How Airlines Use NPS to Improve Their Customer Satisfaction Ratings

Retently

“You can’t have a mid-life crisis in the airline industry, because everyday is a crisis.” – Herb Kelleher. Maintaining an airline is a mess. Why do Airlines Have Low Customer Satisfaction Ratings. And it’s not that airlines are oblivious to the underlying testimony.

7 Samples of Feedback Forms for Customers That Actually Work

GetFeedback

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.

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American Airlines Creating Wi-Fi Friction

PeopleMetrics

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.

{Guest Post} Emotional Analysis Of Customer Feedback: The Missing Link

Michelli Experience

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.

Q&A From My Webinar: The Path To Journey Management

Kerry Bodine

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. Why is it a journey manager , and not a director? I look at this role as being structurally similar to that of a product manager.

Q&A From My Webinar: The Path To Journey Management

Kerry Bodine

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. Why is it a journey manager , and not a director? I look at this role as being structurally similar to that of a product manager.

How To Build Your Own Feedback Analysis Solution

Thematic

At Thematic, we’ve spent years researching, designing and developing our customer feedback analysis platform. . What should the roadmap look like for developing an automated DIY customer feedback solution? Why you might want to have a feedback analysis solution.

Planning for Crisis Management with a Customer Focus

Wired and Dangerous

Crisis management for a space shuttle involves engineering and scientific logic. Crisis management for a service issue requires customer logic. It is that strategy that informs all crisis management tactics and communication responses.

{Guest Post} Emotional Analysis Of Customer Feedback: The Missing Link

Michelli Experience

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.

Challenges of Understanding the Customer Journey End-to-End

Experience Investigators by 360Connext

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.

5 Simple Ways to Conquer “Closed Loop” Feedback

Qualtrics

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.

Customer feedback analysis 101: What’s the best way to analyze vast amounts of feedback?

Thematic

Do you have a lot of customer feedback collected but don’t know exactly what to do with it? In this blog, I’ll aim to answer these questions: Why do you need a customer feedback analysis solution in the first place? Why do you need a feedback analysis solution in the first place?

Service Untitled» Blog Archive » Airlines customer satisfaction.

Service Untitled

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 Cathay Pacific focuses on passenger feedback to soar above the competition

Qualtrics

Customer experience is everything in the airline industry. In our latest Customer Experience Visionaries post, Walter Li, Head of Insights at Cathay Pacific , tells us how the airline is creating breakthrough customer experiences to boost customer loyalty and grow its market share.

Two Questions Every Customer Service Manager Should Be Asking Everyday

Bill Quiseng

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.

Have a nice day! Is the US better than the rest of the world when it comes to Customer Experience?

ijgolding

Whilst it is obviously not the only nation to invent and create; many innovations – especially those related to business and management principles – are very much led by US based organisations first. The cabin crew on my American Airlines flight to Miami were….

2 Questions Every Customer Service Manager Should Be Asking Everyday

CSM Magazine

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.

The Social Media Customer Service Opportunity

NICE inContact

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. So, I left my favorite airline for another.

What Role Does the Customer Play in Your Crisis Management Plan?

Wired and Dangerous

Crisis management for a space shuttle involves engineering and scientific logic. Crisis management for a service issue requires customer logic. It is that strategy that informs all crisis management tactics and communication responses.

Customer Centricity has to be an Intrinsic Principle: an Exclusive Interview with Mr. Rohit M A, Co-Founder and Managing Director, Cloudnine

Customer Guru

Mr. Rohit is the Co-Founder and Managing Director of Cloudnine Group of Hospitals – India’s leading chain of maternity, women, and childcare service hospitals. This article is framed in a question-answer format; please feel free to share your feedback on the article too.

Customer Service Metrics Guide: CSAT vs. NPS vs. CES

NICE inContact

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.

Ready to Soar? Align Your Analytics and Customer Engagement Strategies

Verint

At a recent Technology Association of Georgia (TAG) Customer Relationship Management / Customer Experience event at the Atlanta Tech Village , the GM of Advanced Analytics and Data Science from a major airline took part in a panel on predictive analytics and artificial intelligence. This executive mentioned that a variety of groups at the airline including operations, customer service, customer experience, marketing and process improvement look closely at customer data.

Employee Engagement: A Confluence of Passion and Purpose

CX Journey

Herb Kelleher, Southwest Airlines. employee engagement employee experience employee feedback employee loyalty employee ownership employee-centric employeesImage courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about?

5 Customer Experience Fails that Make Entrepreneurs Suffer

Experience Investigators by 360Connext

Take Southwest Airlines, whose mission is about service, without even mentioning an airplane! It means hearing feedback that hurts and doing something about it. Blog Customer Experience Featured business growth Entrepreneurship leadership linkedin management strategy

Service Untitled» Blog Archive » Customer complaints to be.

Service Untitled

“ Enhancing Airline Passenger Protections&# describes the new rules and is designed to bring some consumer satisfaction from an industry that has consistently ignored the very basics of customer service.

List of the 20 MOST Common Survey Flaws

InteractionMetrics

I also explored how Alaska Airlines is pestering its customers with surveys that extend to 94 (!) Toward this end, I have compiled some of the checks we use to vet the customer feedback programs that we manage for our clients. Customer Feedback

List of the 20 MOST Common Survey Flaws

InteractionMetrics

I also explored how Alaska Airlines is pestering its customers with surveys that extend to 94 (!) Toward this end, I have compiled some of the checks we use to vet the customer feedback programs that we manage for our clients. Customer Feedback

Why Exceeding Customer Expectations Can Make or Break a Business

Kayako

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.

3 Good Reasons Clarabridge Won a CX Vendor Excellence Award

Clarabridge

The Clarabridge CX Suite helps companies understand and manage the customer experience. We offer social media management, to understand and use customer feedback over social channels. Our survey solution helps companies get targeted feedback.

How to Identify Weaknesses in Your Customer Journey Map

GetFeedback

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.

Customer Service Gone Wrong

Ann Michaels and Associates

Although Walmart doesn’t require that store managers match online prices, it would have been the best (and only) response in this scenario. United Airlines’ first big goof up happened in 2008 when United employees recklessly damaged the guitar of musician David Carroll.

Managing After the Military: Tips for Leadership and Management as a Civilian

Qualtrics

Thanks for agreeing to share some tips for leadership and management as a civilian. Nate Leach (NL): I’m Nate Leach, a Principal Customer Success Manager in our Seattle office. Catherine Nuar (CN): I’m Catherine Nuar, an Operations Program Manager based in Provo.

Are You Protecting Your Brand From Potentially Dangerous Viral Moments?

Second to None

Another example of a negative moment invading the zeitgeist and greatly impacting the reputation of a national brand occurred in April 2018, on a United Airlines flight from Chicago to Kentucky. In this instance, a customer who refused to give up his seat after the airline overbooked his flight was violently removed from the aircraft. Every brand, across most industries, is trying to simultaneously capture and avoid viral moments on a daily basis.

The lost suitcase – the sad reality of customer experience evolution

ijgolding

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?

Travel 270

Health care mergers and acquisitions: Why patients and employees should come first

Vision Critical

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.

Is Your Customer Satisfaction Survey Dissatisfying Customers?

GetFeedback

And we’ve all seen the damage bad customer experience can do to even established companies like United Airlines. These surveys usually ask for quantitative feedback in the form of rating questions, like “ How satisfied are you with your experience?”

The Value Of Building Bridges For Customer Experience, with Curtis Kopf [CB7]

Customer Bliss

Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. Curtis is a visionary leader and digital innovator who has built industry-leading customer experiences at Alaska Airlines, Microsoft and Amazon.com. Quick Episode Overview.