Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

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? SouthwestHeartStrong ( Georgi L.)

How To 372

How To Airlines Social Media Tips 372

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

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? SouthwestHeartStrong ( Georgi L.)

How To 143

How To Airlines Social Media Tips 143

NetBase

OCTOBER 12, 2018

You know Social Media Analytics are important – yet 81% of executives surveyed don’t feel their company is using social to its full potential. We talked about 11 social media metrics worth mastering in a recent Adweek webinar. Brand Passion. Here’s a look at Brand Passion for some of the major airlines.

Social Media 49

Social Media Analytics Metrics Airlines 49

Win the Customer

NOVEMBER 14, 2016

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. It’s called social media for a reason, after all.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 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 88

Loyalty Rewards Programs Loyalty Programs Airlines 88

NetBase

JANUARY 28, 2020

NetBase, the industry leader in social media analytics, announced today it will merge with Quid, a leader in AI driven text analytics. NetBase is the award-winning social analytics platform that global companies use to run brands, build businesses, and connect with consumers every second. Learn more at netbase.com.

Social Media 124

Social Media Airlines Analytics Leadership 124

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. Deciding which conversations are most important, and thus should be handled with priority, is not so straightforward, particularly on social media. What I mean by mobile is the customer.

Airlines 138

Airlines Social Media Travel Metrics 138

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. Integrates downloadable resources and rich media content.

Self Service 275

Self Service Knowledge Base e-support Policies 275

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

Kayako

MARCH 2, 2017

Over time, they develop expectations about your brand and service standards. If you want to keep your customers happy and coming back to you, again and again, you’ve got to meet and exceed these expectations over your most dominant support channels—email, social and Messenger (previously, live chat).

Customer Expectations 144

Customer Expectations Airlines Social Media Competitive Advantage 144

TechSee

OCTOBER 15, 2019

Beyond the loss of their business, these customers present a threat as they could negatively influence others, especially in the era of social media. This high-risk group is relevant across multiple industries as one third of all customers have zero brand preference, meaning they can be easily seduced by a superior offering.

Customer Retention 107

Customer Retention Social Media Airlines Groups 107

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.

Connections 70

Connections Airlines Social Media Insurance 70

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. Lesson #1: Don’t put your policies first. Seriously, don’t.

Airlines 48

Airlines Customer Service Social Media Policies 48

CSM Magazine

DECEMBER 13, 2023

Such strategies are crucial as they guide a business on how to consistently deliver exceptional service, leading to customer retention, increased sales, and a strong, reputable brand image. For example, many airlines now offer self-service check-in kiosks at airports, reducing long queues and wait times for customers.

Customer Service Strategies 52

Customer Service Strategies Self Service Trends Strategy 52

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

Customer Bliss

APRIL 20, 2017

It’s a blog post explaining one angle I think is under-discussed, which is the impact on employees of a brand when an incident like this occurs. For many reasons — among them how they are presented in social media — we think about issues like the United incident primarily with respect to the impact to customers of the brand.

Social Media 129

Social Media Airlines Leadership Financial 129

Wired and Dangerous

FEBRUARY 29, 2016

Internet connections — whether blogs, tweets, or other forms of social media — have five times the impact of traditional word-of-mouth. For instance, when songwriter Dave Carroll had a run-in with United Airlines over damage to his guitar in their baggage handling, he penned a song and hung it on YouTube.

Social Media 70

Social Media Airlines Customer Relationship Management Measurement 70

Lumoa

JUNE 14, 2023

Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. To illustrate, let’s take the example of United Airlines’ reputation crisis. And you’re not alone in feeling that way.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Comm100

NOVEMBER 27, 2017

s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master. What is it about the apology that can bring some of the biggest brands and names to their knees, or resurrect brands that seemed as good as gone? rawpixel.com.

Social Media 300

Social Media Video Effort Score Brands 300

Experience Investigators by 360Connext

APRIL 28, 2017

Connecting the dots of customer experience. Comcast (yes, Comcast) has been in the middle of a journey to shift both brand perception and the experience they deliver. Who wants to work in a place where customers complain both to and about the employees in viral videos and publicly on social media ? Save 1,000 words.

Case Study 152

Case Study Airlines Conference Wait Times 152

NetBase

MARCH 20, 2020

With no real end of the Coronavirus, aka Covid-19 in sight, how will companies and brands reach sports fans on their couches, when so much of their regular advertisements are typically tied up in live sports? Next Generation AI-powered consumer and marketing intelligence reveals all, including some options for brands to pursue.

Sports 67

Sports Advertising Social Media Entertainment 67

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. The difference today, of course, is that the ridicule can quickly go viral and cause a major headache for a brand that has not done its due diligence.

Brands 46

Brands Airlines Social Media Course 46

Experience Investigators by 360Connext

JANUARY 21, 2015

Understanding the customer journey end-to-end helps brands innovate around the experience. Airlines may argue their journey is about the actual time in-air for a customer, but as customers, we all know it starts earlier and ends later. One airline trying to understand the actual journey more for their customers is Virgin Atlantic.

Customer Journeys 110

Customer Journeys Airlines Travel Social Media 110

C3Centricity

AUGUST 26, 2019

Whether you are connecting with your customers by mail, phone, email or the web, you need to first request permission to ask any questions and to gather the information you are looking for. More and more CPG companies and brands now offer a loyalty program, especially to their higher-value consumers.

Customer Centricity 149

Customer Centricity Fashion Airlines Connections 149

LoyaltyPlus

SEPTEMBER 1, 2021

The COVID-19 pandemic has had a devastating impact on the global airline and hospitality sector. Continued lockdown restrictions are resulting in the closures of many airlines, hotels, restaurants, bed and breakfasts, and the list goes on. It is especially crucial for airlines and those in hospitality to create an emotional connection.

Loyalty 52

Loyalty Airlines Hospitality Hotels 52

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

ProProfs Chat

FEBRUARY 13, 2020

What’s more, these customer loyalty stats give an insight into factors that prompt customers to be loyal to a brand. Social Media & Customer Loyalty. Customer Loyalty Brands. Over half of the surveyed population reported that, if they like a brand, they will rarely purchase something different.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Help.com

FEBRUARY 28, 2016

Let’s say that you just got off of a really long flight only to find that your connecting flight to your final destination was overbooked. Social media is a brand’s chance to make or break the customer experience. On the other hand, if your tweet were to go ignored, the brand would likely lose a customer for good.

Tools 100

Tools Customer Service Social Media Airlines 100

BirdEye

APRIL 5, 2023

Nailing down the perfect name is crucial in building a rock-solid brand. Business name ideas that align with your brand’s purpose will create a strong connection with your audience. Tells a story A great name has the power to tell a story that connects with your target audience.

Government 98

Government Tips Social Media Consulting 98

NetBase

JULY 20, 2020

Since the rise of social media, consumer opinions and feelings have taken on greater importance, as they can go viral and affect brands. Thanks to next-generation AI-powered consumer intelligences, social media sentiment analysis is now a mainstay of social analytics, but what exactly is it?

Analysis 70

Analysis Social Media Analytics Consumers 70

NetBase

FEBRUARY 7, 2020

And it has consumers and investors talking, while creating a host of opportunities for the airline. Social listening reveals all. based airline to set this goal, though UK-based EasyJet threw its hat in the ‘carbon neutral ring’ first , this past November. And this could form a piece of a wider media relations strategy.

Consumers 67

Consumers Airlines Trends Social Media 67

C Space

MARCH 17, 2020

The Brand Move Roundup – March 17, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. The coronavirus pandemic continues to change the way we shop, work, socialize, travel and much more. Brand-building should be prioritized in this period.

Brands 40

Brands Travel Hotels e-support 40

CX University

JANUARY 15, 2020

A brand like Late July Snacks is a great example of a product that achieves great flavor and has all the good-for-your and product-innovation boxes checked, creating an awesome brand experience. 63% of millennials said they closely follow brands via social networks and regard authenticity as an important indicator of CX.

Industry 52

Industry Airlines Ecommerce Social Media 52

Lumoa

OCTOBER 13, 2017

Customer experience consists of countless details, but at the end, it all comes to what a customer thinks of your brand. Sometimes, you think your brand and customer experience are the same thing. In reality, if a customer perceives your brand in a different manner compared to you, that would be your true customer experience.

Social Media 273

Social Media Examples Customer Experience Advertising 273