GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. One more thing— We recently partnered with TEDx Speaker and CX expert Jeannie Walters to launch a webinar where we discussed how leading brands are measuring CSAT and using these insights to improve the customer experience. However, when it comes to industry, CSAT varies. . Ambulatory Care: 77%. Apparel: 79%. Banks: 81%.

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

GetFeedback

JULY 19, 2019

The number of insights gleaned from the data. Consider JetBlue, one of the leading airline carriers in the U.S., The airline tracked this back to a lack of amenities for early morning travelers. The former director of customer experience, Erin Pepper, and her team find insights in unstructured data. Let me explain. .

ROI 309

ROI Touchpoint Hotels Customer Journey 309

ShepHyken

DECEMBER 9, 2024

“Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers. They are bombarded with long, irrelevant surveys about their experiences, and they don’t see the companies taking action based on the insights they provide.”

Feedback 74

Feedback 2025 Airlines Hospitality 74

ShepHyken

JULY 1, 2022

Since the global pandemic hugely impacted the airline sector, the metaverse has become increasingly important. With thousands of potential routes and fares at their fingertips, airlines have to ask themselves how they can provide relevant information to individual customers.

Airlines 77

Airlines Travel Hotels E Commerce 77

InMoment XI

JULY 16, 2024

If managed well, even negative feedback can be valuable, offering insights into customer pain points and areas where the business can improve. Analyzing this data provides deep insights into customer preferences, emerging trends, and common pain points.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

If managed well, even negative feedback can be valuable, offering insights into customer pain points and areas where the business can improve. Analyzing this data provides deep insights into customer preferences, emerging trends, and common pain points.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

NOVEMBER 19, 2024

These cases were either not real, misidentified judges, or featured non-existent airlines. It combines sentiment analysis, predictive modeling, and real-time insights to help you drive customer satisfaction and loyalty. The model invented six cases, which the lawyers used to support their arguments without verifying their accuracy.

Reference 195

Reference Contact Center Healthcare Financial 195

Beyond Philosophy

NOVEMBER 14, 2017

Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second. Among airlines, working in a supportive, trusting, fun, responsive and energetic culture isn’t confined to staff at Virgin.

Airlines 87

Airlines Culture 2018 Consulting 87

Retently

AUGUST 22, 2018

“You can’t have a mid-life crisis in the airline industry, because everyday is a crisis.” – Herb Kelleher. Maintaining an airline is a mess. However, in the pursuit of keeping their operational costs lower, airlines often compromise on one element that has become the crucial competitive differentiator – customer experience.

Airlines 73

Airlines Customer Satisfaction NPS Net Promoter Score 73

CloudCherry

APRIL 5, 2019

In Forbes Insights 50 Most Engaged Companies, research shows leading brands known for creating higher levels of Customer Engagement. Such as, The Ritz Carlton, Amazon, Apple, Costco, Footlocker, Lowes, Southwest Airlines, Google, USAA, and Netflix. But none of these companies have CX as their core strategy. You have to pick carefully.”

Marketing 278

Marketing Customer Experience B2B Airlines 278

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. Unfortunately, this stance upset the proponents of the new laws, who also fly with and work for the airline. It was quite a headache for their CEO and the organization as a whole. Forbes.com. 31 March 2021.

Insights 153

Insights Customer Experience 2021 Books 153

GetFeedback

JANUARY 12, 2020

Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats. Southwest Airlines CEO Gary Kelly explained in a 2006 blog post : Open seating has allowed us to build a highly efficient operation by keeping the time our aircraft are sitting at our gate to a minimum. Some call it a “ cattle call.”

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Beyond Philosophy

JUNE 15, 2018

Airlines Run Mental Accounting Too Often in the Red. The airlines’ industry as a whole is another excellent example of how not to structure your pricing. Airlines’ pricing often irritates and disappoints customers. These surcharges feel annoying, a far cry from the happy and pleased emotions airlines should be seeking.

Airlines 144

Airlines Books 2018 Customer Experience 144

SurveySensum

MARCH 12, 2025

Your feedback might scream that airline passengers are fuming over ground supportbut hold on. What does it offer, where is it used, and how might you apply it for optimized insights? Lets break it down with an example of a cross-tabulation table for a Krab Airline. Lets try again with our Krab Airline example.

Airlines 52

Airlines Net Promoter Score Travel Customer Satisfaction 52

CloudCherry

MARCH 14, 2019

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. In this article, we recap the discussion and highlight the key takeaways which can help you turn your customer insights into actions that drive business value.

Webinar 150

Webinar Insights Customer Insights Presentation 150

Experience Investigators by 360Connext

DECEMBER 11, 2014

Take Southwest Airlines, whose mission is about service, without even mentioning an airplane! 5 Areas of Customer Insights You’re Missing. And when there is no mission around what to deliver, employees are left to make it up as they go. This inevitably leads to problems and customers disappear. Teams are built based on experience.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

InMoment XI

NOVEMBER 1, 2022

Another example might be an airline that chooses to survey all of the passengers on several randomly-selected flights every day to infer conclusions about their passengers as a whole population. Instead, these communities are divided into similar groups and a random sample of communities is assessed.

Metrics 397

Metrics Airlines Measurement Definition 397

ShepHyken

OCTOBER 3, 2016

Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline. Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest airlines. One thing stands out.

2016 125

2016 Article Airlines Customer Service 125

Alida

OCTOBER 13, 2017

The session featured Nathan Foco, senior director of market intelligence from Priority Health, Molly Schmied, director of market research and insights from The Ohio State University, and Virginia Russell, senior business consultant of customer intelligence from Southwest Airlines. Make CX a company-wide priority.

Airlines 100

Airlines Customer Experience Customer Journey Webinar 100

Alida

SEPTEMBER 22, 2016

Heidi Martin, strategy and insights consultant at Art Gallery of New South Wales, said that CX pros need to drop their preconceptions about the customer journey. To launch an insight community successfully requires strategic planning, such as gathering stakeholder buy-in and consulting brand guidelines.

2016 267

2016 Innovation Marketing Insights 267

Alida

MAY 11, 2016

Companies of all sizes from virtually all industries now use NPS , including Hubspot , Airbnb and JetBlue Airlines. Unfortunately, as companies nag customers for more input, they get less insight out of it. Because of its simplicity and elegance, the NPS has seen wide adoption since Reichheld’s article was first published.

NPS 177

NPS Customer Satisfaction Net Promoter Score 2003 177

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Are there customer feedback insights or reviews that express product quality concerns? Recently, many of the airlines that pioneered loyalty programs have disappointed loyal customers by changing the rules. Then, act on this insight! What about customer call transcripts or support emails? But be careful with these programs.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

ShepHyken

OCTOBER 20, 2024

The author uses three rockstar brands, Amazon, Southwest Airlines, and L’Oréal, to help us understand customer-centricity. The fourth annual report draws on insights from nearly 24,000 consumers in 23 countries around the world.

Article 77

Article 2024 Customer Service 2025 77

Very Best Service

DECEMBER 3, 2024

For instance, airlines like Delta use sentiment analysis to identify unhappy customers and proactively offer solutions. For example, smart home devices can provide insights into customer behaviour and preferences, allowing businesses to offer more relevant support and services.

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

Customer Bliss

FEBRUARY 21, 2018

Insight : change our understanding of ourselves or the world we’re in in an instant (“aha moments”). Build A Culture That Supports “Wiggle Room” You may know from some of my social media and blog posts that I’m a fan of Southwest Airlines. Pride : moments that capture us at our best.

Airlines 168

Airlines Culture Books Social Media 168

InMoment XI

NOVEMBER 20, 2023

AI-driven insights provide consumer behaviors and preferences, as well as uncover new trends and overall a more personalized experience. Another way AI is changing the customer experience realm is the detection of customer feedback themes to condense the main issues facing customers and present them back as valuable insights to improve.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

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. Delta Airlines Cargo is a bigger business than you may realize as a regular airline passenger. Save 1,000 words.

Airlines 152

Airlines 2017 Metrics Social Media 152

GetFeedback

JUNE 10, 2019

By timing this survey with the visit, Apple is able to gather important insights about the performance of their staff as well as their general experience at the Apple Store. Here’s a great example of a customer satisfaction survey from Volotea that measures the qualitative experience after flying with this European low-cost airline.

Feedback 199

Feedback Airlines Travel Customers 199

Customer Bliss

OCTOBER 11, 2016

This reimagined strategy enables Hilton to form one-to-one relationships with all customers to gain strategic insights and deliver personalized experiences. He initiated and is leading the strategic transformation of HHonors from a program for only frequent travelers to a club more relevant to all travelers.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

BlueOcean

JUNE 27, 2024

Jimenez advocates for a critical assessment of survey methodologies and data sources to ensure strategies are informed by accurate and actionable insights. Gingiss calls out companies like Zappos and Southwest Airlines that exemplify empathetic practices. And one of the most critical ingredients in great CX?

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

Alida

OCTOBER 20, 2017

billion by 2021 as both clinical and non-clinical information systems are deployed, health care organizations will only see the best return-on-investment from their digital initiatives if they properly leverage patient insight. With the health care IT market expected to be worth $280.25 Clearly, there’s been a misdiagnosis.

Wireless 170

Wireless Return on Investment Airlines Hotels 170

ShepHyken

SEPTEMBER 11, 2023

Plus, Shep and Jason talk about the NPS leaders in various industries, including automotive, groceries, airlines, and more. How can organizations use data and insights from NPS to enhance their customer experience? Companies need to achieve a balance between product quality and customer experience.

Net Promoter Score 134

Net Promoter Score NPS Automotive Poor Customer Service 134

GetFeedback

JANUARY 6, 2020

Personas help unlock customer insight. Conduct buyer insight research. . Let’s take a B2C example, such as passenger airlines which have millions of customers. That doesn’t mean you should blindly look for every possible source of data, in the hope that insight will somehow leap out of more data.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

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

GetFeedback

NOVEMBER 20, 2018

And we’ve all seen the damage bad customer experience can do to even established companies like United Airlines. Think for a moment about all the companies you didn’t do business with because you heard complaints about them from a friend or on social media. . And they’re losing profit as a result.

Customer Satisfaction 257

Customer Satisfaction Net Promoter Score Social Media Customers 257

SurveySensum

OCTOBER 28, 2024

To calculate your NPS , simply apply this formula: NPS = % of Promoters – % of Detractors This straightforward calculation provides powerful insights into your customer loyalty landscape. By fostering this collaborative culture around NPS, you can turn insights into actionable improvements. What Are NPS KPIs?

NPS 52

NPS Loyalty Demo Customer Satisfaction 52

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Do you agree with the marketers from the article?

Customer Experience 111

Customer Experience Airlines Banking Retail 111