Steven Van Belleghem

APRIL 27, 2021

1. Think about partner Experience. There has been a lot of talk about employee experience being the backbone of customer experience lately. And I truly believe that happy employees beget happy customers. Grab wants the overall customer experience to be perfect. Think in ecosystems.

Customer Experience 104

Customer Experience Transportation Artificial Intelligence Government 104

PeopleMetrics

JULY 9, 2014

My only mode of transportation. When you focus, you can make a smaller change that has a greater emotional impact on your customers, thereby building greater brand trust. 1 for a Great Customer Experience. Hopefully, this has inspired you to deliver an even better customer experience in your own business.

Customer Experience 116

Customer Experience Transportation Customer-Centric Organization Start-ups 116

Inside Customer Service

DECEMBER 22, 2022

What service failures can you predict by following your customers' journey? Tip #3: Monitor the customer experience Track customer experience data in real-time to identify potential service failures and solve them before your customers are even aware of the problem.

Transportation 207

Transportation Construction Sales Customer Experience 207

Zendesk

MARCH 6, 2023

But to make a good impression, passenger transportation companies need to take an honest look at their customer experience and prioritize needed changes to modernize their experience for the next generation of sightseers, vacationers, business travelers, and digital nomads.

Transportation 52

Transportation CX Omnichannel Social Media 52

Zendesk

OCTOBER 6, 2023

And it can be a challenge to provide seamless customer service within the massive ecosystem of customers, airlines, ground transportation, hotels, tour operators, travel agencies, and more. Download this ebook to learn more about: Delivering personalized customer experiences by responsibly using customer data.

Transportation 52

Transportation Hospitality Hospitality Customer Service 52

Myra Golden Media

MAY 7, 2019

In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know? ” And then meeting that need without the customer having to wonder, fret, or even ask. Answer Your Customer’s Most Pressing Questions Before They Panic.

Transportation 110

Transportation Hospitality Hospitality Case Management 110

Beyond Philosophy

NOVEMBER 7, 2016

McDonald’s and the Philadelphia Eagles have several programs in play, starting by giving away $5,000 in tokens to the Southeastern Pennsylvania Transportation Authority (SEPTA), for fans to use to see the last exhibition game. Happy memories are essential to your Customer Experience. However, emotions work the other way, too.

Sports 167

Sports Transportation Gaming Customer Loyalty 167

Hodusoft

MAY 5, 2019

Customer satisfaction and great customer experience is the essence of success for any organization. When a business has a large volume of calls, sometimes it is difficult to manage the superior customer experience for all customers on call. GUO Transportation Company Ltd. GUO Transport Company Ltd.

Transportation 40

Transportation Contact Center Omnichannel Business Growth 40

Beyond Philosophy

MARCH 5, 2015

Southwest Airlines is a great Customer-centric airline with excellent employee engagement. What Southwest Airlines is not, at least according the US Department of Transportation, is punctual, which is clearly not a great stat when you are in the transportation game. Should 4% of Customers Dictate Strategy?

Net Promoter Score 132

Net Promoter Score Transportation CEM Customer Retention 132

Inside Customer Service

APRIL 13, 2023

All of these companies do one simple thing to win and retain their customers. They offer a guaranteed customer experience. What is an experience guarantee? Customers do businesses with companies they like and trust. Here's an excerpt from the book, The Guaranteed Customer Experience.

Transportation 166

Transportation Customer Experience 166

Beyond Philosophy

MARCH 27, 2021

Once they hear the song or walk into an air-conditioned building, they are transported to our family trips in the US when they were young. However, these examples also represent critical areas for your Customer Experience design. Key Ideas to Improve your Customer Experience. Please tell us how we are doing!

CX 147

CX Gambling Transportation Management Consulting 147

Customer Bliss

AUGUST 23, 2018

At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. Over time, as the customer insights manager, Anand’s role began to evolve and he was able to start framing his work as the head of customer experience.

Transportation 51

Transportation CX Hospitality Hospitality 51

Kerry Bodine

OCTOBER 20, 2016

That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. But from visitors’ perspectives, there’s much more involved. 2) The needs of different types of visitors.

Customer Journey Map 129

Customer Journey Map Transportation Customer Experience 129

Conversocial

MAY 20, 2021

Over the course of the last 12+ months countries have been in fluctuating states of lockdown, creating issues around factories, transport, stores and every link in between that makes the global supply chain function. For the purposes of this article, we are just going to focus on the first one.

Transportation 105

Transportation Retail Customer Experience 105

Beyond Philosophy

NOVEMBER 8, 2018

I was a keynote speaker there for a Customer Experience conference. There is a lot of Customer Experience activity happening there. He explained on a recent podcast the reason improving Customer Experience is such a hot trend in the Middle East has been the liberalization of markets there.

CX 154

CX Transportation Finance Government 154

Steven Van Belleghem

NOVEMBER 10, 2020

I hope that they inspire you to look around and think about how you can solve “the whole problem” for your customers too. The post 5 companies that crossed industry lines to create better customer experiences appeared first on Steven Van Belleghem. Even if it means moving out of the comfort of your own industry.

Healthcare 98

Healthcare Customer Experience Education Manufacturing 98

Beyond Philosophy

MAY 18, 2018

it helped people transition to a new mode of transportation. The only thing I hear in my shopping experience is the ringing of my front doorbell with the delivery of my purchases. Or that the automobile replaced the horse for transport. The horse’s head also was a fuel tank, by the way! To read more about it, please click here.

Transportation 118

Transportation Retail Management Consulting Technology 118

Beyond Philosophy

NOVEMBER 4, 2018

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Your Customers Like Their Version of Convenience, Too. Having a convenient experience is critical, and it is complicated, too.

Customer Experience 74

Customer Experience Transportation Entertainment Retail 74

Beyond Philosophy

MARCH 9, 2018

They are utterly irrational and often overlooked, yet they are critically important to both marketing and the field of customer experience. And then the Texas Department of Transportation hired an ad agency that looked at the worst offenders – men between the ages of 16-24. Why Customers Make Strange Decisions.

Transportation 178

Transportation Customer Experience 178

Steven Van Belleghem

OCTOBER 11, 2021

And what’s also impressive is that they use the data they have to help their partners – hotels, transportation, insurance, restaurants etc. offer their customers a better experience as well. It’s basically like a completely transparent Chinese menu without any hidden things and very clear conditions.

CX 113

CX Transportation Entertainment Education 113

MyCustomer Experience

APRIL 20, 2022

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 20th Apr 2022. By Rhys Fisher Staff Writer.

Transportation 52

Transportation CX Customer Experience 52

Inside Customer Service

JUNE 17, 2021

These questions came up a lot while I was doing research for The Service Culture Handbook and The Guaranteed Customer Experience. Here's an explanation of the three concepts along how other statements fit in, like your customer service vision or brand promise. TriMet operates the public transportation system in Portland, Oregon.

Transportation 144

Transportation Legal Customer Service Technology 144

Beyond Philosophy

AUGUST 21, 2020

I am fascinated by the significance of emotion as drivers of customer experience and behavior. Professor Melumad’s research signals the importance of considering the emotional aspect of an experience. Therefore, we’re trying to convey the main takeaway when we write on our phone. However, will that always be the case?

Transportation 179

Transportation Social Media Technology Technology 179

Beyond Philosophy

MARCH 23, 2018

Forbes and her colleagues studied Department of Transportation records for 160 million commercial airline flights between 1990 and 2016. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. What was really going on here?

Transportation 124

Transportation Customer Expectations Customer Experience 124

Execs In The Know

FEBRUARY 7, 2024

Even better, these automated buses could be completely repurposed for any number of challenges on Disney property requiring the transportation of groups. New areas of the park would have automated transportation available instantly—without building anything new. Learn more about CRS Tucson here.

Artificial Intelligence 52

Artificial Intelligence Customer Experience Transportation Contact Center 52

Execs In The Know

NOVEMBER 3, 2024

We host regular update calls with stakeholders from our distribution center, e-commerce, transportation, IT, store, and omnichannel teams. Looking Ahead As we approach this peak season, I’m confident that our comprehensive preparation will enable us to deliver the exceptional service our customers expect from Michael Kors.

E-commerce 105

E-commerce Customer Service Transportation Omnichannel 105

Beyond Philosophy

DECEMBER 22, 2016

What happens when you take the people out of an experience that was traditionally a human-based interaction? And what does this mean to the future of Customer Experience? Amazon and Uber have been making headlines by eliminating the humans from areas of the Customer Experience where a person is usually involved.

Legal 128

Legal Transportation Retail Customer Experience 128

Shep Hyken

JANUARY 19, 2022

But what I want to share now is the example of a surprise that came from a most unlikely source, the TSA, as in Transportation Security Administration. . I’m enjoying a box of chocolates a client sent as I create this post. And of course, I love surprising others.

Transportation 116

Transportation Customer Service Customer Experience 116

Beyond Philosophy

AUGUST 20, 2020

I am fascinated by the significance of emotion as drivers of customer experience and behavior. Professor Melumad’s research signals the importance of considering the emotional aspect of an experience. Therefore, we’re trying to convey the main takeaway when we write on our phone.

Transportation 348

Transportation Technology Technology Social Media 348

Logicalware

APRIL 12, 2022

Although Puzzel’s cloud-based contact centre solution was implemented at DFDS during the Covid-19 pandemic, when almost nothing in the travel and transport industry was as it used to be, DFDS believes the system has provided its employees with a simpler and more efficient working environment. This saves us important time,” Thomas says.

Transportation 98

Transportation Customer Service Customer Experience Hospitality 98

Fonolo

AUGUST 27, 2020

You might say it’s to close sales or solve customer issues, depending on the function of your team. Both are true, but every contact center agent in the world must adhere to creating an exceptional customer experience. Empathy is a huge part of a winning customer experience. “Oh, that’s not a big deal.”

Contact Center 135

Contact Center Transportation Construction Customer Loyalty 135

Beyond Philosophy

MAY 31, 2019

Facial recognition technology and facial expression analysis yield some new and exciting data about how customers feel during a Customer Experience. This episode of The Intuitive Customer asks the question Why Are We Scared of New Technology? We have some exciting new technology for CX.

Technology 95

Technology Technology Transportation Customer Loyalty 95

The Customer Service Blog

JUNE 1, 2023

But the Treasury has now ordered the Department for Transport to balance the books on the railways. Companies should be legally obliged to treat all their customers fairly when it comes to prices and access, whether they are internet savvy or not." What do the experts say?

Transportation 89

Transportation Government Legal Sales 89

Beyond Philosophy

JANUARY 14, 2016

Transportation Secretary, Anthony Foxx, explained that it is the manufacturer’s obligation (by federal law) to report warnings about safety issues. Target and Snapchat: The Power of Customer . 4 Ways to Gain Customer’s Trust in Data Security. But what’s worse, this isn’t the first fine related to safety regulations.

Transportation 101

Transportation Sports Engineering Sales 101

Zendesk

NOVEMBER 15, 2023

As chief information officer for electric vehicle manufacturer Rivian , Diane Lye has a front-row seat in the carbon-free transportation revolution. We have a lot of big ideas about how we want to improve our customer experiences across sales, servicing, and support,” Lye said.

Technology 52

Technology Technology Transportation Customer Experience 52

Beyond Philosophy

MAY 7, 2020

Even the TSA (Transportation Security Administration) gets this idea of segmenting based on skills and experience. It is essential to ensure that customers have advocates within your company who look at things from the customer’s perspective, as opposed to everyone maximizing the benefit to the company with their every move.

Customer Acquisition 174

Customer Acquisition Start-ups Transportation Sports 174

Customer Bliss

FEBRUARY 28, 2017

Lyft is a company founded on a specific mission ( more here ), and her role is designed to reflect both customer experience and trust. Some companies you’ll see claim to have an awesome customer experience program, but what they mean is “we generate a bunch of revenue from customers.” About Mary.

Customer Experience 59

Customer Experience Transportation Start-ups Business Operations 59