JetBlue Airlines uses Qualtrics Research Suite to better understand customer satisfaction from its 30 million annual travelers and turn that feedback into meaningful changes. The tool helps JetBlue identify issues affecting the travel experience across multiple channels and gather insights to guide improvements. This has helped JetBlue win its tenth straight JD Power award for customer satisfaction by empowering teams to improve processes and the traveler experience based on large volumes of customer data and feedback.
Control de acceso. tecnología de identificación mediante proximidad. Nelson Izaguirre
Access control should refuse access to unautherised people and freedom of movement for autherised people should be affected at the least. This is how we understand access control. Therefore a thourough planning and installation of your access control system is mandatory. Every company should ask itself the “3-W-Questions”: who is when and where access autherised.
Transformed service quality through testing solution for a leading US airline.Mindtree Ltd.
Mature testing solutions and testing frameworks enable enterprises to deliver quality products to the consumer.
Here’s how Mindtree helped one of the largest airlines operating in the United States to deliver quality service to its customers.
LOYALTY 3.0 at JetBlue: over 1.3 million additional loyalty portal page views generated, over 1.5 million Facebook impressions of branded content, record partner over 200% new transaction activations Q2Q,
It This PPT Things We Know :
Introduction:
Research:
Analysis:
Solution
Conclusion:
Recommendations:
MAIN ISSUE
===================================
For More: https://sunnyns60.wixsite.com/kodexhub
Big Data + Human Data for Better Product StrategyAliza Gold
The most cutting edge product development approaches today involve both big data and what at projekt202 we call human data, to succeed in the market. Case studies from a top 10 financial institution, the New York Times, and more show how it's being done to great advantage.
In developing successful products, quantitative analytics are important but not a complete picture by themselves. This presentation shows how to add the missing link: qualitative data that yields the motivation behind the behavior.
Control de acceso. tecnología de identificación mediante proximidad. Nelson Izaguirre
Access control should refuse access to unautherised people and freedom of movement for autherised people should be affected at the least. This is how we understand access control. Therefore a thourough planning and installation of your access control system is mandatory. Every company should ask itself the “3-W-Questions”: who is when and where access autherised.
Transformed service quality through testing solution for a leading US airline.Mindtree Ltd.
Mature testing solutions and testing frameworks enable enterprises to deliver quality products to the consumer.
Here’s how Mindtree helped one of the largest airlines operating in the United States to deliver quality service to its customers.
LOYALTY 3.0 at JetBlue: over 1.3 million additional loyalty portal page views generated, over 1.5 million Facebook impressions of branded content, record partner over 200% new transaction activations Q2Q,
It This PPT Things We Know :
Introduction:
Research:
Analysis:
Solution
Conclusion:
Recommendations:
MAIN ISSUE
===================================
For More: https://sunnyns60.wixsite.com/kodexhub
Big Data + Human Data for Better Product StrategyAliza Gold
The most cutting edge product development approaches today involve both big data and what at projekt202 we call human data, to succeed in the market. Case studies from a top 10 financial institution, the New York Times, and more show how it's being done to great advantage.
In developing successful products, quantitative analytics are important but not a complete picture by themselves. This presentation shows how to add the missing link: qualitative data that yields the motivation behind the behavior.
West Monroe Partners has collected data on four key channels customers use to interface with their utility and the relative amount of difficulty or effort each of these channels presents to customers. These four key levers are ideal in improving overall customer effort and satisfaction:
1. Customer Portal
2. Public Website
3. Interactive Voice Response (IVR)
4. Live Agent
Our preliminary comparisons for a range of utilities offer some valuable insights. Please join us as we share the results with you and your team and suggest some action items and potential solutions that could drive significant improvements throughout the meter-to-cash process.
How to use Customer Success to Drive Revenue Growth Through Up-SellsGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to use Customer Success to drive Revenue Growth through Up-Sells - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Adobe DocuSign, Concur, MuleSoft
Mastering the Customer Experience: VoC Techniques that Keep JetBlue SoaringQualtrics
Join us as Kyle Groff, Customer Insights Manager at JetBlue Airways, shares how the company lives up to its slogan: "You above all." You'll leave this webinar with key takeaways that will help you collect, analyze and act on customer insights in a smart, new way.
As you know, the difference is often in the details. Learn what ones are often overlooked and the ones that make the biggest difference of all.
How CX Leaders Succeed with Journey Analytics: 8 Real-Life Use Cases and Succ...Pointillist
As a CX, analytics or marketing professional, you’re probably hearing a lot about how customer journey analytics can help you better understand your customers. That sounds great in theory, but what does it look like in practice? How are leading organizations actually using journey analytics to acquire, serve and retain customers, as well as measure and improve customer experience?
Check out this presentation to learn how world-class organizations in a variety of industries are using journey analytics software to discover actionable customer insights and translate them into tangible business results.
You’ll learn about 8 real-life use cases for how you can use journey analytics to:
-Measure & improve customer experience
-Streamline operational efficiency & reduce costs
-Grow revenue & maximize customer lifetime value
-Improve customer retention & churn
Southwest Airlines in 2014: Culture, Values, and Operating PracticesTran Thang
This Presentation answer these questions:
1. Is there anything that you find particularly impressive about Southwest Airlines?
2. What grade would you give Southwest management for the job it has done in crafting the company’s strategy? What is it that you like or dislike about the strategy? Does Southwest have a winning strategy?
3. What are the key policies, procedures, operating practices, and core values underlying Southwest’s efforts to implement and execute its low-cost/no frills strategy?
4. What are the key elements of Southwest’s culture? Is Southwest a strong culture company? Why or why not?
5. What grade would you give Southwest management for the job it has done in implementing and executing the company’s strategy? Which of Southwest’s strategy execution approaches and operating practices do you believe have been most crucial in accounting for the success that Southwest has enjoyed in executing its strategy? Are there any policies, procedures, and operating approaches at Southwest that you disapprove of
or that are not working well?
6. What weaknesses or problems do you see at Southwest Airlines as of mid-2014?
7. Do you approve of the AirTran acquisition and the way that Southwest has gone about integrating AirTran
into its operations? Is the integration taking too long? Why go so slow?
Customer Journey Measurement: 5 Steps to Analyze & Improve CX the Right WayPointillist
You need to improve customer experience, but where should you focus your efforts? You know customer journeys matter, but unless your company is the exception, you probably don’t know how well each customer journey performs. The solution is to evolve from traditional CX measurement to journey measurement, so you can better assess and predict journey performance.
View this information-packed presentation featuring Forrester VP and Principal Analyst, Joana van den Brink-Quintanilha, to:
- Understand the importance of building a measurement framework for assessing journey performance
- Learn a five-step process for building a journey measurement framework
- Get actionable tips on how to get started with journey measurement to improve your existing CX measurement program
In an increasingly digital world, the ability to find jobs has never been easier and the challenge to retain talent has never been harder. Employers, especially in the public sector, find themselves at a crossroads where not only could they lose talent but they will spend precious resources hiring, onboarding, and training new staff. Accenture is a leader in recruitment, reinventing the experience for candidates, line managers and recruiters by unlocking the potential of technology, data and your teams. We have end-to-end capability which allows us to go from recruitment strategy, right through to delivery and running recruitment operations; bringing confidence we will leave you with a workable solution.
Measuring What Matters with Google AnalyticsTechSoup
Google Analytics is a free web analytics program for your site that takes less than 30 minutes to install. In roughly the same time it takes to watch an episode of your favorite sitcom, you can be learning the what, where, how, and when of the activities on your site. (The "why" is up to you.)
In this webinar, we will walk through
- What Google Analytics is
- How Google Analytics works
- Key terms
- How you can use these learnings to move the needle of your organization forward
West Monroe Partners has collected data on four key channels customers use to interface with their utility and the relative amount of difficulty or effort each of these channels presents to customers. These four key levers are ideal in improving overall customer effort and satisfaction:
1. Customer Portal
2. Public Website
3. Interactive Voice Response (IVR)
4. Live Agent
Our preliminary comparisons for a range of utilities offer some valuable insights. Please join us as we share the results with you and your team and suggest some action items and potential solutions that could drive significant improvements throughout the meter-to-cash process.
How to use Customer Success to Drive Revenue Growth Through Up-SellsGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to use Customer Success to drive Revenue Growth through Up-Sells - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Adobe DocuSign, Concur, MuleSoft
Mastering the Customer Experience: VoC Techniques that Keep JetBlue SoaringQualtrics
Join us as Kyle Groff, Customer Insights Manager at JetBlue Airways, shares how the company lives up to its slogan: "You above all." You'll leave this webinar with key takeaways that will help you collect, analyze and act on customer insights in a smart, new way.
As you know, the difference is often in the details. Learn what ones are often overlooked and the ones that make the biggest difference of all.
How CX Leaders Succeed with Journey Analytics: 8 Real-Life Use Cases and Succ...Pointillist
As a CX, analytics or marketing professional, you’re probably hearing a lot about how customer journey analytics can help you better understand your customers. That sounds great in theory, but what does it look like in practice? How are leading organizations actually using journey analytics to acquire, serve and retain customers, as well as measure and improve customer experience?
Check out this presentation to learn how world-class organizations in a variety of industries are using journey analytics software to discover actionable customer insights and translate them into tangible business results.
You’ll learn about 8 real-life use cases for how you can use journey analytics to:
-Measure & improve customer experience
-Streamline operational efficiency & reduce costs
-Grow revenue & maximize customer lifetime value
-Improve customer retention & churn
Southwest Airlines in 2014: Culture, Values, and Operating PracticesTran Thang
This Presentation answer these questions:
1. Is there anything that you find particularly impressive about Southwest Airlines?
2. What grade would you give Southwest management for the job it has done in crafting the company’s strategy? What is it that you like or dislike about the strategy? Does Southwest have a winning strategy?
3. What are the key policies, procedures, operating practices, and core values underlying Southwest’s efforts to implement and execute its low-cost/no frills strategy?
4. What are the key elements of Southwest’s culture? Is Southwest a strong culture company? Why or why not?
5. What grade would you give Southwest management for the job it has done in implementing and executing the company’s strategy? Which of Southwest’s strategy execution approaches and operating practices do you believe have been most crucial in accounting for the success that Southwest has enjoyed in executing its strategy? Are there any policies, procedures, and operating approaches at Southwest that you disapprove of
or that are not working well?
6. What weaknesses or problems do you see at Southwest Airlines as of mid-2014?
7. Do you approve of the AirTran acquisition and the way that Southwest has gone about integrating AirTran
into its operations? Is the integration taking too long? Why go so slow?
Customer Journey Measurement: 5 Steps to Analyze & Improve CX the Right WayPointillist
You need to improve customer experience, but where should you focus your efforts? You know customer journeys matter, but unless your company is the exception, you probably don’t know how well each customer journey performs. The solution is to evolve from traditional CX measurement to journey measurement, so you can better assess and predict journey performance.
View this information-packed presentation featuring Forrester VP and Principal Analyst, Joana van den Brink-Quintanilha, to:
- Understand the importance of building a measurement framework for assessing journey performance
- Learn a five-step process for building a journey measurement framework
- Get actionable tips on how to get started with journey measurement to improve your existing CX measurement program
In an increasingly digital world, the ability to find jobs has never been easier and the challenge to retain talent has never been harder. Employers, especially in the public sector, find themselves at a crossroads where not only could they lose talent but they will spend precious resources hiring, onboarding, and training new staff. Accenture is a leader in recruitment, reinventing the experience for candidates, line managers and recruiters by unlocking the potential of technology, data and your teams. We have end-to-end capability which allows us to go from recruitment strategy, right through to delivery and running recruitment operations; bringing confidence we will leave you with a workable solution.
Measuring What Matters with Google AnalyticsTechSoup
Google Analytics is a free web analytics program for your site that takes less than 30 minutes to install. In roughly the same time it takes to watch an episode of your favorite sitcom, you can be learning the what, where, how, and when of the activities on your site. (The "why" is up to you.)
In this webinar, we will walk through
- What Google Analytics is
- How Google Analytics works
- Key terms
- How you can use these learnings to move the needle of your organization forward
![JetBlue Airlines
QUALTRICS RESEARCH SUITE
VOICE OF THE CUSTOMER CASE STUDY
“We strive to be the voice of the customer, not
of the corporation. If customers are asked to
share their opinion and time, we have to turn it
into real insights for the company and real
benefits for the customer—we couldn’t do
that without an innovative partner like
Qualtrics.”
Kyle Groff
Manager - Customer Insights
Salt Lake City, Utah
www.jetblue.com
JetBlue is the largest carrier in Boston and a
leading carrier in Fort Lauderdale/Hollywood,
Los Angeles (Long Beach), New York,
Orlando, and San Juan. It carries more than
30 million customers a year to over 80 cities in
the U.S., Caribbean, and Latin America with
an average of 850 daily flights.
Voice of the customer [VoC] challenges faced by JetBlue:
• Wanted to understand customer satisfaction and turn feedback from 30
million annual travelers into real, impactful changes for the traveler and the
employee
• Required a diverse tool that could help serve many internal customers
including the management and front-line staff of over 80 airports as well as
JetBlue’s executive and customer administration
How JetBlue uses Qualtrics Research Suite to resolve challenges:
• Identify issues affecting the traveler experience through customer feedback
and in-depth customer studies
• Gather customer insights and act on the voice of the customer results
across multiple channels
• Transform data into actionable insight for company, ranging from executives,
to airports, and to front-line crew members
• Link employee goals to steps in the customer journey
Results:
• Empower customer insight team with platform and process that has helped
guide JetBlue to their tenth straight JD Power awards for customer
satisfaction
• Improved traveler experience by turning large volumes of data across many
establishments into actionable feedback
• Continue to uphold industry leading Net Promoter Scores
• Identify action for specific process improvements and employee education
initiatives
©2014 Qualtrics
sophisticated research made simple](https://image.slidesharecdn.com/c99c977d-c0ed-4b47-a7fe-5b5ded8401fa-151021172557-lva1-app6891/85/JetBlue-Airlines-Research-Suite1-1-320.jpg)
