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

CSM Magazine

OCTOBER 5, 2018

Recent research by YouGov for Pegasystems reveals some interesting insight into how businesses can drive consumer satisfaction through customer service. The survey asked British airline passengers what they currently think of the digital flight experience and how much more personalised they would like real-time digital services to become.

Airlines 40

Airlines Customer Service Travel Survey 40

CSM Magazine

DECEMBER 14, 2022

The evolution of technology and consumer expectations has made the notion of 9-5 customer service somewhat outdated, and digital strategies will play a key role in modernising a business’ approach to customer communication and improving the experience.

Call Center 52

Call Center Airlines Chatbots Travel 52

Helen Dewdney

MAY 28, 2017

The British Airways IT debacle, has caused more than a third of British Airways flights from Heathrow to be cancelled due to the airline being hit by a computer system power failure on Saturday. The BA CEO said in the online video that it would refund those who decided not to travel or chose to use another airline.

Airlines 0

Airlines Travel Hotels Insurance 0

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.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

Currency Alliance

JUNE 1, 2020

This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. Consumers are becoming a lot more deliberate in their pursuit of pleasure – but also a lot more deliberate in other spending categories. One year ago, there might have been 2 people in 50.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Helen Dewdney

JUNE 12, 2017

It would appear that many airlines like to make it difficult for passengers to claim for compensation and redress for delayed or cancelled flights. Compensation for delays is only due on flights in the EU or when using an EU airline arriving two hours or more late. It must provide food, drinks, and some communications.

Airlines 34

Airlines Hotels Travel Banking 34

Experience Matters

JUNE 30, 2015

consumers, the 2015 Temkin Web Experience Ratings examine 262 companies across 20 industries ( see full list of companies (.pdf) Frontier earned the lowest Temkin Web Experience Ratings followed by Cox Communications, Charter Communications, Spirit Airlines, Comcast, Blue Shield of CA, Time Warner Cable, Haier, and CenturyLink.

Airlines 120

Airlines Hotels Banking Retail 120

Helen Dewdney

JULY 22, 2022

The Denied Boarding Regulation (261/2004 EC) applies to passengers departing from an airport within the EU, whatever the airline is. They also apply to passengers departing from an airport outside the EU bound for an airport within the EU, if the operating air carrier is a Community carrier. The airline must look after you.

Airlines 52

Airlines Travel Consumers Hotels 52

Experience Matters

MARCH 24, 2015

consumers to rate the level of trust that consumers have with 293 organizations across 20 industries ( see.pdf with full list ). consumers during January 2015. We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. It uses feedback from 10,000 U.S. Download dataset for $295 ( see sample file ).

Airlines 120

Airlines Insurance Wireless Banking 120

C3Centricity

SEPTEMBER 17, 2018

Southwest Airlines: We are the low-fare airline. In most of these cases the USP has also become the brand and communication slogan. WHO they are;WHAT they buy, consumer, read, watch, surf etc,; WHERE they buy, consume, read, watch, surf etc; and most importantly of all WHY? One for One®. Target : Expect More.

Airlines 189

Airlines Comparison Brands Consumers 189

NetBase

JULY 17, 2020

Differentiating your brand requires next level consumer understanding. Capturing consumer verbatims to see precisely what they love and hate. For example, an airline company could create themes for “baggage complaints,” “flight delays,” or “facility complaints.” Let’s see why!

Consumers 52

Consumers Analytics Social Media Analysis 52

Talkdesk

MAY 6, 2015

Similarly, enterprises across all verticals need to keep customer satisfaction at an all-time high to make sure consumer sentiment across the internet remains positive—as word of mouth is everything. It seems it’s hard to scour newsfeeds today without complaints about the airline industry. Allow Callers to Help Themselves.

Airlines 40

Airlines Call Center Customer Satisfaction Software 40

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

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. Meanwhile, 50% of consumers will likely switch to a rival after just one bad support experience. And you’re not alone in feeling that way.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

GetFeedback

JANUARY 12, 2020

Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats. Southwest Airlines CEO Gary Kelly explained in a 2006 blog post : Open seating has allowed us to build a highly efficient operation by keeping the time our aircraft are sitting at our gate to a minimum. Some call it a “ cattle call.”

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Alida

DECEMBER 15, 2016

When Texas-based CHRISTUS Health, for instance, announced its acquisition of Good Shepherd Health System , the organization’s president and CEO underlined the potential “to improve the health of the communities it serves.”. The reality, however, is that mergers don’t necessarily improve patient care or lower costs for consumers.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

Interactions

MAY 20, 2021

With travel restrictions decreasing and consumers feeling more comfortable leaving their homes, this summer will see a rebound in traffic after a year-long hibernation. Hotels, airlines, and tourist destinations are currently preparing for this resurgence– without actually knowing the volume that it will bring. .

Hospitality 62

Hospitality Travel Brands Self Service 62

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.” That said, maybe airlines are moving even further in the direction of “experiential offerings.” Launching an airline is NO small feat.

Strategy 113

Strategy Airlines Travel Transportation 113

Alida

JANUARY 29, 2018

Keeping a level head can de-escalate the immediate issue, while also cementing existing loyalty and even transforming a consumer who might be new to your brand into a regular. Public communications might prompt others to join in. Even more important is the speed with which you acknowledge these customers.

Social Media 133

Social Media Wireless Airlines Loyalty 133

NICE inContact

AUGUST 9, 2018

Product managers are able to communicate the changes effectively both inside and outside of the organization. According to Nielsen’s Global Trust in Advertising Report (image below), consumers are almost twice as likely to trust recommendations from friends or colleagues over ads that they see in search engines.

NPS 123

NPS Metrics Net Promoter Score Customer Service 123

NICE inContact

AUGUST 9, 2018

Product managers are able to communicate the changes effectively both inside and outside of the organization. According to Nielsen’s Global Trust in Advertising Report (image below), consumers are almost twice as likely to trust recommendations from friends or colleagues over ads that they see in search engines.

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

Experience Matters

MAY 26, 2015

consumers to rate the customer service of 278 organizations across 20 industries ( see.pdf with full list ). Eight other companies were at least 15 points above their industry averages: Georgia Power , USAA (credit cards and insurance), JetBlue Airlines , Chick-fil-A , Southern California Gas Company , Lexus , and credit unions.

Customer Service 120

Customer Service Airlines Banking Insurance 120

ijgolding

SEPTEMBER 18, 2014

These words were posted on Irish airline Aer Lingus’s Facebook page on the 17th September (2 days ago): It unfortunately has had to come to this. My sister has also communicated with your team who were less than friendly on three specific occasions. I suspect these numbers will continue to rise rapidly.

Airlines 211

Airlines Travel Social Media Course 211

C Space

NOVEMBER 26, 2021

To think more about the ‘what’ to experience rather than the ‘where’ Consumers tell us that they are finding beauty on their doorsteps, they are thinking more about what really matters in life and are taking stock of what is right in front of them.

Airlines 52

Airlines Travel Automotive Entertainment 52

GetFeedback

JUNE 10, 2019

Surveys are also a way for a brand to present itself in front of consumers. Make sure your form is customized using your colors and logos so that you also communicate your identity through the survey. If not, they risk losing them to other airlines. Use the forms as if they were one of your products.

Feedback 199

Feedback Survey Conference Airlines 199

Kayako

MARCH 2, 2017

Let’s take an industry most of us are familiar with: the airline industry. British Airways has been around longer than Virgin Atlantic, so one of the ways Virgin has set itself apart in airline market was by making its customer service a competitive advantage for the business. First complain to one of my favorite airline.

Customer Expectations 144

Customer Expectations Airlines Social Media Competitive Advantage 144

CSM Magazine

DECEMBER 13, 2023

In a rapidly evolving business landscape, keeping up with the newest trends in customer service strategies is fundamental to staying ahead of the competition and meeting the ever-changing expectations of modern consumers. This ensures seamless communication, enhancing customer satisfaction and loyalty.

Customer Service Strategies 52

Customer Service Strategies Self Service Trends Strategy 52

Alida

OCTOBER 20, 2017

Research by Prophet found that 81 percent of consumers are unsatisfied with their health care experience, and the less they interact with the system, the happier they are. Only eight percent of health care organizations consider consumer expectation a high priority and have implemented several consumer-based strategies with some success.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

Interactions

MARCH 19, 2020

Consumers are scrambling to contact airlines and hotels to cancel or change their bookings. . Based on our experience working with some of the most well-known brands in the world, here are some tips to help reshift businesses focus so companies can continue offering excellent customer service: Streamlined communication is the key. .

Customer Service 96

Customer Service Contact Center Travel Airlines 96

Beyond Philosophy

FEBRUARY 17, 2020

Messina coined the phrase Conversational Commerce in 2016 to describe all the changes happening in the way we interact with customers in the consumer marketplace. Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . Messina is an expert on this subject.

Meeting 166

Meeting Social Media Call Center Multi-Channel 166

Interactions

MARCH 2, 2023

For example, there is a great deal of conversation over Frontier Airlines’ decision to close its call centers , pushing customers to digital self-service channels. He predicts that in 2023, consumers will push enterprises to offer a credible voice-based service option. Sometimes a customer just needs to speak to someone,” he says.

Self Service 62

Self Service Airlines eBook Loyalty 62

Experience Matters

AUGUST 6, 2015

In January of this year, we collected feedback from 10,000 consumers and ended up with at least 100 responses for 293 companies across 20 industries (see full list of companies (.pdf) Bank, Frontier Communications, Cox Communications, Consolidated Edison of New York, Comcast, and Citizens Bank.

Innovation 120

Innovation Airlines Banking Communication 120

NICE inContact

JUNE 14, 2016

Earlier this year I had an issue with an airline so, as many of us would do, I called them. Within minutes of my tweet I got a response from a competing airline, inviting me to start flying with them. They offered me credit for future flights and would carry my status over from the airline that was causing my delay.

Social Media 120

Social Media Customer Service Airlines Contact Center 120

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. Understand what success looks like.

Chatbots 52

Chatbots Strategy Airlines Self Service 52

CSM Magazine

OCTOBER 4, 2023

Plus, the rewards points should be available to consumers in a timely manner. We worked with a major airline to help update its loyalty scheme app and website. If rewards are slow or late to appear, they may be less useful as a mechanism to engage with the customer.

Loyalty 59

Loyalty How To Banking Airlines 59

Currency Alliance

APRIL 15, 2024

A low-frequency business would be an airline (for most people), or brands selling occasional purchases such as refrigerators, cars, laptops, shoes, gala dresses, etc. Today, brands in many industries, from ecommerce or direct-to-consumer brands, to CPGs, to publishers and more, are now investing more heavily in loyalty.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52