Conversocial

JULY 14, 2021

We aim to offer insight into the shift towards digital customer conversations and how brands can anticipate surges or recognize patterns in consumer habits that will help them create better experiences, leading to a happier customer and longer-lasting relationships.

Airlines 59

Airlines Data Trends Consumers 59

ijgolding

SEPTEMBER 2, 2015

On the one hand I am referring to a well known brand as ‘the world’s largest’ and on the other, I am asking whether or not they have changed. If a brand is the world’s largest, why would it even need to change? Ryanair are now the largest international airline IN THE WORLD!!!!!

Airlines 120

Airlines Travel Financial Customer Experience 120

ShepHyken

AUGUST 18, 2021

We surveyed 1,000 consumers in the U.S. Seventy-five percent surveyed are more likely to be loyal to a company or brand that delivers a personalized customer experience. . If I had to book a flight on an airline, why would I choose one over another? That leaves airline schedules, seat availability, etc.

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

NetBase

FEBRUARY 28, 2019

Geography is an important social analytics metric – that’s why we venture near and far in our quest to understand consumer love for brands. Our latest NetBase Brand Passion Report 2019: Top Loved Australian Brands reveals insights about brands in the magical land of “Oz” – but there are takeaways for all brands everywhere.

Report 40

Report Consumers Brands Airlines 40

Oracle

MARCH 18, 2021

According to a McKinsey report, available seat miles on US airlines were down 71% in April 2020 from the previous year. And for the most avid travelers engaged in airline, credit card, and hotel loyalty programs, 2020 provided extremely limited opportunities to maintain status, earn points, or redeem travel rewards.

Loyalty Programs 62

Loyalty Programs Travel Loyalty Brands 62

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. 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

NetBase

FEBRUARY 7, 2020

And it has consumers and investors talking, while creating a host of opportunities for the airline. based airline to set this goal, though UK-based EasyJet threw its hat in the ‘carbon neutral ring’ first , this past November. And looping back to the consumer impact, we see lots of opportunity there as well.

Consumers 67

Consumers Airlines Trends Social Media 67

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. This year and beyond, companies in any space—whether apparel, food, or fitness—need to prioritize creating ecosystems consumers can’t live without.

Brands 52

Brands Apparel Airlines Hotels 52

Interactions

MAY 20, 2021

With travel restrictions decreasing and consumers feeling more comfortable leaving their homes, this summer will see a rebound in traffic after a year-long hibernation. Hotels, airlines, and tourist destinations are currently preparing for this resurgence– without actually knowing the volume that it will bring. .

Hospitality 62

Hospitality Travel Brands Self Service 62

Conversocial

AUGUST 17, 2021

At Conversocial, the majority of our partners in the transport sector fall within two categories - airlines and train operators. It’s going to be months, probably years, before it returns to pre-pandemic levels. If it ever does.

Travel 52

Travel Transportation Airlines Consumers 52

Clarabridge

OCTOBER 17, 2017

Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. This is not good.

Airlines 40

Airlines Feedback Study Hospitality 40

C Space

JUNE 23, 2020

The Brand Move Roundup – June 23, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Seventeen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Airlines Policies Retail 52

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

CSM Magazine

DECEMBER 14, 2022

Phone channels have been the critical entry point to customer service for decades, but they are often a significant pain point for customers and brands alike, with lengthy wait times and high costs. This is something that brands must carefully consider to ensure that they are providing options to suit all consumers.

Call Center 52

Call Center Airlines Chatbots Travel 52

C Space

JULY 2, 2020

The Brand Move Roundup – July 2, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Airlines Policies Social Media 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.

Self Service 77

Self Service Customer Service Airlines Touchpoint 77

Currency Alliance

JUNE 1, 2020

The long break in spending habits due to Covid-19 will cause customers to re-evaluate their relationship with brands. This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. People in Barcelona are buying a lot more ice-cream lately.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Kustomer

JANUARY 2, 2024

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n 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 105

Customer Service Wait Times Airlines Social Media 105

QuestionPro Audience

MAY 18, 2018

But as a generation that is on the cusp of surpassing baby boomers as the nation’s largest living adult generation , it’s important for brands to take notice of the trends they’re setting as consumers. From there, they can decide which airline to fly, and where they’ll stay.

Travel 186

Travel Airlines Transportation Guidelines 186

C Space

MARCH 12, 2020

The Brand Move Roundup. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In a fast-moving global crisis such as the current coronavirus outbreak, brands have an important role to play. Chris Nurko. Chief Innovation Officer, C Space. Technology.

Brands 52

Brands Airlines Fashion Travel 52

C Space

JUNE 25, 2020

The Brand Move Roundup – June 25, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. More than 8.5

Brands 52

Brands Airlines Travel Transportation 52

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. Consumer Shipping: 78%. One more thing— We recently partnered with TEDx Speaker and CX expert Jeannie Walters to launch a webinar where we discussed how leading brands are measuring CSAT and using these insights to improve the customer experience. Below is the complete list of the newest CSAT benchmarks.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

Second to None

AUGUST 2, 2018

Every brand, across most industries, is trying to simultaneously capture and avoid viral moments on a daily basis. Ideally, these small instances captured by a cell phone camera help galvanize both current and potential patrons so that they get a clear picture of your brand message in a natural setting.

Brands 59

Brands Airlines Social Media Voice of Customer 59

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. Meanwhile, 50% of consumers will likely switch to a rival after just one bad support experience. And you’re not alone in feeling that way.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

C Space

JUNE 17, 2020

The Brand Move Roundup – June 17, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Sixteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Sports Airlines Government 52

C3Centricity

SEPTEMBER 17, 2018

It was asked recently on Quora and I answered it, as I do many posed on topics such as brand building and customer understanding. That’s because it is one that every company, product, service and brand should be asking! You’d be amazed how many brands are not competing in the category in which they think they are.

Airlines 189

Airlines Comparison Brands Consumers 189

West Monroe

JULY 5, 2023

Research and data show that trust drives sales and solidifies brand loyalty, making it critical for businesses regardless of external factors—but especially so in today’s tumultuous economic environment. According to research, trust drives results: from top-line growth and bigger spending to brand loyalty. The result?

Technology 52

Technology Airlines Financial Hospitality 52

NetBase

JULY 17, 2020

Differentiating your brand requires next level consumer understanding. And NetBase Certification helps brands and agencies become expert at this through targeted, in-depth explorations of social analytics capabilities. Capturing consumer verbatims to see precisely what they love and hate.

Consumers 52

Consumers Analytics Social Media Analysis 52

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

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

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

NetBase

AUGUST 5, 2020

And monitoring consumer behaviors and emerging trends will show them when and where to start promoting destination travel again. Airlines, cruise ships and resorts are examining how to re-open and provide the safest experiences for consumers, by addressing their biggest concerns. The State of Travel Today.

Travel 98

Travel Industry Social Media Hotels 98

C Space

SEPTEMBER 1, 2020

The Brand Move Roundup – September 1, 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. The airline is the first to permanently eliminate the fee.

Brands 40

Brands Airlines Social Media Government 40

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

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Those who get it wrong can face a barrage of complaints and criticism on social media – witness the high profile social media backlash experienced by United Airlines last year. Published on: April 18, 2018.

Travel 49

Travel Brands Airlines Customer Experience 49

C Space

SEPTEMBER 2, 2020

The Brand Move Roundup – September 2, 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. China Mengniu Dairy Co.

Brands 40

Brands Airlines Policies Travel 40

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