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. Thought leader and innovator for ways of engaging associates and customers. Believe that brands who win choose to focus on human and emotional elements. Episode Overview. Spirited entrepreneur.

Airlines 128

Airlines Customer Experience Professionals Course Connections 128

Lithium

SEPTEMBER 29, 2022

For whatever reason, certain travelers are left on hold for hours, and for better or worse, these travelers are forced to use only a handful of support and engagement channels. Khoros is here to say that there’s much more to customer engagement in the travel industry than Twitter and outdated phone systems. A New Approach.

Hospitality 52

Hospitality Brands Travel Airlines 52

Experience Investigators by 360Connext

NOVEMBER 7, 2023

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. How To Build Customer Loyalty Brand leaders often associate “customer loyalty” with a customer’s likelihood of making repeat purchases. Customers expect (and deserve!)

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. When it comes to the airline industry the weather, so to speak, is frighteningly challenging. In fact, I’ve often thought about opening an airline and transforming service in that industry.”. Such things as….

Airlines 100

Airlines Travel Transportation Customer Centricity 100

InMoment XI

NOVEMBER 20, 2023

It goes beyond the traditional methods of customer feedback analysis, offering a sophisticated approach that enables brands to stay ahead in an intensely competitive landscape. With AI, brands spend less time analyzing text-heavy analytics and more time making smarter decisions to drive change.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

LoyaltyPlus

NOVEMBER 10, 2020

We’re all very aware of the unique and unprecedented challenges airlines face today. As a well-established Loyalty Solution provider, previously sold as the branded solution for a well known PSS, we are perhaps one of the best kept secrets in the airline market in terms of our own brand. Sound interesting?

Airlines 52

Airlines Loyalty Self Service Loyalty Programs 52

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

ProProfs Chat

FEBRUARY 22, 2019

Loyal customers spend about 30% more with brands than new customers. Understand this, customers expect a brand to provide a delightful experience and exclusivity. Another brand that has focused on offering experiences to customers is Nordstrom. Simple formula: Customer Retention = Engagement + Investment.

Customer Retention 82

Customer Retention Engagement Strategy Rewards Programs 82

CX Journey

JULY 13, 2017

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. But let's just all say it in unison one last time: Perks and employee engagement should not be used in the same sentence.

Employee Engagement 128

Employee Engagement Engagement Rewards Programs Airlines 128

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

Beyond Philosophy

MAY 30, 2020

For example, before airlines, cruise ships crossed the Atlantic to the states, and there was a lot of competition to be the fastest crossing. Another option is to look up his TED talks or engage with him on Twitter (@rorysutherland). The post The Dark Art of Creating Magic in Brands appeared first on CX Consulting.

Brands 115

Brands Airlines Consulting Travel 115

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. In the travel space, for example, you can book a flight on American Airlines and earn points for Hyatt hotels. The same holds true for your brand.

Brands 52

Brands Apparel Airlines Hotels 52

Alida

JANUARY 29, 2018

That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. Below are real-life examples of how brands have delivered excellent customer service to transform a negative customer interaction into a positive experience.

Social Media 133

Social Media Wireless Airlines Loyalty 133

ShepHyken

MARCH 10, 2024

If they want to continue to succeed, it’s key that they make their customers feel valued and that they truly care about them and their experience with the brand. Is Customer Empowerment the New Customer Engagement? Hotels and airlines have been practicing this for years, raising and lowering rates based on busy (or not-so-busy) times.

Self Service 77

Self Service Customer Service Airlines Touchpoint 77

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

ShepHyken

MAY 29, 2023

They typically involve incentives for spending money on a brand through points, perks, upgrades, or free products. There are two ways to get people more invested in a brand. Then there is the emotional way which is getting people to connect with your brand through personalized engagement and positive experiences.

Loyalty 62

Loyalty Loyalty Programs Airlines Hotels 62

ShepHyken

OCTOBER 11, 2017

The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees. It’s a brand promise. That’s Trans fare ncy.

Airlines 158

Airlines Travel Advertising Customer Service Training 158

ShepHyken

FEBRUARY 13, 2024

Both brands offer the same functionality – a room with a bed, TV, bathroom, etc. Regardless of what store you go to, what hotel you stay at, what airline you fly, and what car dealership you do business with, it’s not about the grandeur or the glamour. The Ritz-Carlton is obviously a fancier hotel than the Comfort Inn.

Customer Experience 138

Customer Experience Transportation Hotels Airlines 138

Experience Investigators by 360Connext

NOVEMBER 17, 2020

I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. What about when they complete a training process or post about your brand on social media? Hotel brands sometimes thank customers for their 10th or 100th stay. Ways a brand has thanked you as a customer.

How To 372

How To Airlines Social Media Tips 372

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

Beyond Philosophy

OCTOBER 7, 2021

The damage to the brand was even worse than the fines. It’s outstanding when customers buy from you, but loyalty is not behavior in which people engage. Airlines have this a bit, too. Many times, you fly an airline even when you don’t like them. In this case, consider Ryanair, the budget airline in Europe.

Loyalty 173

Loyalty Airlines Banking Customers 173

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

CloudCherry

APRIL 5, 2019

The answer to me is easy – do nothing without input from customers and as a marketer stop spamming your potential customers and engage with them. Build the relationship with your customers so there is real value in what they engage with you on. or “Tell us what you think about our brand and your experience?”.

Omni-Channel 278

Omni-Channel Marketing Customer Experience B2B 278

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

ECXO

DECEMBER 20, 2023

The New Customer Personality: We delve into the concept of the “One and Only” customer, who, in the age of Gen AI, demands an entirely new level of co-created engagement. A global authority on customer experience and transformation, Lior has catalyzed success for top brands worldwide. Who is Lior Arussy?

Airlines 69

Airlines Culture Innovation Groups 69

LoyaltyPlus

MAY 18, 2020

However, the year so far has placed the world in a position few could have ever predicted – the new normal characterised by social distancing, selective buying with limited choice and decisions almost entirely based on brand recognition and loyalty rewards.

Loyalty 52

Loyalty Brands Airlines Tourism 52

LoyaltyPlus

MAY 18, 2020

However, the year so far has placed the world in a position few could have ever predicted – the new normal characterised by social distancing, selective buying with limited choice and decisions almost entirely based on brand recognition and loyalty rewards.

Loyalty 52

Loyalty Brands Airlines Tourism 52

CX Journey

JUNE 23, 2015

Because when 70% of our workforce is "not engaged" or "actively disengaged," according to Gallup, we cannot expect to have a great customer experience. If your employees aren't engaged, it will be very difficult for them to delight your customers. Herb Kelleher, Southwest Airlines How, then, do we get to this state of nirvana?

Engagement 80

Engagement Employee Engagement Airlines Employee Experience 80

C Space

SEPTEMBER 1, 2020

The Brand Move Roundup – September 1, 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. The airline is the first to permanently eliminate the fee.

Brands 40

Brands Airlines Social Media Government 40

Second to None

AUGUST 2, 2018

Every brand, across most industries, is trying to simultaneously capture and avoid viral moments on a daily basis. Ideally, these small instances captured by a cell phone camera help galvanize both current and potential patrons so that they get a clear picture of your brand message in a natural setting.

Brands 59

Brands Airlines Social Media Voice of Customer 59

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 you’re not alone in feeling that way.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

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

C Space

SEPTEMBER 2, 2020

The Brand Move Roundup – September 2, 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. Employees will be on hand to help visitors complete the process.

Brands 40

Brands Airlines Policies Travel 40

ShepHyken

DECEMBER 21, 2020

ZDNet) The COVID-19 pandemic led to breakneck speed shift to digital-first customer engagement and remote work, prompting service and support organizations to reconsider the future of their people, process, and technology. Learn 4 Tips From Leading Brand Stitch Fix to Build a Program to Improve Your Customer Experience by Ellen Christenberry.

Customer Service 155

Customer Service Airlines Tips Customer Service Strategies 155

Experience Investigators by 360Connext

NOVEMBER 22, 2022

I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. What about when they complete a training process or post about your brand on social media? Hotel brands sometimes thank customers for their 10th or 100th stay. Ways a brand has thanked you as a customer.

How To 143

How To Airlines Social Media Tips 143

LiveChat

APRIL 14, 2017

United Airlines is a company that proves that aviation disaster can happen before the plane goes up. As you might suspect, the whole situation caused a social media outrage over United Airlines, however, as time has passed, everyone stopped talking about it. Four airline employees were needed in Louisville, so they needed four seats.

Airlines 48

Airlines Customer Service Social Media Policies 48

ECXO

JANUARY 16, 2024

The New Customer Personality: We delve into the concept of the “One and Only” customer, who, in the age of Gen AI, demands an entirely new level of co-created engagement. A global authority on customer experience and transformation, Lior has catalyzed success for top brands worldwide. Who is Lior Arussy?

Airlines 52

Airlines Culture Innovation Groups 52