer research firm, TARP, shows that 50% of customers will just not bother contacting CS, choosing to sit in silence and never buy from you again. One case of bad CS that made it viral was the service provided by United Airlines. Businesses who have suffered.

Customer Service 120

Customer Service Airlines Fashion Sports 120

Kayako

MARCH 2, 2017

Outside forces such as interactions with other businesses and feedback from friends and family influence the service we expect to receive. Customers expect to contact companies to give feedback. Let’s take an industry most of us are familiar with: the airline industry. But your customer and their desires can be moving targets.

Customer Expectations 144

Customer Expectations Airlines Social Media Competitive Advantage 144

PeopleMetrics

JUNE 4, 2019

So how do B2C companies choose which customers to follow up with when they receive negative feedback, given the high volume of responses? For example, in the airline industry, customers with the highest CLV are frequent fliers. Each relationship and each interaction provide touchpoints for VoC feedback in B2B.

B2C 122

B2C B2B CEM Airlines 122

Kayako

MAY 13, 2022

Customer Community: an online space where customers can share feedback, ideas, reviews, and advice. A well-managed customer community can increase customer loyalty and convert some engaged customers to brand evangelists. Keep Customers up to Date on Demand Status.

Self Service 275

Self Service Knowledge Base e-support Policies 275

CloudCherry

APRIL 5, 2019

I would have our SDR team ask questions like this in their opening statement with people and I can’t tell you how amazing the feedback was that we got. Such as, The Ritz Carlton, Amazon, Apple, Costco, Footlocker, Lowes, Southwest Airlines, Google, USAA, and Netflix. or “Tell us what you think about our brand and your experience?”.

Omni-Channel 278

Omni-Channel Marketing Customer Experience B2B 278

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

Kustomer

SEPTEMBER 7, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss how to manage different types of customer expectations and service expectations during a global pandemic. The first is setting expectations for product arrival. .”

Customer Expectations 98

Customer Expectations Management Communication Customers 98

Thematic

FEBRUARY 11, 2024

I saw representatives of most major banks, airlines, hotels and casinos - Medallia’s bread and butter enterprise customers. Last year, we wrote about how Atlassian built infinite customer feedback loop using AI which is based on similar ideas: personalized connection with users through granular feedback analytics.

Conference 62

Conference NPS Hotels Self Service 62

Experience Investigators by 360Connext

APRIL 28, 2017

Delta Airlines Cargo is a bigger business than you may realize as a regular airline passenger. What do you think you did to earn this kind of feedback? Managers have better communication with staff. So Comcast made dramatic efforts to improve the wait times and engaged their employees in the field to help.

Case Study 152

Case Study Airlines Conference Wait Times 152

Hello Customer

JUNE 5, 2023

Good news because you can influence that perception by making improvements and showing your customers that you are doing something with their feedback. A great example Bloem cited in her keynote is the airline Emirates. You get those insights from feedback. Bloem answered them as well and filled out the feedback form afterwards.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Effort Score 52

Service Untitled

JUNE 11, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Airlines customer satisfaction showing improvement Cheryl June 11, 2010 Customer Service , Specific Companies , Surveys No Comments Airlines continue to test our patience and tolerance with new fees. How does a summer surcharge ranging from $10 to $30 sound?

Airlines 41

Airlines Customer Satisfaction Effort Score Travel 41

Beyond Philosophy

JUNE 11, 2021

Reichheld believes that taking feedback from the wrong customers makes frontline employees feel more alienated from the system of the NPS. Your frontline employees, Reichheld argues, should be empowered to choose the customers from whom they receive feedback. The Power of the 20 Percent Should Not Be Extended to the 80 Percent.

Net Promoter Score 99

Net Promoter Score Airlines Resources Banking 99

NICE inContact

JUNE 14, 2016

Earlier this year I had an issue with an airline so, as many of us would do, I called them. Within minutes of my tweet I got a response from a competing airline, inviting me to start flying with them. They offered me credit for future flights and would carry my status over from the airline that was causing my delay.

Social Media 120

Social Media Customer Service Airlines Contact Center 120

Happy or Not

DECEMBER 21, 2023

This tool goes beyond the surface, allowing you to decode timely trends in customer feedback. The visually intuitive grid elegantly displays feedback distribution, highlighting the best and worst performing times based on the satisfaction index and the volume of responses collected. Can customers give feedback anonymously?

Customer Satisfaction 36

Customer Satisfaction Trends Travel Retail 36

SurveySensum

AUGUST 4, 2023

According to Fortune Business Insights , the global loyalty management market size was valued at $5.29 With the help of customer feedback , they are offering personalized programs that truly hit home with their amazing customers and keep them engaged. billion in 2022 and is projected to grow from $6.47 billion in 2023 to $28.65

Loyalty Programs 52

Loyalty Programs Retail Loyalty Feedback 52