Kitewheel

FEBRUARY 11, 2020

The customer experience for airlines is made even worse by the shrinking window for customers to reach their gate, frustration at people cutting in line, or a sense that there are not enough attendants at the front desk, gate, or any other location. For an airline, long or unwieldy lines also represent a business problem.

Airlines 52

Airlines Industry Loyalty Programs Travel 52

QuestionPro Audience

JANUARY 3, 2018

Mobile technology creates a completely different experience at the airport, for both the customer and airline. For the airline, apps make it possible to pass information to the traveler immediately, which ultimately eliminates confusion and makes the traveler’s experience less stressful.

Travel 294

Travel Airlines Consumers Loyalty 294

Beyond Philosophy

NOVEMBER 14, 2017

Richard Branson and Herb Kelleher never studied HR theory or staff management principles. 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. Michael Lowenstein, Ph.D.,

Airlines 87

Airlines Culture Consulting Leadership 87

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.

Airlines 66

Airlines CEM Travel Software 66

Vonage

DECEMBER 18, 2018

To me it’s all about warm and fuzzy,” says Justin Laing, Operations & Management Leader of XO Group, a media and technology company. Imagine a canceled flight, no communication, no apology and an earliest possible flight in three days. Which airline are you likely to choose going forward?

Omni-Channel 254

Omni-Channel Chatbots Self Service Customer Experience 254

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Clear, consistent, authentic communication. In other words, it is simply a statement with no mission, vision, or purpose.

Communication 82

Communication Leadership Airlines Social Media 82

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

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

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

Bill Quiseng

JUNE 19, 2017

Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. Jan Carlzon, former CEO of SAS Airlines and author of the book, Moments of Truth said, “If you’re not serving the customer, your job is to be serving someone who is.”

Customer Service 139

Customer Service Management Employee Engagement Airlines 139

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. Building a Robust Customer Experience Management Strategy: Lessons From Nike by Vandita Grover.

Airlines 101

Airlines Customer Service Automotive Omni-Channel 101

Kustomer

SEPTEMBER 7, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss how to manage different types of customer expectations and service expectations during a global pandemic. Proactive Communication. The Role of AI in CX.

Customer Expectations 98

Customer Expectations Management Communication Customers 98

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

Beyond Philosophy

MARCH 26, 2020

Communicate, communicate, communicate. Moreover, it is better to over-communicate rather than under-communicate. Communicating with your customers will not reduce the global uncertainty around the health crisis. So, do your small part; Over-communicate and overshare. Be transparent.

Airlines 139

Airlines Call Center Communication Hospitality 139

NICE inContact

AUGUST 9, 2018

For example, CSAT may highlight a critical product deficiency that requires a response from R&D, product management, customer service, and sales to ensure that: Customers are not sold something that is broken or impossible. Product managers are able to communicate the changes effectively both inside and outside of the organization.

NPS 123

NPS Metrics Net Promoter Score Customer Service 123

Kerry Bodine

JUNE 7, 2017

JetBlue built its brand on being a different kind of airline. At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. and “Trays. And if not, when?”

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

NICE inContact

AUGUST 9, 2018

For example, CSAT may highlight a critical product deficiency that requires a response from R&D, product management, customer service, and sales to ensure that: Customers are not sold something that is broken or impossible. Product managers are able to communicate the changes effectively both inside and outside of the organization.

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

Beyond Philosophy

AUGUST 11, 2022

Then, to add insult to injury, we had a lot of projects at the house that had gone haywire because of delayed timelines for radiator deliveries and a decorator’s inconsistent approach to project management. In England, hiring managers are having a hard time getting people to show up for interviews, let alone jobs. Is it me alone?

Airlines 146

Airlines Net Promoter Score Self Service Effort Score 146

Talkdesk

MAY 6, 2015

In fact, the airline industry scored a 71 out of a possible 100 when it came to customer satisfaction, according to the latest American Customer Satisfaction Index (ACSI). It seems it’s hard to scour newsfeeds today without complaints about the airline industry. So what can airlines do to bring their customer service to new heights?

Airlines 40

Airlines Call Center Customer Satisfaction Software 40

CSM Magazine

JANUARY 26, 2024

The core message of Carlzon’s work revolves around managing these touchpoints to ensure positive customer experiences. Carlzon’s insights are drawn from his experience as the CEO of Scandinavian Airlines during a time when the company faced considerable challenges.

Touchpoint 52

Touchpoint Airlines Social Media Leadership 52

NICE inContact

AUGUST 9, 2018

For example, CSAT may highlight a critical product deficiency that requires a response from R&D, product management, customer service, and sales to ensure that: Customers are not sold something that is broken or impossible. Product managers are able to communicate the changes effectively both inside and outside of the organization.

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

Alida

JANUARY 29, 2018

The experiment used Twitter data to study customer service interactions in two industries that are rife with customer service complaints: airlines and wireless carriers. “We Customer anger management 101. Public communications might prompt others to join in.

Social Media 133

Social Media Wireless Airlines Loyalty 133

Lumoa

JUNE 14, 2023

To illustrate, let’s take the example of United Airlines’ reputation crisis. But since they’ve gone all out to improve their customer service and received more favorable reviews, United Airlines’ NPS score has improved significantly and currently stands at a much healthier 50.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

LoyaltyPlus

AUGUST 2, 2021

Due to the new realities’ airlines find themselves in it is critical to optimise your cargo business to take the leading revenue generating role from your passenger business. This is not just true for your airline but also all your competitors, you need a solution that will give you a cost-effective and sustainable business edge.

Airlines 52

Airlines CRM Social Media Loyalty 52

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Exercise, stress management, and eating specific foods can boost our serotonin. Recently, many of the airlines that pioneered loyalty programs have disappointed loyal customers by changing the rules. Seek feedback and learn : Every great relationship thrives on two-way communication. Alexa, tell me a joke!)

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

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. James O’Hare is the managing director of LINK Mobility.

Chatbots 52

Chatbots Strategy Airlines Self Service 52

SurveySensum

SEPTEMBER 26, 2023

As a product manager, this can be a disheartening experience. Imagine this scenario: Sarah, a dedicated product manager, launched a cutting-edge SaaS platform with an intuitive user interface and robust features. For example, create content for marketing managers that focuses on how your product can improve their marketing campaigns.

Strategy 52

Strategy Management User Experience Measurement 52

Comm100

AUGUST 17, 2022

I want to go back to years and years ago when Delta Air Lines was the very first airline to introduce the idea of online booking, where you didn’t have to call the agent, you could actually do it online. We’re talking about channels, how do they want to communicate with you? There was a financial incentive.

Meeting 189

Meeting How To Airlines Virtual Agent 189

CSM Magazine

JULY 4, 2017

Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. Jan Carlzon, former CEO of SAS Airlines and author of the book, Moments of Truth said, “If you’re not serving the customer, your job is to be serving someone who is.”

Management 72

Management Customer Service Hotels Airlines 72

Interactions

MARCH 19, 2020

Event managers are canceling and postponing events. Consumers are scrambling to contact airlines and hotels to cancel or change their bookings. . Just like with any relationship, direct, clear, and timely communication is the key to maintaining (and even improving) your relationship with customers. Lead with empathy.

Customer Service 96

Customer Service Contact Center Travel Airlines 96

Alida

DECEMBER 15, 2016

To foster cultural integration and a smoother transition, leaders must communicate and engage frequently with managers and employees. 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.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

Experience Investigators by 360Connext

APRIL 28, 2017

Delta Airlines Cargo is a bigger business than you may realize as a regular airline passenger. Left: Staged photo to communicate vision. Managers have better communication with staff. So Comcast made dramatic efforts to improve the wait times and engaged their employees in the field to help. Save 1,000 words.

Case Study 152

Case Study Airlines Conference Wait Times 152

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. Managing the Fragile Customer Experience by Laurent Bride. (IT by Scott Kendrick.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

Service Untitled

JUNE 11, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Airlines customer satisfaction showing improvement Cheryl June 11, 2010 Customer Service , Specific Companies , Surveys No Comments Airlines continue to test our patience and tolerance with new fees. How does a summer surcharge ranging from $10 to $30 sound?

Airlines 41

Airlines Customer Satisfaction Effort Score Travel 41

GetFeedback

JUNE 10, 2019

Real-time survey responses give management the ability to recover customers instantly, helping to reduce churn and improve loyalty. 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.

Feedback 199

Feedback Survey Conference Airlines 199