CSM Magazine

AUGUST 22, 2019

.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines. External Customer Facing Strategy : How can we thrive in the age of exceptional experiences and develop an innovative 2020 strategy to surpass our competition? Director, Customer Obsession, Uber.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

CX Journey

NOVEMBER 6, 2014

Gear required for this trip is moderate and can fit in one large per person duffel to be checked with the airline. A vendor can also assist with an ROI model that helps justify your CX budget. Sarah Simon is a career insights professional with 16 years of experience in the feedback industry.

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

ClearAction

MARCH 20, 2020

Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. Kate serves Application Development & Delivery Professionals.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. Kate serves Application Development & Delivery Professionals.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CX University

OCTOBER 19, 2017

Any of these failures mentioned above — Samsung, Volkswagen, United Airlines — are ultimately failures of quality, which arise from failings of the company culture at different levels. They haven’t developed systems to effectively get feedback from them, involve them in decisions, gauge their reactions, etc.

Customer Experience 66

Customer Experience Culture Metrics Airlines 66