ijgolding

JANUARY 14, 2019

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2018, I flew 127 times. Which airline(s) were the guilty party? On both occasions I flew with KLM in 2018, they failed to deliver my luggage to my destination. I am (or have been) a fan of KLM for many years.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

Experience Investigators by 360Connext

NOVEMBER 22, 2022

I love this example from Southwest Airlines. Simple, but a really nice way to connect with customers in an unexpected way. — Southwest Airlines (@SouthwestAir) May 6, 2020. Christopher Moloney (@Moloknee) September 2, 2018. It's yet another way our Employees show their Heart. SouthwestHeartStrong ( Georgi L.)

How To 143

How To Airlines Social Media Tips 143

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Brands are going to have to make a real effort to be transparent with customers in 2018. Top loyalty trends for 2018: No.1

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

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

CX Journey

MAY 8, 2019

It appeared on their blog on July 12, 2018. They provide examples of Southwest Airlines and American Express and how these two companies have linked internal service quality to profitability. Southwest Airlines and American Express Travel Services were cited as prime examples of companies reaping the benefits of this connection.

Airlines 88

Airlines Travel Loyalty Customer Satisfaction 88

Oracle

NOVEMBER 5, 2018

Modern Customer Experience 2018 is heading to Europe and will take place in Amsterdam (November 6), Frankfurt (November 13), London (November 14), and Stockholm (November 15) with planned sessions on topics including keeping up with customer demands, expanding your network, the future of customer loyalty, and more. View more details.

Customer Experience 40

Customer Experience Hotels B2B Innovation 40

Team Support

DECEMBER 21, 2021

Live chat software connects businesses with their customers, drives revenue and growth, and provides a universally better experience that drives customer satisfaction. For Sales teams, this means live chat software drives conversions and revenue, and connects prospective buyers with products in a quick and unobtrusive manner.

B2B 98

B2B Software Airlines Communication 98

TechSee

JULY 24, 2018

Visual communication creates intimacy and strengthens the connection between the organization’s representative and the customer, turning it into an interaction between two fellow human beings. In January 2018, he tried Netflix for the first time and discovered they have all of the past “Suits” episodes available for streaming.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104

Oracle

AUGUST 14, 2019

Thanks to the proliferation of new technology in the form of artificial intelligence (AI) , internet of things (IoT) sensors, and connected smart buildings , there’s an innovation opportunity to take better care of people while traveling. It’s understandable: airlines need to be performing at their best. Automated check-in.

Travel 45

Travel Airlines Competitive Advantage Innovation 45

Aveus

OCTOBER 3, 2017

The experience on many international airlines tops anything Delta offers, and usually at a lower price. based airlines that demonstrate little understanding of customer experience, there are more and newer options that do understand their customers, and do match what they offer to the way their various customers want to buy.

Airlines 100

Airlines Travel Customer Experience Advertising 100

ijgolding

AUGUST 12, 2018

The fact that there are so many variants, at least demonstrates that the world of business does, deep down, recognise that customers are connected to the reason their organisation exists in the first place! What customers ‘wanted’ in 2013, is unlikely to be remarkably different in 2018. I am sure you can add more to the list!

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

ShepHyken

MARCH 23, 2018

It is likely that company communication, from leadership and throughout the organization, does not adequately connect with employees and bring them into the company narrative. Impact: Employees with an emotional connection to their work are more productive. Situation : A top goal for 2018 is hiring key talent.

Communication 82

Communication Leadership Airlines Social Media 82

Helen Dewdney

JULY 19, 2018

IATA says “Data from Eurocontrol shows that in the first half of 2018, Air Traffic Management (ATM) delays more than doubled to 47,000 minutes per day, 133% more than in the same period last year. 2) If your flight is cancelled or delayed for several hours – the airline must look after passengers.

Airlines 31

Airlines Travel Transportation Hotels 31

Second to None

MARCH 30, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by AdWeek on March 30, 2018: “In 1997, I was flying out to San Jose, Calif., I recently had a meeting with a marketing executive from an airline. Check out the following list written by Carlos Dominguez for AdWeek.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

BirdEye

OCTOBER 6, 2023

In our digitally connected world, information spreads like wildfire. United Airlines In April 2017, United Airlines suffered reputation risk because a video showed three Chicago Department of Aviation security officers harassing an elderly man. Your business’s online reputation management is your bread and butter.

Strategy 59

Strategy Social Media Airlines Software 59

Qualtrics

JANUARY 2, 2019

All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. Here’s a recap of some of the wins you may not have heard about for government CX in 2018, and some of the continued struggles we still are working on in 2019. Win: Connected Government Act passes. First, a look at the wins.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. What are some of the phases you have seen based on the journey goals? And Royal Bank of Scotland alone had more than 70.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

C3Centricity

APRIL 17, 2018

This may be true for an airline, where the client is primarily basing their opinion on the service on board and the “niceness” of the crew. After all, every airline will get you from A to B. The companies that succeed will be those that understand this and connect at the right times. Employees come first.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. What are some of the phases you have seen based on the journey goals? And Royal Bank of Scotland alone had more than 70.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. What are some of the phases you have seen based on the journey goals? And Royal Bank of Scotland alone had more than 70.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Storyminers

JULY 6, 2020

After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Temkin Group was acquired by Qualtrics in October, 2018. Ian’s first book, ‘Customer What, the honest and practical guide to customer experience’ was published in April 2018.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

C Space

MAY 4, 2020

AARP Community Connections features a searchable directory of mutual aid organizations to help people at higher risk of COVID-19, as well as workers who have been laid off due to the pandemic. AARP Community Connections is free to use, and AARP membership is not required. Weeks after Facebook invested $5.7

Brands 52

Brands Airlines Advertising e-support 52

Currency Alliance

OCTOBER 12, 2021

The best-known loyalty programs are made up of many partnerships – such as United Airlines and Hilton Hotels, or Emirates and Marriott. For airlines and hotel groups, frequent customers are business travelers, so their partner mixes are heavily biased toward fellow travel brands.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

NetBase

MAY 20, 2019

And then you can drill down further to find out why: The potential avenues a brand can follow are limitless and should connect back to your overarching mission/marketing goals. For example, a search around summer plans shows trending conversation around concerts: Getting Specific. It’s working pretty well for Kia and Black Pink!

Analytics 58

Analytics Banking Airlines Comparison 58

Storyminers

JULY 6, 2020

After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Temkin Group was acquired by Qualtrics in October, 2018. Ian’s first book, ‘Customer What, the honest and practical guide to customer experience’ was published in April 2018.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ijgolding

JULY 29, 2016

With ample opportunities to network and connect with other businesses, employers run the risk of losing their best talent. As part of its profit sharing plan, eligible Southwest Airlines employees received the equivalent of eight weeks pay or around 16 percent of their compensation. Keeping hold of staff is a tricky business.

Insurance 120

Insurance Airlines Government Banking 120

SaleMove

NOVEMBER 6, 2018

The airline passenger dragged from an overbooked flight. So what does a great customer experience look like in 2018? Connection is also primary. By now, we’re all familiar with customer experience horror stories—those viral videos of customer service gone terribly, terribly wrong. Here are four excellent examples: Trader Joe’s.

Customer Service 55

Customer Service Banking Airlines Social Media 55

NetBase

OCTOBER 12, 2018

Here’s a look at Brand Passion for some of the major airlines. Virgin Airlines has the most passionately positive audience, even if they don’t have the largest conversation volume overall. You want to connect on the channels where solid connections are happening – versus where consumers are “bouncing” quickly. Detractors.

Social Media 49

Social Media Analytics Metrics Airlines 49

Avaya

JUNE 1, 2018

Less than four seconds separated gold from silver in the 4x100m women’s freestyle relay final at the 2018 Commonwealth Games, but only just over half a second was the time difference between the last world record and the new achievement. For the winning Australian team, that half a second represented nearly two years of training.

Customer Experience 56

Customer Experience Social Media Average Handle Time Airlines 56

Currency Alliance

DECEMBER 13, 2018

The Economist, November 2018. The brands we reported on in 2018 have already proven it can be done – but they were only the beginning of a much brighter, more profitable future in loyalty marketing. 2018 saw a 14.2% Marketing technology (martech) spending, meanwhile, rose from 22% of budget in 2017 to 29% in 2018.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

SaleMove

NOVEMBER 6, 2018

The airline passenger dragged from an overbooked flight. So what does a great customer experience look like in 2018? Connection is also primary. By now, we’re all familiar with customer experience horror stories—those viral videos of customer service gone terribly, terribly wrong. Here are four excellent examples: Trader Joe’s.

Customer Service 40

Customer Service Banking Airlines Social Media 40

Currency Alliance

AUGUST 16, 2019

They did this by embarking on ‘no-brainer’ partnerships: where the customer journey is so linear (think airline + car rental) or the customer frequency so high (think grocery store + fast-casual dining) that a brand partnership creates obvious value. Proposed scenarios such as the Aptamil/airline idea won’t happen overnight.

Loyalty 40

Loyalty Brands Loyalty Programs Airlines 40

SaleMove

NOVEMBER 6, 2018

The airline passenger dragged from an overbooked flight. So what does a great customer experience look like in 2018? Connection is also primary. By now, we’re all familiar with customer experience horror stories—those viral videos of customer service gone terribly, terribly wrong. Here are four excellent examples: Trader Joe’s.

Customer Service 40

Customer Service Banking Airlines Social Media 40

Wired and Dangerous

MAY 5, 2021

If you’re issuing an EMD, check if the operating airline has an EMD issuance agreement with the validating carrier, or check the GSA. However, the 6X flight is operated by another airline (Other airline), therefore ticketing will be rejected by 6X. 6X and YY have an electronic ITA, so an E-ticket can be issued on LH plate.

Banking 91

Banking Insurance e-support Airlines 91

Wired and Dangerous

MAY 26, 2021

As of October 2018, there are 74 parties to ITTA3. In this way, we started offering our GDPR DPA to customers over a year before the May 25, 2018 enforcement date. but the publication detailed uniformity in policies: Airlines also usually pay for meals in airport restaurants if the delay lasts through a normal meal time.

Government 91

Government Airlines Healthcare Policies 91

Kitewheel

AUGUST 14, 2020

Well, according to a 2018 survey, only 49% of US consumers believe that companies provide a better customer experience. Some companies have learned this the hard way, such as United Airlines, who, in 2017, lost $1.4 While pleasing the consumer is not a new concept, expectations for companies have grown and changed over the years.

Net Promoter Score 52

Net Promoter Score Customer Experience Effort Score Social Media 52

ProProfs Chat

FEBRUARY 13, 2020

77% of consumers participate in a retail loyalty program, 46% have joined a hotel program, and 40% are part of an airline program–up from 72%, 36%, and 31% over the last year, respectively. 51% of US retailers plan to provide offers or discounts exclusively for mobile app users in 2018 to positively affect sales growth.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109