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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. Surely customer support could help me sort this out. I sent the airline a direct message on X (formerly Twitter) and within an hour they were able to resend to an alternate email address. 5) put profits before purpose.

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The Cost of Deprioritising Customer Experience During Tough Times

InMoment XI

When future times of crisis present themselves (as they’re sure to do) we as CX professionals can carry forward this lesson: that both operations and customer experience need to be prioritised in order to make it through hard times. Balancing Operations and Customer Experience: A Case Study. Well, not all airlines agree.

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What Southwest Airlines Could Have Done Better

Blake Morgan

If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. 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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Customer-Focused Leadership Advice from United Airlines’ Former CEO

Blake Morgan

              With its many changes and outside forces, the airline industry is challenging for customer experience. When Oscar first stepped into his role as CEO of United Airlines, he prioritized developing the shared purpose, or the mission, vision, and values.

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Actions MUST speak louder than Words: United Airlines eat humble pie!

ijgolding

Last week I wrote an article on the subject of ‘common sense’ To be more accurate, I wrote about the lack of common sense and how it’s absence was continuing to destroy customer experiences all over the world. Oscar Munoz, Chief Executive Officer, United Airlines, speaks during the 2017 Aviation Summit hosted by the U.S.

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What Southwest Airlines Could Have Done Better This Christmas

Blake Morgan

                 . If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. Gary Kelly is arguably to blame for lacking Southwest Airlines’ runway vision – and it has culminated in a very public PR nightmare. .

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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. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability. Such things as….

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