Experience Investigators by 360Connext

DECEMBER 14, 2021

That means that customers, employees and humans are dealing with anxieties and frustrations in ways that have led to some unfortunate or even dangerous situations. There were more air rage incidents this year than in any year since the airline industry started recording these types of situations, for example.

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

Experience Investigators by 360Connext

MAY 16, 2023

Southwest Airlines, while still recovering from their holiday-time meltdown, is known for proactively addressing customer concerns. After a flight with a series of delays , customers received a specific message and retribution, all without asking. On This Southwest Airlines Flight, Almost Everything Went Wrong.

Airlines 143

Airlines Feedback Customer Service Representative Contact Center 143

InMoment XI

NOVEMBER 20, 2023

This valuable insight allows businesses to understand how customers feel about their products or services, enabling them to make data-driven improvements and respond to issues promptly. Example : Airlines use sentiment analysis to assess customer feedback on social media, addressing concerns and improving overall customer satisfaction.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

ijgolding

MARCH 31, 2017

Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines. In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. And the employees were fantastic, but maybe some of the touchpoints could have had a better design.

Comparison 120

Comparison Customer Experience Airlines Travel 120

West Monroe

JULY 6, 2022

For example: Utilities can use traditional media in the form of a mailed postcard to notify a customer about a new program to send text messages when a service disruption (e.g., outage or main break) has been detected in their area, or perhaps a customer service representative discusses this onsite at the utility’s office.

Customer Experience 98

Customer Experience Touchpoint Customers Fashion 98

ProProfs Chat

AUGUST 19, 2020

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. . Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies.

Policies 105

Policies Customer Service How To Guidelines 105

SurveySensum

AUGUST 24, 2023

According to the Harvard Business Review article, Kick-Ass Customer Service , 81% of customers stated that they intend to take care of matters by themselves before reaching out to a customer service representative.

Self Service 52

Self Service Brands Effort Score Airlines 52