Airlines CEM Communication Management 
PeopleMetrics
FEBRUARY 13, 2018
On a recent fight on American Airlines, however, I experienced the opposite of an easy experience - it indeed had quite a bit of friction and effort. I was unable to access to Slack on my flight, which is my company’s primary platform for internal communication, which in turn led to me getting less work done on the flight than usual.
Beyond Philosophy
MARCH 5, 2015
There have been many great stories in the past couple of months about airlines doing what was right by their Customers. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway. Southwest Airlines is a great Customer-centric airline with excellent employee engagement. JetBlue Will Automatically Check You in.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
PeopleMetrics
JUNE 4, 2019
For example, in the airline industry, customers with the highest CLV are frequent fliers. American Airlines serves so many customers each day that following up with every individual complaint about a rude flight attendant or a broken seat is impossible. Clients in the B2B space, however, almost always have a high CLV.
Beyond Philosophy
JULY 5, 2015
Performance measurement is focused, and shared, on what most monetizes customer behavior (loyalty, emotion, and communication metrics such as brand bonding and advocacy, replacing satisfaction and recommendation). Customer Sensitivity. Customer Focus. Multiple sources of data are used to develop insights.
Beyond Philosophy
DECEMBER 14, 2015
During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Do they manage conflict? Scott Peck.
Beyond Philosophy
AUGUST 13, 2015
During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Do they manage conflict? Scott Peck.
Beyond Philosophy
JULY 30, 2015
The message you send will communicate how you are as an organization. Next to airlines, few places on Earth take greater advantage of Customer’s poor planning and laziness than the hotel mini bar. What do I mean by this? I’ll explain by using some examples from a hotel room. For MY convenience…I think not! Well, okay…maybe a little.
Expert insights. Personalized for you.
66 
Let's personalize your content