Beyond Philosophy

FEBRUARY 5, 2015

They market, and create experiences, within the branded vision. Southwest Airlines could offer first-class seating, but they don’t. Every function delivering experience is ‘closed-loop’, maintaining balance between customer expectations and what is actually executed. Seven key customer experience questions.

CEM 60

CEM Omni-Channel Training Customer Experience 60

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. can cause a costly customer experience snafu.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

ReviewTrackers

MAY 8, 2017

CX is also a great competitive differentiator, helping companies respond to and exceed customer expectations, improve satisfaction, drive loyalty, reduce churn, and increase revenue. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”. Where: London, UK. Forrester CXNYC.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Flavio Martins. Jim Tincher.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Flavio Martins. Jim Tincher.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Pointillist

OCTOBER 22, 2018

Sentiment and intent can be particularly useful for a number of use cases, such as determining why customers churn. Airline X never responded to my complaint. These signals can indicate emotions such as excitement, stress, frustration, engagement or confusion. I love being ignored.”. to 1 p.m.?’

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

ProProfs Chat

JULY 19, 2019

A simple Google search query containing the terms “united airlines passenger” takes you directly to that incident. The result of this was severe online backlash from people all around the world and resulted in many policy changes for all airlines. Some of these policy changes included: Additional annual training for all employees.

Infographics 93

Infographics Customer Experience Omni-Channel Poor Customer Service 93