Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

LoyaltyPlus

MARCH 23, 2022

The saving grace for airlines has been the growth of cargo. Putting this in perspective, cargo typically constituted 10% of the airline business before the pandemic. It should therefore come as no surprise that the familiar concept of airlines rewarding agents or freight forwarders has gathered renewed momentum.

Airlines 52

Airlines Loyalty Self Service e-support 52

Experience Investigators by 360Connext

NOVEMBER 17, 2020

I love this example from Southwest Airlines. Simple, but a really nice way to connect with customers in an unexpected way. — Southwest Airlines (@SouthwestAir) May 6, 2020. What about when they complete a training process or post about your brand on social media? SouthwestHeartStrong ( Georgi L.)

How To 372

How To Airlines Social Media Tips 372

InMoment XI

NOVEMBER 20, 2023

It involves harnessing advanced technology, specifically artificial intelligence and machine learning, to enhance the way businesses connect with their customers. Example : Airlines use sentiment analysis to assess customer feedback on social media, addressing concerns and improving overall customer satisfaction.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

Alida

JANUARY 29, 2018

That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. A study from Applied Marketing Science in collaboration with the social media company highlights the importance of acknowledging negative tweets.

Social Media 133

Social Media Wireless Airlines Loyalty 133

Win the Customer

NOVEMBER 14, 2016

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. It’s called social media for a reason, after all.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

NetBase

OCTOBER 12, 2018

You know Social Media Analytics are important – yet 81% of executives surveyed don’t feel their company is using social to its full potential. We talked about 11 social media metrics worth mastering in a recent Adweek webinar. Here’s a look at Brand Passion for some of the major airlines. Detractors.

Social Media 49

Social Media Analytics Metrics Airlines 49

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. Deciding which conversations are most important, and thus should be handled with priority, is not so straightforward, particularly on social media. What I mean by mobile is the customer.

Airlines 138

Airlines Social Media Travel Metrics 138

Experience Investigators by 360Connext

NOVEMBER 22, 2022

I love this example from Southwest Airlines. Simple, but a really nice way to connect with customers in an unexpected way. — Southwest Airlines (@SouthwestAir) May 6, 2020. What about when they complete a training process or post about your brand on social media? SouthwestHeartStrong ( Georgi L.)

How To 143

How To Airlines Social Media Tips 143

Beyond Philosophy

DECEMBER 14, 2023

Most times, I don’t check other airlines when I need to go somewhere—that is, until my friend mentioned how he flies JetBlue business class for a lot less than Delta. The airline sees it as a loyalty program for frequent flyers. Customers have a deeper emotional connection with you. Only emotional connections can do that.

Loyalty 89

Loyalty Rewards Programs Loyalty Programs Airlines 89

NetBase

JANUARY 28, 2020

NetBase, the industry leader in social media analytics, announced today it will merge with Quid, a leader in AI driven text analytics. NetBase is the award-winning social analytics platform that global companies use to run brands, build businesses, and connect with consumers every second. Learn more at netbase.com.

Social Media 124

Social Media Airlines Analytics Leadership 124

Experience Investigators by 360Connext

DECEMBER 15, 2014

Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. Many organizations, especially airlines, admit how critical it is to keep this segment happy. Recognizing your customers this way can help them feel connected early on. How do you gauge customer value?

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

TechSee

OCTOBER 15, 2019

Beyond the loss of their business, these customers present a threat as they could negatively influence others, especially in the era of social media. A recent survey revealed that 76% of customers who churned after experiencing poor service admitted sharing their disappointment with others. Disengaged customers.

Customer Retention 107

Customer Retention Social Media Airlines Groups 107

Wired and Dangerous

JANUARY 20, 2015

Today, internet connections, whether blogs, tweets or other forms of social media, have five times the impact of traditional word of mouth. When songwriter Dave Carroll had a run-in with United Airlines over damage to his guitar in their baggage handling, he penned a song and hung it on YouTube.

Connections 70

Connections Airlines Social Media Insurance 70

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

Hallmark Business Connections

OCTOBER 27, 2020

Facebook’s dating app, co-working spaces, adult dormitories and friendship apps are all positioned as ways for people to create meaningful offline connections. To fight the loneliness epidemic, brands should create tactile connections with customers using the following three principles: Don’t discourage live interactions.*

Company 98

Company Airlines Telecommunications Social Media 98

LiveChat

APRIL 14, 2017

United Airlines is a company that proves that aviation disaster can happen before the plane goes up. As you might suspect, the whole situation caused a social media outrage over United Airlines, however, as time has passed, everyone stopped talking about it. Lesson #1: Don’t put your policies first. Seriously, don’t.

Airlines 48

Airlines Customer Service Social Media Policies 48

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. Accommodate different learning styles by providing a variety of media such as step-by-step guides, FAQs, and how-to videos. A portal that connects to internal and public-facing knowledge bases.

Self Service 275

Self Service Knowledge Base e-support Policies 275

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. It might also be beneficial to check out last Friday (12th September) Irish independent letter section, whereby the low cost airline Ryanair dealt quite respectfully with a similar situation.

Airlines 211

Airlines Travel Social Media Course 211

CSM Magazine

DECEMBER 13, 2023

For example, many airlines now offer self-service check-in kiosks at airports, reducing long queues and wait times for customers. Omnichannel Support To cater to different customer preferences, businesses are offering support across multiple channels – including social media, email, phone, and live chat.

Customer Service Strategies 52

Customer Service Strategies Self Service Trends Strategy 52

Experience Investigators by 360Connext

APRIL 7, 2015

We flew from Chicago’s O’Hare airport at the end of March with a connecting flight in Dallas and made it Puerto Vallerta without a problem. We booked our flight through US Airways , but all our flights were operated by American Airlines. The AIRLINE changed both flight times in the months between booking and leaving.

Airlines 110

Airlines Customer Experience Travel Hotels 110

Wired and Dangerous

AUGUST 13, 2018

Today, internet connections, whether blogs, tweets, Instagrams or other forms of social media, have five times the impact of traditional word of mouth. When songwriter Dave Carroll had a run-in with United Airlines over damage to his guitar in their baggage handling, he penned a song and hung it on YouTube.

Airlines 70

Airlines Social Media Customers Measurement 70

Wired and Dangerous

FEBRUARY 29, 2016

Internet connections — whether blogs, tweets, or other forms of social media — have five times the impact of traditional word-of-mouth. For instance, when songwriter Dave Carroll had a run-in with United Airlines over damage to his guitar in their baggage handling, he penned a song and hung it on YouTube.

Social Media 70

Social Media Airlines Customer Relationship Management Measurement 70

ijgolding

NOVEMBER 28, 2014

In 2008, Dave Carroll’s guitar was broken by United Airlines. I decided to take the issue straight to the Executive team (I was connected with Darren – he works for the board to placate customer complaints to try and mitigate out of court settlements and to avoid going to court).

Social Media 318

Social Media Airlines Video Consumers 318

Customer Bliss

APRIL 20, 2017

For many reasons — among them how they are presented in social media — we think about issues like the United incident primarily with respect to the impact to customers of the brand. And I would venture to say it has elevated the social media frenzy beyond many public responses to other incidents.

Social Media 129

Social Media Airlines Leadership Financial 129

Experience Investigators by 360Connext

JANUARY 21, 2015

Airlines may argue their journey is about the actual time in-air for a customer, but as customers, we all know it starts earlier and ends later. One airline trying to understand the actual journey more for their customers is Virgin Atlantic. In the case of airlines, yes, they want to travel to a certain destination.

Customer Journeys 110

Customer Journeys Airlines Travel Social Media 110

Experience Investigators by 360Connext

APRIL 28, 2017

Connecting the dots of customer experience. Who wants to work in a place where customers complain both to and about the employees in viral videos and publicly on social media ? Delta Airlines Cargo is a bigger business than you may realize as a regular airline passenger. Using truly customer-focused metrics.

Case Study 152

Case Study Airlines Conference Wait Times 152

LoyaltyPlus

SEPTEMBER 1, 2021

The COVID-19 pandemic has had a devastating impact on the global airline and hospitality sector. Continued lockdown restrictions are resulting in the closures of many airlines, hotels, restaurants, bed and breakfasts, and the list goes on. It is especially crucial for airlines and those in hospitality to create an emotional connection.

Loyalty 52

Loyalty Airlines Hospitality Hotels 52

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

NetBase

MARCH 20, 2020

Without sports to market around, we can expect to see a real shift towards digital advertising over legacy media. Sports fans are taking to social media to explore life outside of the old pigskin. As Sports fans connect online, another opportunity to watch is the world of eSports. It also may be time to consider eSports.

Sports 67

Sports Advertising Social Media Entertainment 67

Lumoa

OCTOBER 13, 2017

Brands are often missing that “social media” is a social platform. Although social media is often used for advertising and brand awareness, do you remember that the best advertisement is a happy customer? Social interaction and engagement is what makes your brand personal and builds connection to the audience.

Social Media 273

Social Media Examples Customer Experience Advertising 273

ShepHyken

MAY 22, 2017

Companies must learn to strike a balance between technology and human-to-human if they want to maintain an emotional connection with their customers. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. This article touches on how losing the human touch can be bad for business.

Customer Service 82

Customer Service Airlines Self Service Tips 82

Customer Bliss

APRIL 27, 2017

After a few days and posts covering the United Airlines incident, I want to briefly turn attention to omnichannel. Social media. This is somewhat because of “The Internet of Things” — connected devices and sensors — which should have an economic value of $3 trillion by 2025. Other digital efforts.

Omni-Channel 166

Omni-Channel Data Airlines Social Media 166

Eptica

JUNE 8, 2016

The latest Eptica Multichannel Customer Experience Study suggests that both airlines and package operators are struggling to cope with the move to digital. The research assessed ten brands in the travel sector (a mix of airlines and travel agents/operators) on their ability to provide answers to 10 typical customer service questions.

Travel 48

Travel Airlines Customer Experience Social Media 48

NetBase

FEBRUARY 7, 2020

And it has consumers and investors talking, while creating a host of opportunities for the airline. Social listening reveals all. based airline to set this goal, though UK-based EasyJet threw its hat in the ‘carbon neutral ring’ first , this past November. And this could form a piece of a wider media relations strategy.

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.

Customer Centricity 149

Customer Centricity Fashion Airlines Connections 149

ijgolding

AUGUST 12, 2018

The fact that there are so many variants, at least demonstrates that the world of business does, deep down, recognise that customers are connected to the reason their organisation exists in the first place! Have you ever used social media (Twitter or Facebook) to interact with an organisation (when requiring customer service or help)?

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185