Customer Bliss

MAY 31, 2016

Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. We discuss the value of building bridges, listening tours, asking the right questions, using analytics wisely, and how conversations drive customer experience. . About Curtis .

Customer Experience 63

Customer Experience Innovation Customer Feedback Customer Service 63

Uniphore

OCTOBER 7, 2021

Delivering great customer service above and beyond what people expect relies on various best practices and innovations like Conversational Automation solutions to resolve customer service challenges. The checkout clerk immediately handed him $145 because that was “what the customer wanted.”

Customer Service 113

Customer Service Artificial Intelligence AI Omnichannel 113

Aquire

MARCH 9, 2022

Customers want to be able to interact with you on their preferred channels whether that be your website, chatbot, social media , or messaging apps. Gather customer feedback. Customer feedback can give you invaluable insight to better understand customer needs, goals, and pain points throughout the buyer journey.

Net Promoter Score 59

Net Promoter Score Social Media Customer Loyalty Customer Expectations 59

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 (!) They would put a kibosh on leading questions and never bug customers with irrelevant or rote inquiries. The Alaska Airlines survey mentioned earlier failed miserably with logic gating.

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 (!) They would put a kibosh on leading questions and never bug customers with irrelevant or rote inquiries. The Alaska Airlines survey mentioned earlier failed miserably with logic gating.

Double-Barreled Question 40

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

InteractionMetrics

FEBRUARY 24, 2020

Bad Customer Surveys are Everywhere. Last year, I wrote about how Whole Foods asks customers to take their survey in a disorganized way. 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.

Gaming 52

Gaming Customer Survey Customer Feedback 52

InteractionMetrics

FEBRUARY 24, 2020

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

Gaming 52

Gaming Customer Survey Start-ups Customer Feedback 52