Kristina Evey

MARCH 14, 2018

It’s all over the news… a United Airlines flight attendant insisted that a passenger put her dog carrier containing her 10-month-old French bulldog, Kokito, in the overhead compartment. She worked for the airline. She would never insist something be done contrary to airline rules and policies. She was trained.

Airlines 184

Airlines Customer Experience Travel Guidelines 184

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability. Such things as….

Airlines 230

Airlines Travel Transportation Customer Centricity 230

Customer Bliss

APRIL 4, 2017

Southwest Airlines has an industry-standard approach to promoting people from within. Sonya Lacore has proudly served Southwest Airlines for 15 years, Sonya began her career as a flight attendant. Sonya has a wealth of knowledge, experience and understanding of the needs in the airline industry. Episode Overview. About Sonya.

Airlines 204

Airlines Hospitality Leadership Connections 204

Beyond Philosophy

JUNE 19, 2017

I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way. At American Airlines, for example, incentive payments for top executives are now determined exclusively by income and cost savings. The checked baggage fees. The snacks we don’t get anymore. Employees Suffer Too.

Airlines 130

Airlines Travel Report Customer Experience 130

Uniphore

OCTOBER 7, 2021

Superior Customer Service Examples: 10 Companies That Are Crushing It Harnessing customer service best practices enables companies to go the extra mile to delight their customers. The brand focuses on the small things, such as helping customers find and purchase products faster and providing personalized experiences.

Examples 113

Examples Customer Service Company Airlines 113

InMoment XI

MAY 31, 2022

Even if aggressive customers haven’t been a problem for your brand specifically, you’ve no doubt heard all the horror stories about employees and brands for whom they have been. As a result, many employees are expecting brands to make some pretty big changes in the post-pandemic era. What is ? . Employee Commitment.

Employee Experience 529

Employee Experience Customer Experience Airlines Trends 529

Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback. Ready to start?

Net Promoter Score 102

Net Promoter Score Company NPS Effort Score 102

Michelli Experience

AUGUST 22, 2017

It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. In fairness, other airlines have faced similar flight delays due to computer-related “glitches” during the same time frame. Overbooking and United’s Technology Initiatives. Data Plus People.

Airlines 113

Airlines Data Travel Consulting 113

Customer Bliss

APRIL 25, 2017

The United Airlines incident is eventually going to fade from public consciousness, but I wanted to try and address it a few times. As we all know, customer experience happens in the real world — it’s companies and organizations interacting with their customers. Episode Overview. Spirited entrepreneur.

Airlines 128

Airlines Customer Experience Professionals Course Connections 128

ijgolding

NOVEMBER 13, 2014

I have always described Ryanair as ‘the brand we love to hate’ Famed for its ‘no frills’ approach, for years, millions of consumers decided that despite the appealing cost, the un-acceptability of the Ryanair experience was a big turn off. If I were any other airline in the industry, I would be very afraid.

Brands 249

Brands Airlines Financial Travel 249

CSM Magazine

JUNE 8, 2023

Companies boost their reputation and brand image and build loyalty by treating customers right. That gives companies with stellar customer service a serious competitive advantage. Take a page out of these companies’ books to learn more about how to implement the best customer service practices. And for good reason.

Exceptional Customer Service 52

Exceptional Customer Service Company Customer Service Airlines 52

QuestionPro Audience

JANUARY 3, 2018

Companies are using their mobile applications to reach the consumer directly, therefore eliminating the uncertainty that has existed when previously booking travel. . Mobile technology creates a completely different experience at the airport, for both the customer and airline.

Travel 294

Travel Airlines Consumers Loyalty 294

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability. Such things as….

Airlines 100

Airlines Travel Transportation Customer Centricity 100

Conversocial

JULY 14, 2021

Knowing that there’s been an increase in customer conversations with your company doesn’t provide insight into a customer’s mindset - it’s only half the battle. You need to know what they’re actually saying (customer intent data) in order to deliver great customer experiences.

Airlines 59

Airlines Data Trends Consumers 59

Hallmark Business Connections

OCTOBER 27, 2020

Brands should take their customers’ loneliness as a rallying cry to step up and step into roles that bring more human interaction and caring into the world. The majority of Americans interact with at least one business daily—not to mention encountering 4,000 to 10,000 ads every day—so brands hold immense power in turning this tide.

Company 98

Company Airlines Telecommunications Social Media 98

Beyond Philosophy

JANUARY 2, 2018

This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. For those of us who have experienced lost, delayed or mishandled luggage events, we expect that the airline involved will deliver it by courier as soon as it arrives at the airport.

Airlines 111

Airlines Consulting Leadership Analysis 111

ijgolding

SEPTEMBER 2, 2015

On the one hand I am referring to a well known brand as ‘the world’s largest’ and on the other, I am asking whether or not they have changed. If a brand is the world’s largest, why would it even need to change? Ryanair are now the largest international airline IN THE WORLD!!!!!

Airlines 120

Airlines Travel Financial Customer Experience 120

ShepHyken

AUGUST 18, 2021

Seventy-five percent surveyed are more likely to be loyal to a company or brand that delivers a personalized customer experience. . If I had to book a flight on an airline, why would I choose one over another? That leaves airline schedules, seat availability, etc. That leaves airline schedules, seat availability, etc.

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

Beyond Philosophy

NOVEMBER 14, 2017

Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second. Among airlines, working in a supportive, trusting, fun, responsive and energetic culture isn’t confined to staff at Virgin.

Airlines 87

Airlines Culture Consulting Leadership 87

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. Customers expect (and deserve!)

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Brandwatch CX

JANUARY 30, 2019

We use social media to research brands and get suggestions before we purchase products. We reach out to brands on social media, and expect them to respond to us. As a reflection of both a brand’s promise and a commitment to customer service, social media is every company’s main channel for showcasing customer experience.

Brands 80

Brands Customer Experience Social Media Airlines 80

Oracle

MARCH 18, 2021

According to a McKinsey report, available seat miles on US airlines were down 71% in April 2020 from the previous year. And for the most avid travelers engaged in airline, credit card, and hotel loyalty programs, 2020 provided extremely limited opportunities to maintain status, earn points, or redeem travel rewards.

Loyalty Programs 62

Loyalty Programs Travel Loyalty Brands 62

Experience Investigators by 360Connext

NOVEMBER 17, 2020

I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. Each portrait also has a hand-written note from the company. The company John’s Crazy Socks not only includes a handwritten note with every shipment but also a bonus of a bag of Skittles! Great company!

How To 372

How To Airlines Social Media Tips 372

C Space

JUNE 23, 2020

The Brand Move Roundup – June 23, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Seventeen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Airlines Policies Retail 52

Interactions

MAY 20, 2021

Hotels, airlines, and tourist destinations are currently preparing for this resurgence– without actually knowing the volume that it will bring. . However, it’s impossible to know what these brands should expect. Or should hotels and airlines continue to be cautious? Will this summer mark a full return to normal operations?

Hospitality 62

Hospitality Travel Brands Self Service 62

Interactions

SEPTEMBER 9, 2021

This expectation applies to businesses too, and has huge implications on the success of brands. In fact, companies that have higher digital maturity reported 45% revenue growth compared to 15% for lower maturity companies. Since 2018 , check-in rates at desks have dropped 25% and the use of airline apps has increased 15%.

Customer Satisfaction 62

Customer Satisfaction Company Insurance Customer Journeys 62

C Space

MAY 4, 2020

The Brand Move Roundup – May 4, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. Mr. Buffett said he had been wrong to invest in the airline industry.

Brands 52

Brands Airlines Advertising e-support 52

inmoment

AUGUST 27, 2020

Delivering promises is one of the most important things a brand must do for its customers. Keeping commitments is much easier said than done, but customer loyalty lives and dies by companies’ ability to follow through. Succeed, and the brand generates loyalty and retention. So, how can brands avoid breaking promises?

Brands 52

Brands How To Airlines Loyalty 52

C Space

MARCH 12, 2020

The Brand Move Roundup. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In a fast-moving global crisis such as the current coronavirus outbreak, brands have an important role to play. Chris Nurko. Chief Innovation Officer, C Space. Technology.

Brands 52

Brands Airlines Fashion Travel 52

Win the Customer

FEBRUARY 26, 2016

Its newest seed, brand transparency, is linked to revenue, loyalty and company longevity. Business sustainability means that the company protects its three P’s: profit, people and planet. A sustainable company has an eye on the important things that keep a company going for the long haul.

Omni-Channel 52

Omni-Channel Brands Company Social Media 52

C Space

JUNE 25, 2020

The Brand Move Roundup – June 25, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. More than 8.5

Brands 52

Brands Airlines Travel Transportation 52

Strativity

JANUARY 6, 2023

In times of economic turmoil, brands tend to think of cost-saving measures such as limiting new products or cutting overheads as the ultimate solution to budgetary woes. This year and beyond, companies in any space—whether apparel, food, or fitness—need to prioritize creating ecosystems consumers can’t live without.

Brands 52

Brands Apparel Airlines Hotels 52

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” The damage to the brand was even worse than the fines. Earlier, I was thinking about companies that I do business with regularly that I would drop as soon as I had a better option. Airlines have this a bit, too.

Loyalty 173

Loyalty Airlines Banking Customers 173

C Space

JULY 2, 2020

The Brand Move Roundup – July 2, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Airlines Policies Social Media 52

CSM Magazine

DECEMBER 14, 2022

Frontier’s decision to go fully digital and drop its customer service phone lines may, on the face of it, seem like a company moving with the times. This is something that brands must carefully consider to ensure that they are providing options to suit all consumers.

Call Center 52

Call Center Airlines Chatbots Travel 52

GetFeedback

JANUARY 12, 2020

In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Briefly, the argument is that leading CX brands outperform laggards by a lot. But what about customer requests that, if implemented, would undermine the brand promise?

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Experience Investigators by 360Connext

NOVEMBER 22, 2022

I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. Each portrait also has a hand-written note from the company. The company John’s Crazy Socks not only includes a handwritten note with every shipment but also a bonus of a bag of Skittles! Great company!

How To 143

How To Airlines Social Media Tips 143