Customer Bliss

JUNE 28, 2018

Powers study, now in its 14th year, measures passenger satisfaction in nearly every step of the customer journey, based on performance in seven factors (in order of importance): cost & fees, in-flight services, aircraft, boarding/deplaning/baggage, flight crew, check-in, and reservation. A major increase in customer satisfaction.

Customer Satisfaction 54

Customer Satisfaction CX Business Growth Customer Experience 54

Aquire

MARCH 9, 2022

Use metrics for your customer focus objectives. Some common ones include customer satisfaction (CSAT) and net promoter score (NPS). Customer focus examples. He also explained the significance of having “co-op” in their brand, framing customers as business partners. Alaska Airlines.

Net Promoter Score 59

Net Promoter Score Social Media Customer Loyalty Customer Expectations 59

Qualtrics

MARCH 25, 2021

Why are customers feeling a particular way? 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. On video, that’s easier to explain for many people. It delivers depth and emotion.

Start-ups 49

Start-ups Technology Technology Customer Satisfaction 49

Steven Van Belleghem

OCTOBER 5, 2022

Research by the University of Sydney, University of Florida, and Rutgers University uncovered that serendipity and seemingly random discoveries can play a huge role in customer satisfaction. Tesla, of course, is one of the Kings in CX, and this shows again how focused they are on what their customers really need.

CX 104

CX Customer Satisfaction AI Customer Experience 104

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. But Spirit, which was dead last in the customer complaints category, seemed to feel destined to do poorly. Another budget carrier, Allegiant Air, came in ninth.

Scorecard 122

Scorecard Customer Satisfaction Customer Loyalty Customer Experience 122

Win the Customer

NOVEMBER 14, 2016

Two things make customers share their experiences with a company: when their expectations are exceeded or if they are dissatisfied. With over 95% of consumers admitting that they are influenced by what other people say about brands on social media, shouldn’t you be focused on boosting customer satisfaction levels?

Social Media 145

Social Media Customer Service Social Listening Start-ups 145

InteractionMetrics

NOVEMBER 11, 2024

And then new, new, uh, tickets and Alaska Airlines just to get finally home in any event. Um, and in the very beginning of the company, we were just about customer service evaluation. And then our clients pushed us into like, we’re really interested in beyond customer service, customer satisfaction.

NPS 52

NPS Net Promoter Score Start-ups Unstructured Data 52