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

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

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

InteractionMetrics

OCTOBER 16, 2023

Even if the customer responds, will the data be complete? Companies often send surveys and ask for customer feedback because it’s easy, and they feel they should. Minimize what you ask of your customers, and then minimize again. Alaska Airlines once sent me a 94-question survey. Of course not.

Customer Experience 52

Customer Experience Net Promoter Score Retail CX 52

CX Journey

APRIL 12, 2016

Or think about the codeshare partner experience, e.g., you bought a ticket with American but your flight is actually on Alaska. Don't confuse customers with inconsistent language, messaging, etc., Don't confuse customers by making them figure out your discombobulated partnership arrangements. Share customer feedback with them.

Omnichannel 43

Omnichannel Touchpoint Education Start-ups 43