ShepHyken

MARCH 3, 2021

I’m not sure if there is a term for this phobia, but I have the fear of airlines losing my luggage. My memory of the few times my luggage was lost by the airlines includes waiting until I’m the last guy standing at the baggage carousel. Even the airline might not know where it is. None of us in that office are happy to be there.

Airlines 155

Airlines How To Travel Customer Service Training 155

Customer Bliss

OCTOBER 4, 2018

Thankfully, there are leaders in the airline industry who understand this and are working tirelessly to improve both of these experiences. In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines.

Airlines 176

Airlines Industry Strategy Customer Experience 176

Customer Bliss

AUGUST 31, 2017

About 500 Southwest Airlines customers were stranded at Houston’s Hobby Airport last Sunday morning once the Hurricane Harvey flooding began and the FAA shut down Hobby. What did Southwest do? Something great from a CX perspective.

Airlines 267

Airlines Course Customer Experience Interaction 267

InMoment XI

JULY 30, 2015

“We’ll take the steak knives” tweeted JetBlue airlines in response to my inquiry. airlines into animpromptu Twitter response time contest. On Friday, July 25th at precisely 8:44am I invited all the major U.S. It went like this… Hey @AmericanAir @united @Delta @SouthwestAir @JetBlue @AlaskaAir. 2nd steak knives.

Airlines 150

Airlines 150

ijgolding

DECEMBER 11, 2014

Airlines of Europe beware!! 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. Norwegian is an airline that has been in existence since 1993. I flew with Norwegian for the first time this week. 11th December 2014.

Customer Experience 275

Customer Experience Airlines Travel Self Service 275

QuestionPro Audience

JANUARY 3, 2018

Mobile technology creates a completely different experience at the airport, for both the customer and airline. For the airline, apps make it possible to pass information to the traveler immediately, which ultimately eliminates confusion and makes the traveler’s experience less stressful.

Travel 294

Travel Airlines Consumers Loyalty 294

Experience Matters

OCTOBER 10, 2014

Hyundai Publix Southwest Airlines TracFone TriCare UPS USAA' Customer experience customer service Advantage Amazon.com AOL Apple bright House Networks Chick-fil-A Courtyard By Marriott Edward Jones Electrolux H.E.B

Industry 297

Industry Customer Service Airlines Customers 297

Customer Bliss

SEPTEMBER 24, 2019

Hope is on their way, I understand though, from many airlines. According to Forbes , 69% of airlines stated they will offer passengers real-time updates about the location of their bags. Wouldn’t you want to have someone answer the phone when you call, or keep you informed?

Airlines 276

Airlines Video Customers Customer Service 276

Michelli Experience

APRIL 19, 2017

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Airlines 214

Airlines Infographics Customers Customer Experience Design 214

InMoment XI

MARCH 13, 2020

Putting Customers and Businesses at Ease We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations! This article was originally published by Inmoment.

Airlines 312

Airlines Customer Experience Survey Customers 312

ECXO

DECEMBER 4, 2024

Their customer success team leverages predictive maintenance tools and data analytics to monitor engine performance and recommend preventive actions to airline clients. This approach minimizes downtime and aligns with the operational needs of airlines, ensuring reliability and efficiency.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

The DiJulius Group

MARCH 23, 2025

The Customer Revolt / Two CX Legendary Brands Struggling / In Search of Greatness / Undercover Customer A weakening economy exposes companies with lousy customer service What do the following companies have in common: TGI Fridays, Red Lobster, JOANN Fabric, Spirit Airlines, Big Lots, Hooters, and Forever 21?

Brands 92

Brands Airlines Groups Customers 92

InMoment XI

NOVEMBER 2, 2022

Think of your favorite airline, or an airline that has developed a “good” mobile application. These airlines knew it would be easier and more convenient for their customers to be able to check-in for a flight when they were on the go.

ROI 370

ROI Return on Investment Airlines Call Center 370

ijgolding

SEPTEMBER 24, 2014

Many dinner table conversations about customer experience will end up talking about the airline industry. It is almost impossible to find a human who does not have an airline ‘story’ – and most of the time the stories are not particularly positive.

Customer Experience 246

Customer Experience Airlines Travel Entertainment 246

InMoment XI

AUGUST 15, 2022

For example, an airline may consider a passenger’s flight the extent of that individual’s experience, but this view fails to account for buying a ticket, waiting in the airport, finding a hotel, and all the other parts of the journey besides ‘just’ the flight.

Retail 397

Retail Customer Experience Airlines Hotels 397

CX Accelerator

NOVEMBER 7, 2023

It’s at that point I realized that I never received an email from the airline after booking my flight. When I called the airline, I explained to them that I didn’t have my booking code — and apparently my name, credit card number, location, and approximate time of the flight were not enough to find my reservation.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

Experience Matters

MARCH 20, 2018

Here are some highlights: Wegmans, H-E-B, Citizens, credit unions, Publix, and Subway earned the highest overall ratings, while CarMax, Spirit Airlines, Optimum, Medicaid, and Comcast received the lowest. The post Report: 2018 Temkin Experience Ratings (U.S.) appeared first on Customer Experience Matters®.

Report 248

Report Airlines Industry Consumers 248

ijgolding

NOVEMBER 13, 2014

The reason why the airline became the one that most loved to hate is not very difficult to understand. He has admitted that he was wrong not to change the way the airline treated customers much sooner and is committed to making the Ryanair Customer Experience even better.

Brands 249

Brands Airlines Financial Travel 249

The DiJulius Group

JUNE 5, 2023

Read Full Article The post Building A Sense Of Community: American Airlines Opens Its First Hotel appeared first on The DiJulius Group. Think about how a concert can unite thousands of strangers. Completely different age groups, economic statuses, genders, political viewpoints, and.

Hotels 105

Hotels Airlines Groups Connections 105

Experience Matters

SEPTEMBER 9, 2014

The report has 29 charts, which includes specific details on the connection between customer experience, loyalty, and increased revenues for each of the 19 industries in the study: airlines, appliance makers, auto dealers, banks, car rental agencies, computer makers, credit card issuers, fast food chains, grocery chains, health plans, hotel chains, (..)

ROI 316

ROI Report Net Promoter Score Customer Experience 316

BlueOcean

APRIL 1, 2025

One airline was on the hook for tens of thousands of dollars because of what their chatbot had erroneously said to customers. Without proper guardrails, generative AI will create answers for any questioneven when there’s only one correct response or when no valid answer exists. The consequences can be severe.

Self Service 156

Self Service Effort Score Analysis Chatbots 156

Customer Bliss

SEPTEMBER 7, 2017

Airline margins are incredibly tight, and JetBlue will lose money on this in some form or fashion. Others were realizing this and raising prices — a last-second flight from Miami to Hartford, for example, was over $1,000 on some airlines. JetBlue: Ahead of Irma, JetBlue has capped flights out of Florida at $99.

Company 434

Company Airlines Fashion Government 434

Experience Investigators by 360Connext

NOVEMBER 17, 2020

I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. Keep it simple and heartfelt, and make it all about gratitude. Don’t turn it into a sales pitch. While it’s great to send personal notes, of course, it’s possible to get creative. SouthwestHeartStrong ( Georgi L.)

How To 372

How To Airlines Social Media Tips 372

InMoment XI

OCTOBER 28, 2021

As Jan Carlzon, former CEO of Scandinavian airline SAS, once said, “If you’re not serving the customer, your job is to be serving someone who is.”. I often talk about customer experience lying at the intersection of communications, operations, technology, and employees. Which really means it encompasses all aspects of your organization.

Airlines 370

Airlines CRM Government ROI 370

InMoment XI

MAY 31, 2022

Whether it’s diffusing unruly airline passengers or a fight over Pokemon cards ( not even kidding ), many employees are experiencing enforcement fatigue from attempting to uphold COVID regulations in the face of hostile customers. As you might expect, this aggression has resulted in big changes when it comes to employee expectations.

Employee Experience 397

Employee Experience Customer Experience Airlines Trends 397

ShepHyken

AUGUST 18, 2021

If I had to book a flight on an airline, why would I choose one over another? Most airlines, at least the major carriers, are close in price and offer similar frequent flier programs, so let’s take those out of the decision process. That leaves airline schedules, seat availability, etc. So, what is the tiebreaker?

Airlines 174

Airlines Customer Experience Survey Customer Service Training 174

Experience Investigators by 360Connext

DECEMBER 15, 2014

Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. Many organizations, especially airlines, admit how critical it is to keep this segment happy. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Vonage

DECEMBER 18, 2018

Contrast that with a 30-minute delay with another airline, accompanied with frequent, useful communication and a voucher for the inconvenience. Which airline are you likely to choose going forward? Imagine a canceled flight, no communication, no apology and an earliest possible flight in three days. It’s a no brainer.

Omni-Channel 254

Omni-Channel Chatbots Self Service Customer Experience 254

C3Centricity

SEPTEMBER 17, 2018

Southwest Airlines: We are the low-fare airline. Here are some great examples: TOMS: With every product you purchase, TOMS will help a person in need. One for One®. Target : Expect More. Avis: (We’re number two.) We try harder. FedEx Corporation: When it absolutely, positively has to be there overnight.

Airlines 258

Airlines Comparison Brands Consumers 258

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. However, when it comes to industry, CSAT varies. . A new list of benchmarks is published each year by ACSI, with minor quarterly updates. . Below is the complete list of the newest CSAT benchmarks. Ambulatory Care: 77%. Apparel: 79%. Athletic Shoes: 79%. Automobiles and Light Vehicles: 82%. Banks: 81%. Breweries: 85%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

The DiJulius Group

AUGUST 2, 2024

Read Full Article The post New Leader Training / Vanguard, Spirit & Frontier Struggling Due to Horrible CX / You Can’t Make Experience Irrelevant / Southwest Airlines Ditches Open Seating / Customer Experience is at an All-Time Low appeared first on The DiJulius Group. Only 3% of companies are now.

Airlines 98

Airlines Training Customer Experience Groups 98

Experience Investigators by 360Connext

DECEMBER 29, 2014

This post compares the mission statements of two airlines and it’s sure to get you thinking about your own. Before you start innovating, remember what customers want, and how to deliver it on their terms! Customer or Company Mission? It’s maddening how much difference a mission statement makes.

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

Experience Matters

JANUARY 21, 2020

Enjoy these free reports: Industry CX Snapshots This series of reports dig into CX data for a number of industries: Airline, Auto, Banking, Health Insurance, Hotel, Insurance, Read More. These reports are based on a survey of 10,000 U.S. consumers and examine almost 300 companies over 20 industries.

Industry 201

Industry Consumers Feedback Insurance 201

Advantage Communications

OCTOBER 9, 2024

The airline industry is one of the most customer-centric industries, where every interaction matters—whether it's booking a flight, modifying a reservation, or managing a last-minute cancellation. From reservation systems to handling customer inquiries, outsourcing allows airlines to focus on what they do best while enhancing their services.

Airlines 52

Airlines Industry Customer Experience Touchpoint 52

ijgolding

NOVEMBER 28, 2014

In 2008, Dave Carroll’s guitar was broken by United Airlines. I feel as though the indifference being shown by British Gas towards the entirely avoidable issue and their inability to resolve it is similar to the indifference shown by United Airlines to Dave. I therefore reached out to Dave to see if he could help me.

Social Media 318

Social Media Airlines Video Consumers 318

InMoment XI

NOVEMBER 19, 2024

These cases were either not real, misidentified judges, or featured non-existent airlines. The model invented six cases, which the lawyers used to support their arguments without verifying their accuracy. Finance In the financial sector, where precision is crucial, AI hallucinations can be costly.

Contact Center 195

Contact Center Healthcare Training Financial 195

Experience Investigators by 360Connext

JANUARY 8, 2018

Airlines have long practiced “re-accommodating” ticketed passengers. We know what bothers our customers when they get snarky but not super angry on Twitter or our Facebook wall. It may not be a HUGE deal yet, but it could become one later. Customers complained but it didn’t necessarily impact their loyalty…until the infamous video. ).

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273