CX Perspectives
Beyond Customer Satisfaction: 3 Unexpected Ways CX Drives Value
It is time to debunk the nice-to-have myth about customer experience. It is true the discipline operates in the space of perception, feelings, and emotion. What is equally true, but…
How a Failed Bus Experience becomes a Rally Cry for Passengers
A single experience can shed light on major vulnerabilities in transportation experience. A bus trip we took from Atlantic City reveals the danger of breaking promises to customers, the importance…
How Seamless Customer Journeys Drive Revenue
Many travel and transportation executives identify revenue sources narrowly. Think ticket sales, ancillary fees like baggage and amenities fees or premium upgrades. Many customer experience practitioners limit their scope to…
What the United JetBlue Partnership Signals for Passenger Experience and Airline Revenue Optimization
Last week I had the pleasure of seeing United Airlines CEO Scott Kirby at the WSJ Future of Everything Festival. And to hear from him about the just-announced United JetBlue…
Hotel Service Recovery Strategies in Action: Real-World Example and Lessons Learned
From both a revenue and service delivery point of view, a hotel stay equals more than providing a place to stay. Done well, it creates an experience that makes guests…
What is Taxing Your Customer Experience?
In our customer experience consulting engagements with organizations from travel and transportation to corporate environments, we see the same six challenges to delivering seamless customer experiences. The struggle to deliver…
