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Have Dog, Can Travel


Lessons for engaging customer feedback programs from an international flight I recently traveled from India to the United States on Lufthansa Airlines with my dog Zuri. She was going to be alone for almost 24 hours, traveling in the cargo hold. I had a sinking feeling when I kissed her goodbye before our journey. Fortunately, View Article

5 Essentials for a Happy Business Travel Experience


I’ve been traveling a lot in the month of March. I’ve been thinking about what it means to be a business traveler (who happens to be a woman) on the road. But I enjoyed some little touches and thought I’d praise those companies who thought about the experiences enough to make my travels a little more enjoyable. I want all the coffee when I travel.

7 Killer Tips for your Travel Site and Call Center to Navigate the Busy Holiday Season with Ease


According to Zendesk’s 2014 Benchmark report , customer service rankings dropped to their lowest during the holiday season, with the travel industry experiencing the largest -7 point drop, the most drastic in comparison to all other industries. The impact of poor customer service on your travel site: How does poor customer service impact customers? Plan ahead of time. 10 per inquiry!

The Startling Truth About Traveling With the Top 1%

Beyond Philosophy

These trends have led travel companies to rethink the experiences they offer to customers, especially the ones with lots of money to spend. This rise in ultra-exclusive travel highlights is what I’ve been saying for a long time: a customer experience has to be based on more than rational factors like price. It’s hard to blame them. Preferably a convertible! So what’s the best tactic?

Travel and retail customers demand self-service: will you answer the call?


For travel and ecommerce sites in the months after New Year’s, bringing the right kind of traffic to your site can be tricky, and making the most of it is even harder. In travel , the end of the holidays and the blanket of cold weather over many popular travel destinations contribute to lots of homebound families spending quality time in the living room by the fireplace.

Customer Experience: The Road Less Travelled

Maz Iqbal

Given the demands on my time I will be keeping this conversations short – at … Continue reading Customer Experience: The Road Less TravelledIt has been a while since the last conversation. First, I took time out for a month of holidays. And then in September I was asked to lend a hand in a CX centred next generation CRM and omnichannel programme.

Unhappy holidays? The state of UK travel customer experience


The state of UK travel customer experience. Author: James Gladwish The internet has transformed the way we buy our holidays and flights, with the majority of people now booking all or part of their travel online. It analysed how well these routine questions were answered on travel websites as well as the speed and accuracy of responses on email , Twitter , Facebook and chat.

Innovation in Online Travel Bookings: Get Inspired by Lufthansa

Susan Abbott

I would have thought that online travel had pretty much matured, and it has. What tiny innovations -- in travel or elsewhere --have you noticed that are making a difference I have just finished booking a trip with Lufthansa for the first time, and have to say their online booking system is really great. For a first time user, it was pretty easy to navigate and understand.

What If Marty McFly Traveled Back to the Actual Future?

Think Customers

Happy Back to the Future Day, everyone! That's right. Today's the day Marty McFly and Doc Brown arrive from the past to change the course of history once again. Yet, while we probably won't see Doc's DeLorean (or any other car, for that matter) zipping through the air any time soon, fans across the Internet can't stop comparing fictional 2015 with the real thing.

Do WE Belong? Experience is Always Personal


Blog Customer Experience customer service Featured Microinteraction of the Month Opinion Review guest experience hospitality linkedin loyalty personalization travel travel experienceMy husband Jason and I recently took a short trip to Sturgeon Bay, Wisconsin, a favorite childhood destination of mine, just to unwind after several chaotic weeks of packing and moving across the city.

The ultimate report on Millennial customers: Gen Y attitudes and their impact on tech, finance, media and other major industries

Vision Critical

Providing a 360-degree examination of the Millennial lifestyle, the report has important implications for business professionals in all industries, including finance, technology, media, retail, health care and travel. They’re not delaying travel. Millennials see travel as an essential part of the work-life balance. They want to travel now. In the U.S. TWEET THIS STAT ).

How to spectacularly fail your customers and damage your brand – by British Airways


As a result of travelling a great deal, I often write about my experiences of doing so. Some of the best and worst experiences I have ever had have been whilst travelling. I experienced this for the first time two weeks ago when travelling back from Johannesburg to Heathrow. Before I start this post, I must first make a couple of sincere apologies. BA is NOT a low cost carrier.

Have Dog, Can Travel


Lessons for engaging customer feedback programs from an international flight I recently traveled from India to the United States on Lufthansa Airlines with my dog Zuri. She was going to be alone for almost 24 hours, traveling in the cargo hold. I had a sinking feeling when I kissed her goodbye before our journey. Fortunately, View Article

Challenges of Understanding the Customer Journey End-to-End


In the case of airlines, yes, they want to travel to a certain destination. If you cater to business travelers, for example, then go beyond the obvious like wifi access and business lounges. Consider them as whole people, who are traveling for business but aren’t robots who only talk business. Some of this has to do with where the journey actually begins and ends.

Have a nice day! Is the US better than the rest of the world when it comes to Customer Experience?


Amazon; Disney; Ritz Carlton; USAA – just to name but four – are all companies I talk about regularly as I travel around the globe. In 2015, I visited twenty countries in Europe, Asia, Africa and the Middle East – on my travels I observed varying degrees of Customer Centricity. I think it is fair to say that the US is first to adopt and introduce many ‘things’ to the world.

Do You Add “Hot Sauce” to Make Your Customers Feel Special?

Wired and Dangerous

Here’s one example from our many travels. Customer Delight Customer Appreciation Customer Expectations Customer Experience Customer interaction Customer loyalty TravelsCustomers today have higher expectations than ever. They expect treatment that telegraphs they are valued, special, and unique, not just one of the masses. Absolutely!” we responded. This is awesome!”

The British Airways pilot who got off his bum! How to wow customers with the unremarkable


Fog is a weather condition not particularly conducive to seamless air travel – the pilot had to ask all passengers to turn off their electronic devices due to an order from air traffic control in London. Last week I witnessed something that I consider to be incredibly unusual. ‘Bowling over’ a career Customer Experience ‘nut’ is not that easy to do!

‘The ‘e’ in easyJet does not stand for empathetic’ – the real cost of sticking to the rules!


That is why when it comes to the summer holiday – or any holiday for that matter – we hope and expect that the organisations we choose to travel with are able to deliver an experience that takes away as much of the potential stress as possible. I travel a lot – all over the world. The summer holidays are upon us. Fabulous Food. Friends. Can we afford it?

The epic failings of Emirates: are brands really trying hard enough when it comes to Customer Experience?


Customer Journeys Customer retention and loyalty Recovery Travel customer experience customer experience failure customer experience recovery Emirates Etihad As someone who spends his life eating, talking, breathing, writing and generally living everything to do with Customer Experience, it is inevitable that on occasion I may get tagged as a serial ‘moaner’ It is true to say that I often highlight the less than palatable experiences I encounter. However, I am just as quick […].

Making life difficult for customers makes no sense at all! Case studies from Marriot Hotels and Debenhams


Customer Journeys Customer retention and loyalty CX Strategy Retail Travel changing consumer expectation customer expectation customer experience Debenhams emotional Emotional engagement making life difficult for customers Marriot wi-fi marriott Marriott Hotels We are living in a world where consumer expectation is changing as rapidly as ever before. New technology is enabling people to do what they want, when they want to do it, wherever they happen to be. We crave speed, simplicity and consistency in our interactions. All around the world, this change in consumer expectation […].

Which Customer Experience Path Is Your Organisation Travelling? Is It The Right One?

Maz Iqbal

What Customer Experience Paths Are Organisations Taking? It occurs to me that under the Customer Experience umbrella one can pursue several distinctive paths. What might these paths be? One there is the lets suck less path. This almost always involves looking at way of reducing customer effort at specific touchpoints e.g. call-centre, or specific customer interactions e.g. when buying something. Arguably some, perhaps even most, of the effort that the UK government has put into its digital services programme is about sucking less, reducing customer effort, and in the process decreasing costs.

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Emirates Vs Etihad – Customer Experience Review


I am very fortunate to travel a great deal as I help and guide organisations on their customer centric journeys. Last week I had the pleasure of travelling to Kuala Lumpur. Due to a complicated schedule, I ended up travelling out to Kuala Lumpur with Emirates and home again with Etihad. Some of the biggest customer experience horror stories have been served up by airlines.

This Is What an Epic Customer Experience Fail Looks Like


We missed the connection. “ @AmericanAir : What’s your worst #travel mistake? Blog Featured Opinion Review airlines Customer Experience customer service linkedin loyalty management travel Spring Break! Fun in the sun! Time away! And then that time you fly home with your family…only to be mistreated so incredibly that writing this blog seems like the only recourse I have. Nobody.

Customer Empathy – ignore it at your peril!


We have been more than willing to furnish a consultant’s letter to confirm the above and his inability to travel. Channels Communication Channels Customer retention and loyalty Recovery Social Media Travel accessible Aer Lingus Brian Ward customer empathy customer experience emotional facebook functional Ryanair Have you ever looked up the definition of the word Empathy?

Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains!


Despite all the travelling I do these days, I am still someone who gets excited about travelling to places I have never been before. I often do not get much chance to see the sights and experience the culture, but I do get the opportunity to eat nice food, stay in good hotels and travel with well known operators. Last week was as manic as they get for me. Whose glass is this?

Ryanair – the brand we can now learn to love


Customer retention and loyalty CX Professionals CX Strategy Travel customer experience Michael O''Leary Ryanair Ryanair Customer Experience Tony Ryan Equally as many millions of consumers were prepared to put up with the ‘no service’ proposition and until recently, Ryanair CEO Michael O’Leary revelled in the financial returns that this strategy delivered. ’ B t.

Do you know what ‘it’ feels like? Why experiencing your customer AND employee journeys is so important!


I recently endured a dreadful experience with Scandinavian Airlines – you can read about it in this article I wrote for CustomerThink in October – the story was all about a cancelled flight – something that is sadly not uncommon for the air traveler. So what is the difference between these two words? There is a difference. Let me explain what I mean.

Norwegian – Customer Experience Review


There is a ‘new kid on the block’ – one that could potentially change the face of air travel. If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in ‘budget’ air travel as Ryanair or Easyjet. Over the last few weeks I have done more European travel than usual. Airlines of Europe beware!!

VoC Leaders: How Travelzoo uses CX data to make smarter decisions (video)


Lisa Oswald is a customer experience (CX) advocate and Senior Vice President of Customer Service for Travelzoo, a trusted online publisher of travel and entertainment deals that places a premium. Client Insights Case Stories socializing data Travel Industry Travelzoo video VOC Leaders

Focusing on Customers: Lessons from Medellin


Blog Customer Experience customer service Featured customer experience speaker Education microinteractions speaking travelI admit I was nervous. Growing up in the 1980’s and 90’s, the only association with the city of Medellin or the country of Colombia was hearing about the violence on the news. The violence is what made the news, of course, and it was primarily due to the drug trade.

The wonderful sound of Customer Experience: Tales from South Africa


Now I have made it clear that I travel a lot. So you would imagine I have my travelling routine down to a T – wrong!! I arrived in South Africa after 14 hours of travelling, only to realise that I had forgotten to bring any underwear or socks! Even now, I am writing this blog post from a hotel room in Singapore. I was not to be dissapointed.

Ryanair ‘always getting better’ – has the world’s largest international airline really changed?


Always Getting Better (we promise to listen and be open to change; we promise to be relentless in finding new ways to improve your travel experience and the choice of destinations we offer). Some say that I am easily confused! So it may come as no surprise that I should write a blog post with a rather confusing headline. It has become so for positive and negative reasons.

Rail delay compensation – Light at the end of the tunnel?

Helen Dewdney

All rail companies are signed up to National Conditions of Travel which states that the amount of compensation offered by train companies in their Passenger’s Charter varies between them. It is still the large majority of people who don’t claim for delays never mind poor service”, she says, “We have yet to really see whether consumers will really start challenging companies and if they in turn will hold out on compensating travellers if, for example, they do not have accessible toilets in working order or they are having to stand when a company has put on fewer carriages than normal”.

Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all!


Customer Journeys Customer retention and loyalty Social Media Travel customer expectation customer experience online customer reviews Waldorf AstoriaDoing what I do for a living, I am not easily shocked when I am exposed to unsatisfactory Customer Experiences – either my own, or those that are shared with me. Sadly I am unable to share the video with you. Sounds lovely!

NO communication; NO bags; NO rooms; NO wifi!!! Customer Experience stories of unnecessary EFFORT, STRESS & INEPTITUDE


Whatever happens, I hope that they and others who read this learn from the experiences that I and my colleague Neil had travelling from South Africa to Zimbabwe and then back to South Africa – brace yourselves, it will be a rough ride!! Having traveled for almost 14 hours, we arrived for the very first time in the city of Harare – capital of Zimbabwe. Airlink.

Making the Most of #SXSW: How to Prep Like a Boss!


Blog Featured Opinion Recent News #SXSWi conferences events networking planning South by Southwest SXSW travelThis will be my tenth journey to Austin for the South By Southwest Interactive Conference (SXSW) in March. It’s a crazy few days of social media, digital marketing, internet rock stars and barbecue. The post Making the Most of #SXSW: How to Prep Like a Boss!

The Transparent Customer Experience: how measurement can benefit both company & customer


With the added weight of customer feedback being left every day on sites such as Trip Advisor, the travel industry is as exposed as any other to the power of measurement for all to see. Honesty and transparency – two words that warm the cockles of my heart but that are not often associated with the world of business. It was very real. That phenomenon is you and I – the consumer.