Zendesk

SEPTEMBER 27, 2022

Secretary of Transportation, said of this summer’s travel woes. Things have gotten so bad that on September 1, the Department of Transportation launched an online dashboard to help air travelers keep track of cancellations and delays. Among the airlines’ biggest customer frustrations? Even the U.S. gated-cta-in-post].

CX 52

CX Social Media Transportation Omnichannel 52

Aquire

MAY 24, 2021

According to the International Air Transport Association, demand for air travel decreased by 65.9 At the same time, the surge in cancellations and travel restrictions caused by the pandemic created a dramatic influx in demand for airline customer service. Redefining the airline customer experience.

Customer Service 105

Customer Service Net Promoter Score Social Media Omnichannel 105

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

SurveySensum

NOVEMBER 15, 2023

Apple: Customer Survey Success Google: Beta Testing Excellence Facebook: Harnessing In-App Feedback Salesforce: Customer Advisory Boards Microsoft: Employee-Driven Insights Uber: Real-Time Feedback Mechanism YouTube: Like and Dislike Buttons Reddit: Upvote and Downvote System Google: Feedback Form 1. times more engaged.

Transportation 52

Transportation Customer Satisfaction Customer Survey Customer Feedback 52

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

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

Zendesk

MAY 12, 2022

The North Star metric for our customer service team is CSAT,” says Wallace, whose customer satisfaction scores are measured on a scale of 1 to ten. That’s actually on a roadmap for this year—to connect those data points,” Wallace admits, to make customer preferences even more visible and actionable to customer service agents.

Net Promoter Score 52

Net Promoter Score CX Transportation Retail 52

Beyond Philosophy

NOVEMBER 3, 2014

Both of these challenges present obstacles to reliable delivery windows, not to mention food storage for transportation, i.e., the ice cream melts by the time it gets to the consumer’s house. As we have said in other posts, changing customer’s behavior can be difficult (Link once published). However, the hold up could be the consumer.

E-commerce 88

E-commerce Retail Transportation Customer Retention 88

Steven Van Belleghem

MAY 29, 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. Their customers find great value in the adventures that they share over social media: about how they have been playing a role in weather forecast.

CX 120

CX Non-Profits Social Media Pharmaceutical 120

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

C3Centricity

SEPTEMBER 24, 2017

How many manufacturers will survive as the market for personalised road transport collapses? As people move from ownership to rental, and from self-drive to driven, the industry will need to move into alternative modes of transport to make up the shortfall in their businesses. What do you think? Two-way video. Virtual assistants.

Technology 48

Technology Technology Manufacturing Transportation 48

C3Centricity

SEPTEMBER 12, 2016

.” (I’m speaking about Neil Patel of course) (>> Tweet this <<) So don’t target anything less than surprise and delight; satisfaction is no longer enough. See “ The new challenge of marketing: Customer satisfaction is not enough! ” for more on this topic). We know we can do better.

Net Promoter Score 91

Net Promoter Score Social Media Customer Satisfaction NPS 91

Customer Bliss

MARCH 30, 2018

As many of us CX practitioners know and may have experienced firsthand, the airline industry faces numerous challenges in creating a customer experience that puts the customer first. According to Airports of the World , Newcastle also won the honor of being ‘Airport of the Year’ at the North of England Transport Awards.

Customer Service 25

Customer Service Transportation Government CX 25

Qualtrics

JUNE 5, 2020

There are multiple potential crises that can make it unsafe or challenging for customer service teams to continue operations from the office. Unknown viral infections aside, adverse weather conditions, structural damage, and even transport strikes can mean that managers are faced with supporting their teams remotely.

Customer Service 26

Customer Service Transportation Start-ups Education 26

Zendesk

NOVEMBER 19, 2022

For customer service leaders, one of the best ways to pare down expenses without sacrificing quality in the customer experience is to make the shift to automation and invest time into enabling customers to help themselves, and each other. You might actually find that customer satisfaction increases.

Transportation 52

Transportation Healthcare Customer Satisfaction AI 52

Zendesk

NOVEMBER 3, 2023

According to the Zendesk Customer Experience Trends Report 2023 , 65 percent of business leaders believe the AI they use is becoming more natural and human-like—and it’s only going to get better. It can also be customized, making it easy for businesses to apply AI how they prefer. Table of contents: What is generative AI?

AI 52

AI Machine Learning Artificial Intelligence ML 52

PeopleMetrics

MAY 12, 2022

Customer journey mapping can make the crucial difference between driving business success and seeing flagging customer satisfaction, retention rates, and revenue. It's no coincidence that we frequently return to the businesses that offer us great experiences. What types of businesses use customer journey maps?

Customer Journey Map 62

Customer Journey Map Touchpoint Net Promoter Score B2C 62

Hodusoft

JULY 26, 2023

This feature consolidates customer interactions and all relevant data into a single platform, thereby enabling a unified communication experience as well as resulting in improved efficiency and customer satisfaction. It can enable you to offer efficient and instantaneous customer service and increase customer experience.

Contact Center 52

Contact Center Transportation Omnichannel Customer Relationship Management 52

Beyond Philosophy

AUGUST 27, 2015

They claim it is to aid the International Air Transport Association (IATA) in research for flight safety. Designing a Customer-Focused Process. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Are you Inside-Out of Outside-In?

Non-Profits 108

Non-Profits Transportation Customer Experience Customer Satisfaction 108

Steven Van Belleghem

MAY 19, 2020

That will be a big part of the future of work and building a fantastic customer experience too. The biggest result is the higher customer satisfaction. Nobody is arriving late because they were stuck in traffic or the public transport was delayed. Future of customer contact. Usage of smart technology.

Contact Center 52

Contact Center Start-ups E-commerce Innovation 52