Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback.

Net Promoter Score 102

Net Promoter Score Company NPS Effort Score 102

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

Experience Investigators by 360Connext

APRIL 28, 2017

Comcast (yes, Comcast) has been in the middle of a journey to shift both brand perception and the experience they deliver. In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer. Save 1,000 words.

Case Study 152

Case Study Airlines Conference Wait Times 152

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. due to COVID-19 and other factors.

Brands 40

Brands Airlines Policies Travel 40

Lumoa

SEPTEMBER 11, 2023

Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. Consider the following scenario: A customer learns a new airline will be operating flights in their city. Their customer experience will begin long before they board their first flight with the new airline.

Strategy 208

Strategy Customer Experience Net Promoter Score Effort Score 208

Lumoa

SEPTEMBER 11, 2023

Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. Consider the following scenario: A customer learns a new airline will be operating flights in their city. Their customer experience will begin long before they board their first flight with the new airline.

Strategy 208

Strategy Customer Experience Net Promoter Score Effort Score 208

NICE inContact

JUNE 14, 2016

Earlier this year I had an issue with an airline so, as many of us would do, I called them. I was greeted with an automated message telling me that the wait time is expected to be 90 minutes. Within minutes of my tweet I got a response from a competing airline, inviting me to start flying with them.

Social Media 120

Social Media Customer Service Airlines Contact Center 120

Lumoa

JUNE 14, 2023

Whether that’s because of long wait times, an unfriendly attitude from staff, or a slow resolution of their issues – customers are increasingly becoming more and more intolerant of sub-par customer service. To illustrate, let’s take the example of United Airlines’ reputation crisis.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Alida

DECEMBER 15, 2016

Engage with your patients throughout the process to benchmark satisfaction metrics and get a better understanding of its impact to wait times, consumer perception and other factors of patient care. One example comes from the airline industry. Engage your physicians and other employees. Another example comes from consumer goods.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

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. These options, such as FAQs, chatbots, and knowledge bases, not only save time for the customers but also reduce the workload of customer service agents.

Customer Service Strategies 52

Customer Service Strategies Self Service Trends Strategy 52

Interactions

MARCH 19, 2020

Consumers are scrambling to contact airlines and hotels to cancel or change their bookings. . Amidst this chaos with emotions running high, customers still expect these brands to show empathy and offer fast, efficient, and effective solutions. Especially in times of need, consumers want brands to show empathy and support.

Customer Service 96

Customer Service Contact Center Travel Airlines 96

Think Customers

MARCH 21, 2023

Delta Airlines CEO Ed Bastian’s announcement that in-flight wi-fi would be free for loyalty members went over with flying colors, drawing hoots and rousing applause. The event, held live after a three-year hiatus, is so named because it focuses on the four pillars of experience management: customer, employee, brand, and product experience.

Report 52

Report Airlines Healthcare Transportation 52

Dapresy

JANUARY 22, 2019

The airport is home to more than 80 airlines and is Britain’s largest cargo port, helping to drive British trade growth by connecting the nation to more than 200 destinations around the world. Using imagery and iconography from the airline industry, together with Heathrow’s existing branding, provided an intuitive, data-rich environment.

Comparison 71

Comparison Airlines Report Analysis 71

ProProfs Chat

AUGUST 19, 2020

In a parallel universe, customers might be 100% satisfied with every brand they buy from. Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. . A big ‘ Business Sin ’ indeed. .

Policies 105

Policies Customer Service How To Guidelines 105

PeopleMetrics

OCTOBER 25, 2017

It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. For example, it’s no coincidence that airlines with the best CX ratings also boast the highest percentage of on-time arrivals. Was it the wait time, service, food, or the bathroom?

CEM 122

CEM Customer Experience Customer Centricity ROI 122

ShepHyken

MARCH 31, 2018

One of the best examples of a complaint that went viral was Dave Carroll’s YouTube video about when United Airlines broke his guitar. According to Bain and Company, research from 2011 indicates that when brands engage or respond to customer requests over social media, those customers spend 20-40% more on average. Social Proof.

Social Media 87

Social Media Self Service Customer Service Marketing 87

ProProfs Chat

AUGUST 8, 2019

Trust me, they all come looking for a good customer service experience, which at times, many brands fail to offer. So, if you are a newbie and feel that you may not match up to the existing brands, think again! Brands like Tesla, Disney, and Amazon are known for their great customer service stories. Southwest Airlines.

Customer Service 51

Customer Service How To Airlines Omni-Channel 51

Dapresy

APRIL 26, 2019

The airport is home to more than 80 airlines and is Britain’s largest cargo port, helping to drive British trade growth by connecting the nation to more than 200 destinations around the world. Using imagery and iconography from the airline industry, together with Heathrow’s existing branding, provided an intuitive, data-rich environment.

Comparison 40

Comparison Airlines Report Analysis 40

Talkdesk

AUGUST 23, 2016

Recently, two large airline carriers experienced major system outages that resulted in the delay or cancellation of thousands of flights. With millions of stranded travelers seeking resolutions, each company’s customer service line wait times surged, resulting in even greater customer frustration.

System 40

System Abandon Rate Call Center Wait Times 40

Eptica

JULY 27, 2016

Dealing with customer service is now part of every consumer’s daily lives, and a poor experience can ruin someone’s day and the overall relationship with a brand. Given the cost of recruiting new customers, it is vital that businesses retain their existing ones, particularly at a time of increased competition in every market.

Customer Service 48

Customer Service Poor Customer Service Contact Center Airlines 48

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 60

Consumers Self Service Study Retail 60

Comm100

DECEMBER 22, 2016

. “Although the use of brands’ mobile apps has exploded since 2008, ‘brand app fatigue’ is starting to settle in. KLM Dutch Airlines, which allows customers to manage their booking from Facebook Messenger, is ahead of the curb. Messaging apps, by contrast, have never been hotter. Source: Email Critic.

Omni-Channel 80

Omni-Channel Trends Multi-Channel Customer Service 80

Qualtrics

APRIL 27, 2020

The stakes are high - one bad experience is enough for customers that loved the brand to shop elsewhere. 32% of all customers would stop doing business with a brand they loved after one bad experience. Is it possible to call on some of them for help as they may not need as much training as a brand new starter?

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

Kustomer

APRIL 15, 2021

This then leads to more people being unwilling to purchase goods or services from a brand because of high difficulty interactions. Brands would be wise to implement data collection and implementation on a company-wide basis, as it plays a major role in customer success and higher NPS scores across the spectrum.

Omni-Channel 92

Omni-Channel Effort Score Contact Center Call Center 92

Natalie Petouhof

AUGUST 13, 2015

One of the reasons that more and more marketplace conversations are happening in social and digital networks is that it’s the first time customers have been able to talk to each other directly in ways that surpass the bulletin boards of yester year. How does one Tweet stand out from the next in a blurry sea of Tweets?

Customer Service 40

Customer Service Social Media Airlines Hotels 40

ShepHyken

MARCH 20, 2023

Wait times to speak to an operator are long — one industry analyst estimated the average wait tripled from 2020 to 2022 and says he believes they still are a third worse than before the pandemic. Last year Frontier Airlines discontinued the ability to contact customer support. Contact numbers are hard to find.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

Comm100

AUGUST 23, 2018

This year, the company was ranked the most valuable brand in the world , with an estimated brand value of about 150.81 This reduces wait time and empowers agents to become specialized in more advanced queries. airline to offer customer service through video chat. billion U.S. Who is doing this right?

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

Kustomer

SEPTEMBER 16, 2021

Having years of experience in CX, Evan finds that the best way to handle large-scale company growth is to make sure that all departments are aligned on the brand mission. So I’ve kind of gone through it a few times and a few basic learnings for me. We had three to four-hour wait times on my very first day.

Company 91

Company Training e-support Technology 91