Zeisler Consulting

DECEMBER 22, 2021

It was an evening flight, perhaps not the last flight on the route (it was hub-to-hub for the airline, so the route sees a lot of traffic), but close to it, and we were—of course—late getting in. I, of course, wanted to get home from my trip, but once the plane landed, other than the drive, my travels were basically over.

Airlines 93

Airlines Travel Course Connections 93

Experience Investigators by 360Connext

JANUARY 8, 2018

And of course, don’t forget to educate the executives and employees throughout your organization! Airlines have long practiced “re-accommodating” ticketed passengers. Brands love to discuss how their great new logo or impressive mobile app will enhance the customer experience. There are so many areas to tackle.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

Lithium

SEPTEMBER 29, 2022

The digital world is no stranger to crisis It started with the.com bubble, Y2K, and any number of brand social faux pas. What effect this has on a brand depends heavily on how robust the brand’s marketing, community, and customer care systems are. It’s fair to say that airlines are in crisis mode currently.

Airlines 52

Airlines Self Service Effort Score NPS 52

Lithium

SEPTEMBER 14, 2022

It started with the.com bubble, Y2K, and any number of brand social faux pas. What effect this has on a brand depends heavily on how robust the brand’s marketing, community, and customer care systems are. Even when brands are in crisis and damage control mode, the wheels of business keep turning.

Airlines 52

Airlines Self Service Effort Score NPS 52

Currency Alliance

APRIL 15, 2024

The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Plus, many types of points are widely appreciated by customers, and are useful to the brand for scoring different customer actions while influencing behavior. This actually is not true.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 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. Yes, of course, you should resolve issues of “broken promises” if at all possible.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

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.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

C Space

MAY 26, 2020

The Brand Move Roundup – May 26, 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. Instead, the brand will show “seasonless” collections twice a year.

Brands 52

Brands Fashion Travel Course 52

C Space

APRIL 9, 2020

The Brand Move Roundup – April 9, 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. Calling all sellers,” it said. Start making face masks.”

Brands 52

Brands Entertainment Banking Hospitality 52

Beyond Philosophy

JUNE 15, 2018

Airlines Run Mental Accounting Too Often in the Red. The airlines’ industry as a whole is another excellent example of how not to structure your pricing. Airlines’ pricing often irritates and disappoints customers. These surcharges feel annoying, a far cry from the happy and pleased emotions airlines should be seeking.

Airlines 144

Airlines How To Guidelines Customer Experience 144

ShepHyken

JANUARY 26, 2022

It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., Because many times I leave my name and phone number in the comment section for the company or brand to call me. I get a survey. You get the idea. Why do I believe that?

Survey 123

Survey Rewards Programs Airlines Hotels 123

ijgolding

DECEMBER 4, 2017

This is not to say that NPS has no value, of course it does, but more as a kind of quick barometric reading giving an assessment of how an organisation is doing in relation to its customers, rather than anything deeper. Customers of an airline, for example, need a seat in an airplane that will take them safely to their destination on time.

Metrics 256

Metrics Net Promoter Score NPS Measurement 256

Calabrio

OCTOBER 19, 2022

This year’s theme was “Power Up,” and little did we know how fitting this theme would be, after Hurricane Ian changed course. Brand Guardianship Is Key to Consumer Loyalty. The State of the Contact Center Report 2022 revealed that consumer loyalty is fleeting which directly impacts brand revenue.

Connections 147

Connections Contact Center Analytics Travel 147

GetFeedback

JULY 19, 2019

They say that there’s very little these days that everyone agrees upon, but I—of course—do not agree with that sentiment either. Some are calling CX the new marketing, others are calling it the new brand. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business.

ROI 309

ROI How To Touchpoint Hotels 309

Beyond Philosophy

OCTOBER 29, 2020

If you don’t believe me, consider the fate of these previously successful brands: Circuit City, Sears, Blockbuster, Kodak, and probably soon, J.C. Moreover, with the pandemic and the recession and everything else that will follow looming, we could see some more big brands take a fall. Which leads me to….

Culture 167

Culture Airlines Call Center Customer Centricity 167

Zeisler Consulting

JULY 26, 2022

It’s definitely the longest I’ve ever been with any brand that I can think of off the top of my head. It’s kind of a weird thing to think about: loyalty to a brand. Don’t get me wrong, I’m grateful that there are brands of gas or paper towels or thumb-drives that strive to be the least-cost competitor.

Loyalty 72

Loyalty Sports Airlines Course 72

CSM Magazine

JANUARY 16, 2023

As Frontier Airlines embarks on its first full year of a digital-only strategy, James O’Hare, MD of LINK Mobility , looks at whether it’s right for every business. . At the end of last year, Frontier Airlines announced it was moving to a digital-only customer service model. Is an all-digital model right for every brand?

Chatbots 52

Chatbots Strategy Airlines Self Service 52

NICE inContact

OCTOBER 4, 2019

You would rather take a picture of the spoiled yogurt, tag the brand, and share it on social media. In a desperate attempt to make the connection, you tweet your airline #pleasewait! In a desperate attempt to make the connection, you tweet your airline #pleasewait!

Airlines 138

Airlines Social Media Travel Metrics 138

Lumoa

JUNE 14, 2023

Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. To illustrate, let’s take the example of United Airlines’ reputation crisis. And that, of course, is bad news for any business – big or small.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

NetBase

JULY 15, 2020

And this can be dangerous when brands are approached by providers pretending to be something they’re not ! Our Social Media Analytics Guide was created to break down and define these distinctions so you understand how to use each tool for maximum brand impact. It represents the sum of the parts (i.e.,

Social Media 52

Social Media Brands Analytics Airlines 52

C Space

MARCH 27, 2020

The Brand Move Roundup – March 27, 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. Brand Move Roundup – March 26, 2020. Read More.

Brands 40

Brands Hospitality Healthcare Banking 40

NetBase

JUNE 17, 2019

Many brands are ‘living their best life’ these days thanks to social media, while others are left languishing and wondering why they can’t connect. Brands miss out on key segments when they misunderstand audience interests and modes of communication, including slang, imagery and emojis – and the context wrapped around each.

Brands 46

Brands Airlines Social Media Course 46

C3Centricity

OCTOBER 22, 2020

Both of these trends have been further exacerbated by the pandemic of course. Retailers need it to deliver products of course, but we all seem to have become data mad! According to MarketingCharts.com, shoppers now believe that their data benefits companies and brands more than it does themselves. I don’t even think so.

Retail 218

Retail Advertising Course Survey 218

Customer Bliss

DECEMBER 26, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. .

Chief Customer Officer 203

Chief Customer Officer Effort Score Survey Automotive 203

Beyond Philosophy

DECEMBER 10, 2022

Posting your content and watching as the views and shares grow exponentially is the dream for marketers trying to build a brand online. Unless, of course, the viral post is about how you broke a guitar during a customer’s flight and then showed “indifference” to their complaint. Looking at you, United Airlines.)

Social Media 68

Social Media Airlines Consulting Financial 68

NetBase

APRIL 14, 2020

People are talking about travel – and it’s not all about boycotts or travel bans, which of course makes for salacious news in and of itself. It seems the travel industry is in the news constantly these days, as consumers dispute everything from airline fees to cruise ship nightmares. People Love to Travel.

Travel 81

Travel Airlines Social Media Consumers 81

Experience Investigators by 360Connext

APRIL 28, 2017

Comcast (yes, Comcast) has been in the middle of a journey to shift both brand perception and the experience they deliver. In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer. Save 1,000 words.

Case Study 152

Case Study Airlines Conference Wait Times 152

Customer Bliss

APRIL 20, 2017

It’s a blog post explaining one angle I think is under-discussed, which is the impact on employees of a brand when an incident like this occurs. For many reasons — among them how they are presented in social media — we think about issues like the United incident primarily with respect to the impact to customers of the brand.

Social Media 129

Social Media Airlines Leadership Financial 129

Magellan Solutions

OCTOBER 28, 2021

Singapore Airlines partnering with AOE integrated airports and shopping malls. Believe it or not, aviation companies like Singapore Airlines can create a customer-centric omni experience. . The airlines partnered with AOE integrated airports and shopping malls for airport solutions. Sephora and their Beauty Bag accounts.

Omni-Channel 52

Omni-Channel Contact Center Airlines Marketing 52

Smith+co CX

JUNE 6, 2017

It might sound like an extract from a socialist party manifesto, but it turns out that 63% of consumers believe brands have a responsibility to give back to society. Recent MediaCom research also found that half of their 2000 interviewees would pay more for a brand that supports a cause that is important to them. Identify your cause.

Brands 28

Brands Airlines Hospitality Social Media 28

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. Everyone knows that trust is key in brand loyalty. Examples include Hilton, Marriott, and Tesco.

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. No of course not, and that’s the problem with calling these pieces of plastic “loyalty cards.” Are you actually loyal to any of these companies or brands?

Loyalty 138

Loyalty Loyalty Programs Airlines Rewards Programs 138

ijgolding

JANUARY 14, 2019

At this point, I shall stop theorising and share some examples with you – examples that demonstrate that whilst we have been ‘talking’ about customer experience for seven years, sustainable, transformational change is still, for most, a distant aspiration: KLM Royal Dutch Airlines. Which airline(s) were the guilty party?

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

C Space

SEPTEMBER 15, 2020

The Brand Move Roundup – September 15, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19. BRAND MOVE ROUNDUP ARCHIVE. Brand Move Roundup – September 14, 2020.

Brands 40

Brands Retail Hotels Sales 40

Thematic

FEBRUARY 11, 2024

Location and Attendees The event took place at the Wynn, which has all you can expect from a 5-star casino resort with a golf course in Las Vegas. I saw representatives of most major banks, airlines, hotels and casinos - Medallia’s bread and butter enterprise customers. The rooms were large, comfy and high-tech enabled.

Conference 62

Conference NPS Hotels Self Service 62

C Space

DECEMBER 2, 2021

Of course, competition can still come from other categories that can address similar customer needs or “jobs to be done.” Alongside Delta in the business travel category are brands such as United Airlines, Southwest, American, and Jet Blue; each player is competing to capture as much of the domestic business travel market as possible.

Airlines 52

Airlines Travel Entertainment Culture 52

Horizon CX

OCTOBER 2, 2023

An airline Gate Agent is asked by a passenger to check-in for a same-day, earlier flight. Four isolated events quickly become 400, then 4,000, and then the brand takes shape. The companies in which I’ve worked at the frontline are all successful, respected brands, and profitable leaders in their markets. It’s at the frontline.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130