CSM Magazine

OCTOBER 4, 2023

Hamish Sherlock of Applause , explains how to build a next-generation loyalty scheme. Brands should ask themselves the following questions to get the best out of their loyalty programmes and stay one step ahead of the competition. Sometimes creativity and partnerships with other brands can help create an enticing incentive.

Loyalty 59

Loyalty How To Banking Airlines 59

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

Beyond Philosophy

JUNE 15, 2018

Airlines Run Mental Accounting Too Often in the Red. This T-Mobile ad is an excellent example of how mental accounting and other costs can affect your customers. The airlines’ industry as a whole is another excellent example of how not to structure your pricing. I wasn’t keen on booking that flight. Money order?

Airlines 144

Airlines How To Guidelines Customer Experience 144

Comm100

AUGUST 17, 2022

They discussed why and how CX expectations have grown so high, what brands can do to meet these demands, and Shep’s opinion on the future of CX. Then they said, ‘Hey, book direct with the airline instead of the reservations through the website, and we’ll give you extra miles or points toward the program.’

Meeting 176

Meeting How To Airlines Virtual Agent 176

ShepHyken

DECEMBER 4, 2020

One of our questions assessed brand maturity in terms of customer experience strategy. Let’s take an airline that invests in a paid facial recognition fast track experience at the security checkpoint. If this airline has primarily leisure travelers (i.e. If this airline has primarily leisure travelers (i.e.

Roadmap 141

Roadmap Customer Experience Airlines How To 141

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

Clarabridge

OCTOBER 17, 2017

Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. This is not good.

Airlines 40

Airlines Feedback Study Hospitality 40

Up Your Service

MAY 3, 2017

But a whole other degree of devoted customer exists: The brand evangelist, described as the kind of traveler who feels so connected to a company that they proactively share their positive experiences with others. However, smart companies see this as an opportunity to create brand evangelists. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Industry Brands 74

ShepHyken

MARCH 10, 2024

He always offers up powerful and usable ideas, and this time, he’s sharing how to create a customer-focused culture. 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?

Self Service 78

Self Service Customer Service Airlines Touchpoint 78

Beyond Philosophy

DECEMBER 8, 2023

Loyal customers intentionally choose your product or service because they have a genuine emotional connection with your brand. Surprisingly, it’s these very emotions that underlie brand loyalty. In this episode, we talk about how to make this distinction. In this episode, we talk about how to make this distinction.

Loyalty 89

Loyalty Airlines Consulting Financial 89

Myra Golden

AUGUST 31, 2016

One of the things I do in my practice is write the templates for complaint response letters for some of world’s most renowned brands. Then, I custom create response letters that reflect the brand’s voice. Once I get the brand voice down, my complaint response letters follow 5 steps. Click image to enlarge.

Airlines 56

Airlines Examples Customer Confidence Video 56

Michelli Experience

OCTOBER 12, 2016

For example, had I read about something like Indian airline, IndiGo’s, recent effort to create a “quiet zone” (no children under age 12 in rows 1-4 or 11-14), I would have assumed a well thought out process. Ultimately, the marketplace will determine if “quiet zones” are a positive innovation for the airline traveler or if they are a flop.

Airlines 100

Airlines Travel How To Customer Experience Design 100

West Monroe

JULY 5, 2023

Research and data show that trust drives sales and solidifies brand loyalty, making it critical for businesses regardless of external factors—but especially so in today’s tumultuous economic environment. According to research, trust drives results: from top-line growth and bigger spending to brand loyalty. The result?

Technology 52

Technology Airlines Financial Hospitality 52

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. A well-managed customer community can increase customer loyalty and convert some engaged customers to brand evangelists. How to Create a Customer Self-Service Portal. How-to guides. Benefits of Customer Self-Service Portals.

Self Service 275

Self Service Knowledge Base e-support Policies 275

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. One more thing— We recently partnered with TEDx Speaker and CX expert Jeannie Walters to launch a webinar where we discussed how leading brands are measuring CSAT and using these insights to improve the customer experience.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

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

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

BirdEye

APRIL 3, 2023

In this article, we’ll share strategies and tips on how to write a business plan that will help launch your new business in the right direction. Rollin King, a businessman in the airline industry, saw this need and recognized the success of another airline, Pacific Southwest Airlines. The result was Southwest Airlines.

Examples 52

Examples How To Financial Analysis 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

Maru Group

JUNE 5, 2023

Airlines can differentiate their offer through their airport lounges. Airlines can differentiate their offer through their airport lounges. It is a crucial touchpoint on the journey providing an opportunity to drive loyalty through the brand experience. The role of staff is a vital brand touchpoint. Learn more

Airlines 52

Airlines Travel Touchpoint Case Study 52

ShepHyken

DECEMBER 21, 2020

How to Provide the Best Possible Customer Experience? Learn 4 Tips From Leading Brand Stitch Fix to Build a Program to Improve Your Customer Experience by Ellen Christenberry. My Comment: Time to learn from another hot brand. Airline Customer Service Improved In 2020. Here are my top five picks from last week. by GISuser.

Customer Service 156

Customer Service Airlines Tips Customer Service Strategies 156

Stella Connect

MARCH 30, 2022

For many companies, this is the biggest sticking point: not knowing how to establish criteria for recognition and rewards. You could also offer your own brand’s products, which is a more cost-effective approach. The post How to Design a Call Center Rewards Program appeared first on Stella Connect. Who will receive rewards?

Rewards Programs 52

Rewards Programs Call Center How To Contact Center 52

Kustomer

JANUARY 2, 2024

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

Customer Service 105

Customer Service Wait Times Airlines Social Media 105

ProProfs Chat

DECEMBER 22, 2019

With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. And proactive customer support is the prime reason which can ace up the customer retention rate, which eventually boosts brand loyalty in return.

Customer Service 101

Customer Service How To Social Media Customer Retention 101

Michelli Experience

AUGUST 8, 2017

I am generally content with my airline experiences and I have a lot of them. That said, maybe airlines are moving even further in the direction of “experiential offerings.” Here is the contender: In case you missed it, Joon is the new airline brand of Air France. From the Voice of the Brand.

Strategy 113

Strategy Airlines Travel Transportation 113

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

Beyond Philosophy

DECEMBER 14, 2023

Surprisingly, it’s these same emotions that you have with brands to whom you feel loyalty. Most times, I don’t check other airlines when I need to go somewhere—that is, until my friend mentioned how he flies JetBlue business class for a lot less than Delta. Usually, people will say family and friends. Click here.

Loyalty 89

Loyalty Rewards Programs Loyalty Programs Airlines 89

Clarivate

SEPTEMBER 19, 2017

Every business delivers a customer experience, and whether this is done with intention or by default, this experience is your brand brought to life. But in this context, Brand can be defined as the emotions, thoughts, feelings, and even physical reactions your audience has in response to your brand representations.

Brands 53

Brands Customer Success Airlines User Experience 53

Talkdesk

MAY 6, 2015

After all, even the small mom-and-pop shop needs to take that first-time customer and nurture him or her into a brand proponent who can evangelize on behalf of their small business. It seems it’s hard to scour newsfeeds today without complaints about the airline industry. This represents a 2.9 This represents a 2.9

Airlines 40

Airlines Call Center Customer Satisfaction Software 40

SurveySensum

JULY 21, 2022

How to determine a good net promoter score? Now, let’s see how you can determine a good net promoter score. How to determine a good net promoter score? The survey was conducted for 221 brands in 23 industry sectors covering a whopping 6,500 respondents. It helps you convert customers into brand advocates.

Net Promoter Score 59

Net Promoter Score NPS How To Telecommunications 59

Experience Investigators by 360Connext

JANUARY 8, 2018

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. You may not know HOW to fix them. Make it your mission to find out how. It may not be a HUGE deal yet, but it could become one later.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

ShepHyken

MARCH 31, 2018

One of the best examples of a complaint that went viral was Dave Carroll’s YouTube video about when United Airlines broke his guitar. According to Bain and Company, research from 2011 indicates that when brands engage or respond to customer requests over social media, those customers spend 20-40% more on average. Social Proof.

Social Media 87

Social Media Self Service Customer Service Marketing 87

NetBase

MAY 31, 2019

Influencers web-wide share many characteristics, but brands would be ill advised to lump Reddit Influencers together with the rest. Sorting out how to activate Reddit influencers, these online connoisseurs, is secondary to understanding what Reddit influencers are all about. How to Activate Reddit Influencers.

How To 49

How To Airlines Hotels Analysis 49

Kayako

MARCH 2, 2017

Over time, they develop expectations about your brand and service standards. Customer expectations , on the other hand, describes how customers feel their interactions with your your company, products, and support should be. Understand how touchpoints affect your relationship with your customer.

Customer Expectations 144

Customer Expectations Airlines Social Media Competitive Advantage 144

C Space

NOVEMBER 26, 2021

Brands have an opportunity to capitalize here, considering the concept of ‘everyday magic’ and serendipity in everyday life – helping enrich the most simple and basic of experiences that do not require huge movement, but are also memorable and precious.

Airlines 52

Airlines Travel Automotive Entertainment 52

ShepHyken

MAY 16, 2022

How much do they spend when they do? How to Measure CX Impact by Jim Tincher. That’s because we spend so many of our waking hours – and for some, sleepless nights – trying to figure out how to measure CX impact. Here’s How To Maintain Customer Service, Even When You’re Short-Staffed by Forbes Business Council.

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

Alida

DECEMBER 15, 2016

One example comes from the airline industry. In 2013, Avianca Airlines, the second largest airline in Latin America, became the unified commercial brand of two leading airlines, Avianca and TACA. Another example comes from consumer goods.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138