Kitewheel

FEBRUARY 11, 2020

The customer experience for airlines is made even worse by the shrinking window for customers to reach their gate, frustration at people cutting in line, or a sense that there are not enough attendants at the front desk, gate, or any other location. For an airline, long or unwieldy lines also represent a business problem.

Airlines 52

Airlines Industry Loyalty Programs Travel 52

ShepHyken

FEBRUARY 13, 2024

Both brands offer the same functionality – a room with a bed, TV, bathroom, etc. The point is that functionality and customer experience are not mutually exclusive but are, in fact, very connected. Connect with Shep on LinkedIn. The Ritz-Carlton is obviously a fancier hotel than the Comfort Inn.

Customer Experience 138

Customer Experience Transportation Hotels Airlines 138

LoyaltyPlus

NOVEMBER 10, 2020

We’re all very aware of the unique and unprecedented challenges airlines face today. As a well-established Loyalty Solution provider, previously sold as the branded solution for a well known PSS, we are perhaps one of the best kept secrets in the airline market in terms of our own brand. Sound interesting?

Airlines 52

Airlines Loyalty Self Service Loyalty Programs 52

Beyond Philosophy

NOVEMBER 14, 2017

Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second. Among airlines, working in a supportive, trusting, fun, responsive and energetic culture isn’t confined to staff at Virgin.

Airlines 87

Airlines Culture Consulting Leadership 87

Strativity

JANUARY 6, 2023

In times of economic turmoil, brands tend to think of cost-saving measures such as limiting new products or cutting overheads as the ultimate solution to budgetary woes. In the travel space, for example, you can book a flight on American Airlines and earn points for Hyatt hotels. The same holds true for your brand.

Brands 52

Brands Apparel Airlines Hotels 52

Experience Investigators by 360Connext

NOVEMBER 17, 2020

I love this example from Southwest Airlines. Simple, but a really nice way to connect with customers in an unexpected way. — Southwest Airlines (@SouthwestAir) May 6, 2020. What about when they complete a training process or post about your brand on social media? Ways a brand has thanked you as a customer.

How To 372

How To Airlines Social Media Tips 372

Beyond Philosophy

DECEMBER 8, 2023

Loyal customers intentionally choose your product or service because they have a genuine emotional connection with your brand. These are relationships rooted in deep emotional connections. Surprisingly, it’s these very emotions that underlie brand loyalty. They can articulate why they prefer your offering.

Loyalty 89

Loyalty Airlines Consulting Financial 89

C Space

MAY 4, 2020

The Brand Move Roundup – May 4, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. Mr. Buffett said he had been wrong to invest in the airline industry.

Brands 52

Brands Airlines Advertising e-support 52

Zeisler Consulting

DECEMBER 22, 2021

It was an evening flight, perhaps not the last flight on the route (it was hub-to-hub for the airline, so the route sees a lot of traffic), but close to it, and we were—of course—late getting in. All were concerned about their connections. Louis) had limited flights for this particular airline. That meant two things.

Airlines 93

Airlines Travel Course Connections 93

ShepHyken

MAY 29, 2023

They typically involve incentives for spending money on a brand through points, perks, upgrades, or free products. There are two ways to get people more invested in a brand. Then there is the emotional way which is getting people to connect with your brand through personalized engagement and positive experiences.

Loyalty 62

Loyalty Loyalty Programs Airlines Hotels 62

Maru Group

JUNE 5, 2023

Airlines can differentiate their offer through their airport lounges. Airlines can differentiate their offer through their airport lounges. It is a crucial touchpoint on the journey providing an opportunity to drive loyalty through the brand experience. The role of staff is a vital brand touchpoint. Learn more

Airlines 52

Airlines Travel Touchpoint Case Study 52

ShepHyken

MARCH 10, 2024

If they want to continue to succeed, it’s key that they make their customers feel valued and that they truly care about them and their experience with the brand. But brands in touch with consumer realities are also waking up to the power of “customer empowerment” as a lever for their CX strategy. Connect with Shep on LinkedIn.

Self Service 77

Self Service Customer Service Airlines Touchpoint 77

Hallmark Business Connections

OCTOBER 27, 2020

Facebook’s dating app, co-working spaces, adult dormitories and friendship apps are all positioned as ways for people to create meaningful offline connections. Brands should take their customers’ loneliness as a rallying cry to step up and step into roles that bring more human interaction and caring into the world.

Company 98

Company Airlines Telecommunications Social Media 98

Alida

JANUARY 29, 2018

That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. Below are real-life examples of how brands have delivered excellent customer service to transform a negative customer interaction into a positive experience.

Social Media 133

Social Media Wireless Airlines Loyalty 133

InMoment XI

NOVEMBER 20, 2023

It involves harnessing advanced technology, specifically artificial intelligence and machine learning, to enhance the way businesses connect with their customers. It goes beyond the traditional methods of customer feedback analysis, offering a sophisticated approach that enables brands to stay ahead in an intensely competitive landscape.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

Think Customers

APRIL 6, 2020

And in many cases, they are looking to connect with other people to share their experiences, emotions, and find someone who will listen. Contact centers and customer service organizations play a critical role in enabling those human connections. They are on the front line of a brand’s relationship with customers and the public.

Contact Center 52

Contact Center Connections Insurance Telecommunications 52

Experience Investigators by 360Connext

NOVEMBER 22, 2022

I love this example from Southwest Airlines. Simple, but a really nice way to connect with customers in an unexpected way. — Southwest Airlines (@SouthwestAir) May 6, 2020. What about when they complete a training process or post about your brand on social media? Ways a brand has thanked you as a customer.

How To 143

How To Airlines Social Media Tips 143

Kustomer

AUGUST 28, 2023

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view on customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

Customer Service 52

Customer Service Airlines Hotels CRM 52

Wired and Dangerous

JANUARY 20, 2015

The hype of a brand name means little in deterring the disappointed customer’s exit. Today, internet connections, whether blogs, tweets or other forms of social media, have five times the impact of traditional word of mouth. The Economist blog estimates it cost United Airlines about $180M. million people have watched.

Connections 70

Connections Airlines Social Media Insurance 70

Think Customers

JUNE 21, 2021

In a new report, the 2021 US Customer Experience Index , Forrester Research set out to determine how brands did in making abrupt CX changes with very little preparation. The effectiveness at which brands met customer needs and expectations, however, varied across industries. The post How’s My CX?

Brands 52

Brands Hotels Airlines Insurance 52

Beyond Philosophy

DECEMBER 14, 2023

Surprisingly, it’s these same emotions that you have with brands to whom you feel loyalty. Most times, I don’t check other airlines when I need to go somewhere—that is, until my friend mentioned how he flies JetBlue business class for a lot less than Delta. The airline sees it as a loyalty program for frequent flyers.

Loyalty 89

Loyalty Rewards Programs Loyalty Programs Airlines 89

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

Michelli Experience

AUGUST 8, 2017

I am generally content with my airline experiences and I have a lot of them. That said, maybe airlines are moving even further in the direction of “experiential offerings.” Here is the contender: In case you missed it, Joon is the new airline brand of Air France. From the Voice of the Brand.

Strategy 113

Strategy Airlines Travel Transportation 113

Up Your Service

MAY 3, 2017

But a whole other degree of devoted customer exists: The brand evangelist, described as the kind of traveler who feels so connected to a company that they proactively share their positive experiences with others. In today’s connected world, customer service experiences — especially the bad ones — often spread like wildfire.

Hospitality 74

Hospitality Travel Industry Brands 74

GetFeedback

JANUARY 12, 2020

In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Briefly, the argument is that leading CX brands outperform laggards by a lot. But what about customer requests that, if implemented, would undermine the brand promise?

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

LiveChat

APRIL 14, 2017

United Airlines is a company that proves that aviation disaster can happen before the plane goes up. As you might suspect, the whole situation caused a social media outrage over United Airlines, however, as time has passed, everyone stopped talking about it. Four airline employees were needed in Louisville, so they needed four seats.

Airlines 48

Airlines Customer Service Social Media Policies 48

Experience Investigators by 360Connext

DECEMBER 15, 2014

Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. ” These might not actually be their brand advocates , or even those who take the time to express any appreciation for good service. Ignoring the little guy in favor of the elite can mean big trouble for your brand.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. A well-managed customer community can increase customer loyalty and convert some engaged customers to brand evangelists. A branded, customized Help Center. A portal that connects to internal and public-facing knowledge bases.

Self Service 275

Self Service Knowledge Base e-support Policies 275

C Space

SEPTEMBER 30, 2020

The Brand Move Roundup – September 30, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19. 30 for trips taken during the holiday season.

Brands 40

Brands Airlines Hotels Retail 40

NICE inContact

OCTOBER 4, 2019

The habits and expectations of people today revolve around our capacity to be mobile, to be continuously connected — anywhere, anytime. You would rather take a picture of the spoiled yogurt, tag the brand, and share it on social media. In a desperate attempt to make the connection, you tweet your airline #pleasewait!

Airlines 138

Airlines Social Media Travel Metrics 138

NetBase

JANUARY 28, 2020

Combining NetBase’s and Quid’s contextual AI and breadth of data sources will give us unparalleled visibility into any landscape analysis, including our clients’ brand coverage, the industries they serve, and new areas of opportunity for our clients and their customers” said Brian Mossop, Senior Vice President, FleishmanHillard. ABOUT QUID.

Social Media 124

Social Media Airlines Analytics Leadership 124

C Space

SEPTEMBER 24, 2020

The Brand Move Roundup – September 24, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19.

Brands 40

Brands Travel Airlines Policies 40

Currency Alliance

APRIL 15, 2024

The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Plus, many types of points are widely appreciated by customers, and are useful to the brand for scoring different customer actions while influencing behavior. This actually is not true.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Talkdesk

MAY 6, 2015

After all, even the small mom-and-pop shop needs to take that first-time customer and nurture him or her into a brand proponent who can evangelize on behalf of their small business. It seems it’s hard to scour newsfeeds today without complaints about the airline industry. This represents a 2.9 This represents a 2.9

Airlines 40

Airlines Call Center Customer Satisfaction Software 40

GetFeedback

JULY 19, 2019

Some are calling CX the new marketing, others are calling it the new brand. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. Consider JetBlue, one of the leading airline carriers in the U.S., It’s one of the calling cards of the brand, typically.

ROI 309

ROI How To Touchpoint Hotels 309

NetBase

JUNE 17, 2019

Many brands are ‘living their best life’ these days thanks to social media, while others are left languishing and wondering why they can’t connect. Brands miss out on key segments when they misunderstand audience interests and modes of communication, including slang, imagery and emojis – and the context wrapped around each.

Brands 46

Brands Airlines Social Media Course 46

Beyond Philosophy

DECEMBER 28, 2023

Suppose you are at an airport, the airline cancels your flight, and you sit in a call center queue. That means when the AI realizes the airline canceled the flight, it will push out the options before you even have to ask. Further, Mead thinks that the brand and marketing experience is one thing. Click here.

Self Service 89

Self Service Airlines Conference Call Center 89