QuestionPro Audience

JANUARY 3, 2018

Mobile technology creates a completely different experience at the airport, for both the customer and airline. A good mobile app adds to the customer experience, and creates brand loyalty. Airlines are looking to extend the customer experience in 2018.

Travel 294

Travel Airlines Consumers Loyalty 294

Myra Golden

AUGUST 31, 2016

Then, I custom create response letters that reflect the brand’s voice. The 5 steps ensure that the complaint response letter restores customer confidence and regains goodwill. Here are my 5 steps with great examples from great companies that know how to regain customer goodwill after the worst has happened.

Airlines 56

Airlines Examples Customer Confidence Video 56

InMoment XI

JUNE 30, 2016

Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting. My experience has provided a unique perspective into the various levels of CX maturity in organizations across many different industries.

Customer Expectations 200

Customer Expectations Airlines Analytics Industry 200

InMoment XI

JUNE 30, 2016

Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting. My experience has provided a unique perspective into the various levels of CX maturity in organizations across many different industries.

Customer Expectations 200

Customer Expectations Airlines Analytics Industry 200

InMoment XI

JUNE 30, 2016

Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting. My experience has provided a unique perspective into the various levels of CX maturity in organizations across many different industries.

Customer Expectations 200

Customer Expectations Airlines Analytics Industry 200

Comm100

NOVEMBER 27, 2017

Still, customers don’t respond to a non-apology the same way they do a sincere one. Research shows that customers feel a sense of restored fairness when companies apologize, provided CEOs show sufficient empathy— a key factor for successful personal apologies, too. . They called me day and night when they felt the need to.”)

Social Media 290

Social Media Video Effort Score Brands 290

Kerry Bodine

MARCH 18, 2020

You have an opportunity to make changes to your offerings and your customer experience today that will: Support your customers’ wildly changing needs and expectations, Drive crucial revenue in the short term, and. Build customer loyalty that will ensure the long-term viability of your business. Support at-risk customers.

Customer Experience 292

Customer Experience Airlines Insurance Travel 292

Uniphore

OCTOBER 7, 2021

It’s increasingly vital for organizations in all industries to provide superior customer service that exceeds expectations and meets users’ needs quickly and efficiently. Here are impressive examples of superior customer service: 1. Sainsbury’s Gives a Young Customer Exactly What She Wants U.K.

Examples 113

Examples Customer Service Company Airlines 113

Service Untitled

NOVEMBER 1, 2011

JetBlue Flight 504 from Fort Lauderdale, Florida to Newark, New Jersey was diverted to Bradley International Airport in Connecticut at 1:30 on Saturday because of a freakish snow storm affecting the East Coast. During the seven hour debacle, no logical answer was ever given by JetBlue. So what could JetBlue have done?

Poor Customer Service 51

Poor Customer Service Customer Service Airlines Transportation 51

Kerry Bodine

JUNE 7, 2017

JetBlue built its brand on being a different kind of airline. At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. and “Trays.

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. I agree that customers are more demanding than ever.

Loyalty Programs 76

Loyalty Programs Hotels Customer Service Hospitality 76

Kayako

FEBRUARY 11, 2016

Businesses are defined by what their customers say about them. And as social media platforms like Twitter and Facebook have risen up to the mainstream, and mobile internet and smartphone usage has boomed, customers have become much more connected. What is the connected customer? Word of mouth and the connected customer.

Connections 120

Connections How To Social Media Airlines 120

Kerry Bodine

JULY 2, 2015

I’m not angry, JetBlue. Last November, when JetBlue announced upcoming changes to its baggage policy and its plans to chop legroom, I wasn’t worried that my flying experience would worsen. JetBlue’s attitude has always been that it’s different from other airlines—it provides a more relaxed flying experience that “gives you more.”

Airlines 120

Airlines Travel Policies Brands 120

Qualtrics

JULY 28, 2016

Finding out what your customers are feeling is pivotal for knowing what decisions to make. JetBlue has used conjoint analysis and maxdiff to understand how their customers are feeling and has used that information to build a world-class customer experience program. This holds true in business. About Conjoint Analysis.

Analysis 22

Analysis Consulting Customer Insights Customers 22

The DiJulius Group

OCTOBER 7, 2014

JetBlue creates great Secret Service system – JetBlue Airways announced recently that it will provide each inflight crewmember with an iPad mini in order to enhance their ability to deliver a personalized Customer experience. Customer intelligence. Customer Service' By December 2015, […].

Social Media 40

Social Media System Customer Service Customer Experience 40

Kayako

DECEMBER 8, 2016

5: Is it too late to win the customer back? What you can do to rectify bad customer service. We wanted to test word of mouth marketing to see if it could be used to rectify a customer’s bad experience. At Kayako, we help our customers get better at customer service. Intro: Word of mouth marketing. 3: The results.

Consumers 120

Consumers Customer Service Poor Customer Service Airlines 120

ShepHyken

JUNE 20, 2023

The family eventually walked over to the JetBlue ticket counter, where they were told what they already knew: passports are not required to travel between the U.S. There is the soft-skill side of customer service, being friendly and empathetic. First, it shows empathy and care for the customer and the situation.

Customer Service 67

Customer Service Customer Service Training Travel Entertainment 67

Retently

MARCH 23, 2023

You can also learn a surprising amount of tactics and strategies by studying the opposite end of the scale – the world’s least successful companies, from a churn perspective – to compare their common weaknesses and find out what makes their customers so unlikely to recommend them to their peers.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Bot platforms had informal interactions over the platform with customers.

Meeting 166

Meeting Social Media Call Center Multi-Channel 166

Kerry Bodine

JULY 20, 2015

But in the customer experience world, this doesn’t fly. You cannot sandbag your customers’ expectations by promising them a miserable experience and then hitting just above the low water mark. Instead, you need to align your customers’ expectations with the experience you can actually deliver. Never , JetBlue?

Airlines 120

Airlines Insurance Customer Expectations Customers 120

Alida

SEPTEMBER 20, 2017

Growth in customer experience (CX) innovation has flatlined, and it’s likely you’re on the wrong side of the widening gap. According to Forrester’s Customer Experience Index, 2017 , today’s businesses across 21 industries are plagued by a growing “CX leadership gap.” In fact, twice as many brand scores fell as rose.

Leadership 227

Leadership Insurance Airlines Hotels 227

Experience Matters

OCTOBER 21, 2014

USAA and JetBlue took the top two spots, each with an NPS of more than 60. Benchmarks Customer Connectedness Customer experience CX measurement Net Promoter Temkin Group Research Voice of the customer analytics text analytics'

Net Promoter Score 259

Net Promoter Score Study Report Customer Connectedness 259

CSM Magazine

JUNE 21, 2018

Cindy Solomon reveals the secrets of amazing customer service – and how you can provide the same “Wow!” Every time I fly JetBlue Mint, I’m reminded that great service is possible, even in an industry as hated-on as the airlines. What JetBlue is doing to wow me isn’t rocket science (or even plane science).

Customer Service 58

Customer Service Airlines Travel Customers 58

InMoment XI

JANUARY 2, 2023

Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. Customers have unprecedented access to information about products and services. Not only does exceptional customer experience make customers happier, it drives desirable customer behavior.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

Myra Golden

AUGUST 31, 2016

Making an apology to customers after things go wrong is positively related to satisfaction with the recovery. When a service employee apologizes to a customer, she conveys politeness, courtesy, concern, effort, and empathy. Take a look at this outright apology from JetBlue Airlines after a major service mishap.

How To 60

How To Airlines Customer Confidence Video 60

BirdEye

AUGUST 7, 2020

The answer to this question may seem obvious…a “good review” is when a customer leaves a 5 star rating of your business! Here are three specific elements to look for that make a customer review particularly valuable. Describes the customer experience. Did the customer receive fantastic customer service?

Examples 98

Examples Feedback Video Customer Experience 98

Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement. They aren’t the typical conditions under which the company does business.

Examples 121

Examples Customer Experience Hotels Banking 121

MyCustomer

APRIL 16, 2019

Customer Experience Rockstar, James Dodkins, gives us his weekly round-up of the past seven day’s happenings in the wonderful world of. Customer Experience Rockstar. 16th Apr 2019. James Dodkins.

Customer Experience 42

Customer Experience Customers 42

ProProfs Chat

FEBRUARY 5, 2020

What is the most dreadful thing during customer interactions? Being in a situation where you have to say No to the customer- Isn’t it? . There are times, and really often too, that a customer comes to you with a request that is just not possible for you to fulfill. If the customer is adamant, what then? Let’s find out!

Examples 93

Examples Social Media Tips Policies 93

Wired and Dangerous

MARCH 16, 2020

How are you communicating with your customers and employees today regarding the steps you are taking to maintain a safe environment while providing an appropriate experience. Crisis management for a service issue such as COVID – 19 requires customer and employee logic.

Customer Focused 91

Customer Focused Management CEM Airlines 91

Kayako

MARCH 2, 2017

Identifying the service our customers want can be like trying to hit a clay-pigeon. We want to do our best to deliver the best support to our customers. But your customer and their desires can be moving targets. Customer needs and customer expectations are the two most confused aspects of customer service.

Customer Expectations 144

Customer Expectations Airlines Social Media Competitive Advantage 144

Comm100

NOVEMBER 8, 2017

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer. Click here to download the full ebook. Think Outside the Big Three.

Social Media 119

Social Media Customer Service Marketing eBook 119

BirdEye

NOVEMBER 30, 2023

Today, when feeling relatable and personalizing each communication is a priority for brands to offer an exceptional customer experience , using social media reputation management to your advantage can be incredibly beneficial. Customer engagement and loyalty Social media allows for direct customer communication.

Social Media 116

Social Media Management Guidelines Brands 116

Alida

JANUARY 29, 2018

An angry customer is still a customer—until they’re not. 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. Twitter provides an easy way for disgruntled customers to call out a brand that’s let them down.

Social Media 133

Social Media Wireless Airlines Loyalty 133

Experience Matters

OCTOBER 13, 2015

Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries. Eight other firms more than 25 points above their peers: Chick-fil-A , TriCare , credit unions , JetBlue Airways , H-E-B , Wegmans , Amazon , and Apple.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

NOVEMBER 18, 2015

USAA, JetBlue Airways, TriCare, credit unions, ACE Rent A Car, Apple, and Georgia Power have loyalty levels that most outperform their industry averages. At an industry level, supermarkets, fast food chains, and retailers inspire the highest loyalty levels.

Report 120

Report Loyalty Insurance Retail 120

C3Centricity

MARCH 31, 2020

How can some companies get customer service so wrong?! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. Me : “ Is TomTom just trying to irritate a long-standing customer?

Customer Service 177

Customer Service Customers CRM Customer Care 177