InMoment XI

OCTOBER 28, 2021

As Jan Carlzon, former CEO of Scandinavian airline SAS, once said, “If you’re not serving the customer, your job is to be serving someone who is.”. And of course, Customer Care is the safety net if something goes wrong along the way. Which really means it encompasses all aspects of your organization.

CRM 493

CRM Airlines Government ROI 493

Vocalabs

MAY 11, 2018

Of Course You Don't Intend to Puppies. Recently, Sun Country Airlines, formerly a Minnesota-Nice local favorite reconstituted as a Nickel And Dime Ultra Low Cost carrier, stranded a couple planeloads of customers in Mexico because of a blizzard in Minneapolis. Nor are the airlines alone. But Hypothetically Speaking.

Course 48

Course Airlines Exercises Transportation 48

Experience Investigators by 360Connext

NOVEMBER 17, 2020

” Of course, I was proud of my kids for being polite. While it’s great to send personal notes, of course, it’s possible to get creative. I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. Of course there are times like a first purchase or a renewal.

How To 372

How To Airlines Social Media Tips 372

Vocalabs

MAY 11, 2018

Of Course You Don't Intend to Kill Puppies. Recently, Sun Country Airlines, formerly a Minnesota-Nice local favorite reconstituted as a Nickel And Dime Ultra Low Cost carrier, stranded a couple planeloads of customers in Mexico because of a blizzard in Minneapolis. Nor are the airlines alone. But Hypothetically Speaking.

Course 48

Course Airlines Exercises Transportation 48

Quadient

FEBRUARY 16, 2018

The first few months of the New Year are traditionally busy ones for the travel industry, with many airlines touting special offers as people begin to dream of sitting by the pool on a summer holiday.

Airlines 40

Airlines Communication Travel Course 40

Zeisler Consulting

DECEMBER 22, 2021

It was an evening flight, perhaps not the last flight on the route (it was hub-to-hub for the airline, so the route sees a lot of traffic), but close to it, and we were—of course—late getting in. I, of course, wanted to get home from my trip, but once the plane landed, other than the drive, my travels were basically over.

Airlines 93

Airlines Travel Course Connections 93

Experience Investigators by 360Connext

NOVEMBER 22, 2022

” Of course, I was proud of my kids for being polite. While it’s great to send personal notes, of course, it’s possible to get creative. I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. Of course there are times like a first purchase or a renewal.

How To 143

How To Airlines Social Media Tips 143

ShepHyken

FEBRUARY 6, 2024

He announced to the passengers exactly what had happened and what the airline would do about it, which was to get everyone and their bags off the plane and onto a different plane. Of course, nobody wants to be bitten by a scorpion, either, but that’s not the full reason. The result was a three-hour delay in taking off.

Communication 89

Communication Airlines Customer Service Training Leadership 89

ShepHyken

MAY 4, 2022

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” Of course, I thanked her and I found my seat, just a few rows from the front of the plane.

Airlines 128

Airlines Customer Service Training Course Engagement 128

Zeisler Consulting

DECEMBER 7, 2020

Of course, the airlines came through with more-generous-than-usual policies when it came to refunds and credits (the latter of which they’d prefer to issue for cashflow purposes). Now, I’d been canceling lots of reservations, not just airlines but also rental cars and accommodations, during this time.

Communication 93

Communication Airlines Course Travel 93

BlueOcean

APRIL 20, 2023

Over the course of the podcast, we discuss Sean’s journey as a gay Asian-American executive navigating new cultures, his focus on building a culture of family at ONQ, his dedication to mentoring employees even when they leave, and a lot more. SH : Yes, of course. And of course, I did. There was an agent that I truly loved.

Contact Center 156

Contact Center Culture Course Training 156

Beyond Philosophy

JUNE 15, 2018

Airlines Run Mental Accounting Too Often in the Red. The airlines’ industry as a whole is another excellent example of how not to structure your pricing. Airlines’ pricing often irritates and disappoints customers. These surcharges feel annoying, a far cry from the happy and pleased emotions airlines should be seeking.

Airlines 144

Airlines How To Guidelines Customer Experience 144

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

Kerry Bodine

JULY 20, 2020

I’m looking at you, United Airlines. And, of course, I want to make sure that I don’t mess up these lengthy character strings as I enter them (and then randomly add upper case letters or whatever’s necessary to comply with each site’s password requirements). And believe it or not, some sites don’t even have it at all! Ridiculous.

Tips 177

Tips Airlines Course Examples 177

Vonage

MAY 18, 2017

The airline passenger was angry about missing her flight. The first gate agent she talked to explained the airline’s boarding policies and maintained that he had made several boarding announcements. Notice the airline gate agent wasn’t agreeing with the passenger. Of course, this is what makes empathy so difficult.

Airlines 136

Airlines How To Customers Policies 136

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

Experience Investigators by 360Connext

JANUARY 8, 2018

And of course, don’t forget to educate the executives and employees throughout your organization! Airlines have long practiced “re-accommodating” ticketed passengers. There are so many areas to tackle. Those surveys don’t develop and send themselves. And that’s just the tip of the iceberg, right?). Ask your front-line folks.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

Innovative CX

MARCH 6, 2024

Sometimes I’m calling to place an order, other times asking a question - and then of course, there are the times when I’m calling to resolve some type of issue or complaint. Getting Back to CX Basics To further along my point, I beg a simple question – what is the primary responsibility of an airline?

B2C 52

B2C Airlines Customer Journeys B2B 52

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. Airlines snow storm or snow job? Solve together.

Airlines 56

Airlines Transportation Travel Customer Service Training 56

Lithium

SEPTEMBER 29, 2022

Of course, the simplest solution is to unplug your phone system and focus all efforts on damage control. On top of the increased demand, major airline employee strikes have decimated staffing levels across Europe. It’s fair to say that airlines are in crisis mode currently.

Airlines 52

Airlines Self Service Effort Score NPS 52

Lithium

SEPTEMBER 14, 2022

Of course, the simplest solution is to unplug your phone system and focus all efforts on damage control. On top of the increased demand, major airline employee strikes have decimated staffing levels across Europe. It’s fair to say that airlines are in crisis mode currently.

Airlines 52

Airlines Self Service Effort Score NPS 52

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

ShepHyken

JANUARY 26, 2022

It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., Of course, the CEO of this great company wasn’t reaching out directly to me. This time I’m talking about being fatigued, as in sick and tired of getting so many surveys. .

Survey 123

Survey Rewards Programs Airlines Hotels 123

Zeisler Consulting

JANUARY 5, 2022

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. They won’t miss a connection. As a consultant, I can relate. That’s how it works no matter what you do for a living.

Airlines 93

Airlines Hotels Course Consulting 93

NICE inContact

OCTOBER 4, 2019

In a desperate attempt to make the connection, you tweet your airline #pleasewait! Of course, they won’t hold the plane, but customer-oriented airlines will definitely prioritize your tweet and assist you immediately on how to get to your gate as soon as possible.

Airlines 138

Airlines Social Media Travel Metrics 138

Beyond Philosophy

OCTOBER 29, 2020

I was with a big corporate telecom at the time, and we went on a training course for Total Quality Management. For example, we were working with an airline that wanted to improve their experience. ” In essence, this alone tells you everything you need to know about this airline. Which leads me to….

Culture 167

Culture Airlines Call Center Customer Centricity 167

ShepHyken

MARCH 6, 2019

I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. I called the airline back and, once again, they were happy to accommodate my request. In our airline example, what would have happened if the agent asked herself, “What’s the opposite of being switched to a later flight?”

Airlines 111

Airlines Customer Service Training Travel Training 111

Beyond Philosophy

SEPTEMBER 23, 2021

I like this, of course, because I am always talking about the difference between what people say and what people do. The flight attendant told me the airline was canceling the flight and wanted to let me know first because I had so many miles with the airline. However, the airline was proactive and made me feel special.

Airlines 109

Airlines Net Promoter Score Self Service Comparison 109

CX Journey

AUGUST 16, 2017

Of course, they want to see their own hard numbers, but absent those, we can tell the story of the benefits of customer experience through some benchmark data, through examples of successes that others have achieved by doing what you should/could be doing. Executives want to see hard numbers about any investments they make.

Customer Experience 142

Customer Experience ROI Insurance Comparison 142

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

Customer Bliss

DECEMBER 26, 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. .

Chief Customer Officer 203

Chief Customer Officer Effort Score Survey Automotive 203

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

ijgolding

DECEMBER 4, 2017

This is not to say that NPS has no value, of course it does, but more as a kind of quick barometric reading giving an assessment of how an organisation is doing in relation to its customers, rather than anything deeper. Customers of an airline, for example, need a seat in an airplane that will take them safely to their destination on time.

Metrics 256

Metrics Net Promoter Score NPS Measurement 256

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. There will be no person to call for help.

Chatbots 52

Chatbots Strategy Airlines Self Service 52

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.” Over the course of about 120 seconds, Sophia and her creators suggest she will be our friend while also suggesting she will destroy humans.

Technology 100

Technology Customer Experience Airlines Customers 100

ijgolding

JANUARY 14, 2019

At this point, I shall stop theorising and share some examples with you – examples that demonstrate that whilst we have been ‘talking’ about customer experience for seven years, sustainable, transformational change is still, for most, a distant aspiration: KLM Royal Dutch Airlines. Which airline(s) were the guilty party?

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

Beyond Philosophy

APRIL 17, 2017

When United Airlines brutally forced a senior citizen off a flight this week to accommodate United crew members, the social media world lit up like a Roman candle. Who would have thought you could be beaten up for insisting on your right to use an airline ticket you paid for? The treatment this man received was deplorable.

Airlines 111

Airlines Social Media Travel Customer Centricity 111