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. Chances are, several.

Start-ups 98

Start-ups AI Customer Expectations Social Media 98

Customer Bliss

MAY 15, 2019

Do you believe customers are assets or cost centers? Thinking about customers as assets is my first customer experience competency. The idea of “customers as assets” gives you a simple way to measure whether you did or did not earn the right to customer-driven growth.

Hospitality 65

Hospitality Hospitality Customer Loyalty Customer Expectations 65

Qualtrics

MARCH 25, 2021

Insights and customer experience professionals can then take the responses and review them for: Sentiment. Why are customers feeling a particular way? How Alaska Airlines uses video surveys. The company had learned in its quantitative ‘Alaska Listens’ survey that friendliness was a consistent issue. Key topics.

Start-ups 49

Start-ups Technology Technology Customer Satisfaction 49

Aquire

MARCH 9, 2022

Finally, you spare customers from tediously retelling their background and information every time they reach out. While technology doesn’t completely replace the human touch, you can use it to augment your support processes and customer experience. Alaska Airlines. Implement technology to enhance your offerings.

Net Promoter Score 59

Net Promoter Score Social Media Customer Loyalty Customer Expectations 59

CX Journey

APRIL 12, 2016

In reality, a lot of companies fail to include this particular group in their overall customer experience improvement strategies. Or think about the codeshare partner experience, e.g., you bought a ticket with American but your flight is actually on Alaska. Know what the customer experience will be via that partner.

Omnichannel 54

Omnichannel Touchpoint Education Start-ups 54

SurveySensum

MAY 20, 2020

After speaking to some marketing experts, and gaining their insights on the evolution of marketing strategies due to COVID-19, here are some points that gauge the impact of COVID-19 on customer engagement. How will COVID-19 affect Customer Experience? Hybrid models to support your customer needs. Heavy media consumption.

Social Media 52

Social Media Customer Experience Healthcare Non-Profits 52

Retently

AUGUST 15, 2018

Bad customer service just makes customers feel like you don’t care about them. 73% of US adults said that friendly customer service made them fall in love with a brand , and 86% of US adults say they would pay more for a better customer experience. But what is good customer service, though?

Customer Service 92

Customer Service Social Media Customer Satisfaction Start-ups 92

InteractionMetrics

SEPTEMBER 17, 2019

Bad Customer Surveys are Ubiquitous. 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.

Double-Barreled Question 45

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

InteractionMetrics

SEPTEMBER 17, 2019

Bad Customer Surveys are Ubiquitous. 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.

Double-Barreled Question 40

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

SurveySensum

JUNE 11, 2024

This enables you to optimize customer journey maps for each persona and deliver exceptional customer experiences at all touchpoints. 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.

Education 52

Education Customer Journey Map Start-ups Net Promoter Score 52

Qualtrics

JUNE 30, 2020

In this series we'll discuss all things digital, digital marketing, digital analytics, digital strategy, and digital customer experience. But people still wanted that moment where they could like, you know, maybe it was their morning coffee, they wanted to sit down and experience something. We're calling the digital playbook.

Start-ups 26

Start-ups Innovation Government Technology 26

Customer Experience Matrix

MARCH 9, 2015

So knowing you just booked a trip to Alaska and knowing you just walked into a department store are each marginally useful by themselves, but together they let you offer me a great deal on a warm coat. Let’s stick with that Alaska trip: selling you a coat might be worth less than selling you a hotel room. Data synergy.

Technology 128

Technology Technology Artificial Intelligence Engineering 128

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. They have little reason to invest in a customer experience that will build loyalty. Act Now To Turn Customer Pain Points into Pleasurable Profits.

Scorecard 122

Scorecard Customer Satisfaction Customer Loyalty Customer Experience 122

InteractionMetrics

OCTOBER 16, 2023

And you’ve been tapped to lead a customer experience team. Do you need a lengthy class or book on customer experience principles? Short is sweet, and this brief article gives you a primer on the critical customer experience principles you need for high-impact, laser-focused success.

Customer Experience 52

Customer Experience Net Promoter Score Retail CX 52

Comm100

AUGUST 23, 2018

Starbucks’ mobile app has other interesting features that further improve the customer experience, including digital tipping, Shake to Pay, and a rewards system that incentivizes purchases by offering free food and drinks. The app even tells customers the songs playing in-store and lets them save the music to a playlist on Spotify.

Customer Service 45

Customer Service Hospitality Hospitality Omnichannel 45

InteractionMetrics

NOVEMBER 11, 2024

And then new, new, uh, tickets and Alaska Airlines just to get finally home in any event. That’s like examining customer behavior and saying, oh, let’s craft a customer experience around what the customer cares about. Like how do we improve, um, customer experience. It’s the pricing.

NPS 52

NPS Net Promoter Score Start-ups Unstructured Data 52