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 . Smash silos. This is a must. Be data-driven.

Customer Experience 63

Customer Experience Innovation Customer Feedback Customer Service 63

Comm100

MARCH 25, 2024

If your goal for your chatbot is to save your company money and resources, consider having it assist an individual department, such as Customer Service or HR. If your chatbot takes over after hours, be sure to let customers know what times they will be able to speak to a representative, should they wish to do so.

Start-ups 98

Start-ups AI Customer Expectations Social Media 98

Customer Bliss

JUNE 28, 2018

They build deliberate moments of trust, based on customer needs. 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.

Customer Satisfaction 54

Customer Satisfaction CX Business Growth Customer Experience 54

Aquire

MARCH 9, 2022

A business that uses a customer focus strategy ensures that every decision they make and every aspect of the company, including its products, services, and daily operations, aligns with the customers’ interests. Customer focus vs. customer-centric. Businesses with a customer service focus are more profitable.

Net Promoter Score 59

Net Promoter Score Social Media Customer Loyalty Customer Expectations 59

InteractionMetrics

SEPTEMBER 17, 2019

But is the point of the survey for customers to get good pricing? Or is it for the company to measure the quality of their customer service? Why ask your customers to take surveys if the data you collect fails to capture the facts? Bad Customer Surveys are Ubiquitous. Why Issue Surveys? .

Double-Barreled Question 45

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

InteractionMetrics

SEPTEMBER 17, 2019

But is the point of the survey for customers to get good pricing? Or is it for the company to measure the quality of their customer service? Why ask your customers to take surveys if the data you collect fails to capture the facts? Bad Customer Surveys are Ubiquitous. Why Issue Surveys? .

Double-Barreled Question 40

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

Lightico

MARCH 23, 2022

This includes keeping track of all paperwork, paying bills, scheduling appointments, and handling customer complaints. Customer Service – MGAs must answer questions from prospective customers and handle any problems that arise. Sales – MGAs sell insurance policies to individuals and businesses.

Retail 52

Retail Innovation Sales Customer Service 52

SurveySensum

MAY 20, 2020

The definition of customer experience has changed the way brands are responding to current situations and coming with a great initiative. Zappos an online shoe and clothing retailer is known for their customer-centric culture and delivering unparalleled customer experience. Searching for flour to try that homemade bread recipe?

Social Media 52

Social Media Customer Experience Healthcare Non-Profits 52

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. American Airlines blamed problems at its hubs and its merger with USAir, and said it has a new training program to improve customer service. Absolutely not.”

Scorecard 122

Scorecard Customer Satisfaction Customer Loyalty Customer Experience 122

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

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. And he said, Martha, I really care about evaluating our customer service, our email, our chat, our calls. So it was kind of like, yes, measurement of aspects of the customer experience. In this case, it was customer service.

NPS 52

NPS Net Promoter Score Start-ups Unstructured Data 52

InteractionMetrics

OCTOBER 16, 2023

Before placing the order, the customer reviews their order and feels confident. Unfortunately, the sweater is not the color that the customer imagined. The customer contacts customer service to initiate a refund. Minimize what you ask of your customers, and then minimize again. Don’t do that!

Customer Experience 52

Customer Experience Net Promoter Score Retail CX 52