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35 Indicators that a Company Isn’t Customer-Centric

CX Accelerator

It’s at that point I realized that I never received an email from the airline after booking my flight. When I called the airline, I explained to them that I didn’t have my booking code — and apparently my name, credit card number, location, and approximate time of the flight were not enough to find my reservation.

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What Southwest Airlines Could Have Done Better

Blake Morgan

If a company has the right culture, then investing in the technology that empowers employees is a no brainer. Gary Kelly is arguably to blame for lacking Southwest Airlines’ runway vision – and it has culminated in a very public PR nightmare. Most airlines recovered after two days. They are known for their unique culture.

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What Southwest Airlines Could Have Done Better This Christmas

Blake Morgan

If a company has the right culture, then investing in the technology that empowers employees is a no brainer. Gary Kelly is arguably to blame for lacking Southwest Airlines’ runway vision – and it has culminated in a very public PR nightmare. . Most airlines recovered after two days.

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The Five Rules for Affecting Real Culture Change

Beyond Philosophy

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

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4 Strategies to Improve Customer Experience in the Airline Industry

Customer Bliss

Thankfully, there are leaders in the airline industry who understand this and are working tirelessly to improve both of these experiences. In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines.

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A Contrarian View on the United Airlines Customer Nightmare (We all have a role to play)

Michelli Experience

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. When it comes to the airline industry the weather, so to speak, is frighteningly challenging. Tony said if you build a culture committed to, “wowing customers it doesn’t matter what you sell. Such things as….

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What are Your UICs? Lessons from American & United Airlines Customer Experience Debacles

Michelli Experience

Unlike walking, driving, or riding a bicycle – train, cab, boat, and airline passengers rely on others to get them to their destination safely and on time. For airline customers, that reliance occurs in a metal tube at 30,000 feet. Customers must yield control. Customer alcohol use. High volumes of customers served.

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