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

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

Maru Group

JUNE 5, 2023

Airlines can differentiate their offer through their airport lounges. Airlines can differentiate their offer through their airport lounges. It is a crucial touchpoint on the journey providing an opportunity to drive loyalty through the brand experience. The role of staff is a vital brand touchpoint. Learn more

Airlines 52

Airlines Travel Touchpoint Case Study 52

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

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. Furthermore, this should be unique to each brand, survey, and even touchpoint. Emotion analysis for actionable insights.

Analysis 100

Analysis Feedback Effort Score NPS 100

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. The sales force becomes a key touchpoint in the customer experience for B2B. Prioritizing Action.

B2C 122

B2C B2B CEM Airlines 122

Zeisler Consulting

DECEMBER 8, 2021

From perusing your website, to making a selection there or in a physical location, to paying, to delivery, use, and re-purchase, Customers engage with your company along an entire journey filled with touchpoints not only directly related to what you build or do, but also in ways you might not even consider.

Airlines 72

Airlines Travel Brands Touchpoint 72

SurveySparrow

JUNE 28, 2023

It encompasses every touchpoint, from the first point of contact to post-purchase support. Therefore, conduct market research, surveys , and collect feedback to gain insights into their preferences, pain points, and expectations. They continuously refine these touchpoints to create a seamless and enchanting experience for visitors.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

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

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. What is the best or most common way to determine the health of your customer touchpoints?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

QuestionPro Audience

AUGUST 28, 2017

We will walk you through customer journey mapping and best practices and present alongside a case study with Emirates Airlines. Customer Experience is a blend of a company’s rational performance and the emotions evoked in all the interactions with the customer, across all touchpoints. We usually start off with a single touchpoint.

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

SurveySensum

AUGUST 24, 2023

Google’s commitment to anticipating and meeting user needs underscores its dedication to reducing customer effort across various touchpoints. But thanks to the self-service check-in kiosks at airports, you can now avoid this and one classic example here is Southwest Airlines.

Self Service 52

Self Service Brands Effort Score Airlines 52

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. What is the best or most common way to determine the health of your customer touchpoints?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. What is the best or most common way to determine the health of your customer touchpoints?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

CSM Magazine

DECEMBER 13, 2023

It operates as a key touchpoint between a business and its customers – a platform where relationships are built, trust is established, and loyalty is earned. For example, many airlines now offer self-service check-in kiosks at airports, reducing long queues and wait times for customers.

Customer Service Strategies 52

Customer Service Strategies Self Service Trends Strategy 52

Alida

DECEMBER 15, 2016

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. In 2013, Avianca Airlines, the second largest airline in Latin America, became the unified commercial brand of two leading airlines, Avianca and TACA.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

SurveySensum

FEBRUARY 20, 2024

And the best way to understand your customers is by gathering feedback straight from them. Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

And the best way to understand your customers is by gathering feedback straight from them. Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

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. Understand how touchpoints affect your relationship with your customer. Customers expect to contact companies to give feedback. But your customer and their desires can be moving targets.

Customer Expectations 144

Customer Expectations Airlines Social Media Competitive Advantage 144

SurveySensum

JULY 13, 2023

They asked you about your experience with them at the right time, took action on your feedback, called you to inform you about the action taken, and took an extra step by giving you a personalized discount. This is how by gathering customer feedback and taking action on that feedback, brands can create a positive customer experience.

Retail 52

Retail Survey Tools Customer Experience 52

SurveySensum

JULY 13, 2023

They asked you about your experience with them at the right time, took action on your feedback, called you to inform you about the action taken, and took an extra step by giving you a personalized discount. This is how by gathering customer feedback and taking action on that feedback, brands can create a positive customer experience.

Retail 52

Retail Survey Tools Customer Experience 52

SurveySparrow

JUNE 21, 2023

Hence, their feedback provides valuable insights into areas that need improvement, helping businesses enhance their customer experience. Hence, each touchpoint contributes to customer loyalty and the likelihood of future engagement. Bill Gates “Your most unhappy customers are your greatest source of learning.”

Customer Experience 52

Customer Experience e-support Touchpoint Loyalty 52

CSM Magazine

MAY 19, 2023

At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression. Actively listening to customer feedback is crucial in identifying their pain points and evaluating how products and services can be improved.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

SurveySensum

MARCH 1, 2024

It’s not just MagnetHome, many organizations do the same for either of the following reasons – They either focus only on the NPS score and not only on the feedback Or they don’t know how to properly analyze the NPS feedback (or leverage the power of a robust NPS software for quick analysis ). What does this lead to?

Net Promoter Score 52

Net Promoter Score Analysis NPS Effort Score 52

GetFeedback

JANUARY 6, 2020

Winning CX initiatives–those achieving tangible benefits or a competitive edge–tend to include more stages (also known as touchpoints) in journey maps. customer feedback data), involving customers, and defining customer outcomes. . customer feedback data), involving customers, and defining customer outcomes. .

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

ijgolding

MARCH 31, 2017

Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines. In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. And the employees were fantastic, but maybe some of the touchpoints could have had a better design.

Comparison 120

Comparison Customer Experience Airlines Travel 120

CSM Magazine

OCTOBER 18, 2023

These systems, which encompass live chat, email, and phone support, ensure that patrons can reach out with their queries, concerns, or feedback any time of the day or night. It results from years of observation, feedback, and continuous refinement. This mastery over customer understanding is achieved over time.

Customer Service 52

Customer Service Multi-Channel Loyalty Programs Social Media 52

Hero Digital

MARCH 12, 2019

Instead of trying to integrate all touchpoints at once, create a test case with a high likelihood of delivering an acceptable and short term ROI. An airline, for example, might choose a group of their frequent flyers who sometimes board other airlines on competing routes. Understand Each Customer Touchpoint.

Omni-Channel 46

Omni-Channel Customer Experience Airlines Touchpoint 46

ijgolding

JULY 15, 2016

I have written and spoken many times over the last few months about the current state of customer feedback mechanisms. Whilst a number of new, innovative ways of capturing customer feedback do exist, the majority of organisations around the world continue to seek customer opinion through traditional survey techniques.

Connections 120

Connections Feedback Airlines Survey 120

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. In the Annual Global State of CX Report, Mark Gubbins, Business Performance & Insight Manager at British Airways, pointed to the driver model the airline developed from customer feedback.

Customer Experience 151

Customer Experience ROI NPS Return on Investment 151

SurveySensum

FEBRUARY 10, 2022

The most important of all is, ‘Are you making use of your feedback?’ Sometimes your customers’ valuable feedback is just lying there and no one is using it! Then what is the point of taking the feedback? Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams?

NPS 52

NPS Net Promoter Score Strategy Effort Score 52

SurveySensum

FEBRUARY 3, 2022

The most important of all is, ‘Are you making use of your feedback?’ Sometimes your customers’ valuable feedback is just lying there and no one is using it! Then what is the point of taking the feedback? Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams?

NPS 52

NPS Net Promoter Score Strategy Effort Score 52

CX Journey

APRIL 12, 2016

If you've ever purchased an airline ticket through a site like Expedia, Orbitz, or Kayak, you've purchased from a partner. To some/a large degree, companies are responsible for the experience that customers have with their partners/at those touchpoints. These partners are clearly a touchpoint, and they are an extension of the brand.

Omni-Channel 80

Omni-Channel Effort Score Touchpoint Airlines 80

West Monroe

JULY 6, 2022

We tell our airlines to text us for delays, banks to call us for overdrafts, restaurants to send push notifications in our apps when our food is ready, and cell phone providers to answer our questions via chat. Every touchpoint should be available in a way that’s both easy and digitally accessible.

Customer Experience 98

Customer Experience Touchpoint Customers Fashion 98

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. Actionable feedback is always important to improve. Consistent brand experience – a partnership between the two roles helps to ensure a consistent brand experience across all touchpoints. The reason?

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

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 Guru

MAY 8, 2018

He also discusses the touchpoints and factors that organizations need to focus on for embracing the customer first culture. This article is framed in a question-answer format; please feel free to share your feedback on the article too. We would be more than happy to help. What was the problem it was trying to address?

Culture 71

Culture Loyalty Programs Airlines Customer Centricity 71