Beyond Philosophy
MARCH 5, 2015
There have been many great stories in the past couple of months about airlines doing what was right by their Customers. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway. Southwest Airlines is a great Customer-centric airline with excellent employee engagement.
PeopleMetrics
JUNE 4, 2019
Are they businesses ( B2B ) or consumers ( B2C )? For example, in the airline industry, customers with the highest CLV are frequent fliers. American Airlines serves so many customers each day that following up with every individual complaint about a rude flight attendant or a broken seat is impossible. Who are your customers?
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Beyond Philosophy
FEBRUARY 5, 2015
Southwest Airlines could offer first-class seating, but they don’t. The post Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training appeared first on Beyond Philosophy. They market, and create experiences, within the branded vision.
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.
Beyond Philosophy
OCTOBER 8, 2014
What’s great about this split for the consumer? I’m sure many of you are wondering how this will affect you, the consumer. I think spinning off into PayPal is great for consumers in many ways, including: It gives PayPal a chance to build a new brand. Airlines don’t either. PayPal has a perception problem.
Beyond Philosophy
JUNE 1, 2015
These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries.
Beyond Philosophy
JUNE 11, 2015
Airlines, as well, are doing their part to diminish the perceived value of their customer loyalty programs. Certainly, frequent flyers have been bitterly complaining about these airlines, and the “quite shameful” and “blow to the solar plexus” moves, on social media and online forums.
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