NICE inContact

OCTOBER 4, 2019

The habits and expectations of people today revolve around our capacity to be mobile, to be continuously connected — anywhere, anytime. In a desperate attempt to make the connection, you tweet your airline #pleasewait! Well, sounds cool but no, that’s not my point. What I mean by mobile is the customer.

Airlines 138

Airlines Social Media Travel Metrics 138

ShepHyken

MARCH 6, 2019

On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection. I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. Then I started to think.

Airlines 112

Airlines Customer Service Training Travel Training 112

Customer Bliss

OCTOBER 23, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. . Not even one.

Case Study 111

Case Study Company Study Chief Customer Officer 111

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. Unfortunately their plans this year were completely thrown off course when in July after a series of tests my dad, William, was diagnosed with cancer. is non-refundable.

Airlines 211

Airlines Travel Social Media Course 211

Zeisler Consulting

JANUARY 5, 2022

They won’t miss a connection. And in that case, the airline has standing reservations, and it doesn’t matter if the entire airport’s been shut down and flights canceled so that everybody is looking for a place to stay…they’ll get a room. As a consultant, I can relate.

Airlines 93

Airlines Hotels Course Consulting 93

GetFeedback

JANUARY 12, 2020

Yes, of course, you should resolve issues of “broken promises” if at all possible. Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats. airline, which has a more than a four-decade record of leading the U.S. Should you fix all reported issues? . The product failed.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Thematic

FEBRUARY 11, 2024

Location and Attendees The event took place at the Wynn, which has all you can expect from a 5-star casino resort with a golf course in Las Vegas. I saw representatives of most major banks, airlines, hotels and casinos - Medallia’s bread and butter enterprise customers. A great opportunity to connect with like-minded people.

Conference 62

Conference NPS Hotels Self Service 62

Service Untitled

FEBRUARY 3, 2011

When Delta merged with Northwest Airlines, it seemed just to make a wider venue for the endless lack of customer service and concern. The one-day course will concentrate on finding ways to assist travelers rather than just blowing them off with a sigh of indifference. Be empathetic. Listen, ask, listen. Solve together.

Airlines 56

Airlines Transportation Travel Customer Service Training 56

GetFeedback

JULY 19, 2019

They say that there’s very little these days that everyone agrees upon, but I—of course—do not agree with that sentiment either. Consider JetBlue, one of the leading airline carriers in the U.S., The airline tracked this back to a lack of amenities for early morning travelers. We all feel it.

ROI 309

ROI How To Touchpoint Hotels 309

Beyond Philosophy

AUGUST 31, 2023

For example, an airline’s waiting lounge plays the news. Of course, you can do it anyway, but only if you are willing to risk missing the moment the agent arrives to manage your issue. For example, if you have a tight connection at a large airport, you might feel anxious about missing your connecting flight.

How To 89

How To Call Center Wait Times Groups 89

Michelli Experience

AUGUST 26, 2016

As hard as this may be to believe, I think the airline industry is actually on the cusp of using technology in a forward thinking way that reflects the “best of times and the age of wisdom.” Conversely, technology should not try to replace people when it comes to emotional connections with customers.

Technology 100

Technology Customer Experience Airlines Customers 100

Zeisler Consulting

JANUARY 5, 2022

They won’t miss a connection. And in that case, the airline has standing reservations, and it doesn’t matter if the entire airport’s been shut down and flights canceled so that everybody is looking for a place to stay…they’ll get a room. As a consultant, I can relate.

Airlines 72

Airlines Hotels Course Consulting 72

ijgolding

JANUARY 14, 2019

Whilst there are a myriad of positive thoughts that connect to this vitally important period in the evolution of customer experience as a profession, sadly, the reality of being a customer in 2019 may not be wildly different to being a customer in 2011. Which airline(s) were the guilty party? You guessed it – KLM.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

Experience Investigators by 360Connext

APRIL 28, 2017

Connecting the dots of customer experience. Delta Airlines Cargo is a bigger business than you may realize as a regular airline passenger. And of course customers get a better experience. Ground zero of any customer experience isn’t when a leader reads a book then declares it “the year of the customer.”

Case Study 152

Case Study Airlines Conference Wait Times 152

ShepHyken

OCTOBER 9, 2023

My Comment: Of course, nobody (or business) wants a negative review published on a social channel for the world to see. Check out this article on how Alaska Airlines “celebrated” the week: CLICK HERE. Connect with Shep on LinkedIn. When customers feel they’ve been wronged they want to be heard and understood. But it happens.

Customer Service 63

Customer Service Airlines Consumers Video 63

Strativity

JANUARY 6, 2023

In the travel space, for example, you can book a flight on American Airlines and earn points for Hyatt hotels. Major health and wellness brands are also realizing the value of these partnerships, coming together this last November for the inaugural Well by HLTH , a discussion on the ecosystems that connect culture and care.

Brands 52

Brands Apparel Airlines Hotels 52

Helen Dewdney

JULY 31, 2016

If your luggage is lost or damaged you should be able to claim from the airline. A consequential loss may be missing a connecting flight because you were waiting for your luggage. A consequential loss may be missing a connecting flight because you were waiting for your luggage.

Airlines 56

Airlines Insurance Travel Tips 56

Customer Bliss

APRIL 20, 2017

It is compelling to note that in its aftermath United’s net profit was down 69% last week. It is still too soon to tell of course what the long term implication of this incident will be to United’s financial condition. He is lauded for it and it strengthens the brand.

Social Media 129

Social Media Airlines Leadership Financial 129

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. Of course, the mid-to-long-tail of customers include people who simply don’t need to spend a lot in your category.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

C Space

DECEMBER 2, 2021

Of course, competition can still come from other categories that can address similar customer needs or “jobs to be done.” Alongside Delta in the business travel category are brands such as United Airlines, Southwest, American, and Jet Blue; each player is competing to capture as much of the domestic business travel market as possible.

Airlines 52

Airlines Travel Entertainment Culture 52

NetBase

FEBRUARY 7, 2020

And it has consumers and investors talking, while creating a host of opportunities for the airline. based airline to set this goal, though UK-based EasyJet threw its hat in the ‘carbon neutral ring’ first , this past November. Connecting with Other Sustainability Influencers. Social listening reveals all. It’s all gravy, really.

Consumers 67

Consumers Airlines Trends Social Media 67

C3Centricity

AUGUST 26, 2019

Whether you are connecting with your customers by mail, phone, email or the web, you need to first request permission to ask any questions and to gather the information you are looking for. Catalyze your Customer Connection Book your workshop NOW! Ask their Advice - Frequently. Always Offer a Simple Way Out. Let's name and shame!

Customer Centricity 149

Customer Centricity Fashion Airlines Connections 149

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

Experience Investigators by 360Connext

JULY 15, 2015

This brings to mind the online obstacle courses that derail the customer journey with redundant steps or unusual registration requirements, but what about the offline experiences that can be just as ridiculous? Companies like Southwest Airlines and Zappo’s have made it a huge part of their culture to make sure they recruit the right people.

Customer Experience 110

Customer Experience Airlines Loyalty Social Media 110

Customer Bliss

APRIL 19, 2016

He was previously CCO at United Airlines and now leads donor experience at St. Connect With Martin. Connect with Martin on LinkedIn. The role of the CCO: Simple, operationally-relevant, and continuing to stay the course. In this episode, I speak with Martin Hand. He’s the Chief Customer Officer of ALSAC/St.

Airlines 120

Airlines Chief Customer Officer Hospitality Metrics 120

Aveus

OCTOBER 3, 2017

The experience on many international airlines tops anything Delta offers, and usually at a lower price. based airlines that demonstrate little understanding of customer experience, there are more and newer options that do understand their customers, and do match what they offer to the way their various customers want to buy.

Airlines 100

Airlines Travel Customer Experience Advertising 100

Experience Investigators by 360Connext

JUNE 1, 2017

Ok that’s not really accurate, of course. Stop discounting the connection between your employees “Net Promoter Score” and how your customers feel about your brand. Instead, find ways to connect the dots between each employee’s individual success AND the team’s success with customer success.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

C3Centricity

SEPTEMBER 12, 2016

Of course, my mind is never far from work and I realised that I was so enamoured by this country because it’s people have customer centricity down to a fine art. Whether it’s an additional free offer, or a paid product or service, your customers are connected, so make use of their engagement to provide even greater value.

Net Promoter Score 120

Net Promoter Score Airlines Tourism Hotels 120

SurveySparrow

JUNE 20, 2023

Regular refresher courses can help keep these skills sharp. Therefore, when a BMW owner needs assistance, they can simply press a button in their vehicle to connect with a BMW concierge who can provide various services, such as navigation assistance, restaurant recommendations, or even booking hotel accommodations.

Examples 52

Examples Customer Service Customer Experience Exceptional Customer Service 52

Service Untitled

JANUARY 28, 2014

Spend a few hours in a busy airport and listen as a few narcissistic and petty customers scream profanities at service workers in fast food establishments, airline employees, or transport personnel as if the adverse weather and all of the complications that frequently occur during such times are the fault of the employees.

Airlines 64

Airlines Customer Service Handbook Policies 64

Inbenta

JUNE 30, 2021

Gol Airlines. Gol Airlines. As one of the major Airlines in South America and Brazil, Gol Airlines was struggling to keep up with responses for all customer support requests. Some of the great features: It is connected with the Airlines systems. Contents: Introduction. TravelClub. Benefit Cosmetics.

Chatbots 105

Chatbots Examples Self Service Insurance 105

Customer Bliss

MARCH 2, 2016

In the course of working with different companies throughout my career, I’ve found that leaders focused on serving customers’ lives as a way to grow their business often begin with an uncommon attitude. This attitude, in turn, leads to uncommon behaviors that build beloved companies. She’s honestly one of my personal heroes.

Customer Experience 70

Customer Experience Airlines Social Media Leadership 70

NetBase

APRIL 17, 2019

So a focus on safety from any airline right now might seem to be not only smart, but necessary. What’s an airline to do, considering? It’s a market no airline has yet to capture. Overall, they want an all-inclusive, relaxing experience, with the more discerning among them seeking: Reliable onboard connectivity.

Travel 52

Travel Airlines B2C Groups 52

GlowTouch

JULY 12, 2021

There is far more to the motor vehicle industry, of course, than entertainment and conveniences to enjoy while driving. The Amenities of an Airline from the Comfort of a Vehicle Automobiles are taking a page from air travel. Vehicles are adapting to 4G connectivity and the budding 5G networks, improving communication.

Entertainment 52

Entertainment Trends Technology Travel 52

C3Centricity

APRIL 17, 2018

This may be true for an airline, where the client is primarily basing their opinion on the service on board and the “niceness” of the crew. After all, every airline will get you from A to B. The companies that succeed will be those that understand this and connect at the right times. Employees come first.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

Beyond Philosophy

APRIL 15, 2019

Singapore Airlines, which has been consistently voted one of the top airlines in the world, has a strong customer service culture. Moreover, there is a link between that emotional connection customers feel for you and the dollars they spend with you. And of course, the ten best practices will help your efforts also.

Culture 115

Culture Customer Service Leadership Airlines 115

Currency Alliance

OCTOBER 12, 2021

The best-known loyalty programs are made up of many partnerships – such as United Airlines and Hilton Hotels, or Emirates and Marriott. For airlines and hotel groups, frequent customers are business travelers, so their partner mixes are heavily biased toward fellow travel brands.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59