Beyond Philosophy

JANUARY 18, 2017

Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom. The Wall Street Journal has released its annual scorecard of U.S. American Airlines ranked ninth out of the nine carriers rated, and budget carrier Spirit Airlines came in eighth.

Scorecard 122

Scorecard Customer Satisfaction Customer Loyalty Customer Experience 122

Beyond Philosophy

JANUARY 8, 2018

Yes, there are a few Blockbuster stores still operating as of April 2017, although mostly in Alaska, and one has a funny Twitter Account! ). Only the other day I presented to a once-great organization, much like Kodak and Blockbuster.

Customer Experience 125

Customer Experience Customer Expectations 125

Win the Customer

NOVEMBER 14, 2016

In response to Hurricane Madeline making landfall, Alaska Airlines sent out a tweet informing travelers of possible delays due to the hurricane. Nike and ASOS get around this by setting up separate customer care Twitter profiles to ensure their customers have access to help 24/7. Conclusion.

Social Media 145

Social Media Customer Service Social Listening Start-ups 145

Uniphore

OCTOBER 7, 2021

Nordstrom also has a policy of always saying “yes,” including when a man walked into its Fairbanks store in Alaska and asked for a refund on snow tires, which Nordstrom doesn’t sell. The brand focuses on the small things, such as helping customers find and purchase products faster and providing personalized experiences.

Customer Service 113

Customer Service Artificial Intelligence AI Omnichannel 113

Customer Bliss

JUNE 28, 2018

Alaska Airlines, already #1 in customer satisfaction for 11 years in a row among traditional carriers, has improved their customer satisfaction even further by listening and acting in a way that would make mom proud. ” For example, Alaska Airlines noticed more and more people are using rolling bags, and want to avoid checking them in.

Customer Satisfaction 54

Customer Satisfaction CX Business Growth Customer Experience 54

Customer Bliss

MAY 15, 2019

Alaska Airlines , for example, resists industry practices that signal to customers that they’re undervalued. This Alaska practice says, “We value you, that you fly with us.” .” Signal That You Value Customer Loyalty: A Case Study. ” Not, “We value you when you pay more.”

Hospitality 65

Hospitality Hospitality Customer Loyalty Customer Expectations 65

Steven Van Belleghem

OCTOBER 5, 2022

But what I love most about that is that they are letting the public vote on where the next Superchargers will be, the most popular areas so far being Alaska, Hawaii, Vancouver Island in British Columbia, and in US national parks. I recently read that Tesla is expanding its Supercharger network in North America, Europe, and Asia.

CX 104

CX Customer Satisfaction AI Customer Experience 104

Qualtrics

MARCH 25, 2021

How Alaska Airlines uses video surveys. To assess customer satisfaction, Alaska Airlines used Voxpopme’s video platform to ask their customers about what friendliness meant to them. The company had learned in its quantitative ‘Alaska Listens’ survey that friendliness was a consistent issue. It delivers depth and emotion.

Start-ups 49

Start-ups Customer Satisfaction Technology Technology 49

Aquire

MARCH 9, 2022

Alaska Airlines. Ranked as the top airline on Newsweek’s list, Alaska Airlines provides an extensive list of promises to their customers right on their website. He also explained the significance of having “co-op” in their brand, framing customers as business partners.

Net Promoter Score 59

Net Promoter Score Social Media Customer Loyalty Customer Expectations 59

Customer Bliss

NOVEMBER 19, 2019

This is what happens at Alaska Airlines , where they have build what they call a “we trust you” toolkit.

Manufacturing 68

Manufacturing Innovation CX Technology 68

InteractionMetrics

FEBRUARY 24, 2020

I also examined an Alaska Airlines survey that, with 94 questions, puts the fatigue in survey fatigue. Most surveys are so flawed they’re broken. Bad Customer Surveys are Everywhere. Last year, I wrote about how Whole Foods asks customers to take their survey in a disorganized way.

Gaming 52

Gaming Customer Survey Customer Feedback 52

InteractionMetrics

SEPTEMBER 17, 2019

I also explored how Alaska Airlines is pestering its customers with surveys that extend to 94 (!) The Alaska Airlines survey mentioned earlier failed miserably with logic gating. In fact, Alaska Airlines punished frequent fliers by asking even more questions. Bad Customer Surveys are Ubiquitous. Don’t overload your surveys.

Double-Barreled Question 45

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 45

InteractionMetrics

FEBRUARY 24, 2020

I also examined an Alaska Airlines survey that, with 94 questions, puts the fatigue in survey fatigue. In this 5-part series, I’ll share how my company checks and fixes surveys because if flawed surveys are everywhere, possibly yours could improve too! Bad Customer Surveys are Everywhere.

Gaming 52

Gaming Customer Survey Start-ups Customer Feedback 52

Retently

AUGUST 15, 2018

Virgin America, Alaska Air, and JetBlue Airways are good examples of excellent customer service when it comes to response speed , with an average response time of 4-5 minutes on Twitter. We can assume their response times on other channels aren’t too bad either.

Customer Service 88

Customer Service Social Media Customer Satisfaction Start-ups 88

InteractionMetrics

SEPTEMBER 17, 2019

I also explored how Alaska Airlines is pestering its customers with surveys that extend to 94 (!) The Alaska Airlines survey mentioned earlier failed miserably with logic gating. In fact, Alaska Airlines punished frequent fliers by asking even more questions. Bad Customer Surveys are Ubiquitous. Don’t overload your surveys.

Double-Barreled Question 40

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 40

Qualtrics

APRIL 2, 2019

He told me to search my email with the word Qualtrics; I was very surprised to see many survey emails from Alaska Airlines, Fidelity, Royal Caribbean Cruises etc. I never heard of Qualtrics before the Qualtrics recruiter reached out to me. That’s when I knew I had to interview with this company, and I am so glad I did.

Engineering 37

Engineering Start-ups 37

CX Journey

APRIL 12, 2016

Or think about the codeshare partner experience, e.g., you bought a ticket with American but your flight is actually on Alaska. If you've ever purchased an airline ticket through a site like Expedia, Orbitz, or Kayak, you've purchased from a partner.

Omnichannel 43

Omnichannel Touchpoint Education Start-ups 43

Lightico

MARCH 23, 2022

The following states require licensure: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota , Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York , North (..)

Retail 52

Retail Innovation Sales Customer Service 52

ProProfs

JANUARY 15, 2013

id="" value="" disabled="disabled" />--> in Alaska. Where would you likely find a protist? id="" value="" disabled="disabled" />--> in a desert. id="" value="" disabled="disabled" />--> in a pond. id="" value="" disabled="disabled" />--> at the beach. During conjugation, paramecia exchange __.

Gaming 40

Gaming Education Start-ups 40

Comm100

AUGUST 23, 2018

Alaska Air and Capital One. Alaska Air’s chatbot, Jenn, is integrated into its website’s live chat interface. Source: Alaska Air. Chatbots that aim to engage users and deliver services are often found on company apps and messaging platforms, where they are easily accessible to users. Who does this right?

Customer Service 41

Customer Service Hospitality Hospitality Omnichannel 41

InteractionMetrics

NOVEMBER 11, 2024

And then new, new, uh, tickets and Alaska Airlines just to get finally home in any event. That’s you know, I had a rental car and hotels and, you know, the whole thing. A delay of four days adds up. I mean, for me, it was just shy of two, $2,000. Um, and so it’s like, please. They sent me their survey twice.

NPS 52

NPS Net Promoter Score Start-ups Unstructured Data 52

SurveySensum

MAY 20, 2020

Distributed Customer centers with teams working from home: Brands like Alaska Airlines have distributed their customer centers amongst their teams that are working from home. And indeed, they will have the opportunity to convert the millions whom they serve in these trying times into their long-term customers.

Social Media 52

Social Media Customer Experience Healthcare Non-Profits 52

Comm100

MARCH 25, 2024

Check out how Alaska Air’s website chatbot, Jenn, masterfully handles ambiguity: Source: Alaska Air By responding to vague questions with multiple clickable solutions – and asking users to rephrase queries that the bot does not understand – Jenn manages to keep the conversation on track, and satisfy her users.

Start-ups 98

Start-ups AI Customer Expectations Social Media 98

Qualtrics

JUNE 30, 2020

The thing in the first position gets the most engagement in Alaska. And so, you know, revealed some, some very particular trends. If you spend any time in the UX world, you know that carousels, it's not rocket science. Steve Gustavson (16:32): It's the least.

Start-ups 26

Start-ups Innovation Government Technology 26

InteractionMetrics

OCTOBER 16, 2023

Alaska Airlines once sent me a 94-question survey. And don’t ask them to read account numbers only to transfer them and ask them to do that again. Minimize what you ask of your customers, and then minimize again. This applies to your surveys too. Don’t do that!

Customer Experience 52

Customer Experience Net Promoter Score Retail CX 52

SurveySensum

JUNE 11, 2024

White Black or African American Hispanic or Latino Asian Native American or Alaska Native Native Hawaiian or Other Pacific Islander Other (please specify) Prefer not to say 8. Single, never married Married or domestic partnership Widowed Divorced Separated 7. Ethnicity: What is your ethnicity? Geographic Location: Where do you currently live?

Education 52

Education Customer Journey Map Start-ups Net Promoter Score 52