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

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. That’s a huge mistake.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

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

APRIL 8, 2019

A Net Promoter Score, or NPS, has become a necessary customer experience metric. In fact, an estimated 65% of companies track NPS scores , making it the most coveted customer experience metric measured by companies. you have to first understand how the metric is calculated. . Ask for qualitative customer feedback.

NPS 247

NPS Net Promoter Score Effort Score Metrics 247

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

APRIL 28, 2017

Using truly customer-focused metrics. In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer. My favorite metric was how they determined the incredible results of reducing wait time. Save 1,000 words.

Case Study 152

Case Study Airlines Conference Wait Times 152

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

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 87

Customer Service Airlines Feedback Social Media 87

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

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

Alida

DECEMBER 15, 2016

Engage with your patients throughout the process to benchmark satisfaction metrics and get a better understanding of its impact to wait times, consumer perception and other factors of patient care. More importantly, prove to your employees that you’re listening and use their feedback as you make improvements to your services.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

Customers Rock!

AUGUST 16, 2012

And when things go wrong, customers often flock to social media to air their grievances; a perfect example is the article I recently co-authored for Forbes Online, with Mark Fidelman , about the Southwest Airlines 3 Million Fan Flash Sale fiasco. Action: Review your customer service metrics to see how you view your customers.

Social Media 227

Social Media Airlines Guidelines Customers 227

CX Journey

MARCH 13, 2019

For instance, radical feedback from a mother of five to a room of C-level executives led to phenomenal product innovation at Verizon. If you actually analyse the metrics of building it, it’s cheaper than building a product with discounts and all these things that we think customers want when they [in fact don’t.] The model ".uses

Customer Experience 151

Customer Experience ROI NPS Return on Investment 151

Beyond Philosophy

DECEMBER 10, 2021

Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market. He says that the financial metrics most companies use for valuations point you toward the wrong investments.

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

SurveySensum

JANUARY 18, 2024

Impact on Customer Experience: By sharing feedback surveys in the conversation, businesses can gather customer feedback through automated replies and improve their experience by creating a more personalized and dynamic customer journey. We’d love your feedback. We’ve made some updates based on your feedback.

Marketing 52

Marketing Fashion Customer Journeys Return on Investment 52

Thematic

MAY 5, 2024

The CEO shared during day two's keynote how the team took action on feedback from day one. I bet this model would improve if fed themes and sentiment in unsolicited feedback (something Thematic can help with). I wonder how happy a client like Delta might feel about their data being used in this way to benefit all other airlines.

NPS 48

NPS Airlines Analysis Software 48

Experience Investigators by 360Connext

JUNE 1, 2017

“Customer Effort” should be a serious metric to consider. The way Salesforce prioritizes their work is by listening to customer feedback. Salesforce teams pay attention to the emotions behind the feedback customers provide. Here are a few observations from our days together in Phoenix last month.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

SurveySparrow

JUNE 28, 2023

Therefore, conduct market research, surveys , and collect feedback to gain insights into their preferences, pain points, and expectations. Hence, this feedback provides valuable insights into their experiences, pain points, and areas for improvement. Example: Netflix regularly collects feedback through user ratings and reviews.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

SurveySensum

AUGUST 4, 2023

With the help of customer feedback , they are offering personalized programs that truly hit home with their amazing customers and keep them engaged. So let’s explore the top 7 customer loyalty programs in retail and create a great loyalty program by utilizing customer feedback. billion in 2022 and is projected to grow from $6.47

Loyalty Programs 52

Loyalty Programs Retail Loyalty Feedback 52

CloudCherry

MARCH 14, 2019

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. Temkin reports that 60% of VoC programs are soliciting feedback, but only 24% of VoC programs say they are good at making changes to the business based on insights.

Customer Insights 150

Customer Insights Analytics Airlines Feedback 150

Qualtrics

MARCH 19, 2020

If you're asking for feedback, make sure that people understand that you're doing it for their benefit, so you don't seem out of touch with the situation. Take a hiatus on metrics. I've found that large-scale situations like this have an impact on the sentiment that people share on surveys and other feedback mechanisms.

Airlines 56

Airlines Metrics Effort Score Survey 56

Service Untitled

AUGUST 17, 2010

Most airlines operate on the same air routes, and every day packed planes travel the same routes, so is rating arrival times and customer service just splitting hairs? Statistically the airlines with the best on time records operate out of less congested airports and have less planes. million payout.

Airlines 40

Airlines Customer Service Travel Transportation 40

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. This example demonstrates one of the non-financial metrics: geniality.

Net Promoter Score 99

Net Promoter Score Airlines Resources Banking 99

Think Customers

MARCH 21, 2023

Delta Airlines CEO Ed Bastian’s announcement that in-flight wi-fi would be free for loyalty members went over with flying colors, drawing hoots and rousing applause. airline in 2022 by the Wall Street Journal , which scores airlines on seven operations and customer metrics. “We Transportation is what we do,” he added.

Report 52

Report Airlines Healthcare Transportation 52

CX Journey

MARCH 13, 2019

For instance, radical feedback from a mother of five to a room of C-level executives led to phenomenal product innovation at Verizon. If you actually analyse the metrics of building it, it’s cheaper than building a product with discounts and all these things that we think customers want when they [in fact don’t.] The model ".uses

Customer Experience 81

Customer Experience ROI NPS Return on Investment 81

delighted

DECEMBER 17, 2019

Let’s take a look at root cause analysis in action with a real-world example: When a popular airline saw a gap between on-time departures and what customers thought about the punctuality of their departures, they knew something didn’t quite add up. The airline didn’t stop there. Q: Why are our delay communications so bad?

Analysis 40

Analysis Customer Experience Airlines NPS 40

Customer Bliss

MAY 31, 2016

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. About Curtis . Consider reaching out to your customers wherever they are.

Airlines 80

Airlines Customer Experience Insurance Innovation 80

Retently

JULY 17, 2018

United with an NPS score of 10, on the other hand, ranks as one of the worst companies in the Airlines. The most important aspect of NPS that many companies miss is that the number is just a metric. What’s more important is the qualitative feedback you get from it and what you do to improve your customer experience.

Net Promoter Score 167

Net Promoter Score NPS Report Customer Satisfaction 167

C3Centricity

AUGUST 26, 2019

Ask just enough to be able to identify your priority metrics and then refine your understanding of them as you gather more information. In general customers love to give feedback and it has the benefit of building a closer tie to the brand as they feel ownership of those launched. Ask their Advice - Frequently.

Customer Centricity 149

Customer Centricity Fashion Airlines Customers 149

Natalie Petouhof

SEPTEMBER 1, 2016

Once everyone is on board, it’s time to create some baseline metrics and goals and then determine what the ROI needs to be based on the program qualifications being set in place. Metrics/Key Performance Indicators (KPIs) to measure the goals and objectives. Social media metrics. Calculating Gains.

ROI 45

ROI Social Media Airlines Customer Service 45

ShepHyken

AUGUST 30, 2019

While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value. It’s about listening to customer feedback and actually implementing customer suggestions. Create Loyalty Programs with Enticing Rewards.

Loyalty Programs 107

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 107

ECXO

APRIL 26, 2023

Design team performance metrics are usually based on project delivery and the quality of the user experience and measured often by adoption rate, CES, CSAT or net promoter score per transaction, for instance or many others. These are customer perception metrics that are important to benchmark and evaluate. What are your thoughts?

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

Second to None

MARCH 30, 2018

I recently had a meeting with a marketing executive from an airline. It turns out that most of them were from customers frustrated about delays, overbooked flights and other service-related issues—a growing list of customers telling others not to do business with the airline. Think beyond marketing. Final thoughts.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Customer Bliss

MAY 11, 2017

The skill can be taught, explained Southwest Airlines’ Sonya Lacore. Their baby is ugly” feedback: You will come into situations where you have to tell someone that, based on customer experience information, their core product/service is not well-liked. Hire for will, not skill. That’s from Diane Gordon at Brainshark.

Examples 131

Examples Customer Experience Airlines Exercises 131

Thematic

MARCH 13, 2023

He presented XM Discover (former Clarabridge), a solution for understanding customer feedback at scale in front of an audience of 10K people. The Delta Airline’s CEO presentation felt like an advert for Delta. When it comes to metrics, as usual there was a question about NPS. But I liked all other keynotes that I saw.

Entertainment 62

Entertainment Conference Advertising Airlines 62

SurveySensum

SEPTEMBER 26, 2023

Your SaaS feedback platform acts as a bridge, connecting you directly to the voices of your customers. It is a critical metric for companies as it directly impacts the success and sustainability of a product. Additionally, leverage their feedback to enhance your product before introducing it to cautious late adopters.

Strategy 52

Strategy Management User Experience Measurement 52

Kerry Bodine

JUNE 5, 2019

John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. I love that you’re asking about benchmarks, because far too few journey maps include quantitative data or metrics. Customer feedback will tell you what customers think and feel. is the bridge between customer feedback and financials.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136