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

Experience Investigators by 360Connext

JANUARY 8, 2018

These often point back to the annoying, outdated, or altogether defunct touchpoints that don’t just disappear when you start a larger initiative. 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.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

ShepHyken

SEPTEMBER 16, 2019

Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why American Airlines Isn’t) by Chris Matyszczyk. My Comment: Full disclosure: I do most of my flying on American Airlines. Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours by Jim Tincher.

Airlines 100

Airlines Customer Service Automotive Omni-Channel 100

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

Kustomer

AUGUST 28, 2023

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view on 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 52

Customer Service Airlines Hotels CRM 52

Experience Investigators by 360Connext

MAY 16, 2023

And when that does happen, they want to hear directly from the brand. Southwest Airlines, while still recovering from their holiday-time meltdown, is known for proactively addressing customer concerns. On This Southwest Airlines Flight, Almost Everything Went Wrong. Say Sorry First and Mean It Things happen.

Airlines 143

Airlines Feedback Customer Service Representative Contact Center 143

Zeisler Consulting

DECEMBER 8, 2021

I recently wrote about how important it is that brands not just be competent in delivering the products or services they provide to their Customers. If your Brand Promise is ease-of-use, you may make your product uncomplicated and simple. To this day we still don’t have any results from the company our airline partnered with.

Airlines 72

Airlines Travel Brands Touchpoint 72

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

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

Kayako

MARCH 2, 2017

Over time, they develop expectations about your brand and service standards. Understand how touchpoints affect your relationship with your customer. If they succeed, they turn customers into loyal brand advocates. Let’s take an industry most of us are familiar with: the airline industry.

Customer Expectations 144

Customer Expectations Airlines Social Media Competitive Advantage 144

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

CSM Magazine

DECEMBER 13, 2023

It operates as a key touchpoint between a business and its customers – a platform where relationships are built, trust is established, and loyalty is earned. For example, many airlines now offer self-service check-in kiosks at airports, reducing long queues and wait times for customers.

Customer Service Strategies 52

Customer Service Strategies Self Service Trends Strategy 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

ShepHyken

MAY 16, 2022

He also believes it’s important to measure the touchpoints found in a customer journey map. CMSWire) Brands spend exorbitant amounts of dollars, resources and time to connect with their customer base to understand them better. Power 2022 North America Airline Satisfaction Study. What makes a consumer tick?

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. The best-known loyalty programs are made up of many partnerships – such as United Airlines and Hilton Hotels, or Emirates and Marriott. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Hello Customer

JUNE 5, 2023

That uniqueness shines through in a good brand promise and associated customer promises, reflecting who you are and what you stand for. A great example Bloem cited in her keynote is the airline Emirates. Their brand promise is "Low fares, made simple." So getting the touchpoints right is important. And that's true.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Effort Score 52

Michelli Experience

APRIL 14, 2017

We were on our way to a wedding in Norway, with a layover in Hamburg, when the airline lost my husband’s luggage. Anjali Lai writes in her Forrester report that several high-intensity emotions are tightly linked to consumer spend, brand preference, and brand love. The analysts tell brands: These are the emotions that matter.

Analysis 223

Analysis Feedback Effort Score NPS 223

SurveySensum

JULY 13, 2023

Improving retail customer experience for your brand is not only an expectation from your customers but also a requirement for your business growth. Let’s say you ordered some skin care products from a beauty brand. After one week of receiving the products, you received a Whatsapp Survey from the brand to rate their products.

Retail 52

Retail Survey Tools Customer Experience 52

SurveySensum

JULY 13, 2023

Improving retail customer experience for your brand is not only an expectation from your customers but also a requirement for your business growth. Let’s say you ordered some skin care products from a beauty brand. After one week of receiving the products, you received a Whatsapp Survey from the brand to rate their products.

Retail 52

Retail Survey Tools Customer Experience 52

SurveySparrow

JUNE 28, 2023

It encompasses every touchpoint, from the first point of contact to post-purchase support. Identifying touchpoints, emotions, and pain points at each stage allows for better optimization opportunities. They continuously refine these touchpoints to create a seamless and enchanting experience for visitors.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

NICE inContact

SEPTEMBER 4, 2019

It’s no surprise that brands are becoming more customer-focused, because it seems like every day a new study is published about the importance of making customers happy. Customer service agents for large companies like major airlines may have to simultaneously utilize half a dozen applications to serve a customer.

Customer Service 136

Customer Service Contact Center Omni-Channel Airlines 136

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.

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

Beyond Philosophy

JUNE 7, 2016

Whether, as Bob Thompson discussed, the strategy focuses on touchpoint improvements, seamless customer-focused journey, or delivering stand-out, branded experiences (think Zappos, Trader Joe’s, Wegman’s, Southwest Airlines, Zane’s Cycles, Metro or Umpqua Bank), any company can do experience lagniappe.

Brands 60

Brands Company Customer Experience Banking 60

Currency Alliance

MARCH 28, 2023

the modest number of reward seats that an airline makes available on a flight, or the items curated in a redemption catalog). Over the past 3-4 years, brands with loyalty programs have been more focused on offering members new ways to redeem points and obtain interesting rewards.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

LoyaltyPlus

OCTOBER 4, 2020

LoyaltyPlus has over 25 years’ experience in the development and application of cutting-edge programmes and partnerships and its leadership in helping businesses ensure their customers remain loyal to their brands while optimising all touchpoints and customer experiences. And how much of an impact has this scenario had on the industry?

Airlines 52

Airlines Travel Transportation Government 52

SurveySparrow

JUNE 21, 2023

Hence, each touchpoint contributes to customer loyalty and the likelihood of future engagement. Signup for Free 14-Day Free Trial • No Credit Card Required • No Strings Attached Example: An airline proactively communicates travel disruptions to passengers, providing alternative solutions and ensuring their well-being.

Customer Experience 52

Customer Experience e-support Touchpoint Loyalty 52

CX Journey

APRIL 12, 2016

If you've ever purchased an airline ticket through a site like Expedia, Orbitz, or Kayak, you've purchased from a partner. To some/a large degree, companies are responsible for the experience that customers have with their partners/at those touchpoints. Companies have brand standards for partners. Partners are touchpoints, too.

Omni-Channel 80

Omni-Channel Effort Score Touchpoint Airlines 80

Michelli Experience

APRIL 14, 2017

We were on our way to a wedding in Norway, with a layover in Hamburg, when the airline lost my husband’s luggage. Anjali Lai writes in her Forrester report that several high-intensity emotions are tightly linked to consumer spend, brand preference, and brand love. The analysts tell brands: These are the emotions that matter.

Analysis 100

Analysis Feedback Effort Score NPS 100

Innovative CX

NOVEMBER 21, 2019

Journey Mapping strategies include analyzing customer touchpoints and pain points as well as documenting specific phases of the customer’s interactions with an organization’s brand. Was it right for the airline to tell one of its most loyal customers to knock it off?

Customer Experience 40

Customer Experience Airlines Customer Journeys Study 40

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. Consistent brand experience – a partnership between the two roles helps to ensure a consistent brand experience across all touchpoints. But, no matter the level, working together is crucial.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

ShepHyken

JULY 1, 2022

He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments. Post the decision phase, the traveler has multiple touchpoints that lead to the actual travel. Optimized marketing effectiveness across engagement points .

Airlines 73

Airlines Travel Hotels Social Media 73

NetBase

MAY 23, 2019

The longer consumers must wait for an answer – particularly when things are going wrong, but not only then – the more likely they will find another brand to do business with in the future. Hertz is one brand we’ve seen taking this idea of maximizing customer touchpoints to heart – with great success. Here are some ways!

Travel 56

Travel Customer Care Hotels Touchpoint 56

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. These marketers were also posed the following questions, which I will also weigh in on: Q: What should a firm focus on: Customer Experience or Branding?

Customer Experience 60

Customer Experience Airlines Banking Retail 60

SurveySensum

DECEMBER 16, 2019

A report by SurveySensum revealed preferences of 1000 consumers across 25 categories and 300+ brands in Indonesia. According to a study, “67% of customers switch brands not because of the price or the features, but because of the lack of good customer experience”. Indonesian Customer Experience Trends to watch for in 2020.

Trends 52

Trends Customer Experience Loyalty Programs Touchpoint 52

ijgolding

AUGUST 12, 2018

Creating an emotional link with customers demonstrates the ability to identify the WOW moments in the customer journey – the compelling brand proposition that leaves customers in no doubt as to why they keep coming back – and telling all their friends to do the same.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

CX Journey

MARCH 13, 2019

In the Annual Global State of CX Report, Mark Gubbins, Business Performance & Insight Manager at British Airways, pointed to the driver model the airline developed from customer feedback. This method will ensure your brand is improving the factors that are of real value to customers and influential to their retention. The model ".uses

Customer Experience 151

Customer Experience ROI NPS Return on Investment 151