CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. Surely customer support could help me sort this out. Give inconsistent or incorrect answers to customers.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

Hello Customer

JANUARY 27, 2021

Customer experience has been around for some time now. Despite lots of companies are cutting budgets on their CX efforts, it’s important to put your customer in the center of your activities. And moving forward, how can you do customer experience on a limited budget and put it back on your company’s strategic agenda?

Customer Experience 98

Customer Experience eBook ROI Customer Journeys 98

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. We can agree there are more customer interactions than ever before, and some of that is our own fault. 1: map your customer journey. We all feel it.

ROI 309

ROI How To Touchpoint Hotels 309

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. Then, we sat for an extra 45 minutes on the tarmac while the airport found us a gate. It’s not just airports that seem understaffed.

Airlines 146

Airlines Net Promoter Score Self Service Effort Score 146

Alida

OCTOBER 15, 2017

There’s never been a more crucial time for brands to keep a finger on the pulse of changing customer needs – or risk falling behind the pack. . At CX and the City over one hundred customers, insights, marketing and CX professionals across 5 countries joined us in Singapore to explore the future of customer relationships in Asia Pacific.

Groups 100

Groups Competitive Advantage Customer Journeys Feedback 100

Vonage

AUGUST 4, 2015

The experience of going through security in airports is not usually something that people would look forward to or enjoy, but I have been really impressed lately with the introduction of the “how was your experience today?” ” machine which now sits at the end of most airports security gates.

Interaction 120

Interaction Social Media Customers Customer Satisfaction 120

Beyond Philosophy

FEBRUARY 13, 2021

Customers buy habitually, and that’s great when their habit is to buy from you. Changing customer habits is essential in this case, and requires a deep understanding of why customers have the habits they do. Understanding customer triggers. Distract your customer from their existing habit.

Consulting 179

Consulting Government Measurement Customers 179

Beyond Philosophy

JANUARY 28, 2023

If you have customer segments that read like the drink sizes on a fast-food menu, then this podcast is one you really need. The fact is many organizations get customer segmentation wrong. Vijay Patel’s sales haven’t been what he hoped, and he wondered if the problem might be targeting the wrong customers.

Exercises 88

Exercises Travel Financial Consulting 88

ShepHyken

NOVEMBER 18, 2020

It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime. That’s a pretty big goal—making a customer stay for a lifetime. For example, pre-COVID-19 I was at an airport gift shop and bought a book.

Loyalty 140

Loyalty Self Service Customer Service Training Tips 140

Hello Customer

JANUARY 27, 2021

Customer experience has been around for some time now. Still, more than ever it’s important to put your customer in the center of your activities. And moving forward, how can you do customer experience on a limited budget and put it back on your company’s strategic agenda? Make the customer your common goal.

Customer Experience 59

Customer Experience Customer Journeys Retail Meeting 59

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. What are HappyOrNot time patterns?

Customer Satisfaction 36

Customer Satisfaction Trends Travel Retail 36

Uniphore

OCTOBER 7, 2021

It’s increasingly vital for organizations in all industries to provide superior customer service that exceeds expectations and meets users’ needs quickly and efficiently. To do just that, one of the best ways is to learn from the examples of the best in the business. Here are impressive examples of superior customer service: 1.

Examples 113

Examples Customer Service Company Airlines 113

Beyond Philosophy

JULY 3, 2021

Whatever the reason may be, you have outsourced part of your Customer Experience. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does. The question is, was outsourcing that part of your experience really a good idea or a big mistake?

Customer Experience 109

Customer Experience Hotels Consulting Call Center 109

Dapresy

JANUARY 22, 2019

Heathrow is Europe’s largest airport and one of the world’s top international aviation hubs. The airport is home to more than 80 airlines and is Britain’s largest cargo port, helping to drive British trade growth by connecting the nation to more than 200 destinations around the world. The challenge.

Comparison 71

Comparison Airlines Report Analysis 71

ijgolding

AUGUST 4, 2015

As adults, the experience is very different. That is why when it comes to the summer holiday – or any holiday for that matter – we hope and expect that the organisations we choose to travel with are able to deliver an experience that takes away as much of the potential stress as possible. The beautiful city of Dubrovnik.

Hotels 120

Hotels Travel Airlines Customer Journeys 120

ijgolding

FEBRUARY 5, 2018

Apart from being a lovely chap, like many people in the global Customer Experience (CX) community, he is as passionate and enthused about developing knowledge and education around CX competencies as I am. Chris is also someone who spends as much time in airports, aircraft and hotels as I do!

Culture 264

Culture Measurement Customer Centricity Hotels 264

Magellan Solutions

OCTOBER 28, 2021

One interacts with potential customers on different platforms. It is the multichannel sales approach that gives customers an integrated shopping experience. Each piece of the consumer’s experience should be consistent and complementary. Singapore Airlines partnering with AOE integrated airports and shopping malls.

Omni-Channel 52

Omni-Channel Contact Center Airlines Marketing 52

West Monroe

AUGUST 20, 2019

Think back to some of your most recent unpleasant experiences. It’s painful to even think about these experiences. Improving them is possible, but to design a good airport, DMV, or any other experience, you need to understand the needs of the humans on the other end. What is Human-Centered Design? What we heard.

Travel 61

Travel Airlines Consulting Meeting 61

ShepHyken

SEPTEMBER 27, 2017

The guy just didn’t want to get them, when a customer needed them. He mentioned that the restaurant was managed by a group at the airport, so I really shouldn’t expect the same service or quality I am accustomed to at this company’s regular restaurants. Let’s switch industries and talk about an icon in the world of customer service.

Brands 86

Brands Customer Service Training Online Experience Groups 86

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. Assess the Employee Experience Upon Starting Your New Role. I want to learn from these people.

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. million customers.

Customer Service 155

Customer Service Airlines Tips Customer Service Strategies 155

Helen Dewdney

SEPTEMBER 11, 2019

Worst UK airport named and shamed Airport lows. has revealed the best and worst rated airports in the UK for 2019. The annual survey of more than 6,000 passenger experiences details this year’s top and bottom ranking airports countrywide. Airports doing not much better. Airports flying high.

Survey 48

Survey Airlines Effort Score Travel 48

Experience Investigators by 360Connext

APRIL 7, 2015

We flew from Chicago’s O’Hare airport at the end of March with a connecting flight in Dallas and made it Puerto Vallerta without a problem. Our original flights home allowed for 90 minutes between landing in Dallas, getting through immigration and customs, rechecking bags and getting to our flight to Chicago. Thanks, AA!

Airlines 110

Airlines Customer Experience Travel Hotels 110

Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement.

Examples 120

Examples Customer Experience Hotels Banking 120

Experience Investigators by 360Connext

APRIL 28, 2020

The same is true for customer relationships. Knowingly or not, some organizations train customers not to take their word seriously, then wonder what’s wrong as the customers they have become the customers they had. Today, customers are looking for signs they can trust you. Are you delivering? Click To Tweet.

Customer Journeys 225

Customer Journeys How To Measurement Customers 225

ijgolding

JANUARY 19, 2016

Customer Experience – as a concept…. However, it is true that most of the best examples – the earliest examples – of Customer Experience being deployed as a core element of business strategy was very much a US led phenomenon. The starting point for any trip to a country is likely to be the airport.

Airlines 120

Airlines Customer Experience Travel Customer Centricity 120

QuestionPro Audience

JANUARY 3, 2017

In order to best accommodate travelers, airlines offer several additional services where travelers can upgrade their seats, access airline exclusive lounges, and purchase in-flight food and entertainment. The survey was deployed to more than 400 respondents and showed travelers’ spending habits during flights and in airports.

Airlines 150

Airlines Loyalty Brands Industry 150

SurveySparrow

APRIL 21, 2022

Customer feedback is the holy grail of customer experience. And, it will become much harder to change your customer’s minds if they had a bad experience. Freestanding terminal : A self-service customer feedback machine. A number pad to input the customer’s contact number. The challenge?

Customer Insights 52

Customer Insights Transportation How To Self Service 52

Beyond Philosophy

APRIL 19, 2019

This technology presents the most authentic option for capturing data on customers’ emotions during your Customer Experience. This technology is the next level of Customer Experience analysis and the future for the industry. Take a look here: [link]. However, one must wonder….is

Analysis 114

Analysis Technology Consulting Study 114

Beyond Philosophy

NOVEMBER 19, 2022

Claire Hillman, a loyal listener, a subscriber to our NL, Why Customers Buy , and viewer of our podcast on our new YouTube Channel is in a pickle and needs our help. She asks, Should I move to where my customers are or move them to where I want to be? After all, isn’t that the customer-centric thing to do?

Self Service 60

Self Service Airlines Consulting Customer Centricity 60

ShepHyken

JANUARY 8, 2020

Do they come to the job with the positive attitude you want your customers to experience? Just hours after I read this subscriber’s story, I was at the airport standing in front of the check-in desk at the gate. When it comes to hiring people who have to work with others, especially customers, trust me on this.

Customer Service Training 121

Customer Service Training Culture Training Customer Focused 121

Experience Investigators by 360Connext

DECEMBER 15, 2014

For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Talkdesk

MARCH 4, 2021

Honestly, it wasn’t a great experience wasting half a day on mundane requests when I had so many other more important things I needed to take care of when planning this life-changing move. 4 steps to boost customer experience: 1. To achieve this, it’s best to acquire contact center software that is mobile-ready.

Contact Center 94

Contact Center Customer Experience Contact Center Software Banking 94

ShepHyken

AUGUST 23, 2017

A friend of mine went to the airport rental car agency and had a chance to upgrade to a Tesla. He had never driven a Tesla so he was happy to pay the upcharge to have the experience. A similar experience happened to me at McDonald’s. But, the best people stay alert and focused. I just love those fries!

Customer Service Training 93

Customer Service Training Interaction Customer Experience Training 93

Alliance by IFS

NOVEMBER 21, 2019

Its systems are used in hundreds of shopping centers, airports, and car parks throughout the country. For APT-SKIDATA, Astea’s service management and mobility platform has proven to be the best field service software to provide personalized service experiences and create customer loyalty through strong branding.

Software 66

Software Examples Competitive Advantage Sports 66

CSM Magazine

OCTOBER 7, 2019

Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ shares the first of five special insights for Customer Service Week. Insight: Knowing your customer and how to deliver to them. At OmniServ, we deliver a wide range of services to a diverse group of customers in and around airports.

Customer Service 40

Customer Service Travel Groups Government 40

Confirmit

MAY 18, 2020

Heathrow Airport, one of the busiest airports in Europe saw a 97% drop in passengers in April. The role of customer experience in some organizations has been placed in limbo, and I’ve heard from some CX teams that as there are no longer customers traveling, feedback is not a top priority.

Airlines 59

Airlines Travel Government Feedback 59