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

Steven Van Belleghem

OCTOBER 5, 2022

Speed is of the essence in customer experience. If a company is highly hierarchical and controlling, employees will often be blocked from delivering a great customer experience. When the pandemic hit us, they tried to improve the customer experience by making shopping a lot safer for those who needed that the most.

CX 104

CX Customer Satisfaction AI Customer Experience 104

Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome.

Customer Experience 125

Customer Experience Customer Expectations 125

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

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

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

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

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 43

Omnichannel Touchpoint Start-ups Education 43

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 40

Customer Service Hospitality Hospitality Omnichannel 40

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