ShepHyken

NOVEMBER 23, 2020

Southwest On The Importance Of Employee Experience by Tiffani Bova. Forbes) There’s a message I frequently tell our customers: happy employees make customers happy. Southwest Airlines knows this – they excel by putting employees at the center of their business. We look at their employee experience.

Customer Service 70

Customer Service Net Promoter Score Airlines Contact Center 70

Zeisler Consulting

JANUARY 25, 2021

Okay… now, feel free to refer to that as you read on, because I’m not trying to say that engagement isn’t fundamental; in fact, it’s a bedrock necessity if you’re going to provide a good Customer experience that you first ensure you are providing a good employee experience. For example, while I’m sure Zappos!

Airlines 93

Airlines Culture Employee Experience Customers 93

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Airlines don’t either. Buses in London don’t take cash.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

CX Journey

MARCH 12, 2015

Organizational Culture: The “We” Point of View We like Herb Kelleher’s (former CEO of Southwest Airlines) definition of organizational culture: “Culture is what people do when no one is looking.” Storytelling), or “We hire people who care about the customer.” customer experience employee engagement employee experience'

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

ShepHyken

APRIL 6, 2020

The first is based on creating enough value through the experience the customer would never want to go anywhere else. The other is more of a marketing program that rewards customers for coming back. For example, an airline frequent flier program. In the end, you must have a good relationship with the customer.

Customer Service 60

Customer Service Airlines Loyalty Loyalty Programs 60

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Airlines don’t either. Mobile Payments Are the Future.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Airlines don’t either. Mobile Payments Are the Future.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

JUNE 7, 2016

Whether, as Bob Thompson discussed, the strategy focuses on touchpoint improvements, seamless customer-focused journey, or delivering stand-out, branded experiences (think Zappos, Trader Joe’s, Wegman’s, Southwest Airlines, Zane’s Cycles, Metro or Umpqua Bank), any company can do experience lagniappe.

Brands 60

Brands Company Customer Experience Banking 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. Don’t stop there.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Customer Alignment

DECEMBER 18, 2017

Think Smiling Companies, Happy Customers. Othello ) So, there was much talk. 2017 promised such a lot. Image courtesy of Pixabay

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer CEM 45

Qualtrics

JULY 3, 2019

After college, I worked as a structural engineer at an airline and the job was very customer-focused. My name is Nick Tran. I graduated from Georgia Tech with a Bachelor’s Degree in Aerospace Engineering. I took pride in knowing that my work helped people arrive at their destination safely.

Software 36

Software Airlines Course Leadership 36

Qualtrics

DECEMBER 20, 2018

My own why is to always put experiences first (whether they are for family, colleagues or in my customer and product interactions). I get to work with engineering teams to build products focused on helping customers optimize their Digital CX, and their employee experience across the moments and touchpoints that matter.

Management 34

Management Airlines Culture Touchpoint 34

Qualtrics

DECEMBER 20, 2018

My own why is to always put experiences first (whether they are for family, colleagues or in my customer and product interactions). I get to work with engineering teams to build products focused on helping customers optimize their Digital CX, and their employee experience across the moments and touchpoints that matter.

Management 20

Management Airlines Culture Touchpoint 20

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. He is an expert in transforming how employees work with customers through multiple digital marketing strategies.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. He is an expert in transforming how employees work with customers through multiple digital marketing strategies.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130