The real or perceived deterioration of the customer travel experience has reached a fever pitch with current events producing a largely reactive response from multiple airlines. There exists a clear first - mover advantage to the organization demonstrating the ability to change the narrative from reactive, to proactive, to predictive. A proactive strategy empowers and encourages both the staff and the passengers to positively impact the customer experience. The proprietary Well iQ system allows you to connect these groups.
"Feedback on every person involved in delivering the best customer experience."
Discover what is working and what needs improvement in real-time allowing for thoughtful changes and quick responses.
“Create curriculums that preempt scenarios leading to poor customer experiences.” -O. Munoz, United
Take inputs on behaviors and learn from them. Prevent a potentially bad experience from happening without the passenger ever knowing.
“Apply customer data to solve trouble spots in your toughest customer journeys today.” -Jeff Foley, Pegasystems
Empower and incentivize passengers to be a part of improving the customer experience. To have a customer centric service means including the customer in the process to improve it.
Drive engagement by measuring and rewarding the behaviors that matter. Accountability through customer recognition and private feedback goes back to the most fundamental concept of recognition and reward.
Well iQ connects customers to front-line employees - providing businesses insights into both groups - driving customer satisfaction and employee performance.
“For every one point of improvement in customer experience index scores, airlines gain $168m in incremental revenue.”
-Maxie- Schmidt-Subramarian, Forrester
“Customer experience index leaders enjoyed a 14% total revenue growth rate advantage over customer experience laggards.”
-Harley Manning, Forrester