InMoment XI

NOVEMBER 20, 2023

How AI can improve Customer Experience (CX) Artificial Intelligence for Customer Experience is the use of technology and machine learning to enhance customer experiences. AI-driven insights provide consumer behaviors and preferences, as well as uncover new trends and overall a more personalized experience.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

ReviewTrackers

APRIL 13, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: United Airlines’ customers are outraged because of the forced removal of a passenger from a plane. ”

Airlines 50

Airlines Travel Feedback Customer Insights 50

Experience Investigators by 360Connext

APRIL 28, 2017

In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer. Who wants to work in a place where customers complain both to and about the employees in viral videos and publicly on social media ?

Airlines 152

Airlines 2017 Metrics Social Media 152

GetFeedback

JANUARY 6, 2020

Businesses need to be better at treating customers as individuals , each with their own goals and preferences. Personas help unlock customer insight. A business with hundreds, thousands, or even millions of customers has a big challenge: delivering experiences that don’t make customers feel like numbers.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Experience Investigators by 360Connext

JUNE 1, 2017

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

SurveySensum

NOVEMBER 26, 2024

It helps you gather omnichannel feedback and gives you in-depth insights and reports using advanced analytical tools. This AI-enabled experience management solution helps you identify top customer sentiments from unstructured data with its text analysis and gives you actionable insights.

2025 52

2025 NPS Multi-Channel Feedback 52

Thematic

JANUARY 17, 2019

How do you find meaningful answers and insights in survey responses? For best practice on how to draw conclusions you can find in our post How to get meaningful, actionable insights from customer feedback. Focus on your insights, not the data. Would you bet your customer insights on something that’s at best 50 accurate?

Insights 98

Insights Presentation Net Promoter Score Feedback 98

ShepHyken

DECEMBER 4, 2020

Let’s take an airline that invests in a paid facial recognition fast track experience at the security checkpoint. If this airline has primarily leisure travelers (i.e. If this airline has primarily leisure travelers (i.e. Wrong Customer Experience. And it is well worth the effort – for you, your brand, and your customers.

Roadmap 114

Roadmap Customer Experience Airlines Travel 114

Win the Customer

NOVEMBER 14, 2016

I bet you didn’t know your customers could also be one of your best sources of ideas. Social listening is a vital tool in business development as it can help you uncover customer needs and gain valuable customer insights. So, which companies do social customer service right? Don’t hesitate to engage.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

Forrester's Customer Insights

MARCH 30, 2020

Airlines have a major role to play in the global fight against the COVID-19 pandemic because they are part and fabric of this interconnected world, carrying people and cargo.

Airlines 49

Airlines Customer Service Customer Experience Customers 49

Forrester's Customer Insights

SEPTEMBER 21, 2014

As a pioneer of social listening in China''s aviation industry, Spring Airlines successfully leveraged social intelligence tools to differentiate its products and services, and my new report traces this journey. For instance, the airline provides social booking services on WeChat to enable customer-to-business product innovation.

Social Media 53

Social Media Airlines Transportation Travel 53

OpinionLab

NOVEMBER 1, 2016

What was surprising to me is that based on the Forrester CX index that measures “effectiveness”, “ease” and “emotion” of a customer experience – mobile rated slightly higher than desktop on “effectiveness” and “ease”, but significantly higher on “emotion”. OpinionLab provides the real-time customer insight to help on both counts.

2016 98

2016 Innovation Return on Investment Airlines 98

CX Journey

NOVEMBER 12, 2015

My reason for attending was to get closer to the customer insight requirements of these key customers for many insight teams. Although I write a lot about Marketing requirements, customer insight is also key to designing and delivering for CX teams. Do your hands know more than you do?

2015 63

2015 Workshop Airlines Insights 63

Lumoa

DECEMBER 7, 2022

When making strategic decisions for your business, listening to the voice of your customers gives you more insights into their expectations, wants, and needs. And we are proud to say that when we find one, it usually starts with a simple value we both share: customer-centricity. ” – Peter. It’s too much.

Customer Centricity 15

Customer Centricity Airlines Government 2021 15

Currency Alliance

DECEMBER 19, 2022

In loyalty, this can be especially powerful in using distressed inventory to create greater customer value for members, in adjusting margins based on demand, or proactively managing program liability. This will allow brands to build greater affinity by anticipating customer objectives and being present when the customer needs your help.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Currency Alliance

OCTOBER 12, 2021

The best-known loyalty programs are made up of many partnerships – such as United Airlines and Hilton Hotels, or Emirates and Marriott. The majority of existing partnerships at big loyalty programs are brokered with one goal in mind: creating more value for the most frequent customers. The value can be immediate.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Eptica

APRIL 18, 2018

Author: Pauline Ashenden Not only are holidaymakers now booking their travel and accommodation online, but the web has also paved the way for new business models, with more people going direct to hotels and airlines rather than booking complete packages from traditional travel agents. Share this page on: Tweet.

Travel 49

Travel Brands Airlines Customer Experience 49

Michelli Experience

AUGUST 8, 2017

I am generally content with my airline experiences and I have a lot of them. That said, maybe airlines are moving even further in the direction of “experiential offerings.” That said, maybe airlines are moving even further in the direction of “experiential offerings.” Launching an airline is NO small feat.

Airlines 45

Airlines Travel Transportation Consulting 45

Currency Alliance

MAY 9, 2019

Independent of market positioning, unique customer insight will become the primary competitive advantage. We discovered 6 years ago that during the customer’s trip, the most value we could provide after selling the airline ticket was to show alternative mobility options in the traveler’s destination.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

Forrester's Customer Insights

JANUARY 19, 2015

As I noted in an earlier report , Spring Airlines decided to build social listening functions to identify crises and perform basic brand tracking after struggling with a public relations crisis -- the backlash from airline staff blacklisting a passenger for complaining about flight delays -- on Sina Weibo in 2012. social listening.

Social Media 41

Social Media Airlines 2012 Customer Insights 41

Forrester's Customer Insights

AUGUST 3, 2020

I predicted that Southwest would recover in the CX Index due to the CX equity it has built with its customers. As it turned out, Southwest not only recovered, it set a new high score for the industry and passed JetBlue to take the top spot among airlines.

Airlines 40

Airlines 2019 2020 Customers 40

OpinionLab

NOVEMBER 1, 2016

What was surprising to me is that based on the Forrester CX index that measures “effectiveness”, “ease” and “emotion” of a customer experience – mobile rated slightly higher than desktop on “effectiveness” and “ease”, but significantly higher on “emotion”. OpinionLab provides the real-time customer insight to help on both counts.

2016 60

2016 Innovation Return on Investment Airlines 60

Forrester's Customer Insights

JULY 28, 2016

In Forrester's new report, The Insights-Driven Business , my colleague's Ted Schadler, Brian Hopkins and I have identified a predator: the insights-driven business. These businesses are vigorously applying insights to decisions and customer engagements at every opportunity. Insights Driven Business.

Insights 35

Insights Airlines ROI Retail 35

ClearAction

MARCH 20, 2020

Let your customers use metaphors to describe how well your brand met their needs, or what’s missing for them. Metaphors provide context and deep insight into your customers’ thinking. Encourage customers to use video, pictures, or audio to express how well your brand is meeting expectations.

Customer Centricity 62

Customer Centricity 2001 Voice of Customer Customers 62

Currency Alliance

JUNE 1, 2020

If you operate a hotel or airline, the margin on incremental revenue from rooms or seats that would have gone unsold is more than 80%. Create ‘wow’ moments to keep customers engaged. And don’t forget, when customers engage, you get the data and permission to continue marketing directly to them.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Lumoa

JUNE 14, 2023

To illustrate, let’s take the example of United Airlines’ reputation crisis. As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. And as those negative reviews mount up, so too can the chances of your NPS score slipping into negative territory.

NPS 78

NPS Customer Centricity Loyalty Presentation 78

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. Continue to make customer insights intriguing to all functional areas.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

8x8

FEBRUARY 6, 2019

Herb Kelleher, the iconic leader of Southwest Airlines made an insightful statement about strategic plans: “We have a strategic plan. 8x8 X Series has enhanced speech analytics to provide voice of the customer insights, enabling companies to optimize customer experiences through data-driven decisions.

Contact Center 48

Contact Center Airlines 2021 Communication 48

ProProfs Chat

DECEMBER 23, 2019

Customer experience metrics have penetrated most organizations. So, the chances of your business relying on these insights are quite probable. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation. See Your Customers Digitally.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

ReviewTrackers

MAY 8, 2017

This is why more and more businesses are investing in customer experience, learning and applying industry best practices, and developing strategies in customer experience management. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”. Customer Experience Conferences and Events.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Thematic

DECEMBER 12, 2018

Today, many companies are, what I call, “data rich but insights poor”. You may have lots of feedback collected; heck, you may be swimming in customer feedback, but does it really give you the data-driven insights you’re after? Oftentimes, companies with the best intentions find themselves in an insights vacuum.

Feedback 69

Feedback Net Promoter Score Insights NPS 69

LoyaltyPlus

AUGUST 4, 2017

The LoyaltyPlus product models are designed to cater for small to large customer bases for airline, hospitality and retail Industries, providing a quick and effective passage to owning a loyalty programme in the cloud. Gain crucial customer insight – get the unfair advantage. Get the unfair advantage. Just Engage.

Customer Relationships 40

Customer Relationships Engagement Social Media Magazine 40

Currency Alliance

NOVEMBER 17, 2020

putting the customer at the center of your business model. Layering customer-centricity on top implies a single view of the customer – augmented with data from outside your business, and having the tools to make customer insight actionable. The implications of digital transformation include.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Clarabridge

FEBRUARY 23, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. This is your chance to shine a light on all that you’re doing to put the customer first. 3- Get some solid PR. 4- And of course, win some prizes !

2017 49

2017 Customer Experience Hotels Airlines 49

Currency Alliance

MARCH 5, 2019

Iain has a breadth of experience in all aspects of loyalty marketing and as Head of Strategy at Avios played a key role in the creation of a single, combined loyalty currency across International Airlines Group. Iain’s career in loyalty spans 20 years. Click here to visit Currency Alliance.

Magazine 58

Magazine Loyalty Loyalty Programs Entertainment 58

Currency Alliance

OCTOBER 27, 2017

It’s just that they’d be offering much more value to their customers. Brands would also be able to deliver shared customer data/insights too – more on this later. These insights are particularly necessary today because of the challenge posed by Amazon. It’s about offering customers more choice.

Loyalty 49

Loyalty Loyalty Programs Airlines Brands 49

Qualtrics

MARCH 25, 2021

Let’s dive into how video feedback works and how brands can use it for useful customer insights. The basic definition of video surveys : Companies ask customers specific questions about the brand, brand experience, product feature, etc. People are more willing to explain via video, too, which can yield insightful information.

Airlines 49

Airlines Feedback Customers Consumers 49