Vonage

OCTOBER 24, 2016

At the Singapore Airlines Cabin Crew Training Center, one visitor asked, “How does Singapore Airlines stay on top all these years? And how do you plan to keep the lead while other airlines work so hard to beat you?”. Here’s why: If you fly on a mediocre airline, your service expectation may be only 50%. A very busy week!

Airlines 120

Airlines Customer Service Conference Culture 120

CX Journey

AUGUST 16, 2017

His last overall, cross-industry comparison was done in 2015; in 2016, he focused on the ROI of customer experience in the insurance industry , and in 2017, he has focused on the airline industry. Always the same (great) story, regardless.

Customer Experience 142

Customer Experience ROI Comparison Airlines 142

Beyond Philosophy

MARCH 23, 2018

Forbes and her colleagues studied Department of Transportation records for 160 million commercial airline flights between 1990 and 2016. They looked at the flying times for comparable flights between the same cities on the same airlines and at the same time of year. Airlines are Managing Customer Expectations.

Management 124

Management Airlines How To Transportation 124

Beyond Philosophy

MARCH 21, 2016

However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. Consider what adjectives you associate with the employee experience at Google, Starbucks, or Virgin Airlines? Hiring people is one thing. The job market conditions are changing.

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

ShepHyken

JUNE 20, 2016

Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused. The post 5 Top Customer Service Articles For the Week of June 20, 2016 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

Talkdesk

MAY 18, 2016

Opentalk 2016 was a whirlwind. Keynote speaker Bonny Simi of JetBlue Ventures explained that her airline requires pilots to attend training sessions in which they review NPS scores and Twitter feedback on their latest flights. Visit our Opentalk 2016 Full Coverage post for links to all things Opentalk.

Self Service 40

Self Service Omni-Channel Customer Centricity NPS 40

Alida

DECEMBER 15, 2016

In fact, a 2016 study suggests that as more health systems consolidate, patient experience worsens. A 2016 study from Quantum Workplace reveals that the health care industry is dead last among 17 industries when it comes to keeping employees engaged. One example comes from the airline industry.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

OpinionLab

NOVEMBER 1, 2016

In one study that examined airlines, the CX index “emotion” score for mobile was 14% higher than desktop. The post 3 key takeaways from Forrester CXSF 2016 for CX professionals appeared first on OpinionLab.

Innovation 60

Innovation Return on Investment Airlines Study 60

OpinionLab

NOVEMBER 1, 2016

In one study that examined airlines, the CX index “emotion” score for mobile was 14% higher than desktop. The post 3 key takeaways from Forrester CXSF 2016 for CX professionals appeared first on OpinionLab.

Innovation 60

Innovation Return on Investment Airlines Study 60

Forrester

JUNE 21, 2016

Even in the industry with the smallest spread, airlines, the CX leader enjoyed a healthy 5 percentage point advantage in global revenue. We found that the CX leaders in all five pairs of companies outperformed their relative CX laggard counterparts.

Customer Experience 75

Customer Experience Airlines CRM Sales 75

Helen Dewdney

JULY 22, 2022

The Denied Boarding Regulation (261/2004 EC) applies to passengers departing from an airport within the EU, whatever the airline is. The airline must look after you. If you are delayed overnight, the airline must provide you with a hotel and travel to and from it. Can I get a flight with another airline?

Airlines 52

Airlines Travel Consumers Hotels 52

Forrester

SEPTEMBER 9, 2016

Two-thirds of federal scores stayed flat from 2015 to 2016; even several agencies that worked hard on CX failed to improve. Only internet service providers, TV service providers, and airlines came close to matching this level of underperformance. Read more.

Airlines 40

Airlines Brands Customer Experience Industry 40

ShepHyken

SEPTEMBER 26, 2016

However, my experience flying an airline this past month made me seriously question these claims. The post 5 Top Customer Service Articles For the Week of September 26, 2016 appeared first on Shep Hyken. (Conversocial) The stats are loud and clear, and we’ve heard them over and over again: the cost for bad customer service is high. “78%

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

Beyond Philosophy

AUGUST 30, 2017

Brands know this, so they enlist the help of people we want to be more like to sell us shoes, cars, airlines, and in one surprising instance, male adult diapers: We are all aware of this tactic. We even read stories about how this actor or that athlete got a multi-million-dollar deal to hawk that airline or breakfast cereal.

Airlines 130

Airlines Study Examples Brands 130

Michelli Experience

APRIL 14, 2017

According to Bruce Temkin’s 2016 study , after a positive emotional experience, customers are 15 times more likely to recommend a company. We were on our way to a wedding in Norway, with a layover in Hamburg, when the airline lost my husband’s luggage. 15 times more likely ! That’s a huge difference.

Analysis 223

Analysis Feedback Effort Score NPS 223

Beyond Philosophy

FEBRUARY 17, 2020

Messina coined the phrase Conversational Commerce in 2016 to describe all the changes happening in the way we interact with customers in the consumer marketplace. For example, many years ago, he tweeted snarky comments about a recent Customer Experience he had with the airline JetBlue. Many times, these interactions surprised Messina.

Meeting 166

Meeting Social Media Call Center Multi-Channel 166

Helen Dewdney

OCTOBER 2, 2017

On the 2nd October 2017 Monarch Airlines and Monarch Holidays went into administration including those companies trading as: Monarch Airlines Ltd. First Aviation Ltd (ATOL Number 4888) previously trading as Monarch Airlines. Monarch Airlines retained it after Greybull Capital provided £165m in investment funding.

Airlines 33

Airlines Travel Insurance Guidelines 33

Alida

AUGUST 15, 2016

At the 2016 Asia Pacific Customer Intelligence Summit in Sydney , I had the pleasure of delivering a presentation to 200 client-side market research professionals and their stakeholders from all over the region. My talk expanded on the themes discussed in my new e-book, Winning the Research Revolution.

Marketing 0

Marketing Customer Centricity Airlines Banking 0

Oracle

FEBRUARY 2, 2018

Airlines constantly seek feedback from travelers and continue to look for partnerships and opportunities to improve cabin experience gate to gate. According to Variety , Netflix will roll out bandwidth-efficient technology optimized specifically to support mobile and tablet functionality thus at a lower overall delivery cost to airlines.

Innovation 81

Innovation Airlines Travel Advertising 81

Eptica

JUNE 8, 2016

Date: Wednesday, June 8, 2016 Unhappy holidays? Published on: June 08, 2016. The latest Eptica Multichannel Customer Experience Study suggests that both airlines and package operators are struggling to cope with the move to digital. The state of UK travel customer experience.

Travel 48

Travel Airlines Customer Experience Social Media 48

Customer Enthusiast

SEPTEMBER 20, 2016

At the ticket counter I was told by the American Airlines agent that the flight had been canceled months earlier – on June 5, 2016. Since the Delta Airlines counter was located next door, I checked with the Delta rep to see what options she had to get me home that night. Nor did my web guy, Larry. So, here we are.

Airlines 40

Airlines Transportation Hospitality Retail 40

ijgolding

JANUARY 19, 2016

So when I confirmed that I would be travelling to Florida in January 2016, I immediately sensed an opportunity to put my personal theories to the test! The cabin crew on my American Airlines flight to Miami were…. Up until now, I have generally been of the opinion that the highest level of CX adoption is in North America.

Airlines 120

Airlines Customer Experience Travel Customer Centricity 120

Up Your Service

APRIL 9, 2018

The Group (legally known as Air Pacific Limited) comprises of Fiji Airways, Fiji’s National Airline; its subsidiaries Fiji Link & Pacific Call Comm. The announcement was made at the airline’s Head Office in Nadi by the Fijian Attorney General and Minister responsible for Civil Aviation, the Honourable Aiyaz Sayed-Khaiyum.

Customer Satisfaction 40

Customer Satisfaction Tourism Airlines Net Promoter Score 40

Up Your Service

APRIL 9, 2018

The Group (legally known as Air Pacific Limited) comprises of Fiji Airways, Fiji’s National Airline; its subsidiaries Fiji Link & Pacific Call Comm. The announcement was made at the airline’s Head Office in Nadi by the Fijian Attorney General and Minister responsible for Civil Aviation, the Honourable Aiyaz Sayed-Khaiyum.

Customer Satisfaction 40

Customer Satisfaction Tourism Airlines Net Promoter Score 40

Customer Enthusiast

AUGUST 19, 2016

An article titled Some Absurd Airline Rules in the August 18, 2016 Wall Street Journal caught my attention. What stood out to me was that each of the six rules highlighted in the article increased airlines’ ancillary revenues at the expense of overall customer satisfaction.

Airlines 40

Airlines Banking Customer Satisfaction Insurance 40

Wired and Dangerous

FEBRUARY 29, 2016

For instance, when songwriter Dave Carroll had a run-in with United Airlines over damage to his guitar in their baggage handling, he penned a song and hung it on YouTube. The Economist blog estimates it cost United Airlines about $180M. Customer Relationship Management | January 2016. And the viral effect is enormous!

Social Media 70

Social Media Airlines Customer Relationship Management Measurement 70

ijgolding

DECEMBER 14, 2016

Two very simple, yet interesting questions that have been very publically brought to the fore by British airline, Monarch. Do your people ‘make’ your Customer Experience’? Their new advertising campaign caught my attention a couple of weeks ago – it did so because I found it extremely unusual.

Customer Experience 120

Customer Experience Advertising Airlines Leadership 120

CX Journey

APRIL 7, 2016

Ron and I have been working on this topic for many years and are happy to report that the April issue of Harvard Business Review picked up our ideas and published a short piece in the Idea Watch section in the April 2016 issue. Traditional Approaches to Often Don’t Work! Ron Kaufman is the founder and chairman of UP! Your Service College.

Culture 80

Culture How To Net Promoter Score Airlines 80

Second to None

MARCH 30, 2018

I recently had a meeting with a marketing executive from an airline. It turns out that most of them were from customers frustrated about delays, overbooked flights and other service-related issues—a growing list of customers telling others not to do business with the airline. Think beyond marketing. Say no to point solutions.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. In 2015 he published a report looking at the difference in revenue growth between pairs of similar businesses in five sectors (cable communications, airlines, investments, retail and health insurance).

ROI 50

ROI Self Service Customer Experience Airlines 50

Customer Enthusiast

NOVEMBER 8, 2016

Last week, I read perhaps the best article that has come across my screen in 2016 on the topic of customer service: The Secret Lives of Hotel Doormen by Noam Scheiber. He also verifies guests’ names by cross-referencing the name on the luggage tag with the up-to-date, airline-issued baggage label to avoid mistakes.

Hotels 67

Hotels Airlines Retail Customer Service 67

Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data. The rise of big data.

Data 100

Data Social Media Analytics Entertainment 100

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. Join us on Thursday, July 14 th , 2016, at 11 a.m. Would you have different answers for the questions above? Do you agree with the marketers from the article?

Customer Experience 60

Customer Experience Airlines Banking Retail 60

CSM Magazine

MAY 17, 2016

.” Former Customer Service of the Year award winners include match.com, Acer UK, Zen Internet, Thomas Cook Airlines, RBS, vente-privee and FedEx Express. The winners of the awards will be revealed at an awards lunch in October 2016. The closing date for entries is 31 May 2016. More information can be found at [link].

Customer Service 40

Customer Service Airlines Social Media Advertising 40

Beyond Philosophy

FEBRUARY 27, 2017

I’ve also qualified for airline elite status after a busy travel year, and then watched the perks squandered when I didn’t fly as much in the next one. It was one of Fortune Magazine’s 100 best companies to work for in 2016, and it is committed to giving employees a path to advancement by promoting them from within.

Rewards Programs 60

Rewards Programs Hotels Travel Chief Customer Officer 60

Helen Dewdney

SEPTEMBER 11, 2019

In 2016 the Airports Council International Europe analysed the ownership of UK airports and found that almost 53% are fully private and more than 25% are in mixed ownership. Airlines are responsible for most services at airports, so complaints usually go there. Public vs Private airports. 21% are still entirely publicly owned.

Survey 48

Survey Airlines Effort Score Travel 48

OpinionLab

JUNE 17, 2016

Others – such as airlines (295), travel (308), telecommunications (196) and healthcare (296) – did not perform nearly as well, which is consistent with what we’ve seen over the past year. Data from the 2016 Mobile 500 report reveals m-commerce grew nearly three times faster than e-commerce in the United States.

Multi-Channel 60

Multi-Channel Telecommunications Airlines Healthcare 60